What are Roles?
Observe.AI utilizes four default standard User Roles - Admin, Supervisor, QA Analyst, and Agent. Each of these roles is programmed with set permissions that control the resource access level for that/a user. The permissions on these default users can’t be altered.
The Default roles
ADMIN |
Manage the Team setup, visibility into all Teams, Creating Moments. |
QA ANALYSTS |
A user that will complete QA evaluations, provide insights and assist in coaching |
SUPERVISORS |
Visibility into their specific agents and teams. Create action plans through coaching |
AGENTS |
Visibility into their own calls in order to be more consistent, productive, and empathetic on calls. |
Please note that custom roles can be created in the UI as a way to manipulate the permissions for each role. To create a custom role, please contact your Observe.AI CSM. If an Observe.AI CSM is not assigned to your account, please email us at support@observe.AI and a member of our team will assist with your request.
Permission levels for each section in the UI are: (Scorecard, Calls list, Calls Details, Leaderboard, Analyze, Moments, Labs, Evaluations, Settings, Inbox)
● Create: Access the ability to create under a specific feature.
● View: Access the ability to view under a specific feature.
● Update: Access the ability to update under a specific feature.
● Delete: Access the ability to delete under a specific feature.
Admin Role
The Admin role is usually assigned to a master user which are mid to Upper management end users or executives with access to the UI will be assigned an admin role profile. This role will give a user access to all tabs and feature capabilities of that tab in the UI. Full ability to Create, View, Update, and Delete in the UI.
*Default role with permissions. (Permissions can be manipulated via custom role creation)
Resource | Admin |
Scorecard Tab | Yes - can view all calls |
Calls Tab | Yes - can view all calls |
Leaderboard Tab | Yes - can view all calls |
Analyze Tab | Yes - can search all calls |
Moments Tab | Yes - can create moments |
Evaluation Tab | Yes - can view all completed evaluations |
Coaching Tab | Yes - can view all Agent Report, Coaching Sessions & Agent |
Settings Tab | Yes |
Inbox Tab | Inbox for the user |
Supervisor Role
This role is assigned to the Supervisor end users of the Operations team. This allows for a supervisor to leverage the UI to identify call trends and feedback to enhance the agent coaching experience.
The below permissions are assigned by default for operations use for a supervisor. Leveraging the Scorecard tab to understand how Moments are trending. Leveraging the Calls tab to listen to calls and provide coaching notes. Leveraging the Leaderboard tab to understand agent outliers for Moments or other areas of opportunities. Leveraging the Analyze tab to pinpoint calls with agent escalations or perform a deep-dive on certain keywords or key phrases that a particular agent is using. Leveraging the Beta tab to view completed agent evaluations and to move through their coaching flow.
*Default role with permissions. (Permissions can be manipulated via custom role creation)
Resource | Admin |
Scorecard Tab | Yes - can view all calls and calls for associated teams if assigned |
Calls Tab | Yes - can view all calls and calls for associated teams if assigned |
Leaderboard Tab | Yes - can view all calls and calls for associated teams if assigned |
Analyze Tab | Yes - can search all calls for associated teams |
Moments Tab | Not visible under this role |
Evaluation Tab | Not visible under this role |
Coaching Tab | Yes - can view Agent Report, Coaching Sessions and Agent Performance Dashboard for associated teams |
Settings Tab | Yes |
Inbox Tab | Inbox for the user |
QA Analyst Role
The QA Analyst role is assigned to members of the QA team that perform agent QA evaluations and will need to provide QA reporting trends.
The below permissions are assigned by default for operations use for a supervisor. Leveraging the Scorecard tab to understand how Moments are trending in reference to certain QA attributes. Leveraging the Calls tab to listen to calls and complete QA evaluations. Leveraging the Analyze tab to pinpoint calls with agent escalations or perform a deep dive on certain keywords or key phrases that a particular agent is using. Leveraging the Evaluations tab to track the productivity of QA analysts and potential accuracy of their scoring.
*Default role with permissions. (Permissions can be manipulated via custom role creation)
Resource | Admin |
Scorecard Tab | Yes - can view all calls and calls for associated teams if assigned |
Calls Tab | Yes - can view all calls and calls for associated teams if assigned |
Leaderboard Tab | Not visible under this role |
Analyze Tab | Yes - can search all calls for associated teams |
Moments Tab | Yes - can view moments setup |
Evaluation Tab | Yes - can view all completed evaluations for associated teams |
Coaching Tab | Not visible under this role |
Settings Tab | Not visible under this role |
Inbox Tab | Inbox for the user |
Agent Role
The Agent role is limited to each specific agents’ own data points. These data points entail their calls and the ability to see their evaluation scores.
*Default role with permissions. (Permissions can be manipulated via custom role creation)
Resource | Admin |
Scorecard Tab | Yes- can only view data for calls taken by the agent |
Calls Tab | Yes- can only view calls taken by the agent |
Leaderboard Tab | Not visible under this role |
Analyze Tab | Yes- can only view information for calls taken by the agent |
Moments Tab | Not visible under this role |
Evaluation Tab | Not visible under this role |
Coaching Tab | Yes - can only view Agent Report and Performance Dashboard for the agent |
Settings Tab | Not visible under this role |
Inbox Tab | Inbox for the user |
Feel free to download the below PDF for your own documentation.