What are Roles?

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

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)

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)

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)

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)

Feel free to download the below PDF for your own documentation.