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Understanding Role Permissions

Managing what user roles have access to specific functions

Matt avatar
Written by Matt
Updated over 2 years ago

Role Permissions Table

Manage your account’s Role Permissions by navigating to User Roles > Role Permissions. On this page, you will see a Role Permission table that will have a list of permissions.

This page is only accessible to MaestroQA Admins, and any changes to permissions on the Role Permissions table will reflect immediately for your users.

Understanding Each Role Permission

Overview

The Role Permission table has Roles as headers with each row listing a specific permission To enable a specific permission for a role, either select the checkbox to enable or click on the dropdown to select the correct permission.

If you are unable to toggle a permission for a role, this means that either:

  1. The permission will always be on for the role (noted by a grey checkbox)

  2. The permission can never be enabled for a role (noted by having no checkbox)

View Grades

If enabled, the role can:

  1. See Agent QA scores

  2. See the Agent Coaching Dashboard

  3. See the Reporting page

    1. Only applicable for Limited Admins, Graders, and Managers

Disabling the option will not only prevent any of the actions above, but this being enabled is one of the requirements for a role to conduct Grader QA.

View Grader

If enabled, the role can:

  1. View the name of the Grader who created an Agent QA Score

Create & Update Grades

If enabled, the role can:

  1. Create and edit Agent QA scores

    1. Agent Access and Rubric access will still limit what actions can be done

    2. If no agent access or rubric access is granted, the user would be unable to crate an Agent QA score

If the role does not have access to "View Grades" it is not possible to view any Agent QA score, which will include their own.

View Calibrations

Selected roles will have the ability to view calibrations split by:

  1. Own: Only their own calibration

  2. Own + Final: View their own calibration and the final calibration

  3. No: Unable to view any calibration including ones they create themselves

Create & Update Calibrations

Selected roles will have the ability to create calibrations split by:

  1. Own: Only create their own individual calibration

  2. Own + Final: Can create their own calibration as well as a Final calibration

  3. No: Cannot create any type of Calibration

Create & Edit Automations

If enabled, the role can:

  1. Access the Automations page

  2. Create or edit automations they have access to

    1. Depending on your account configuration, automation access may be dictated by User Group access

Create & Edit Rubrics

If enabled, the role can:

  1. Access the Rubrics page

  2. Create or edit rubrics they have access to

    1. Depending on your account configuration, automation access may be dictated by User Group access

Create & Edit Agents/Agent Groups

Selected roles are able to access the Agents and Agent Groups tab on the User Roles page. This permits users to have the following access:

  1. Edit existing Agent Profiles

    1. Ex. Updating an Agent Profile Email or Name

  2. Create manual Agent profiles

  3. Create Agent Groups

  4. Edit existing Agent Groups

Delete Ticket Reviews

Selected roles are able to delete a Ticket Review from the Ticket Review page.

Re-assign Assignments

Selected roles will be able to assign or un-assign a Ticket Review from users.

Delete Manual Tickets

Selected roles will be able to delete tickets that were manually created or uploaded through manual ticket bulk upload.

Separate, synced tickets from a helpdesk cannot be removed manually from Maestro. Some ways a ticket could be removed are:

  1. Not within retention time frame

  2. Is deleted in the helpdesk

  3. Is Associated agents are not set to available

Enable Screen Capture Page Access

Provides Limited Admin, Grader, and Manager roles with a limited view of the Screen Capture page.

This limited view will allow these roles to get a general sense of Screen Capture metrics per agent.

View Appeals Reporting

If "Own" or "All" is selected, grants access to Appeal reports:

  1. Appeals by Appealer

  2. Graders Appealed

For "Own", these reports will only show appeals raised against the user.

For "All", this will show appeals raised against all users they have access to via User Groups.

View Coaching Reporting

If "Own" or "All" is selected, grants access to Coaching reports:

  1. Agent Sessions

  2. Coaching Sessions

For "Own", these reports will only show Coaching Sessions conducted by the user

For "All" this will show Coaching Sessions conducted by all users they have access to via User Groups.

Show numeric scores

Access control to limit whether an agent is able to see the QA Score. If disabled, QA Score will be N/A but agents can still review feedback.

Managing Additional Feature Settings

In addition to the Role Permissions table, there are also a set of more specific permissions related to specific workflows that are visible right underneath the table. You may not see certain tabs appear dependent on what features are enabled for your account.

Appeals Tab

This tab will contain permissions related to Agent QA Appeals. Permissions here include:

Only allow appealing to the original grader

When submitting an appeal for final review, only the original grader can conduct the appeal.

Allow these users to make appeals

Select a set of users who are allowed to make the final review decision in the appeal workflow.

Allow agents in these Agent Groups to create Appeals

Agents within selected Agent Groups will be able to create appeals.

Grader QA Tab

Allow these users to grade Graders

Select a set of users who can conduct Grader QA and serve as Benchmark Graders.

These are also the same set of users who can conduct the final appeal review for Grader QA Appeals.

Allow Graders in these groups to view Grader QA Benchmark Scores (Only when they are the Original Grader)

Users within selected User Groups will be able to review their own Grader QA scores. Other permissions still apply such as:

  1. Agent Access

  2. Rubric Access

  3. View Grades permission

Exports & Reports

Allow recipients to see the grader for exports sent to unregistered emails

An unregistered email is an email that is not associated with a User Account in Maestro.

This permission controls whether these users are able to view a grader name in PDF exports.

Allow recipients to see grades for exports sent to unregistered emails

An unregistered email is an email that is not associated with a User Account in Maestro.

This permissions controls whether these users are able to see QA Scores in PDF exports.

Implicit Group Access - Give users access to all groups in which they have access to all agents

A legacy feature that will grant a user access to additional Agent Groups without providing direct access to the Agent Group in their User Account profile.

Allow Users in these User Groups to Add to Coaching from Grading

Users in selected User Groups can add to coaching sessions directly from the Agent QA flow.

Access Controls

Disable agents from using the dashboard (i.e. make them only able to access MaestroQA through the lite app and exports)

Restricts agent access to app.maestroqa.com. Agents will only be able to access Maestro using the Maestro Lite App or see results through PDF exports.

Allow agents to see comparison to agent groups (coaching)

In the Coaching view, limit whether agents can see their own individual scores vs. an agent group average.

Options available are:

  1. No Groups

  2. Groups they've been added to

  3. "All Agent" Group

  4. "All Agent" Group + Groups they have been added to

Hide groups from agent comparison (coaching)

Limit what groups an agents can compare themselves to. This permission won't apply if agents are unable to compare themselves to any group (if "No Groups" is selected).

Make agents registering for the first time default to (role)

When an agent signs up for Maestro, determine whether the role defaults to Agent or Limited Agent.

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