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Manage Users for Conversation Insights Agent

All Users are managed in Administration Platform. Conversation Insights Agent does not require any additional activities to manage your User's access, but does make use of some unique Roles, which are detailed here to help Administrators understand how to manage Users for Conversation Insights Agent.

Note

For full details on how to manage your Users in Administration Platform click here.

Conversation Insights Agent Users - Components and Considerations

Conversation Insights Agent makes use of the user management tools provided on Administration Platform including Roles, Users, and an Organizational Hierarchy. If needed Users can be added manually or by CSV import as well as deactivated and/or deleted manually in the system, for more information click here.

Conversation Insights Agent Users - Organization Hierarchy

Within the Organization Hierarchy there are Users, Groups and Subgroups. For information on adding / removing Users, Groups, and Subgroups to / from your Organization Hierarchy click here.

Conversation Insights Agent Users - Roles

User Roles provide access permissions to Users, Roles are given to individual users to provide the base access and permissions required for their day to day operations, such as managing Users, Facts, Scorecards, processing Conversations, creating Dashboards and more. Conversation Insights Agent utilizes the following Roles to help you delegate access permissions across your users:

Note

This is not a complete list of the Roles available in Administration Platform, the information provided below describes how each Role is used for Conversation Insights Agent specifically, other permissions may be granted by the Role if other applications are deployed. For information on all of the Roles available to Administration Platform Users and how they are used across all applications, click here.

Roles

Description

Account Administrator

The Account Administrator is the highest-level role, with full access to all features. An Account Administrator can:

  • Create, edit, and delete users

  • Configure the organization hierarchy

  • View Team Performance and Topic Discovery dashboards for the entire organization.

  • Design and view custom dashboards from Designer and Custom Analytics, respectively.

  • Create, edit, and delete conversation facts

  • Design, edit, and delete scorecards

  • View conversations

  • View, add, edit, and delete all comments in conversations.

Analyst

An Analyst processes conversation data to gather insights. An Analyst can:

  • Create, edit, and delete conversation facts.

  • Design, edit, and delete scorecards.

  • View the Team Performance and Topic Discovery dashboard for their team.

  • Design and view custom dashboards from Designer and Custom Analytics, respectively.

  • View conversations. Add comments to conversations; edit or delete comments created by the corresponding Analyst.

Customer Service Agent

A Customer Service Agent interacts with customers to resolve issues and answer queries. A Customer Service Agent can:

  • View their conversations along with the comments added.

  • View the scorecard evaluation status of their conversation.

  • Access the Agent Workspace from Evaluations and acknowledge comments provided by the Quality Analyst.

  • View their performance in dashboards.

Note

User Role Attributes are applicable; attributes such as Assigned Manager, Phone Extension, Skill ID, User CRM ID, and Station Code can be added.

Manager (Supervisor)

A Manager manages the Agents or other Managers assigned to them. Each Manager can have a maximum of 50 direct agents. A Manager can:

  • View their team's performance using the Team performance dashboard and custom dashboards available in My Analytics.

  • View conversations. Add comments to conversations; edit or delete comments created by the corresponding Manager.

Note

Prior to release 2025.04, the Manager and Analyst had the same access privileges. If you wish to continue this, contact a Uniphore Support Representative.

User Role Attributes are applicable; attributes such as Phone Extension and Assign Agents/Manager to Manager can be added.

Quality Analyst

A Quality Analyst focuses on maintaining service quality. A Quality Analyst can:

  • Create, edit, and delete conversation facts.

  • Create, edit, and delete scorecards.

  • View the conversations of agents assigned to the corresponding Quality Analyst. Add comments to conversations; edit or delete comments created by the corresponding Quality Analyst.

  • Manually evaluate agents.

  • View agent performance using the Team Performance dashboards.

  • View custom dashboards available in My Analytics.

BI Viewer

A Business Intelligence (BI) Viewer monitors performance metrics and gains insights into customer interactions and overall service quality. A BI Viewer can:

  • View custom dashboards available in My Analytics (cannot create or customize dashboards).

BI Designer

A BI Designer creates dashboards to analyze customer interactions, tracks performance metrics, and provides actionable insights for improving customer experience. A BI Designer can:

  • Create and view custom dashboards.

The descriptions above make reference to various Conversation Insights Agent features. Find more information on these features in each of the following references:

Dual Roles Assignment in Conversation Insights Agent

Conversation Insights Agent allows you to add two roles to a user. When two roles are assigned to a user, the primary role's capabilities and the secondary role's key capabilities are taken into account. Among both roles, the role that has access to most of the product features is known as the primary role, and the secondary role is another role that is assigned along with the primary role.

How does Role Hierarchy Work?

When two roles are assigned to a user:

Primary Role: The user inherits all capabilities (permissions, access rights, etc.) associated with the primary role. This ensures the user has the necessary permissions to perform all tasks related to the primary role.

Secondary Role: In addition to the primary role's capabilities, the user also inherits the key capabilities associated with the secondary role. Key capabilities represent the most essential permissions required for the role.

Roles

Description

Account Administrator + Agent (Customer Service)

The user with the Account Administrator and Agent roles acts as an Account Administrator with additional access to My Performance Dashboard (Agent's data) and Evaluation, where the Agent can acknowledge their scores given by the QA.

Account Administrator + Analyst

Users with Account Administrator and Analyst roles act as Account Administrators along with Analyst capabilities.

Account Administrator + Quality Analyst

Users with Account Administrator and Quality Analyst roles act as Account Administrators with additional access to the Evaluation.

Account Administrator + BI Viewer

A user with the Account Administrator and BI Viewer roles acts as an Account Administrator, as the BI Viewer's capabilities are included in the Administrator's role.

Account Administrator + BI Designer

A user with the Account Administrator and BI Designer roles acts as an Account Administrator, as the BI Designer's capabilities are included in the Administrator's role.

Analyst + Agent (Customer Service)

Users with Analyst and Agent roles act as Analysts, with additional access to My Performance Dashboard (Agent's data) and Evaluation (Agent screen), where the Agents can acknowledge their scores given by the QA.

Analyst + Quality Analyst

Users with Analyst and Quality Analyst roles will have both roles' capabilities.

Analyst + BI Viewer

A user with the Analyst and BI Viewer roles acts as an Analyst, as the BI Viewer's capabilities are included in the Analyst's role.

Analyst + BI Designer

Users with Analyst and BI Designer roles act as Analysts, as the BI Designer's capabilities are included in the Analyst's role.

Quality Analyst + Agent (Customer Service)

Users with Quality Analyst and Agent roles act as Quality Analysts, with additional access to My Performance Dashboard (Agent data).

As the user is both a Quality Analyst and an Agent, the Agent's call cannot be evaluated by the same user with the Quality Analyst role.

Quality Analyst + BI Viewer

A user with the Quality Analyst and BI Viewer roles acts as a Quality Analyst and has additional access to view the dashboards available in Custom Analytics > My Analytics.

Quality Analyst + BI Designer

A user with Quality Analyst and BI Designer roles acts as a Quality Analyst and has additional access to create Custom dashboards.

Manager + Analyst

Users with Manager and Analyst roles can have the following access permissions:

  • Create organization and org hierarchy

  • Create and manage conversation facts

  • Design and manage scorecards

  • Assign Agents and Managers to a Manager.

  • View all agents' performance using the Team performance dashboard and custom dashboards available in My Analytics.

BI Designer + BI Viewer

Users with BI Viewer and BI Designer roles act as BI Designers.

Agent (Customer Service) + BI Viewer

A user with the BI Viewer and Agent roles acts as an Agent with additional access to view the My Analytics dashboard in Custom Analytics.

Agent (Customer Service) + BI Designer

A user with BI Designer and Agent roles acts as an Agent with additional access to create and view the My Analytics dashboard in Custom Analytics.

In this section: