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Types of Scorebuddy profiles
Types of Scorebuddy profiles
Jordan McGovern avatar
Written by Jordan McGovern
Updated over 7 months ago

What types of profiles are available in Scorebuddy?

There are two different types of Scorebuddy profile; Staff profiles and Admin profiles. Staff profiles are created from the 'Staff' page using either the graphical interface or the Staff Upload method (find out more here). Admin profiles are created from the 'Admin' page using the graphical interface (find out how to do this here).

Staff.png

Which should I use for my staff?

We generally find that our clients assign these profiles to their staff as below:

Staff: Employees, Supervisors, Advanced Supervisors

Used for front line staff (Agents, Supervisors or Team Leads) who use Scorebuddy primarily to create scores or view their own scores.

Admin: Global Admin, Group Admin, Team Admin

Used for support and operational staff (Quality Evaluators/Performance Coaches, Trainers, Managers, Data Analysts) who use Scorebuddy primarily to create scores, create scorecards, manage staff on the platform, create calibrations and report on the data from the platform.

What can the various profiles do on the platform?

Please find below an outline for each different user profile available:

Staff

Employee:

  • Can be scored

  • Can view their own performance on their dashboard

  • Optional: Can score themselves (Self Score)

Supervisor:

  • Can create scores for staff within their Team

  • Can view the performance of their staff (those results where they have been selected as 'Supervisor' when a score was created) on their dashboard

  • Can see the performance of staff within their Team (regardless of who was selected as 'Supervisor on those scores) in Reports/Analytics

  • Can create and take part in Calibrations

  • Optional: Can be scored

  • Optional: Can manage (add/edit/remove) staff within their Team (Staff Access)

  • Optional: Can have their ability to edit scores revoked (Read Only)

Advanced Supervisor:

  • Can create scores for Staff within their Team

  • Can view the performance of their staff (those results where they have been selected as 'Supervisor' when a score was created) on their dashboard

  • Can see the performance of staff within their Team (regardless of who was selected as 'Supervisor on those scores) in Reports/Analytics

  • Can create and take part in Calibrations

  • Can manage (add/edit/remove) staff within their Team

  • Can create/remove/edit Scorecards

  • Can create Support Tickets

  • Can access Knowledge Base

  • Optional: Can be scored

  • Optional: Can have their ability to edit scores revoked (Read Only)

Admin

(Common permissions to all Admin type users)

  • Cannot be scored

  • Optional: Can access Billing platform (view and pay invoices, change card details etc.)

  • Optional: Can have their ability to edit scores revoked (Read Only)

  • Optional: Can create Support Tickets

Global Admin

  • Can take any action available on the platform (Score/Scorecards/Calibration/Staff etc.)

  • Can create other Admin profiles

  • Access to all Groups data on platform by default

  • Can view performance of all Groups on dashboard

Group Admin

  • Can take any action available on the platform (Score/Scorecards/Calibration/Staff etc.) only within their assigned Groups

  • Can create other Admin profiles (Group Admin and below)

  • Access to all assigned Groups data on platform

  • Can view performance of assigned Groups on dashboard

Team Admin

  • Can create scores for Staff within their Team/s

  • Can see the performance of staff within their Team in Reports/Analytics

  • Can create and take part in Calibrations

  • Can view performance of assigned Teams on dashboard

INTERNAL USERS

Score, Reports & Analytics / Score, Calibrate, Reports & Analytics / Reports & Analytics / Score Only / Reports Only

  • The listed permissions only for their assigned Groups

  • No dashboard access

Calibrate Only

  • Can create and take part in Calibrations only for their assigned Teams

  • No Dashboard access

EXTERNAL USERS

Calibrate Only / Score & Reports / Analytics Users/ Advanced Analytics User

  • The listed permissions only for their assigned Groups

  • No Dashboard access

What is the difference between an Internal and External user?

This distinction is used in the Calibration Report (see more here) to separate out and aggregate the scores awarded by Internal Vs. External user types (all Staff and Global/Group/Team Admins are also classed as 'Internal').

Often BPOs will assign External user types to users on their client-side to see how vendor/client differ in a Calibration report.

Am I able to find this information within the platform itself?

Yes.

The below permissions matrix can be found on the Admin page by clicking 'User Types'

user_types.png
User_types_list.PNG
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