Overview:
User roles determine what action a user can perform within Tethr. User groups determine which interactions a user has access to.
Tethr user groups:
User groups are used to determine which interactions a user has access to (i.e. a user in the "Sales" will see only the sales interactions, and a user in the "Customer Care" group will see customer care interactions).
A user can be in multiple user groups, and they will have access to all interactions in each group.
Tethr user roles:
For example, an Admin would need to be assigned both the default User role and the Admin role to have access to the main parts of the application as well as its settings.
All users in Tethr can: access Search and browse to filter interactions, utilize Labels, Notes, and leave Comments on interactions, create, modify, and share folders, reports, and dashboards, and create distribution lists.
| User role | Role description |
|---|---|
| Admin |
Can manage Tethr system settings including things like users and user groups, agents, and third-party business application integrations. |
| Category contributor |
Can capture and rate phrases from interactions for building categories. |
| Category creator |
Can capture and rate phrases from interactions for building categories. Can create, manage and publish categories and category groups including writing and testing scripts. Additional licensing and training are required. |
| Change agent name |
Can change the agent name on an interaction. This is used when an agent has been incorrectly assigned to an interaction and works best when there is only one agent assigned. |
| Email schedule admin |
Can schedule automated dashboard emails |
| Email dashboard |
Give users the ability to send dashboards as emails as a one-time summary |
| Flip participants | Can flip participants in interaction, used to correct issues on individual interaction when loading mono audio into Tethr, and Tethr was able to identify who was the agent vs the customer. |
| Interaction viewer and interaction transcript viewer |
Controls the visibility of interactions and their transcripts; disable these if you don’t want a user to be able to read interaction transcripts or view individual interactions |
| Manage all user content | Can see and manage all content created by users, re-assign ownership, edit, or remove |
| Quarantine | Can quarantine a call containing sensitive data that isn't automatically redacted. This will hide the entire call transcript and audio |
| Usage | Can view account usage data |