Medallia Agent Connect is structured to support the concept of teams. Each person in your organization is a member of a team, and has one of the following roles:

• Team Member — Anyone that interacts with customers regularly. Team Members are often customer service agents, but they could be sales representatives, happiness champions, or work in any other customer-facing function. Team Members usually report to a Team Leader (such as a manager or supervisor), but they can report directly to Admins if that best suits your organization's hierarchy.
• Team Leader — Anyone responsible for managing and coaching a group of Team Members. Team Leaders have broader permissions and greater access to Agent Connect features than Team Members. For example, Team Leaders are able to approve their team's pending profiles, view their team's trends dashboard, and receive feedback alerts for interactions handles by their Team Members. Team Leaders usually report to an Admin, but they can report to another Team Leader, instead.
• Admin — Anyone responsible for configuring and maintaining Agent Connect. Admins have the broadest set of permissions and access to features. Admins are able to view all dashboards and reports, export all responses, edit profiles and roles for other users within their organization, and so on.

Assign a profile to users as part of creating their Profiles.

Access to data and Agent Connect features is determined by the permissions granted to each user's role. Consider your organization's structure when you create your team hierarchy in Agent Connect, and at any time you need to add a new user. Think about the user's responsibilities and the information the user needs, and assign a role accordingly.

If you think of your organization, you likely have a hierarchy where team members report to a team leader, and team leaders likely have a manager, as well. Agent Connect allows you to build your organization's hierarchy into the platform by developing a hierarchy through Teams.​

When a user profile is created we require for a Team Leader to be selected which the user will report to within a Team hierarchy.

We provide you with three default profile roles which you can use to build your team:

• Team Members

• Team Leaders

• Admins

Team Members are likely your customer service agents, but they could also be sales representatives or happiness champions! Team Members may report to a Team Leader (like a manager or supervisor), but they're also able to report directly to Admins or another role if you'd like! You can also build a multi-level hierarchy where Team Leaders can report to other Team Leaders to reflect multiple levels of management within a greater team.

Role permissions are editable and will vary across organizations but typically a Team Leader will have more permissions and features available than Team Members, so they're able to approve their team's pending profiles, view their team's trends dashboard, or receive negative feedback alerts for their agents.

Admins will normally have the most powerful profile role and the most permissions available to them. Admins by default are able to view all team and team member dashboards, export all responses, and edit profile roles for other users within their organization.

You also have the ability to create additional Roles to serve different functions (like QA Reviewers, Coaches, or custom Agent roles) within your organization that can also be incorporated into your Team hierarchy. For additional information, see Data scope and permissions.

In addition to creating a hierarchy by Teams we also recommend leveraging Groups to segment data which could include different departments or sites of your support organization. You can use group-level reporting to determine how a particular group of teams or employees is doing as compared to a different group, or how subgroups are performing compared to each other. Additional guidance on creating and managing Groups can be found in Groups.