> Source: https://builder-docs.ema.ai/agent-qa/roles
> Title: Roles and Permissions

# 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.

**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.

**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.

**Metrics Viewer**

Leadership, reporting / BI stakeholders

Read-only across every agent — can view Metrics, Audit, and Insights, and 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) or anything else.

> [INFO]
> The **Guest** role is no longer applicable to Agent QA personas and has been removed.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

## 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

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

## 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, and review performance, without editing the workflow canvas.
-   Assign **Metrics Viewer** to leadership or reporting stakeholders who need visibility across all agents 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](/legacy-docs/agent-qa/agent-view).
-   Remove a user's role assignment entirely to revoke their access — there is no longer a separate zero-permission role for this.