NEW Upcoming feature: Roles and rights builder

Current situation

QualityDesk currently includes six default roles:

• Agent
• Team leader
• Coach
• Unit manager
• Director
• Admin

Each role has a basic set of rights and visibility. The following permissions can currently be configured:

• Evaluation rights
• Team leader visibility to other teams in a Unit
• Agent self and colleague evaluations
• Team leader and Coach level rights to create and edit Evaluation and/or Coaching forms
• Auditor right (Add-on)
• Supervisor level rights to edit and delete filled evaluations by roles

What will change?

When we release this feature, each current role will stay the same. You don't need to do anything before or after the release unless you want to.

However, you can create your own roles that better match your company's needs. You can also add individual rights to anyone you like without having to create a new role every time.

When creating a new user, you have to select the base role for the user and assign the user to the appropriate Team, Unit and Company

• Team member (basically an agent)
• Team leader
• Unit manager
• Coach

After this you can give the new user one of the roles you have created or select individual rights to that user.

At the same time, we are updating the User management page to support bulk changes. You will be able to select multiple users and change their roles, or add and remove individual permissions for several users at once.

The following permissions will be available when creating custom roles or assigning individual permissions

Evaluations

• Do evaluations
• Edit filled evaluations
• Delete filled evaluations
• Send information about a new evaluation to users
• Rate AI Evaluation feedback (Add-on in AI Feature)
• Create and Manage Evaluation forms
• Delete Evaluation forms

Coachings

• Do coachings
• Edit filled coachings
• Delete filled coachings
• Send information about a new coaching to users
• Rate AI Coaching feedback (AI Add-on)
• Create and Manage Coachings forms
• Delete Coachings forms

Auditing (Add-on)

• Auditing right

Reports

• Create and Manage reports (Add-on)
• Delete created reports (Add-on)

Users

• User management page and access to edit roles
• See users development and results in their profile
• Create new users
• Manage users
• Delete users
• Unlock accounts
• Activate/deactivate (passivate) users
• Reset user passwords
• Change user's team

Organization

• Manage agents
• Delete agents
• Activate/deactivate agents
• Manage agent logins
• Reset agent passwords
• Manage teams
• Delete teams
• Manage units
• Delete units
• Add or remove Unit managers and Coaches from a Unit

Company Settings

• Edit Company Settings (All)
• Delete Dimensions
• Edit AI settings (AI Add-on)
• View API integrations (Integration Add-on)

Tasks and notifications

• Manage tasks
• Mark notifications as seen

Access control

• Assign permission packages
• Assign individual permissions
• Manage permission packages

Visibility and permission reach

• See the whole unit
• See the whole company
• See the whole company group
• Reach the whole unit
• Reach the whole company
• Reach the whole company unit

Example

A user needs permission to manage all user roles, but can only evaluate inside of one unit and not to see other users results.

1. Base role: Coach and assign the user to the Unit where where they need
2. Rights: All evaluation rights / User management page and access to edit roles

This way the user can evaluate everyone in the Unit where he/she works, but can also edit all the users inside of a company and not have access to anyone else's results other than the Unit where they work.

Updated on: 01/09/2026