What each role can do in QualityDesk?

From hear, you can see briefly, what each role can do in QualityDesk-software?

Managing profiles and logins

Action	Right	Additional information
Creating agent profiles	Admin, Director, Unit supervisor, Coach, Team leader
Creating agent logins	Admin, Director, Unit supervisor, Coach, Team leader	Rights to create logins can be denied in a organisation. Instructions.
Creating Team leader	Admin, Director, Unit supervisor
Creating Coach	Admin, Director, Unit supervisor
Creating Unit supervisor	Admin, Director, Unit supervisor
Creating Director	Admin
Creating Admin	Admin
Deleting/Passivating Agents	Admin, Johtaja, Unit supervisor, Coach, Team leader
Deleting Team leaders	Admin
Changing/updating a role	Admin

Managing organisations, units and teams

Action	Right	Additional information
Creating Organisation	QualityDesk	Organisations can be created only by QualityDesk at the moment.
Editing Organisation	QualityDesk	Organisations can be created only by QualityDesk at the moment.
Deleting Organisation	QualityDesk	Organisations can be created only by QualityDesk at the moment.
Creating Unit	Admin, Director
Editing Unit	Admin, Director, Unit supervisor
Deleting Unit	Admin
Creating Team	Admin, Director, Unit supervisor
Editing Team	Admin, Director, Unit supervisor
Deleting Team	Admin

What can roles see in QualityDesk?

Visibility regarding the coaching forms: If the coaching form is hidden, only the agent and his team leader can see its content. If the coaching was done by someone else, the content is also visible to him/her.

Role	Visibility	Additional information
Agent	Has visibility to all the evaluations and coaching made for him-/herself. See's the overall avarage quality score of his/her team.	Can't see other user's results.
Team leader	Has visibility to his/her own team's evaluations and coachings.	Rights can be expanded to see other team's results in the same unit.
Coach	Has visibility to teams and agent's evaluations and coachings in his/her units.	Can work in multiple units.
Unit supervisor	Has visibility to teams agent's, team leader's and coaches evaluations and coachings in his/her units.	Can work in multiple units.
Director	Has visibility to the units, teams, agent's, team leader's, coaches and unit supervisors evaluations and coachings in his company.	Can work in multiple companies.
Admin	Has visibility to the units, teams, agents, team leaders, coaches, and unit supervisors coachings.	Has automatically right to all the companies if there are multiple.

Other things to consider about the visibility:

Every supervisor level user (team leader, coach, unit supervisor, director, admin) has access to all the reports in QualityDesk.

Updated on: 31/10/2023