{"componentChunkName":"component---src-templates-tree-layout-js","path":"/Applications/Analytics_Console/Roles_and_Permissions/","result":{"data":{"content":{"frontmatter":{"title":"Accessing Analytic Data","description":"Gain access to analytic reports based on platform-defined roles and permissions.","show_cards":null},"fields":{"slug":"/Applications/Analytics_Console/Roles_and_Permissions/","current":"Roles_and_Permissions","parent":"Analytics_Console","root":"Analytics_Console"},"html":"<h1 id=\"accessing-analytic-data\" style=\"position:relative;\"><a href=\"#accessing-analytic-data\" aria-label=\"accessing analytic data permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Accessing Analytic Data</h1>\n<p>Accounts needing access to Analytics and Reporting must be set up by your Partner Admin with one of the following roles.</p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">Roles with General Access</th>\n<th align=\"left\">Roles with Access to Voice Playback</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td align=\"left\">- Partner Admin<br>- Analytics Viewer<br>- Analytics Analyst<br>- Analytics Publisher<br>- Channel Operation Analyst <br>- Intraday Resource Analyst <br></td>\n<td align=\"left\">- Business Analyst <br>- Quality Analyst <br>- EPS CCaaS Partner <br>- Test Manager <br>- Gen_Pop_Manager<br><br></td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"roles-and-permissions\" style=\"position:relative;\"><a href=\"#roles-and-permissions\" aria-label=\"roles and permissions permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Roles and Permissions</h2>\n<p>The Conversation Platform defines user roles based on the policies and permissions listed below.</p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">Role Name    </th>\n<th align=\"left\">Personas Intended For</th>\n<th align=\"left\">Policies/Permissions</th>\n<th align=\"left\">Access \"Scope\"       </th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td align=\"left\">Analytics Viewer</td>\n<td align=\"left\">User who wants view access</td>\n<td align=\"left\">- View out-of-the-box reports for the respective Partner Type. <br>- View Partner Published Reports. <br>- View Folders under the Partner. <br>- Subscribe to created alerts. <br>- Permission Scope limited to the respective Partner.</td>\n<td align=\"left\">N/A for Partner Type - CCV, N/A for Voice Playback.</td>\n</tr>\n<tr>\n<td align=\"left\">Analytics Analyst</td>\n<td align=\"left\"></td>\n<td align=\"left\">All Viewer Permissions. <br> Ad hoc analysis using explores for the Partner Type.  <br> Create custom table calculations, dimensions and measures. <br> Save personal copies of ad hoc analysis and published reports. <br> Permission Scope limited to the respective Partner.</td>\n<td align=\"left\">N/A for Partner Type - CCV, N/A for Voice Playback.</td>\n</tr>\n<tr>\n<td align=\"left\">Analytics Publisher</td>\n<td align=\"left\"></td>\n<td align=\"left\">All Analyst Permissions. <br> Publish Reports for their respective Partner. <br> Create/Update Folders for their Partner. <br> View Personal Folders of all Users of their Partners. <br> Edit and publish reports across all folders for their respective Partner. <br>- Share reports via email. <br>- Schedule recurring delivery of reports via email. <br>- Create Alerts. <br>- Permission Scope limited to the respective Partner.</td>\n<td align=\"left\">N/A for Partner Type - CCV, N/A for Voice Playback.</td>\n</tr>\n<tr>\n<td align=\"left\">Channel Operation Analyst</td>\n<td align=\"left\">Business user who is responsible for operational configuration - Channels, Roles, Routing Rules, Partner Onboarding, Testing  <br><br> Suitable for:  <br>- Channel Ops Analyst <br>- Channel Ops Manager</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access <br>- Explore Access <br>- Analyse Access <br>- Save Access</td>\n<td align=\"left\">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. <br><br> <strong>NoAccess to Call Recordings</strong></td>\n</tr>\n<tr>\n<td align=\"left\">Intraday Resource Analyst</td>\n<td align=\"left\">User whose role is to manage agent resource against required productive hours within CPCE contact centres.  <br><br> Suitable for:  <br> Intraday Planning Analysts</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access <br>- Explore Access  <br>- Analyse Access <br>- Save Access</td>\n<td align=\"left\">Restricted by:<br>- Contact Centre Vendor Partner (e.g. Teleperformance)<br>- Location<br><br> <strong>NoAccess to Call Recordings</strong></td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"access-to-voice-playback-recordings\" style=\"position:relative;\"><a href=\"#access-to-voice-playback-recordings\" aria-label=\"access to voice playback recordings permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Access to Voice Playback Recordings</h2>\n<p>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.</p>\n<p>To access Voice Playback, an account needs to belong to one of the following roles.</p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">Role Name    </th>\n<th>Personas Intended For</th>\n<th align=\"left\">Policies/Permissions</th>\n<th>Access \"Scope\" </th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td align=\"left\">Business Analyst</td>\n<td>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. <br><br> Suitable for: <br>- CPCE Business User (Customer Ops/Product Manager) <br>- Fraud Analyst <br>- Service Delivery Manager</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access <br>- Explore Access  <br>- Analyse Access <br>- Save Access</td>\n<td>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.  <br> Note - transcript access is via Analytic Console View Policy at CCaaS and Partner (Brand) Levels.   <br><br><strong>CanListenCallRecordings</strong></td>\n</tr>\n<tr>\n<td align=\"left\">Quality Analyst</td>\n<td>Contact centre user that is tasked with assessing agent performance. <br><br>Suitable for: <br>- Quality Analyst <br>- Quality Manager</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access</td>\n<td>Restricted by: <br>- Contact Centre Vendor Partner <br>- Location <br><br><strong>CanListenCallRecordings</strong></td>\n</tr>\n<tr>\n<td align=\"left\">EPS CCaaS Partner</td>\n<td>Business user working for partner that requires the ability to quality check the service that CPCE are providing to their customers:<br>- Chase Business User <br>- Amex Business User <br>- BofA Business User<br>- RBC Business User</td>\n<td align=\"left\">- View Access <br>-  Download Access <br>- Follow Access <br>- Explore Access <br>- Analyse Access <br>- Save Access</td>\n<td>Restricted by: <br>- Brand Partner <br><br> <strong>CanListenCallRecordings</strong></td>\n</tr>\n<tr>\n<td align=\"left\">Test Manager</td>\n<td>Users that are responsible for managing agents and supervisors, they require access to take calls, review calls and support agents through customer issues. <br><br> Suitable for: <br>- Supervisors <br>- Managers <br>- Tenured agents that deputise for supervisors</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access <br>- Explore Access  <br>- Analyse Access <br>- Save Access</td>\n<td>Restricted by: <br>- CCV Partner <br>- Location <br><br><strong>CanListenCallRecordings</strong></td>\n</tr>\n<tr>\n<td align=\"left\">Gen_Pop_Manager</td>\n<td>Users that are responsible for managing agents and supervisors, they require access to take calls, review calls and support agents through customer issues. <br><br> Suitable for: <br>- Supervisors <br>- Managers<br>- Tenured agents that deputise for supervisors</td>\n<td align=\"left\">- View Access <br>- Download Access <br>- Follow Access <br>- Explore Access  <br>- Analyse Access <br>- Save Access</td>\n<td>Restricted by: <br>- CCV Partner <br>- Location <br><br><strong>CanListenCallRecordings</strong></td>\n</tr>\n</tbody>\n</table>","tableOfContents":"<ul>\n<li>\n<p><a href=\"/docs/Applications/Analytics_Console/Roles_and_Permissions/#accessing-analytic-data\">Accessing Analytic Data</a></p>\n<ul>\n<li><a href=\"/docs/Applications/Analytics_Console/Roles_and_Permissions/#roles-and-permissions\">Roles and Permissions</a></li>\n<li><a href=\"/docs/Applications/Analytics_Console/Roles_and_Permissions/#access-to-voice-playback-recordings\">Access to Voice Playback Recordings</a></li>\n</ul>\n</li>\n</ul>"},"documents":{"edges":[{"node":{"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact center."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/Getting_started_with_intelligent_contact_distribution_API/","current":"Getting_started_with_intelligent_contact_distribution_API","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"Getting Started with Intelligent Contact Distribution API","description":"This tutorial shows how to set up Intelligent Contact Distribution to route a conversation to the optimal 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