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.
10.1 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. |
The Guest role is no longer applicable to Agent QA personas and has been removed.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.
10.2 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 |
10.3 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 |
10.4 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 9. 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.