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The purpose of this guide is to explain user system access and responsibility differences between roles.
List of User Types & Brief Description of Access Level
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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 | No |
People, Places, Queue & General Settings Access
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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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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 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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Complete Collection Tasks | Take 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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Process Calls | Access 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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