To ensure the right people have the right access, [Your Company/Product] supports six primary user roles: Stakeholder, Admin, Manager, Coach, QA Manager, and Agent. Each role is designed to align with typical responsibilities and access needs in a customer service or operational environment.
This guide outlines what each role can access and do within the system.
👑 Admin
Admins have full access to all system settings and user management tools. They are responsible for maintaining configuration and security across the platform.
Permissions include:
-
Manage users and roles
-
Configure integrations and settings
-
Access all reports and dashboards
-
View and edit all conversations, tasks, and QA reviews
-
Impersonate any user for troubleshooting or setup
📊 Stakeholder
Stakeholders are typically executive leaders or business stakeholders who need read-only access to performance data.
Permissions include:
-
View high-level dashboards and reports
-
Access custom views and performance metrics
-
No access to edit tickets, tasks, or settings
-
Cannot interact with conversations or QA
👥 Manager
Managers oversee team performance and operations. They have visibility into their team’s work and can support task assignments and monitoring.
Permissions include:
-
View and filter conversations by team or individual
-
Assign or reassign tickets
-
View team performance dashboards
-
Comment on conversations
-
No access to modify global settings or roles
🧑🏫 Coach
Coaches support agent development and performance feedback. They work closely with QA Managers and Team Managers to guide agents.
Permissions include:
-
Access to QA scorecards and agent reviews
-
Comment on QA evaluations
-
View agent performance trends
-
Cannot modify settings or assign conversations
-
Limited dashboard/report access focused on individual agent metrics
✅ QA Manager
QA Managers are responsible for quality assurance processes. They lead evaluations and ensure scoring consistency.
Permissions include:
-
Create and manage QA rubrics
-
Review and score conversations
-
Access QA dashboards and calibration reports
-
Comment on agent interactions
-
No access to change system settings or manage users
🎧 Agent
Agents handle direct customer interactions and respond to tickets across assigned channels.
Permissions include:
-
View and respond to assigned conversations
-
Use macros or templates
-
View personal performance metrics
-
No access to team-level dashboards or QA configurations
🔒 Role Comparison Overview
| Role | Ticket Access | QA Access | Reporting | User Management | Settings Access |
|---|---|---|---|---|---|
| Admin | ✅ All | ✅ All | ✅ Full | ✅ Yes | ✅ Full |
| Stakeholder | ❌ None | ❌ None | ✅ Read-only | ❌ No | ❌ No |
| Manager | ✅ Team-level | 🔄 View/comment | ✅ Team | ❌ No | ❌ No |
| Coach | 🔄 View only | ✅ Comment | ✅ Agent | ❌ No | ❌ No |
| QA Manager | 🔄 View only | ✅ Full | ✅ QA-only | ❌ No | ❌ No |
| Agent | ✅ Assigned | ❌ None | ✅ Self | ❌ No | ❌ No |
🔧 Customizing Roles
If you require more granular control, [Your Company/Product] supports advanced permission configurations. Contact your Admin or [Support Team] to request a role change or custom permission set.
Let me know if you want this turned into HTML or Markdown format, or need a version styled for your help center or internal documentation site.