Data scope and permissions
Manage custom permissions via roles.
Roles in Agent Connect allow you to create and manage sets of permissions to support a variety of workflows and functions. The default roles — Team Member [Default], Team Leader [Default], and Admin [Default] — are available with configurable permissions and data scope settings. You can also create custom roles, tailoring data scope and permissions to fit your organization's needs.
This guide explains how data scope selections control data visibility and how permissions define what users in each role can see and do within Agent Connect.
Data scope
Data scope defines what data users in each role can view in Agent Connect. You can set the data scope at three levels: default data scope, product area, and in some cases, feature level.
Default data scope is the broadest setting for a role and defines the maximum data the role can access. There are five options, each controlling how much data users can view and interact with. Lowering the default data scope overrides most product area selections and should be used cautiously, typically only in organizations that require strict data separation.
Product area data scope allows you to set data visibility for specific areas of the application: Feedback, QA, Performance and Coaching, Company Settings and Admin Tools, and Social.
Each area has five data scope options:
Company — Users can view all employee data. We recommend leaving Default Data Scope set to "Company" and refining visibility at the product area level, unless strict data walls are required.
Self — Users can view only their own data, including metrics, survey responses, QA reviews, and coaching sessions. This scope is typically used for the team member role.
Own team — Users can view data for employees who report to the same team leader or belong to the same team. This is commonly used for team leader or supervisor roles, but can be used for team members when they need to view data for their entire team.
Own group — Users can only view data for their own group, to separate data between departments or external vendors (such as BPO providers).
Specific groups — Users can view data for specified groups, even if they are not members of those groups. Users will always see their own data regardless of group membership.
Role permissions
Permissions in Agent Connect are grouped into categories (product areas). Each area has its own set of permissions in addition to a customizable data scope.
Feedback includes permissions related to survey responses, the Stream, Trends dashboards, reports, and exports.
QA includes permissions for QA dashboards, reviews, calibrations, assignments, and audits.
Coaching and performance management includes permissions for coaching sessions and performance dashboards.
Company settings and admin tools includes permissions for managing users, groups, roles, and company settings.
Social covers features like leaderboards and QA messaging.
See below for a description of the function of each Permission:
| Product Area | Permission Name | Description |
|---|---|---|
| Feedback | Send Surveys | When Agent Connect receives survey requests associated with this user, surveys should be sent to customers. When not selected, survey requests received for employees in this role will be ignored. This can help to ensure surveys are not mistakenly sent for supervisors or admins, for example. Important: Exercise caution with this setting. If Send Surveys is unintentionally disabled for a user, survey requests created for that user while the setting was disabled will be ignored and will not be retrievable. |
| View Stream | Access the Stream from the top navigation menu | |
| View Customer Information on Stream | View customers' personally identifiable information (PII) on the Stream, including customer names, email addresses, and links to original tickets, if present | |
| Archive Feedback on Stream | Archive feedback on the Stream via the Remove Feedback button on each survey response card | |
| View Company Trends | Access the Company Trends dashboard from the top navigation menu | |
| View Team Trends | Access the Team Trends dashboard from the top navigation menu | |
| View Team Member Trends | Access the Team Member Trends dashboard from the top navigation menu | |
| View Company Program | Access the Company Program Trends dashboard from the top navigation menu | |
| View Service Recovery Dashboard | Access the Service Recovery Trends dashboard from the top navigation menu | |
| Export Feedback Data | Access the "Feedback Exports" tile on the Settings page | |
| QA | Perform QA Review | Initiate QA Reviews from the following locations (if present, based on other permissions):
Note: Users with this permission can be assigned as a QA reviewer and/or selected as participants in a calibration session. |
| Edit Completed QA Reviews | Edit the details of QA reviews after they have been completed | |
| View QA History | View a history of completed QA reviews (based on the user's data scope) | |
| View QA Dashboard | Access all tabs and sub-pages of the QA Dashboard | |
| View Reviewers Reporting | Access the Reviewers page from the top navigation menu (under QA) | |
| Perform QA Audits | View and conduct QA audits | |
| View Audits | View completed QA audits only, with no permission to conduct audits | |
| Manage QA Assignments | Create, edit, and archive QA assignments, and view the All Assignments section on the QA Assignments page (QA > Assignments) | |
| Manage QA Settings | Access the "QA" tile on the Settings page and configure company-wide QA settings (QA scorecards, acknowledgments & appeals, QA notifications, etc.) | |
| Export QA Data | Export data from the QA Dashboard (QA > Dashboard > Completed Reviews > Export) | |
| Manage Calibrations | Access, create, edit, and archive QA calibration sessions, in addition to seeing the All Sessions calibrations tab Note:
| |
| Export Calibrations data | Export calibration data from the All Sessions tab on the Calibrations page (QA > Calibrations) | |
| Submit Appeals | Submit appeals for QA reviews (if the user has been granted appropriate scope) Note: This permission has it's own scope, which will override the QA scope for this role, if necessary. | |
| Resolve Appeals | Resolve appeals for any QA review with an open appeal (if the user has been granted the appropriate scope) Note: This permission has it's own scope, which will override the QA scope for this role, if necessary. | |
| Coaching & Performance Management | Coach 1:1s | Initiate coaching sessions (1:1s) as a coach |
| Participate in 1:1s | Roles with this permission can be selected as the team member of a coaching session (1:1). When selected as the team member, the user can add notes to the Agenda field of the session after it has been shared. | |
| View 1:1s | Access the 1:1s page from the top navigation menu, without permission to edit sessions Note: These users should be neither coaches nor team members. | |
| View 1:1s Reporting | View historical details of 1:1 sessions on the 1:1s page | |
| Save for 1:1s | Save feedback, QA reviews, and metric snapshots to discuss in coaching sessions (1:1s) | |
| View Performance | View and access the Performance dashboard from the top navigation menu | |
| Manage 1:1 Settings | Access the "1:1s" tile from the Settings page to edit company-level 1:1 settings | |
| Manage Goals | Create and edit goals on the Performance page for team members | |
| Company Settings & Admin Tools | Administer Passwords | Access and initiate the password-reset flow on user profiles and the Reset Passwords page (Settings > Manage Team > Bulk Actions > Reset Passwords) |
| Approve Pending Profiles | Access the Pending Profiles page (Settings > Manage Team > Bulk Actions > Pending Profiles) and approve profiles in Pending status | |
| Manage Users | Access the Manage Team page to create, edit, or deactivate users Important: At least one user in your organization must have this permission. | |
| View Users | Access only the Users tab of the Manage Team page to view other users (within this user's data scope), without the ability to create, edit, or deactivate users | |
| Bulk Create/Update Users | Create or update any user profiles in bulk on the Manage Team page, even those outside of this user's data scope | |
| Contact Medallia Support | Access the "Contact Us" option in the Help menu to connect with the Medallia Support Team via chat. | |
| View & Manage Team Settings | Access the Team Settings slide-out panel on the Manage Team page Note: Team settings apply organization-wide for all users | |
| Manage Groups | Access the Groups tab on the Manage Team page to create, edit, duplicate, and archive groups | |
| Manage Roles & Permissions | Access the Roles tab on the Manage Team page to create and update user roles Important: At least one user in your organization must have this permission. | |
| Fulfill Rewards | Access the Rewards Votes page and fulfill rewards (if the feature is enabled) | |
| View Rewards Reports | Access the Rewards Votes page to view rewards only (if the feature is enabled), without permission to fulfill them | |
| Manage Surveys | Access the "Survey Builder" tile on the Settings page, and view/edit rewards, areas of excellence, areas of improvement, marketing, and service recovery | |
| Manage Metrics | Access the "Metric Configuration" tile on the Settings page to edit metric configuration for the company, including metric sets, leaderboard configuration, and more | |
| Manage Integrations | Access the "Integrations" tile on the Settings page to view API keys, download the organization's secret key, and set API alert email addresses | |
| Manage Company Settings | Access the "Company Info" tile on the Settings page | |
| Social | QA Messaging | Use "@" to mention someone in the chat module on the QA review page Note: The QA chat feature will be visible whether this permission is enabled or disabled. |
| View Leaderboard | Access the Leaderboard from the top navigation menu |
