Roles in Conversation Insights Agent

When adding a user, assigning a role grants the user access to perform specific tasks. A user cannot be created without a role. Before assigning a role, it is crucial to understand its permissions and limitations. Below is the complete list of roles that are supported in Conversation Insights Agent.

Roles and Permissions Matrix

Roles/ Permissions	Account Administrator	Analyst	Customer Service Agent	Manager (Supervisor)	Quality Analyst	BI Viewer	BI Designer
Create User	✓	-	-	-	-	-	-
Edit User	✓	-	-	-	-	-	-
Delete User	✓	-	-	-	-	-	-
Configure Organization Hierarchy	✓	-	-	-	-	-	-
Create Conversation Facts	✓	✓	-	-	✓	-	-
Edit Conversation Facts	✓	✓	-	-	✓	-	-
Delete Conversation Facts	✓	✓	-	-	✓	-	-
Design Scorecards	✓	✓	-	-	✓	-	-
Edit Scorecards	✓	✓	-	-	✓	-	-
Delete Scorecards	✓	✓	-	-	✓	-	-
View all Conversations	✓	✓	-	-	✓	✓	-
View own Conversations	✓	-	✓	-	-	-	-
View Assigned Agent's Conversations	-	-	-	✓	-	-	-
View Scorecard Evaluation Status	-	-	✓	✓	✓	-	-
Manually Evaluate Agents	-	-	-	✓	✓	-	-
View Team Performance Dashboard	✓	✓	-	✓	✓	✓	✓
View Topic Discovery Dashboard	✓	✓	-	✓	✓	✓	✓
View My Performance Dashboard	-	-	✓	-	-	-	-
Create Custom Dashboard	✓	✓	-	-	-	-	✓
View Custom Dashboard	✓	✓	-	-	✓	✓	✓

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.

Note

Conversation Insights Agent does not support Sales Agent, Auditor, and Data Scientist roles.

Role Hierarchy 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. Create, edit, and delete users. Configure the organization hierarchy. View Team Performance and Topic Discovery dashboards for the entire organization and the My Performance Dashboard of the Agent. Design and view custom dashboards from Designer and My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View comments in the respective customer agent's conversations. View the agent's Evaluations page and acknowledge their score provided by the Quality Analyst.
Account Administrator + Analyst	Users with Account Administrator and Analyst roles act as Account Administrators along with Analyst capabilities. 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 My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View, add, edit, and delete all comments in conversations.
Account Administrator + Quality Analyst	Users with Account Administrator and Quality Analyst roles act as Account Administrators with additional access to the Evaluation. 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 My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View, add, edit, and delete all comments in conversations. Manually evaluate agents. View agent performance using the Team Performance dashboards.
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. Create, edit, and delete users. Configure the organization hierarchy. View Team Performance and Topic Discovery dashboards for the entire organization and the My Performance Dashboard of the Agent. Design and view custom dashboards from Designer and My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View comments in the respective customer agent's conversations.
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. Create, edit, and delete users. Configure the organization hierarchy. View Team Performance and Topic Discovery dashboards for the entire organization and the My Performance Dashboard of the Agent. Design and view custom dashboards from Designer and My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View comments in the respective customer agent's conversations.
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. View Team Performance and Topic Discovery dashboards for the entire organization and the My Performance Dashboard of the Agent. Design and view custom dashboards from Designer and My Analytics, respectively. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View conversations; View comments in the respective customer agent's conversations. View the respective Agent's conversations along with the comments added. View the scorecard evaluation status of the Agent's conversation. View My Performance Dashboard of the Agent. Note User Role Attributes are applicable; attributes such as Assigned Manager, Phone Extension, Skill ID, User CRM ID, and Station Code can be added.
Analyst + Quality Analyst	Users with Analyst and Quality Analyst roles will have both roles' capabilities. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View the Team Performance and Topic Discovery dashboard. 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 or Quality Analyst. Manually evaluate agents.
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. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View the Team Performance and Topic Discovery dashboard. 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.
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. Create, edit, and delete conversation facts. Design, edit, and delete scorecards. View the Team Performance and Topic Discovery dashboard. 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.
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.
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. View conversations. Add comments to conversations. Edit or delete comments created by the Quality Analyst. Manually evaluate agents. View the Team Performance and the Topic Discover Dashboard View custom dashboards available in My Analytics. View the Agent's self-performance through the My Performance dashboard. Note The Agent Workspace cannot be displayed; therefore, Agents cannot acknowledge their own conversations.
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. View conversations. Add comments to conversations. Edit or delete comments created by the Quality Analyst. Manually evaluate agents. View the Team Performance and the Topic Discover dashboard. View custom dashboards available in 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. View conversations. Add comments to conversations. Edit or delete comments created by the Quality Analyst. Manually evaluate agents. View the Team Performance and the Topic Discovery dashboard. Create and view custom dashboards through Custom Analytics.
BI Designer + BI Viewer	Users with BI Viewer and BI Designer roles act as BI Designers. Create and view custom dashboards through Custom Analytics. View the Team Performance and the Topic Discovery dashboard.
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. View their (agent) 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 the My Performance dashboard. View the Team Performance and the Topic Discovery dashboard. Note User Role Attributes are applicable; attributes such as Assigned Manager, Phone Extension, Skill ID, User CRM ID, and Station Code can be added.
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. View their (agent) conversations along with the comments added. View the scorecard evaluation status of their conversation. Access Agent Workspace and acknowledge comments provided by the Quality Analyst. Access the Agent Workspace and acknowledge comments provided by the Quality Analyst. View their performance in the My Performance dashboard. View the Team Performance and the Topic Discovery Dashboard. Create and view custom dashboards through Custom Analytics. Note User Role Attributes are applicable; attributes such as Assigned Manager, Phone Extension, Skill ID, User CRM ID, and Station Code can be added.

In this section:

Uniphore Help Center Portal

Roles in Conversation Insights Agent

Roles and Permissions Matrix

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Role Hierarchy in Conversation Insights Agent

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