Roles and Permissions
Agent QA uses five roles. Each role grants a specific set of permissions that control what a user can see and do on an Agent QA AI Employee.
11.1 Role Definitions
| Role | Intended Users | Key Capabilities |
|---|---|---|
| Admin | AI Employee owners, QA program leads | Full control over the AI Employee — configuration, workflow canvas, permissions, imports, feedback approval, and lifecycle (rename / enable / delete). The only role that can delete the AI Employee. Can sign off a month on the Accuracy tab and configure accuracy settings and targets. |
| Manager | QA managers, operations leads | Manages persona permissions, approves feedback, views metrics/audit/insights, and can view and edit the Configuration tab, imports, and export audit data. Cannot edit the workflow canvas and cannot delete the AI Employee. Can sign off a month on the Accuracy tab and configure accuracy settings, targets, and Manual Review policy. |
| Builder | Persona configurators, technical owners | Configures QA parameters, edits the workflow canvas, manages imports, and exports audit data. Cannot view/edit persona permissions and cannot approve feedback. Cannot access the Accuracy tab. |
| Metrics Viewer | Leadership, reporting / BI stakeholders | Read-only across every agent — can view Metrics, Audit, Insights, and the Accuracy tab. Can review calls on the Accuracy tab. Can view Manual Review settings (read-only). Can add feedback. No edit access anywhere (Configuration, workflow canvas, permissions, imports, exports). |
| SelfMetrics Viewer | Contact center agents viewing their own results | Same as Metrics Viewer, but scoped to the user's own Agent ID only for Metrics, Audit, and Feedback. Cannot view Insights (team-wide trends), the Accuracy tab, or anything else. |
The Guest role is no longer applicable to Agent QA personas and has been removed. To revoke a user's access, remove their role assignment on the AI Employee entirely rather than downgrading them to a zero-permission role.
11.2 Permissions Matrix
Y = allowed, N = not available. Where noted, a role's access is conditional — scoped to the user's own Agent ID rather than the whole team.
| Permission | Metrics Viewer | SelfMetrics Viewer | Builder | Manager | Admin |
|---|---|---|---|---|---|
| View Persona | N | N | Y | Y | Y |
| View and Edit Configuration tab | N | N | Y | Y | Y |
| View workflow canvas | N | N | Y | Y | Y |
| Edit workflow canvas | N | N | Y | N | Y |
| View / Edit persona permissions | N | N | N | Y | Y |
| View Metrics | Y | Own Agent ID only | N | Y | Y |
| View Audit | Y | Own Agent ID only | Y | Y | Y |
| View Insights | Y | N | N | Y | Y |
| Adding Feedback | Y | Own Agent ID only | N | Y | Y |
| Feedback Approval | N | N | N | Y | Y |
| Rename Persona | N | N | Y | Y | Y |
| Delete Persona | N | N | N | N | Y |
| Change Persona status (enable / disable) | N | N | Y | Y | Y |
| Imports tab | N | N | Y | Y | Y |
| Export data (Audit tab) | N | N | Y | Y | Y |
| View Accuracy tab | Y | N | N | Y | Y |
| Review calls (Accuracy tab) | Y | N | N | Y | Y |
| Sign off a month (Accuracy tab) | N | N | N | Y | Y |
| Set up and configure accuracy targets | N | N | N | Y | Y |
| Configure Manual Review policy | N | N | N | Y | Y |
| View Manual Review settings | Y (read-only) | N | N | Y | Y |
11.3 Permission Codes
For programmatic access checks (API integrations, audit logs, and SSO claims), permissions are exposed as the following codes:
| Permission Code | What It Controls | Roles |
|---|---|---|
CAN_VIEW_PERSONA | Open the AI Employee page | Builder, Manager, Admin |
CAN_EDIT_PERSONA | View and edit the Configuration tab — QA parameters, rules, data sources. Also required to configure Manual Review policy and accuracy settings. | Builder, Manager, Admin |
CAN_EDIT_WORKFLOW_CANVAS | Edit the workflow canvas | Builder, Admin |
CAN_VIEW_PERSONA_PERMISSIONS | View and edit who has access to the AI Employee and their role | Manager, Admin |
CAN_VIEW_PERSONA_METRICS | View metrics and insights across all agents | Metrics Viewer, Manager, Admin |
CAN_VIEW_SELF_PERSONA_METRICS | View metrics and audit data scoped to the user's own Agent ID | SelfMetrics Viewer |
CAN_SUBMIT_FEEDBACK | Add thumbs-up / thumbs-down feedback on rule evaluations | Metrics Viewer, SelfMetrics Viewer (own Agent ID), Manager, Admin |
CAN_APPROVE_FEEDBACK | Review and approve submitted feedback for use in continuous learning | Manager, Admin |
CAN_RENAME_PERSONA | Rename the AI Employee | Builder, Manager, Admin |
CAN_CHANGE_PERSONA_STATUS | Enable or disable the AI Employee | Builder, Manager, Admin |
CAN_DELETE_PERSONA | Permanently delete the AI Employee | Admin |
CAN_VIEW_IMPORTS | Open the Imports tab and manage data ingestion jobs | Builder, Manager, Admin |
CAN_EXPORT_AUDIT_DATA | Export interaction / audit data from the Audit tab | Builder, Manager, Admin |
CAN_VIEW_TRAINING_AND_LOGS_DATA | View the Accuracy tab and review calls; view Manual Review settings (read-only) | Metrics Viewer, Manager, Admin |
CAN_VIEW_SELF_TRAINING_AND_LOGS_DATA | View the Accuracy tab and review calls scoped to own audit access | Metrics Viewer (own access) |
11.4 Recommended Role Assignment
For a typical Agent QA deployment:
- Assign Admin to a small number of QA supervisors who own the AI Employee end-to-end.
- Assign Builder to the team configuring QA rules and the workflow canvas.
- Assign Manager to operations leads who need to manage permissions, approve feedback, review performance, sign off accuracy months, and configure accuracy settings and Manual Review policy, without editing the workflow canvas.
- Assign Metrics Viewer to leadership or reporting stakeholders who need visibility across all agents — including the Accuracy tab and reviewing calls — but no edit access.
- Assign SelfMetrics Viewer to contact center agents who should see only their own results — see 10. For Agents: Viewing Your Own Results.
- Remove a user's role assignment entirely to revoke their access — there is no longer a separate zero-permission role for this.