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Understanding Administration Platform User Roles

All users need to be assigned a Role when they are added to an account. The Role defines the permissions that are granted to each user on Administration Platform and the activities that the user is authorized to perform on the platform and deployed Applications.

Predefined System Roles

Administration Platform provides the following Roles to help you delegate access permissions across your users:

Note

Not all the available roles and permissions granted are applicable for every application. Please see the relevant application topics for the product-specific list of Roles:

Caution

Administration Platform allows you to simultaneously assign more than one Role to a user. However, not all products support the use of multiple Roles. Consult with your Uniphore Support Representative for detailed limitations regarding each product.

Role	Applications	Description
Account Administrator	All Applications	The Account Administrator is the highest-level role, with full access to all features across all Administration Platform applications. A user with the Account Administrator role can: Create and manage Users Configure the Organization Hierarchy Access all Dashboards and create Custom Dashboards Create and manage conversation Facts Design and manage Scoreboards Create and manage Policies Create and manage Annotation Headers Create and manage Endpoints and Storage Locations View, delete, and export captured Conversation data If Real-Time Guidance Agent is deployed, users with the Account Administrator role can also access and manage the ACW admin portal, and the X-Console. For specific details click here.
Analyst	Conversation Insights Agent Real-Time Guidance Agent Self-Service Agent	An Analyst processes conversation data to gather insights. A user with the Analyst role can: Create and manage Conversation Facts Design and manage Scorecards View their team's performance using dashboards Manage Entities, Alerts, ACW Summaries, and ACW Dispositions If Real-Time Guidance Agent is deployed, users with the Analyst role can set up and manage run time data components in the U-Assist ACW Application. For specific details click here.
BI Designer	Conversation Insights Agent Real-Time Guidance Agent Self-Service Agent	Provides access to create and view custom dashboards to help analyze customer interactions, track performance metrics and provide actionable insights for improving customer experience. A user with the BI Designer role can: Create and view custom dashboards.
BI Viewer	Conversation Insights Agent Real-Time Guidance Agent Self-Service Agent	Provides access to view pre-designed dashboards to monitor performance metrics and gain insights into customer interactions and overall service quality. A user with the BI Viewer role can: View pre-designed dashboards
Customer Service Agent	Communication Recording Agent Conversation Insights Agent Real-Time Guidance Agent	Provides an Agent with access to their own calls, as well as their performance details. A user with the Customer Service Agent role can: Access / view the details of their own calls View their own performance in some dashboards If Real-Time Guidance Agent is deployed, users with the Customer Service Agent role can consumes automated run time capabilities in the AI Agent Assist Application, and access U-Assist ACW Agent Application. For specific details click here. The following additional User Role Attributes can be configured for a user with this role: Assigned Manager - Select a manager from the dropdown list. This list only shows users with the Manager Role, selecting a manager adds the Agent to the managers list of Agents and therefore provide that manager with access to the Agents calls. Phone Extension - Specify the extension that the Agent uses. Skill ID - Specify the Skill ID of the Agent. User CRM Id - Specify the CRM ID for the Agent. Station Code - Specify the Station Code for the Agent.
Data Scientist	Self-Service Agent	Provides permission for managing Data Models. A user with the Data Scientist role can: Create and manage Data Models
Developer	Self-Service Agent Real-Time Guidance Agent	Provides permission to create and manage Flows, Intents, Deployments, and configure Integrations and Endpoints. A user with the Developer role can: Create and manage Flows, Intents, Deployments Configure Integrations and Endpoints If Real-Time Guidance Agent is deployed, users with the Developer role can synchronize any preexisting account AI data with the Real-Time Guidance Agent AI Model, as well as all Experience management-related activities in the X-Console. For specific details click here.
Manager	Communication Recording Agent Conversation Insights Agent Real-Time Guidance Agent	Provides a Manager with the tools and access to manage their team. A user with the Manager role can: View and Export Conversation data for all of the calls made by their team. Create and manage Conversation Facts Design and manage Scorecards View their team's performance using dashboards If Real-Time Guidance Agent is deployed, users with the Manager can also access U-Assist ACW Supervisor Application. For specific details click here. The following additional User Role Attributes can be configured for a user with this role: Phone Extension - Specify the extension that the Agent uses. Assign Agents/Manager to Manager - Specify the list of Agents and Managers under the user's delegation by searching the list of Agents and Managers then clicking the + next to the Agents/Manager to select them. Caution If adding a manager (M2) to the user's (M1) Manager Role, the Agents/Managers under the added manager (M2) are removed from that manager's (M2) reporting line.
Quality Analyst	Conversation Insights Agent	A Quality Analyst focuses on maintaining service quality and can set up and manage Conversation Insights Agent application configuration settings required for Quality activities. A user with the Quality Analyst role can: Create and manage Scorecards View details of Agent Conversations Manually evaluate Agents View and assess Agent performance using dashboards
Support	Self-Service Agent	Provides permission to view selected Self-Service Agent components on the X-Platform, for monitoring and support purposes. Important If the Support role is assigned to a user in combination with an additional platform role (e.g., Manager or Administrator), the user will have the permissions of the additional platform role and not the Support role.
Designer	Real-Time Guidance Agent Self-Service Agent	Duplicates capabilities of the Developer role described above, however, the user cannot publish or deploy changes to the Prod environment.

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