The purpose of this guide is to explain what access levels specific users have and the actions they can take based on their role.
Roles
- Administrator - Depending on your settings, you may or may not have access to CallPotential Reports. Note: Administrators can also be designated to work as an Agent. When designated an Agent, Administrators can be assigned queues.
- Evaluator - Depending on your settings, you may or may not have access to CallPotential Reports. Note: Evaluators can also be designated to work as an Agent. When designated an Agent, Evaluators can be assigned queues.
- Manager - Depending on your settings, you may or may not have access to CallPotential Reports. Note: Managers can also be designated to work as an Agent. When designated an Agent, Managers can be assigned queues.
- Employee - Users exclusively assigned to an Employee role do not have access to CallPotential Reports and will access CallPotential via the downloaded app on their computer. Note: Employees can also be designated to work as an Agent. When designated an Agent, Employees can be assigned queues, given access to CallPotential Reports and access CallPotential’s web version.
- None/Agent - This role provides the user the ability to work exclusively as an Agent in the system. Note: When assigning users to this role, you will need to make sure to add them as an Agent, otherwise they will have no permissions or visibility in the system.
Access
| Administrator | Evaluator | Manager | Employee | None/Agent |
| All CallPotential locations | Only the locations your Administrator has assigned | Only the locations your Administrator has assigned | Only the locations your Administrator has assigned | Only the queues your Administrator has assigned |
Visibility
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
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People, Places & Queues
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
| n/a |
| n/a |
|
Lead Manager (if your organization subscribes to Lead Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
|
Collection Manager (if your organization subscribes to Collection Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
|
Contact Manager (if your organization subscribes to Contact Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
| Access
Actions
|
Contact
Performance Manager (if your organization subscribes to
ContactPerformance Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|---|---|---|---|
Actions
| Actions
| Actions
| Actions
| Actions
|