This article explains how to set up the users and the permissions for Groups and Reports.
There are 4 user role types available. Each of the role types have varying permissions.
User Roles:
Admin: Admin users can view and manage all settings (Groups, Users, Campaigns, Tracking Number, Call Actions, Integrations, etc.) for their group level and below. Admins will need access to the Groups they wish to see data in their reports for.
Standard: Standard users can manage Campaigns, Tracking Numbers, and Call Actions when they are added as the Campaign “Owner”. They will only be able to view data for groups they have access to. They will also be able to manage their user profile. Standard users will not be able to manage Groups, Users, or other settings.
Read-only: Read-only users will be able to view data for groups they have access to. They will also be able to manage their user profile.
Identified-only: Identified-only is a user role that is available only for customers with Manual Scorecard addon. They will only be able to view and review the calls they are assigned to. Any new user who has been assigned calls from any group will be called as an identified user.
Can do
Admin
Can add, create, edit, manage, operations
Standard
Can view Campaigns and edit only those campaigns for which they are added as Campaign Owners .
Can create Tracking Numbers, schedule reports only for those campaigns for which they are added as Campaign Owners .
Read only
Can only view the data of the group for which they have access to.
Identified only
They only have access to Reports, Legacy reports, Home page and scorecard section in the app.
Can't do
Admin
Can't delete the Billing Group Top level OUID.
Standard
Cannot add sub groups/users.
Cannot edit the campaigns that they are not Campaign owners of.
Read only
Can't create or edit anything in the app.
USER PERMISSIONS:
Once a User has been created, you will have an option to adjust their default permissions. To modify User Permission, click on the “User Permissions” button to the right of the User record. The three User Permission options are: Access Audio, Group Access, Reporting and Scorecard Access (to be included as an Addon)
Access Audio - If calls are being recorded, by default all Users, regardless of their role, will be able to listen to, download, and/or email call recording audio files. If this option is changed to “NO,” then that User can view call data but not listen to, download, or email call recording audio files.
This screenshot shows user permission window.
Group Access
The Group Access model allows an Admin to select the Groups that a user has access to. By default, all Groups at the user level and below will be selected. The admin can grant access to any other Group/s in the entire organization.
Note: Campaign Owner concept will remain the same for Standard Users to manage campaigns.
See Illustration 1.1
Users that are added to the top, left most, level Group (shown as “Company” in the illustration) will have default access to all Groups, as shown by the blue colored boxes. Access to any of these Sub-Groups can be removed by any Admin.
See Illustration 1.2
Users that are added on a middle level Sub-Group (shown as “Region” in the illustration) will have default access to their Group and below, as shown by the blue colored boxes. They can optionally be granted access to sister Groups, as well as those sister Groups Sub-Groups, as shown by the white colored boxes. Middle level Sub-Groups cannot be added to the top level Group, as shown by the red box.
See Illustration 1.3
.
This illustration shows how access could be granted if a user should have access to multiple Groups on the lowest level. To manage this, a user should be added to the middle-level. The defaults were shown in Illustration 1.2. To accomplish the shown design, the default access should be edited so that they can access any desired sister Groups, and the relevant bottom level groups.
See Illustration 1.4
Users that are added on a bottom, right most, level Sub-Group (shown as “Location” in the illustration) will default access to their Group only, as shown by the blue colored box. They can optionally be granted access to sister Groups, as shown by the white colored boxes. They cannot be added to top, middle, or bottom level Groups.
REPORTING ACCESS
By default, Users will have access to reports based on their role. You can remove or grant access to any of the default reports here. See the table below for the default reporting access settings.
SCORECARD ACCESS
To better facilitate granting the proper permissions to Selectors and Scorers, we need to introduce a Score Calls permission under User Permissions.
The following will apply to existing user roles on the newly created Select and Score page as well as on reports:
- Identified-only users will see a list of all unscored, scored, and reviewed calls that they have been identified on the Select and Score page.
- Read-only users will see all calls that have been unscored, scored, and reviewed for their assigned groups on the Select and Score page.
- Standard (without Score Calls permissions) users will see all calls that have been unscored, scored, and reviewed for their assigned groups on the Select and Score page.
- Standard (with Score Calls permissions) users will see a list of unscored, scored, and reviewed calls for their assigned groups on the Select and Score page. They will also be able to Identify agents, attach scorecards, score calls, edit scores, remove scorecards, etc.
- Admin (without Score Calls permissions) users will see a list of unscored, scored, and reviewed calls for their assigned groups on the Select and Score page. They will not be able to access the Manage Scorecards page.
- Admin (with Score Calls permissions) users will have all rights for their assigned groups. They can create, edit, and delete scorecards on the Manage Scorecards page. They will see a list of unscored, scored, and reviewed calls for their assigned groups on the Select and Score page. They will also be able to Identify agents, attach scorecards, score calls, edit scores, delete scorecards, etc.
- Admin, Standard and Read-only users can also be assigned as agents on calls.