Users and user permissions in CAI

There are five user role types available. Each of the role types has varying permissions.

There are five user role types available. Each of the role types has varying permissions. 

CAI has five distinct user roles, each with specific permissions tailored to their responsibilities. Their group permissions determine user access to data across various pages. For instance, a third-level group admin cannot view data from first or second-level groups in reports or other pages.

User Roles:

Admin: Admins have the highest level of access. They can view and manage all settings, including Groups, Users, Campaigns, Tracking Numbers, Call Actions, Integrations, and more, for their group level and any subordinate groups. Admins must have group access enabled to view data in reports.

Standard: Standard users can manage Campaigns, Tracking Numbers, and Conversation Actions when designated as the Campaign “Owner.” They can only view data for groups they have access to and can manage their user profiles. However, they cannot manage Groups, Users, or other settings.

Read-only: Read-only users can view data for groups they have access to and manage their own user profiles. They do not have editing or management permissions. 

Identified-only: Identified-only users are restricted to viewing and reviewing their assigned conversations. This role is assigned when a user is designated to handle specific conversations, which may come from groups outside their primary assignment. For example, conversations in Sub-group A can be assigned to a user from Sub-group B.

Scorer: Scorer users can view data for groups they can access, manage user profiles, and score conversations.

User Permissions

Once a user is created, you can adjust their default permissions. To modify a user's permissions, click the “Change Permissions” button on the user details page. The three permission options available are Group Access, Reporting Access, and Audio/Scoring Access (which will be available as an add-on).

Access Audio
If conversations are recorded, users can listen to, download, or email the audio files by default. This can be restricted by setting Audio Access to “NO,” which will prevent the user from accessing the audio files while still allowing them to view conversation data.

Group Access

The Group Access model enables an Admin to choose the specific Groups that a user can access. By default, all Groups at the user level and below are selected. The Admin also has the option to grant access to any other Groups within the entire organization.

Note: The campaign owner concept will remain the same for standard users who manage campaigns.

See Illustration 1.1

Users added to the highest level Group (labeled as "Company" in the illustration) will have default access to all Sub-Groups, as indicated by the blue boxes. Any Admin can revoke access to any of these Sub-Groups.

See Illustration 1.2. 

Users who are added to a middle-level Sub-Group (referred to as "Region" in the illustration) will have default access to their own Group and all subordinate Groups, as indicated by the blue boxes. They may also be granted optional access to sister Groups and their respective Sub-Groups, represented by the white boxes. It is important to note that middle-level Sub-Groups cannot be added to the top-level Group, as shown by the red box.

See Illustration 1.3.

This illustration demonstrates how to grant access to users who need to connect with multiple groups at the lowest level. The user should be added to the middle-level group to manage this effectively. The default settings are outlined in Illustration 1.2. The default access permissions must be modified to allow entry to the relevant sister groups and the appropriate bottom-level groups to achieve the intended design

.

See Illustration 1.4.
Users added to the bottom-right level Sub-Group (indicated as “Location” in the illustration) will have default access limited to their specific Group, represented by the blue box. They may also be granted optional access to sister Groups, which are shown by the white boxes. However, they are not permitted to be added to top, middle, or other bottom-level Groups.

Reporting Access

By default, users can access reports based on their roles. Admins can modify these default permissions to grant or restrict access to specific reports.

Scorecard Access

A “Score Conversations” permission is included under User Permissions to streamline permissions for selectors and scorers. Below are the scorecard-related permissions for each role:

1. Identified-only Users: Can view unscored, scored, and reviewed conversations assigned to them.
2. Read-only Users: Can view all unscored, scored, and reviewed conversations for their assigned groups.
3. Standard Users (without “Score Conversations” permissions): Can view all unscored, scored, and reviewed conversations for their assigned groups.
4. Standard Users (with “Score Conversations” permissions): Can perform all scorecard-related tasks, such as identifying agents, attaching scorecards, scoring conversations, editing scores, and removing scorecards for their assigned groups.
5. Admin Users (without “Score Conversations” permissions): Can view all unscored, scored, and reviewed conversations for their assigned groups but cannot manage scorecards.
6. Admin Users (with “Score Conversations” permissions): Have full scorecard management rights, including creating, editing, and deleting scorecards. They can also perform all scoring tasks for their assigned groups.
7. Scorer Users: Can view all unscored, scored, and reviewed conversations for their assigned groups and access scoring-related reports.

Additional Notes

Admins, Standard, Read-only, and Identified-only users can all be designated as agents in conversations. This flexibility allows for tailored permissions to fit organizational needs while maintaining control over data visibility and management capabilities.