Custom permission levels in TalkAnswered
I would love the capacity to make a custom role in Talk.
I have some Agents that are highly skilled and able to support/train other Agents, but I don't want them having Admin access. Therefore, a new role category that would sit in-between Team Lead and Agent, something like an 'Advanced Agent', or having the ability to customize a role would be great.
Maybe something similar to Guide where there is the ability to create User Segments.
Thanks for posting the feedback! We have granular agent permissions in our blacklog but not in the short term roadmap.
It will be nice to know which functionalities you would like to open to these agents or restrict from their access. To highlight, we do have Talk roles, which you can assign to agent without giving them access to whole Support admin permissions.
Thanks Rohan. I am looking for something in between Team Lead and Agent
Things I would like them to do:
- Be able to listen/barg on calls.
- See dashboards that show current call volume.
Things I don't want them to do:
- Edit Talk settings
I second that request, it cannot be that we need to give Admin Talk permissions to QAs just for them to be able to monitor live calls for quality proposes. The risk of giving several people admin rights is huge. And we have external QAs part of our BPOs, for them the risk is even higher.
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