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User Roles & Permissions

Owned by Patrick Hauser (Unlicensed)
Last updated: May 30, 2023
2 min read

 

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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

  • 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 assign them as an Agent, otherwise they will have no permissions or visibility into the system.





Location Access



Administrator

Evaluator

Manager

Employee

None/Agent

All CallPotential locations

Only the locations their Administrator has assigned

Only the locations their Administrator has assigned

Only the locations their Administrator/Manager has assigned

Only the locations associated with the queues their Administrator has assigned







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





Call Center Dashboard

Agent Status and Performance

Report Suite



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





Locations

Users

Queues

General Settings



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)

Note: All roles can access the Follow-up & All Leads list.



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



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)

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



Complete

Collection Tasks

Take Customer 

Payment

Create/Edit 

Workflows

Create/Edit 

Collection Templates

Add Tenant 

Notes



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)

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



Process Calls

Access All Calls



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)





Grade 

Employees

Grade 

Locations

Add Calls to 

the Call of Fame

Create & Edit 

User Gradesheets

Create & Edit 

Location Gradesheets

Ad Hoc Grading 

Based on Evaluation Rules

Create/Edit 

Evaluation Rules

View Calls in the 

Call of Fame



Grade 

Employees

Grade 

Locations

Add Calls to 

the Call of Fame

Create & Edit 

User Gradesheets

Create & 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