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. Users cannot create new workspaces.
Workspace users
Team members can have different roles in different workspaces, depending on how the team is divided and how the workspaces are used.
Manager
Workspace Manager can see all reviews within their workspace and manage the settings of the workspace.
Lead
Lead can see everything in the workspace. They can set up and manage quizzes, assignments, groups, disputes, and calibration sessions but cannot edit other workspace settings or scorecards.
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):
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 or Lead 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, lead 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 or lead 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
Disputes
Depending on the workspace settings but the reviewees (most commonly agents) can create a dispute
Dispute can be sent to the initial reviewer or to be escalated to someone else (e.g. a Workspace manager or a Lead).
A (Workspace) manager, Lead, Account manager or the Admin of your Klaus account can also create disputes.
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 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 and Leads can create, edit and delete Groups for their Workspaces
Read more about how to invite members to your workspace and assign them user roles.