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The purpose of this guide is to explain
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user system access and responsibility differences between roles.
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
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assign them as an Agent, otherwise they will have no permissions or visibility
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into the system.
Location Access
Administrator | Evaluator | Manager | Employee | None/Agent |
All CallPotential locations | Only the locations |
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their Administrator has assigned | Only the locations |
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their Administrator has assigned | Only the locations |
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their Administrator/Manager has assigned | Only the locations associated with the queues |
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their Administrator has assigned |
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Visibility
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Call Center Dashboard, Agent Dashboard & Our Full Suite of Reports Access
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 |
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Yes |
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- Dashboard
- Can be given access to Reports
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- Dashboard
- Advanced Dashboard
- Access Reports by default
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- Dashboard
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- Dashboard
People, Places & Queues
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- All locations (add, edit, archive)
- All users (add, edit, archive)
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- Access only your assigned locations
- Access the users only at your assigned locations (add, archive, edit)
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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)
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Access
Note: All roles can access the Follow-up
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& All Leads list.
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Create |
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Lead | Cancel |
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Lead | Change Lead |
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Status to Rented | Reactivate Cancelled Lead | Search for |
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Lead | Access |
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Script Card Designer | Move-in Leads | Complete |
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Follow-up |
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Tasks | Add |
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Lead |
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Notes | Take |
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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
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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
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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
Access
- Follow-up list
- All Leads
Actions
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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)
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Access
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Note: All roles can access the Collection & All Customer list.
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Complete |
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Collection |
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Tasks | Take |
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Access
- Collection list
- All Customer list
Actions
- Complete Collection tasks
- Take Customer payment
- Add Customer notes
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Access
- Collection list
- All Customer list
Actions
- Complete Collection tasks
- Take Customer payment
- Add Customer notes
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Access
- Collection list
- All Customer list
Actions
- Complete Collection tasks
- Take Customer payment
- Add Customer notes
Access
- Collection list
- All Customer list
Actions
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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)
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Access
- Unprocessed list
- All Interaction history list
Actions
- Process calls
- Access inbound calls
Access
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Note: All roles can access the All Interaction History & Unprocessed list
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Process |
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Calls | Access |
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- Unprocessed calls
- All Interaction History
Actions
- Process calls
- Accept inbound calls
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Access
- Unprocessed Calls
- All Interaction History
Actions
- Process Calls
- Access inbound calls
Access
- Unprocessed calls
- All interaction History
Actions
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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)
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Grade |
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Employees |
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Grade |
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Actions
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Locations | Add Calls to the Call of Fame |
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Create & |
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Edit User Gradesheets | Create & |
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Actions
- Grade users
- Grade locations
- Add calls to the Call of Fame
- Edit user gradesheets
- Create & edit user gradesheets
- Create & edit location gradesheets
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Actions
- Grade employees
- Grade locations
- Add calls to the Cal of Fame
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Actions
- Grade self calls
- Grade peer calls
- View calls in the Call of Fame
Actions
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Edit Location Gradesheets | Ad Hoc Grading Based on Evaluation Rules | Create/Edit Evaluation Rules | View Calls in the Call of Fame | |||||
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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 |