Accounts needing access to Analytics and Reporting must be set up by your Partner Admin with one of the following roles.
| Roles with General Access | Roles with Access to Voice Playback |
|---|---|
| - Partner Admin - Analytics Viewer - Analytics Analyst - Analytics Publisher - Channel Operation Analyst - Intraday Resource Analyst |
- Business Analyst - Quality Analyst - EPS CCaaS Partner - Test Manager - Gen_Pop_Manager |
The Conversation Platform defines user roles based on the policies and permissions listed below.
| Role Name | Personas Intended For | Policies/Permissions | Access "Scope" |
|---|---|---|---|
| Analytics Viewer | User who wants view access | - View out-of-the-box reports for the respective Partner Type. - View Partner Published Reports. - View Folders under the Partner. - Subscribe to created alerts. - Permission Scope limited to the respective Partner. |
N/A for Partner Type - CCV, N/A for Voice Playback. |
| Analytics Analyst | All Viewer Permissions. Ad hoc analysis using explores for the Partner Type. Create custom table calculations, dimensions and measures. Save personal copies of ad hoc analysis and published reports. Permission Scope limited to the respective Partner. |
N/A for Partner Type - CCV, N/A for Voice Playback. | |
| Analytics Publisher | All Analyst Permissions. Publish Reports for their respective Partner. Create/Update Folders for their Partner. View Personal Folders of all Users of their Partners. Edit and publish reports across all folders for their respective Partner. - Share reports via email. - Schedule recurring delivery of reports via email. - Create Alerts. - Permission Scope limited to the respective Partner. |
N/A for Partner Type - CCV, N/A for Voice Playback. | |
| Channel Operation Analyst | Business user who is responsible for operational configuration - Channels, Roles, Routing Rules, Partner Onboarding, Testing Suitable for: - Channel Ops Analyst - Channel Ops Manager |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Contact Centre as a Service (CCaaS) User - able to access all location, Contact Centre Vendor and Brand Partner Data that are trusted to the CPCE CCaaS Partner. NoAccess to Call Recordings |
| Intraday Resource Analyst | User whose role is to manage agent resource against required productive hours within CPCE contact centres. Suitable for: Intraday Planning Analysts |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Restricted by: - Contact Centre Vendor Partner (e.g. Teleperformance) - Location NoAccess to Call Recordings |
The Analytics Console provides a feature whereby Supervisors and Quality Analysts can playback voice recordings of conversations to review and rate the performance of agents. These ratings can be used to further analyse agent/site performance over time via dashboards. The Analytics Console leverages Trust for Voice Playback and dashboards in general. Trust—or mapping between a Trusting and Trusted Partner—lets a Trusting Partner allow a Trusted Partner to access/manage its resources. With Analytics Console supporting Trust, users can now see data and reports of Trusting Partners.
To access Voice Playback, an account needs to belong to one of the following roles.
| Role Name | Personas Intended For | Policies/Permissions | Access "Scope" |
|---|---|---|---|
| Business Analyst | Business user that wants to review data for contact centre operations, predominantly access to systems will be read only to allow review of case, recordings, performance scores and operational data. Suitable for: - CPCE Business User (Customer Ops/Product Manager) - Fraud Analyst - Service Delivery Manager |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Contact Centre as a Service (CCaaS) User - able to access all location, Contact Centre Vendor and Brand Partner Data that are trusted to the CPCE CCaaS Partner. Note - transcript access is via Analytic Console View Policy at CCaaS and Partner (Brand) Levels. CanListenCallRecordings |
| Quality Analyst | Contact centre user that is tasked with assessing agent performance. Suitable for: - Quality Analyst - Quality Manager |
- View Access - Download Access - Follow Access |
Restricted by: - Contact Centre Vendor Partner - Location CanListenCallRecordings |
| EPS CCaaS Partner | Business user working for partner that requires the ability to quality check the service that CPCE are providing to their customers: - Chase Business User - Amex Business User - BofA Business User - RBC Business User |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Restricted by: - Brand Partner CanListenCallRecordings |
| Test Manager | Users that are responsible for managing agents and supervisors, they require access to take calls, review calls and support agents through customer issues. Suitable for: - Supervisors - Managers - Tenured agents that deputise for supervisors |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Restricted by: - CCV Partner - Location CanListenCallRecordings |
| Gen_Pop_Manager | Users that are responsible for managing agents and supervisors, they require access to take calls, review calls and support agents through customer issues. Suitable for: - Supervisors - Managers - Tenured agents that deputise for supervisors |
- View Access - Download Access - Follow Access - Explore Access - Analyse Access - Save Access |
Restricted by: - CCV Partner - Location CanListenCallRecordings |