User Roles Tab
You must have the default Administrator role or a custom role that includes these permissions to modify and view user roles:
- Administration > User Roles > Modify to modify a CxQM User Role.
- Administration > User Roles > View to view a CxQM User Role.
You must have the default Administrator or Supervisor role or a custom role that includes this permission to view user roles:
- Administration > User Roles > View to view a CxQM User Role.
The secondary Administration > User Roles tab is used to manage the three default CxQM user roles. New roles cannot be created in CxQM. All default user roles are synced from CxEngage to CxQM and cannot be changed.
Only custom roles can be modified. Default user roles cannot be modified.
The User Roles table shows records for each user role and columns of user role information. These columns are:
| Header Name | Description |
|---|---|
| Role Name | Default names are Administrator, Supervisor or Agent. |
| Description | A short description of the role. |
| In Use | If checked, this indicates that this user role is in use by a user's account. |
Tenant Roles
A tenant role is a preset collection of permissions grouped into a named "persona". CxEngage uses three un-alterable, default roles that are created, managed and synced through cxengage-qm gateway between the CxEngage and CxQM. Each role has permissions assigned. The roles are:
- Tenant Administrator
- Supervisor
- Agent
User Roles are synced upon activating CxQM on a tenant via the Integration Management page. The following attributes apply:
- Administrators with the Administration > Users Roles > View and > Administration > Users Roles > Modify permissions can view and make some CxQM changes to roles.
- Supervisors with the Administration > Users Roles > View role permission can view user roles.
- Agents have no access to the User Roles tab.
What is a Custom Role
Very rarely, a tenant may require a new user role, such as Trainer or Quality Manager over and above the three default user roles provided. Default tenant administrators cannot create new user roles in CxEngage or CxQM. Default user roles in either CxEngage or CxQM will not be modified. Only custom roles can be modified.
The tenant must request a new, custom role, such as Trainer, be created in CxEngage. The role will sync with CxQM. Please contact your Service Professional for help with this task.
If a Tenant Administrator needs to alter permissions, they can only do so on a custom role, that has been synced to CxQM. The tenant administrator can use their Administration > Users Roles > Modify permission to change some of the permissions on the new custom role, such as enabling the Evaluation Forms > Create permission to allow the new custom role to create new evaluation forms using the Evaluations > Forms tab.
The User Roles table of records and columns displays:
- Role Name: A name that describes the role.
- Description: An optional description for the nature of the user role.
- In Use: If checked, indicates if this User Role is currently assigned to users. A role may only be deleted by the Platform Administrator and only if it is no longer in use, however an “in use” role can be modified.
Administrators can create any number of custom User Roles for the tenant. For example, a role could be created for a Trainer or a Quality Manager.
| Default CxQM User Role |
Intended Use |
|---|---|
|
Administrator |
Default Tenant Administrator roles are pre-defined list of permissions and privileges. Typically, a very small number of administrators are responsible for managing the CxEngage tenant and CxQM systems. Most notably, administrators are given access to CxQM configuration settings and options. Default Tenant Administrator permissions cannot be changed. |
|
Supervisor |
Default Supervisor roles have fewer permissions than an administrator and are granted the ability to view and use frequently accessed recording, administrative and quality capabilities. Default Supervisor permissions cannot be changed. |
|
Agent |
Default Agents roles have limited access to view and playback their own calls on the Recordings module and access to evaluation, coaching sessions and e-learning materials through their My Engage dashboard. Default Agent permissions cannot be changed. |
|
Custom Role |
Custom roles are specially created in CxEngage and synced to CxQM. Only custom user roles permissions can be changed on a very limited basis in CxQM. |
User roles have the following properties:
- Sets of feature permissions are assigned to a user role and the user role is assigned to multiple user accounts
- Can provide the ability to generate a URL for playback of a recording.
- Tenant users will only be able to view accounts and resources assigned to them.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
- Quick filters are available to refine a search. Click on the Filter Icon in the header of each column to select filter parameters for that column.
