What can different roles do in the app?

From this page 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 manager, Coach, Team leader	When you create agent from Teams and agents page, you first create a profile. After this, you have to give logins, if want to give them access (see below). Instructions on creating a profile. If Admin creates agent from User management, they will automatically have logins to QualityDesk.
Creating agent logins	Admin, Director, Unit manager, Coach, Team leader	Instruction on creating agent logins. Rights to create logins can be denied in a organisation. Instructions. If Admin creates agent from User management, they will automatically have logins to QualityDesk.
Creating Team leader	Admin, Director, Unit supervisor	Can be done from Teams and agents page by creating or editing a unit or by Admin user from User manavement.
Creating Coach	Admin, Director, Unit supervisor	Can be done from Teams and agents page by creating or editing a unit or by Admin user from User manavement.
Creating Unit supervisor	Admin, Director, Unit supervisor	Can be done from Teams and agents page by creating or editing a unit or by Admin user from User manavement.
Creating Director	Admin	Can be done by Admin from from User management. Here's instructions
Creating Admin	Admin	Can be done by Admin from from User management. Here's instructions
Deleting/Passivating Agents	Admin, Johtaja, Unit supervisor, Coach, Team leader	Can be done from Teams and agents page or by Admin from User management.
Deleting/Passivating Supervisor level users	Admin	Deleting supervisor roles can be done by Admin user from User management. Here's instructions.
Changing/updating a role	Admin	Updating a role can be done by Admin user from User management. Here's instructions.

Managing organisations, units and teams

Action	Right	Additional information
Creating Organisation	QualityDesk	Organisations can be created only by QualityDesk at the moment.
Editing Organisation's name	Admin, Director, Unit manager	Can be done from Company settings
Deleting Organisation	QualityDesk	Organisations can be created only by QualityDesk at the moment.
Creating Unit	Admin, Director	Is done from Teams and agents page. Instructions.
Editing Unit	Admin, Director, Unit supervisor	Is done from Teams and agents page. Instructions.
Deleting Unit	Admin	Is done from Teams and agents page. Instructions.
Creating Team	Admin, Director, Unit supervisor	Is done from Teams and agents page. Instructions.
Editing Team	Admin, Director, Unit supervisor	Is done from Teams and agents page. Instructions.
Deleting Team	Admin	Is done from Teams and agents page. Instructions.

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 average 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 from the Company settings.
Coach	Has visibility to teams and agent's evaluations and coachings in his/her units.	Can work in multiple units. Coach can be situated to different units from Teams and agents page or by admin from User management.
Unit manager	Has visibility to teams agent's, team leader's and coaches evaluations and coachings in his/her units.	Can work in multiple units. Unit manager can be situated to different units from Teams and agents page or by admin from User management.
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. Director can be situated to different companies from Unit management by admin.
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: 13/05/2025

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