Klaus is a tool for the entire customer service team and it comes with a selection of user roles and permissions.
There are two levels of permissions:
(Account) Users
Workspace Users
Users
All team members need to have at least one of these permissions on the account level.
Admin
Admin is the account owner with access to everything. Admins can edit the payment, delete the account and all other settings.
Account Manager
Account Manager can see everything (like the Admin) and they can manage account and workspace settings, except the billing.
User
Users have no editing rights on the account level settings. Workspace-level permissions will allow for them to edit just the settings concerning their workspace. User can still edit their personal settings.
Workspace user
Team members can have different roles in different workspaces, depending on how the team is divided and how the workspaces are used.
Workspace Manager
Workspace Manager can see all reviews within their workspace and manage the settings of the workspace.
Workspace Reviewer
Workspace Reviewer can see all reviews but cannot edit the workspace settings. They can also do peer reviews.
Agent
Agent can see their own conversations (and reply to received feedback) and CSAT ratings. They have access to their own Dashboard with the internal quality score and can only do self-reviews.
Further permissions within the app (features):
Calibration
Who can create Calibration sessions?
Users with Admin and Account Manager roles
Users (account) with Workspace Manager role
Workspace Reviewers can participate in calibration sessions
Coaching
Who can create new coaching sessions?
Users with Admin or Account manager roles
Users (account) with Workspace manager or reviewer role at least in one workspace
All members can access the sessions
Quizzes
Who can create new quizzes?
Users with Admin or Account manager roles
Account Users with Workspace manager role at least in one workspace
All members belonging to the Workspace the quiz is created in can access
Admins and Account managers can access drafts of quizzes, so they can change, delete, or publish them
Admins and Account managers can delete or archive all quizzes
IQS Dashboard User groups
only Workspace managers and up can create them
Disputes
Depending on the workspace settings but the reviewees (most commonly agents) can create a dispute
Pins
All Users can add pins
Dashboards
Admins/Account managers can see all data from all workspaces
Account Users can:
see all data where they are Workspace Reviewers and higher role
see only their own data from workspaces where they are Agents
Groups
Admins/Account managers can create, edit and delete Groups
Workspace Managers can create, edit and delete Groups for their Workspaces
Read more about how to invite members to your workspace and assign them user roles.