Roles in U-Discover
When adding a user, assigning a role grants the user access to perform specific tasks. A user cannot be created without a role. It is crucial to understand each role’s permissions and limitations before assignment. Below is the complete list of roles for U-Discover.
Roles | Description |
|---|---|
Account Administrator | The Account Administrator is the highest-level role, with full access to all features. An Account Administrator can:
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Analyst | An Analyst processes conversation data to gather insights. An Analyst can:
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Customer Service | A Customer Service Agent interacts with customers to resolve issues and answer queries. A Customer Service Agent can:
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Manager | A Manager manages the Agents who are assigned to them. A Manager can:
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Sales Agent | A Sales Agent interacts with prospective customers to sell products or services. A Sales Agent can:
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Quality Analyst | A Quality Analyst focuses on maintaining service quality. A Quality Analyst can:
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BI Viewer | A Business Intelligence (BI) Viewer monitors performance metrics and gain insights into customer interactions and overall service quality. A BI Viewer can:
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BI Designer | A BI Designer create dashboards to analyze customer interactions, tracks performance metrics and provides actionable insights for improving customer experience. A BI Designer can:
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