Roles
Manage roles based access control.
Agent Connect controls access to pages, features, and data through customizable user roles. Three default roles are built into Agent Connect, and they can each be modified to suit your organization's unique needs:
Admin [Default] — This role is assigned all available permissions except for viewing and participating in 1:1 coaching sessions, with company-wide data scope.
Team Leader [Default] — This role has access to view and manage 1:1 coaching sessions, view QA data, and other features that would be needed by a supervisor, with company-wide data scope.
Team Member [Default] — This role is intended for front-line agents who only need to access their own data and send surveys for their own interactions. The data scope is set to "Self" in most areas.
In addition to the built-in roles, you can create as many custom roles as needed to accommodate different types of users with different needs.
For information on the granular permissions available to assign to roles, see Data scope and permissions.
Review and edit default roles
You can view and manage roles in the Roles tab of the Manage Team page. In the Roles tab, you will see the three default roles with the total number of users and the number of active permissions assigned to each role.
To review the permissions and data scope granted to each of the roles, open the kebab menu in any row, then click Edit Role.
Create a custom role
To create a new role, either click the Create Custom Role button, or open the kebab menu for an existing role and click Duplicate.
Select a pre-defined role type, then click Next.
This selection will only serve as a starting point to simplify configuration. You will be able to change the name, description, data scope, and permissions as needed.
Enter a unique name and description for the role.
A name and description will already exist, based on the role type you selected in the previous step. However, we recommend updating both fields to represent the unique role that you are creating. Being as descriptive as possible here will make it easier to select the right role for new users in the future.
Select a Default Data Scope.
The default scope can be overridden for particular product areas in a later step. Four settings are available here:
Company — Allow access to data from all teams, groups, and users in the organization.
Self — Limit access to data associated with the user's own account.
Own Team — Limit access to data associated with the user's own team members.
Own Group — Limit access to data associated with members of the user's own group(s).
Assign permissions and data scope within each product area, then click Create Role.
Take your time to carefully select the exact set of permissions needed for this role, and consider how the role's need for data scope might differ within each product area.
Assign users to the new role, if you are ready.
After clicking Create Role in the previous step, you will be given an opportunity to add individual users to the role right away by clicking Add Users in the Roles tab of the Manage Team page. If you are not yet ready, you can add users to the role later, either individually, in bulk, or via API.
