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The purpose of this guide is to explain what access levels specific users have and the actions they can take based on their role.
- 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.
| 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 |
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|
- Dashboard
- Advanced Dashboard
- Access Reports by default
| - Dashboard
- Can be given access to Reports
| - Dashboard
- Advanced Dashboard
- Access Reports by default
| | |
| 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 | - Can be assigned to multiple queues
|
Lead Manager (if your organization subscribes to Lead Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|
Access Actions
- Create a Lead
- Cancel a Lead
- Change Lead status to rented
- Activate a Lead from canceled status
- 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
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
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
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 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
|
Collection Manager (if your organization subscribes to Collection Manager)
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|
Access - Collection list
- All Customer list
Actions
- Complete Collection tasks
- Take 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
| 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
|
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|
Access - Unprocessed list
- All Interaction history list
Actions
- Process calls
- Access inbound calls
| Access
- Unprocessed calls
- All Interaction History list
Actions - Process calls
- Access inbound calls
| Access
- Unprocessed calls
- All Interaction History
Actions - Process calls
- Accept inbound calls
| Access - Unprocessed Calls
- All Interaction History
Actions
- Process Calls
- Access inbound calls
| Access
- Unprocessed calls
- All interaction History
Actions - Process callc
- Access inbound calls
|
| Administrator | Evaluator | Manager | Employee | None/Agent |
|---|
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 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
| Actions - Grade self calls
- Grade peer calls
- View calls in the Call of Fame
|
