This article contains the following sections:
Flex User Roles
Flex user roles determine which pages on flex users have access to and how they can interact with them.
Agent: An agent handles interactions with customers in a contact centre using the Agent Desktop. Agents are assigned tasks based on their capacity and activity (status). Agents have the lowest level of access in the RACE UI.
Supervisor: A supervisor monitors the interactions between agents and customers. They are responsible for managing their team(s) of agents and have access to the Agent Desktop, Teams, Real-time Queue Stats, and the Dial-pad.
Admin: Administrators have access to all pages in the RACE UI and can change all settings on Flex.
Flex Insights Roles
To access historical reporting (Insights), the user requires either the supervisor or admin Flex User Role and one of the Insights roles below. Insights roles can be combined with Flex user roles, and you can select multiple Flex Insights roles for a single user.
|Role/Feature||Play Calls||Assess Calls||Create/Edit Questionnaires||Analytical Dashboards|
||✓||✓ View Only||Editor|
- Viewers can view dashboards and reports.
- Explorers can view dashboards and reports and gain access to the analyse tab.
- Editors can edit existing reports and dashboards and also created new dashboards, reports and metrics. They are also able to schedule the sending of dashboards and reports to other users in the analytics portal.
We'd suggest giving users who require to listen to calls and see who's online the following roles - supervisor, wfo.team_leader.