Administrators can assign one of several roles to users. Roles are defined below with instructions on how to edit or change user roles for users already added to the platform.
For each of the different approaches for adding users, you will assign a role to the user. The following roles are available with associated privileges:
Agent: Access is generally restricted to information specific to themselves. They can see only quality evaluations or coaching sessions done on themselves. They have access and privilege levels only as configured by the platform administrator. They can only view historical data for their own activities.
Team Leader: Access is generally restricted to information specific to themselves and their team members. They can see quality evaluations and coaching sessions done on their team members. They have access and privilege levels only as configured by the platform administrator.
Analyst: Access is generally restricted to information specific to quality evaluations and historical data associated with quality evaluations. They can conduct quality evaluations.
Administrator: A platform administrator has full privileges on PlayVox. They have unrestricted view of historical data and activities for any user type. They can configure users and applications on the platform. They can manage administrative functions such as billing and integrations.
Super Administrator: A super administrator has access and privileges across multiple PlayVox platform sites within an enterprise platform. This designation is often preferred for larger, distributed business operations.
Instructions for changing a user's role.
Click on the platform administrator gear icon in the top right corner of the desktop. Select User management.
The user management page appears. Click on the edit button as shown in the image below.
A user profile page appears on your screen.
Change the role of the user and click Save. Your changes are saved and the user has the new role assignments.
Creating teams: How to organize teams on your PlayVox platform.