People and access

Admins decide who can see your calls. Open People in the Workspace menu to manage managers and clients. Agents are invited from the Agents page.

Invite managers and clients

1. Open People and choose Invite managers, or Invite clients on the Clients tab.
2. Under Emails, type each address, or paste a list to add a row for each.
3. Check Invite as, then send the invitations.

Each person gets an email with a link to join. They show as Invited until they accept. Choose Cancel invitation and the link stops working. You can invite them again later.

Teams and managers

The Teams tab shows each team and its managers. A manager sees dashboards, calls, agents and reviews for the teams they are on. After a manager has joined, choose Add manager on a team.

Teams appear once calls from them have been analysed. If a team has no manager, no manager sees its calls, agents or reviews, and the page warns you. You are asked to confirm before you remove a team’s only manager.

Remove a manager from the Managers tab and they lose access straight away. You can invite them again.

What clients can see

Clients follow quality from outside the contact centre, for example a customer-experience lead.

• Clients see: the dashboard, with scores, team results and contact reasons. Calls with their scores and transcripts. Case study reports shared with them.
• Clients never see: agent names in lists and filters, agent pages or team pages. Reviews, disputes and training. Ask, and the list of case studies.

A transcript keeps any name said on the call.

Invite agents

Open Agents. Admins choose Invite next to an agent, or Resend if they haven’t accepted. The column Platform access shows Active, Invited or Not invited. The agent gets an email with a link to set a password. After signing in, they see their own scores and calls and can dispute a score. Disputes come to managers in Reviews.

Managers who aren’t admins can ask an admin to invite an agent.

See who uses it

Open Adoption to see how many people used Conversation Intelligence in a period, plus the blind reviews done and disputes resolved. The time a day is a company average. One person’s time is never reported.

The table groups managers, admins, clients and agents with access. Each person is Regular, Occasional, Lapsed or Not started. Filter by Using it, Lapsed or Not started to find who needs a nudge.