Roles and permissions

How to choose the appropriate role for the users

Dajana avatar
Written by Dajana
Updated over a week ago

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.


โ€‹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.
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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.


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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

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