# Understanding User Roles

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<table data-full-width="true"><thead><tr><th width="107" valign="top">User Role</th><th width="142.79998779296875" valign="top">Functions</th><th width="342.199951171875" valign="top">Access Scope</th><th valign="top">How CRM looks to it</th></tr></thead><tbody><tr><td valign="top"><strong>Agent</strong></td><td valign="top">Agents manage and resolve tickets within their assigned inboxes, track personal performance metrics, and access customer contact details, all through a simplified interface focused on ticket handling and individual analytics.</td><td valign="top"><p></p><ul><li><p><strong>Tickets in Assigned Inboxes:</strong></p><ul><li><p>Agents can:</p><ul><li>Respond to customer queries and issues within their assigned inboxes.</li><li>Add relevant tags or labels to tickets for better categorization and tracking.</li><li>Change the status of tickets to reflect their progress (e.g., open, pending, resolved).</li><li>Assign or reassign tickets to other agents or themselves based on the workload or expertise required.</li></ul></li></ul></li></ul><ul><li><p><strong>Analytics:</strong></p><ul><li><p>Agents have access to their personal performance metrics, including:</p><ul><li>Average response time.</li><li>Resolution time.</li><li>Number of tickets resolved.</li><li>Customer Satisfaction (CSAT) scores (if applicable).</li></ul></li><li>These metrics help agents track their efficiency and identify areas for improvement.</li></ul></li></ul><ul><li><p><strong>Contact Section:</strong></p><ul><li><p>Agents can view contact information associated with tickets, such as:</p><ul><li>Customer name.</li><li>Email ID.</li><li>Phone number.</li><li>Instagram ID (if applicable).</li></ul></li><li>This ensures agents have all the necessary context to handle customer inquiries effectively.</li></ul></li></ul></td><td valign="top"><p></p><ul><li><p>Simplified interface focused on:</p><ul><li><strong>Inbox:</strong> Centralized view of assigned tickets with filtering and sorting options.</li><li><strong>Personal Analytics:</strong> A dashboard displaying individual performance data.</li><li><strong>Contacts</strong>: A directory of customer information linked to tickets.</li></ul></li></ul><ul><li>No access to settings, team-wide analytics, or advanced configurations.</li></ul><ul><li>Designed for streamlined ticket management and personal performance monitoring.</li></ul></td></tr><tr><td valign="top"><strong>Supervisor</strong></td><td valign="top">Supervisors bridge the gap between agents and administrators. They are responsible for monitoring team performance, analyzing data, and ensuring efficient operations. Supervisors also provide guidance to agents and address escalations when necessary.</td><td valign="top"><p></p><ul><li><p><strong>All Agent Accesses:</strong></p><ul><li><p>Supervisors retain all functionalities available to agents, including:</p><ul><li>Handling tickets in assigned inboxes.</li><li>Viewing and editing customer information.</li><li>Accessing personal analytics.</li></ul></li></ul></li></ul><ul><li><p><strong>Analytics Dashboard:</strong></p><ul><li><p>Supervisors have expanded access to team-wide analytics, including:</p><ul><li>Ticket-level metrics: Insights into ticket volume, resolution times, and backlog.</li><li>Agent-related metrics: Performance comparisons across agents, identifying high performers or areas needing support.</li><li>CSAT data: Overall and individual scores to assess customer satisfaction trends.</li><li>Bot automation metrics: Success rates of automated workflows, fallback tickets, and bot performance data.</li></ul></li></ul></li></ul><ul><li><p><strong>Escalation Handling:</strong></p><ul><li>Supervisors can manage escalated tickets that require additional oversight or intervention.</li><li>They have the authority to reassign tickets to specific agents or teams.</li></ul></li></ul></td><td valign="top"><p></p><ul><li><p>Enhanced interface with access to:</p><ul><li>Inbox: Comprehensive view of all team tickets.</li><li>Analytics Dashboard: Detailed reports and visualizations for performance monitoring.</li><li>Contacts: Full access to customer data.</li></ul></li></ul><ul><li>Focused on team performance and operational insights.</li></ul><ul><li>Limited access to settings and configuration options, which remain under admin control.</li></ul></td></tr><tr><td valign="top">Admin</td><td valign="top">Admins are responsible for managing the overall CRM platform. They have the highest level of access, enabling them to configure settings, manage users, and ensure the platform aligns with organizational goals. Admins oversee all aspects of the system to ensure smooth operation.</td><td valign="top"><p></p><ul><li><p><strong>All Supervisor Accesses:</strong></p><ul><li><p>Admins inherit all functionalities available to supervisors, including:</p><ul><li>Accessing team-wide analytics.</li><li>Monitoring agent performance.</li><li>Managing escalated tickets.</li></ul></li></ul></li></ul><ul><li><p><strong>Settings and Configurations:</strong></p><ul><li><p>Admins have full control over CRM settings, including:</p><ul><li><strong>Creating and Managing Inboxes:</strong> Define communication channels (e.g., email, social media) and configure settings.</li><li><strong>User Management:</strong> Add, remove, or edit user roles (agents, supervisors, admins).</li><li><strong>Automation Rules:</strong> Set up workflows, ticket routing rules, and SLA policies to streamline operations.</li><li><strong>Customizations:</strong> Modify ticket fields, templates, and canned responses to suit organizational needs.</li><li><strong>Billing and Subscription Management:</strong> Handle payment details, subscription plans, and invoices.</li></ul></li></ul></li></ul><ul><li><p><strong>Security and Compliance:</strong></p><ul><li><p>Admins can enforce data security policies, including:</p><ul><li>Role-based access controls.</li><li>Data masking for sensitive customer information.</li><li>Audit logs to track system activities and changes.</li></ul></li></ul></li></ul></td><td valign="top"><p></p><ul><li><p>Comprehensive interface with access to:</p><ul><li>Inbox: Overview of all tickets and their statuses.</li><li>Analytics Dashboard: Full team and organizational performance metrics.</li><li>Contacts: Complete customer database with editing capabilities.</li><li>Settings: Central hub for system configurations and customizations.</li></ul></li></ul><ul><li>Designed for full system management and strategic oversight.</li></ul></td></tr></tbody></table>

## FAQ's

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<summary>What kind of tickets can agents access in the CRM</summary>

Agents can access **tickets within their assigned inboxes**. They cannot view or manage tickets outside of their designated scope.

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<summary>Can agents view analytics in the CRM?</summary>

Yes, agents have access to **personal analytics**, including:

* **Average response time**.
* **Resolution time**.
* **Number of tickets resolved**.
* **CSAT (Customer Satisfaction) scores**, if applicable.\
  These insights help agents monitor their performance and improve efficie

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<summary>What customer details are visible to agents?</summary>

Agents can view contact information linked to tickets, such as:

* **Customer name**
* **Email ID**
* **Phone number**
* **Instagram ID** (if applicable)

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<details>

<summary>What additional analytics can Supervisors view?</summary>

Supervisors have an **expanded Analytics Dashboard**, which includes:

* **Ticket-level metrics**: Ticket volume, resolution times, backlog.
* **Agent-related metrics**: Performance comparisons, high performers, and support needs.
* **CSAT Data**: Customer satisfaction trends at individual and team levels.
* **Bot Automation Metrics**: Success rates, fallback tickets, and bot performance data

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<summary>What happens if an agent escalates a tick?</summary>

Supervisors can **intervene in escalated tickets**, provide resolution guidance, or reassign them to the appropriate agent or team.

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<summary>How do admins manage user roles?</summary>

Admins can:

* **Add or remove users** from the CRM.
* **Modify permissions** for Agents and Supervisors.
* **Promote/demote users** to different roles.

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<summary>How does an admin's access differ from a supervisor's ?</summary>

Admins have **all Supervisor privileges** plus additional control over:

* **Settings & Configurations** (inboxes, automation, templates).
* **User Management** (adding, removing, modifying roles).
* **Security & Compliance** (data masking, audit logs, role-based access).
* **Billing & Subscription Management** (payment details, invoices).

</details>
