Overview

Managers are typically configured on Maestro to be team leads who help coach and review tickets. This article will focus a bit more on how your role permissions and settings may differ compared to an agent. 

General practice is to set up setup the manager role to not be a grader. If you are someone who conducts both coaching and grading, then you should ask your admin whether changing your role from Manager to a Grader makes sense. 

With that said, below are the most common questions that managers may come across.

Ticket & Agent Access

Unlike the Agent Role, Managers are granted access to agents via Agent Groups. An Agent Group is a bundle of Agents, and typically this agent group is a group of agents you directly manage. 

If you are experiencing any issues with missing agents or missing tickets, this is most likely related to your access to specific Agent Groups. Typically this confusion occurs in the case when new agents join. Luckily, this is easily fixable by asking your Admin to add the agent to an Agent Group you are associated with.

Viewing Rubrics

Much like how you need specific access to Agent Groups to view specific agents, you also need to be granted permissions to view specific rubrics as well. In the case you try to view a ticket, and you are unable to view the score (despite the agent being someone who is in your Agent Group), ask your Admin to double check the share settings for the rubric. 

If you wish to be able to grade tickets or adjust the grades, this may not be a permission granted by your Admin for the Manager role.

Additional Information

If you are interested in learning more, below you can find an article about User Roles to provide you with context for how your Admin can best assist you! 

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