What is role management
A role is a collection of permissions that you can define based on your business needs. Each role grants a specific set of permissions to perform certain functions in the account. In Smart Conversation Analysis, you can navigate to System Administration > Role Management to assign users to different roles and efficiently manage their permissions.
Access the feature
After you log on to the Smart Conversation Analysis system, navigate to System Administration > Role Management.
Create a role
Click the Create Role button, select the required permissions, enter a role name, and then save the role. In the Feature Permissions section, select the permissions for the role. Role permissions are divided into two main categories: 1. Business flow and data permissions and 2. Specific feature permissions.
Business flow and data permissions
Smart Conversation Analysis provides three default system roles: Administrator, Quality Inspector, and Customer Service Agent. The root account is assigned the Administrator role by default, and this assignment cannot be changed. You can assign any of these roles to a RAM user.
Administrator
This role has the highest level of permissions. The Administrator role is typically assigned to enterprise managers, supervisors, or business operators. They focus on modules such as the overview, task results, quality inspection results, scoring dashboard, account permission management, and quality inspection rule configuration.
Quality Inspector
This role grants permission to manually review assigned sessions and process appeal files.
Customer Service Agent
Users with this role can view their own recorded sessions and appeal the corresponding review results.
Select the required permissions for the role. If you select all three roles, the system grants the highest level of permissions by default.
Specific feature permissions
On the Create Role page, you can configure various feature permissions. These include permissions for features such as the Overview page, Quality inspection rules and plans, Call center quality inspection, Dataset quality inspection, To-do tasks, Performance statistics, Conversation content analysis, Smart tools, System configuration management, Intent model training, and Permission management. You can configure add, delete, modify, and view permissions for each feature based on user requirements.
Quality inspection rules and plans: Typically, grant administrators Editable permission to allow them to edit quality inspection rules and plans. Grant quality inspectors or customer service agents View Only permission. If you select both, the system grants the higher level of permission by default.
Intent model training: Typically, grant administrators Manageable permission to allow them to manage intent model training. Grant quality inspectors or customer service agents Annotate Only permission to allow them to view and annotate intent models. If you select both, the system grants the higher level of permission by default.
Key feature permissions:
Edit and delete roles
Edit a role: You can click the edit button at any time to modify a role's name and its feature permissions.
Delete a role: You can also delete roles that you no longer need.