Page Comparison

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

user system access and responsibility differences within the system.

List of User Types & Brief Description of Access Level

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 also be assigned to 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 also be assigned to 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 also be assigned to queues.
Employee - Users exclusively assigned to an Employee role do not have access to CallPotential Reports and will need to 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 also be assigned to 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 into the system.

Location Access

Administrator	Evaluator	Manager	Employee	None/Agent
All CallPotential locations	Only the locations your their Administrator has assigned	Only the locations your their Administrator has assigned	Only the locations your their Administrator/Manager has assigned	Only the locations associated with the queues your their Administrator has assigned

Visibility

Employee

Administrator	Evaluator	Manager

Call Center Dashboard, Agent Dashboard & Our Full Suite of Reports Access

Dashboard

Advanced Dashboard

Access Reports by default

	Call Center Dashboard	Agent Status and Performance	Report Suite
Administrator	Yes	Yes	Yes
Evaluator	No	Yes	Yes, with permission
Manager	Yes	Yes	Yes
Employee	No	Yes	No
None/Agent	No	Yes	Dashboard Can be given access to Reports	Dashboard Advanced Dashboard Access Reports by default	Dashboard	Dashboard

People, Places & Queues

Can be assigned to multiple queues

Administrator	Evaluator	Manager	Employee	None/Agent
All locations (add, edit, archive) All users (add, edit, archive)	n/a	Access only your assigned locations Access the users only at your assigned locations (add, archive, edit)	n/a	No

People, Places, Queue & General Settings Access

	Locations	Users	Queues	General Settings
Administrator	Add, Edit, Archive all locations	Add, Edit, Archive all users	Add, Edit, Archive all queues	Full System Access
Evaluator	n/a	n/a	n/a	Evaluation Access
Manager	Access only assigned locations	Add, Edit, Archive only users at assigned locations	n/a	Evaluation & Security Access
Employee	Access only assigned location. If they are logging into the webapp, they have the same view as a manager for locations.	n/a	n/a	n/a
None/Agent	Access only assigned locations	n/a	Access only assigned queues	n/a

Lead Manager (if your organization subscribes to Lead Manager)

AdministratorEvaluatorManagerEmployeeNone/Agent

Access

Note: All roles can access the Follow-up

list

& All Leads list.

ActionsCreate a a status to rentedActivate a Lead from canceled status a specific the Complete tasks notes to the card reservation payments

Access

Follow-up list
All Leads

Actions

Create a Lead

Cancel a Lead

Change Lead status to rent

Activate from canceled

Search for a specific Lead

Move in Leads

Complete Follow-up tasks

Add notes to the Lead card

Take reservation payments

	Create	Lead	Cancel	Lead	Change Lead	Status to Rented	Reactivate Cancelled Lead	Search for	Lead	Access	Script Card Designer	Move-in Leads	Complete	Follow-up	Tasks	Add	Lead	Notes	Take	Access Follow-up list All Leads Actions Create a Lead Cancel a Lead Change Lead status to rented Activate a Lead from canceled status Search for a specific Lead Move in Leads Complete Follow-up tasks Add notes to the Lead card Take reservation payments	Access Follow-up list All Leads Actions Create a Lead Cancel a Lead Change Lead status to rented Activate from canceled Search for a specific Lead Access the Script Card Designer Move in Leads Complete Follow-up tasks Add notes to the Lead card Take reservation payments	Access Follow-up list All Leads Actions Create a Lead Cancel a Lead Change Lead status to rented Activate from canceled Search for a specific Lead Move In Leads Complete Follow-up tasks Add notes to Lead card Take reservation payments	Reservation Payments	Delete a Lead	Create/Edit Lead Workflows	Create/Edit Lead Templates
Administrator	X	X	X	X	X	X	X	X	X	X	X	X	X
Evaluator	X	X	X	X	X		X	X	X	X
Manager	X	X	X	X	X		X	X	X	X
Employee	X	X	X	X	X		X	X	X	X
None/Agent	X	X	X	X	X		X	X	X	X

Collection Manager (if your organization subscribes to Collection Manager)

AdministratorEvaluatorManagerEmployeeNone/Agent

Access

Collection list

Note: All roles can access the Collection & All Customer list.

ActionsComplete tasks Customer payment

Access the Script Card Designer

Add Customer notes

Access

Collection list
All Customer list

Actions

Complete Collection tasks

Take Customer payment

Add Customer notes

	Complete	Collection	Tasks	Take	Access Collection list All Customer list Actions Complete Collection tasks Take Customer payment Add Customer notes	Access Collection list All Customer list Actions Complete Collection tasks Take Customer payment Add Customer notes	Access Collection list All Customer list Actions Complete Collection tasks Take Customer payment Add Customer notes	Customer Payment	Create/Edit Workflows	Create/Edit Collection Templates	Add Tenant Notes
Administrator	X	X	X	X	X
Evaluator	X	X			X
Manager	X	X			X
Employee	X	X			X
None/Agent	X	X			X

Contact Manager (if your organization subscribes to Contact Manager)

AdministratorEvaluatorManagerEmployeeNone/Agent

Access

Unprocessed list
All Interaction history list

Actions

Process calls
Access inbound calls

Access

Unprocessed calls

Note: All roles can access the All Interaction History & Unprocessed list

Actions

.

callsAccess inbound calls

Unprocessed calls
All Interaction History

Actions

Process calls
Accept inbound calls

Access

Unprocessed calls
All interaction History

Actions

Process callc

Access inbound calls

	Process	Calls	Access	Access Unprocessed Calls All Interaction History Actions Process Calls Access inbound calls	All Calls
Administrator	X	X
Evaluator	X	X
Manager	X	X
Employee	X	X
None/Agent	X	X

Performance Manager (if your organization subscribes to Performance Manager)

AdministratorEvaluatorManager

Actions

Grade users

Grade locations

Add calls to Edit user gradesheets edit user gradesheets edit location gradesheets

Actions

Grade self calls

Grade peer calls

View calls in the Call of Fame

	Grade	Employees	Grade	Employee	None/Agent	Locations	Add Calls to the Call of Fame		Create &	Edit User Gradesheets	Create &	Actions Grade users Grade locations Add calls to the Call of Fame Edit user gradesheets Create & edit user gradesheets Create & edit location gradesheets	Actions Grade employees Grade locations Add calls to the Cal of Fame	Actions Grade self calls Grade peer calls View calls in the Call of Fame	Edit Location Gradesheets	Ad Hoc Grading Based on Evaluation Rules	Create/Edit Evaluation Rules	View Calls in the Call of Fame
Administrator	X	X	X	X	X	X	X	X
Evaluator	X	X	X	X	X	X	X	X
Manager	X	X	X			X	X	X
Employee						X		X
None/Agent						X		X

Versions Compared

Old Version 2

New Version 3

Key

The purpose of this guide is to explain

user system access and responsibility differences within the system.

List of User Types & Brief Description of Access Level

Location Access

Visibility

Call Center Dashboard, Agent Dashboard & Our Full Suite of Reports Access

People, Places & Queues

People, Places, Queue & General Settings Access

Lead Manager (if your organization subscribes to Lead Manager)

Collection Manager (if your organization subscribes to Collection Manager)

Contact Manager (if your organization subscribes to Contact Manager)

Performance Manager (if your organization subscribes to Performance Manager)