Maestro has a handful of settings that are responsible for most of the access that any given User will be given throughout the app. This article will give a high-level overview of each, along with some common workflows where they are required.
The role that a User is granted will dictate they types of activities they can perform in Maestro. There is a level of customizability possible with each (see Role Permissions) and some rules about the tickets each has access to (see Access To Tickets). But at a base level, here are the roles, in descending order of access:
Agent (Professional plan)
Limited Agent (Professional plan)
Each role can have its permissions customized over several dimensions. This is configured in the Role Permissions tab of the User Roles page. Those dimensions are:
Determines whether a role has the ability to see QA scores. Users can select:
Yes: Can see QA scores for all Agents and Rubrics the user has access to
No: No QA scores can be seen at all
Determines whether a role has the ability to see the grader on a ticket. Users can select:
Yes: Users with this role can see who has graded the ticket
No: Users with this role cannot see who has graded the ticket
Create and Update Grades
Determines whether a role has the ability to create or edit QA scores. Users can select:
Yes: Users with this role can create and modify QA scores
No: Users with this role cannot create modify QA scores
Determines whether a role has the ability to view completed Calibrations
Own + Final: Users with this role can view their own Calibration as well as the Final Calibration
Own: Users with this role can only view Calibrations they have created
No: Users with this role cannot view Calibrations
Note: No user has the ability to view other Users' Individual Calibrations outside of the context of the Final Calibration.
Create and Update Calibrations
Determines whether a role has the ability to create or edit Calibrations
Own + Final: Users with this role can create and edit their own Calibration as well as create/edit Final Calibrations
Own: Users can create and modify their own Calibrations
No: Users with this role cannot create or modify any Calibrations
Access to Tickets
This column highlights a role's ability to see tickets in Maestro. This includes:
Will have access to all tickets due to their standard access to the All Agents Agent Group
Users in Their Groups
Will have access to tickets that include Agents they have access to via Agent Groups
Will only have access to their own tickets, if their User Account is properly linked to their Agent profile
Agent Access (via Agent Groups)
In order to see an Agent and their associated data (e.g., QA scores, tickets, Coaching dashboard), and to be able to grade them, a user must have access to that Agent via an Agent Group.
Agents can be placed into Agent Groups for logical groupings (e.g., BPO teams, Region-based teams, a specific Manager's team, etc.). To give a user access to the Agents in those Agent Groups, navigate to the User Accounts tab under User Roles and add for each user, as desired.
Agent Access (via Linking Agent)
In addition to having access to Agents via Agent Groups, a user can also be linked to their own Agent profile. Doing this associates a User Account (your account for Maestro) with an Agent profile (your account for your Help Desk) and allows a user to automatically see any data associated with Agent profile (e.g., QA scores, Coaching Sessions).
The most common use-case for this is to link an Agent's Maestro User Account to their own Agent profile. Since the Agent role cannot have access to Agent Groups, this is the only means to associate an Agent role with an Agent profile and, thus, allow them to see their own data.
Note: Agent and Limited Agent User Accounts are only available in our Professional package
To link an Agent profile to a User Account, go to Settings > User Roles > User Accounts and click Link Agent for the targeted user.
From the resulting pop-up window, select the Agent profile you wish to link and click Connect Agent to User
User Access (via User Groups)
In order to grade or view data for other users in Maestro, a user must have access to them via User Groups. The most common use-cases would be to grade a Grader via Grader QA and see other Graders' data in Reporting.
To give a user access to users in User Groups, navigate to the User Accounts tab under User Roles and add for each user, as desired.
To learn more about User Groups, check out this article 👇
In order to view grades in Maestro, you must have access to the Rubric used to grade a ticket. The same holds true for Graders looking to grade a ticket with a particular Rubric.
To give users access to a Rubric, navigate to Settings > Rubrics > and choose Edit Access for the specific Rubric. Note that there are separate sections for Agent and Non-Agent user access.
The three options are:
View & Grade: Users with this access can both view QA scores created with this Rubric and grade tickets using this Rubric
View: Users with this access can view QA scores created with this Rubric
No Access: Users with this access cannot view or create QA scores with this Rubric
Additional Access Controls
In addition to the primary means of access control listed above, there are additional access controls on the Settings > User Roles > Role Permissions page. Here you can set additional permissions around features like:
Agent Dashboard Access
We'll be releasing an article highlighting the settings on that page soon. Check back for updates!
We'll also be releasing an article detailing some common permissions-related issues. Check back for updates!