As per the latest update with CallHippo , now you can define different roles for users and also you can assign reporting persons for each user .
These will help you to maintain data in a proper hierarchy .
Now you can manage multiple teams under one account and maintain the separate data for each team. With this functionality ,you can set a system where one team can not see the data of another team .
How to assign different roles while inviting users?
When you invite a user from Users -> invite user , there will be an option to select the role.Hierarchy of roles
Owner
Admin
Dashboard User
Manager
Supervisor
Agent
The data can be seen hierarchy-wise only, you can see the data of users who are under your hierarchy and users who are reporting to you.
For example: The manager can see the data of the Agent’s ( to see data of the Agent, Agent must be reporting to that manager.)
Users with a lower hierarchy can not see the data of the upper level.
For example : Agents can not see the data of managers.How to change the role of existing users.
You can change the role of existing users, you can upgrade or downgrade the role of users who are under your hierarchy.
You can not change the role of a user who has a similar or higher role than you.
Hierarchy of roles :
Owner
Admin
Dashboard User
Manager
Supervisor
Agent
For example : Admin can change the role of managers or Agents but Admin can not change the role of other Admins or Owners.
You can go to users -> settings -> Roles and select the new role you want to assign to that user. (refer to below screenshot )What happens if we downgrade the role of existing users?
When you downgrade the role of any existing user, the reporting person also gets changed for the users who are reporting directly under that user.
Upper hierarchy will be assigned as a reporter if someone’s role is downgraded.
For example: John is Admin, and Adam is the manager.
Adam’s role is Manager and currently, 5 users are reporting to Adam. Now Adam's role is changed to Agent then 5 users whose reporting person was Adam, now reporting person will be John.How does “reports to” work? How can you change the reporting person of a user?
You can define a reporting person for any user. Reporting person can see the data of the user who reports to him/her.
Forex: Adam reports to john, here John can see all the data of Adam.
We can modify “Reports to” from user settings. You can select any user who has an upper hierarchy as a reporting user.
You can select multiple users as “Reports to”. This way multiple users who have an upper hierarchy can see your data.
For ex : the manager can select an admin or Owner as his reporting person.
As you can see in the screenshot below , the manager can select anyone from his upper hierarchy as the reporting person .
As you can see in the above screen shot , 3 users selected in the “reports to” section so all these 3 users will be able to see the data of your account .What is the Importance of “Reports to” ?
With this feature , you can define the reporting person of users and the reporting person can see the data of users who are reporting under him .
It is easy to manage different teams .
For example: If you have two teams working in your organization, then you can create two admin/managers and define them as reporting persons for Agents so they can easily manage the data of respective teams.
What is an “Assigned User”?
Here we are showing who is reporting to the Dashboard user, manager, and supervisor. Select the users whose data you want to see as reporting persons. You will be the reporting person for the assigned users.
In the 'Assigned Users' section, if a user deselects a lower hierarchy user, then they will not be able to view the data of that user. Additionally, if a user is removed from the 'Assigned Users' section, then their upper hierarchy will also not be able to view their data."
For example: Suppose User A is a manager, User B is a supervisor, and User C is an agent. If User B removes User C from reporting to them, then not only will User B not be able to see User C's data, but User A will also not be able to see User C's data.
Note: The owner and admin would be able to see all the data of every user.
How does the user role work ? What are the different access that roles do have ?
Owner
A person who creates the CallHippo account will be defined as Owner.
The super admin will have access to the whole system including the dialer.Admin
Admin will have all the access including dialer (same as owner ) . Admin will have full system access including all features and all modules.
When to create admin users
If you want someone with full access to the system, you can invite them as admin user.
Note: Admin won't be able to invite another user as an Admin role, for this user should have Owner's account access.Dashboard User
When you invite any user , you can select the role as “Dashboard User”.
When to create Dashboard users : If you want someone to monitor all the calls , reports , then it is ideal to make them as Dashboard users . If you want users to make/receive calls then do not make them as dashboard users as dashboard users don’t have access to dialer .
Dashboard user’s charge is $15/user.
They will have access to the dashboard (web app) . Dashboard users don’t have access to the dialer.
Access to Admin
Admin can add/edit/delete the users / numbers .
Only Owner and Admin and Dashboard users can add/modify plan and billing information ,number masking , add tags , add holiday , call recording rights , rights to download the reports , access module , email reporting , compliance call recording , price cap , IP whitelisting .Manager Role
When you invite any user , you can select the role as “Manager”.
When to create “manager” : when you want to make someone who can lead a team of calling agents , monitor team’s performance , modify team’s settings , then it is best to make them “manager”. Ideally when you want someone who can lead/manage a team , make them “manager.”
Manager can see the data of users which are reporting to him .Manager can see the call logs of his team (who is reporting to him) .
Access
Manager can add users and edit user settings . Managers can add numbers , can add/delete users , modify number settings .Managers can create/modify teams, create/edit PD campaigns .Supervisor
When you invite any user , select the role as “Supervisor”.
When to create “Supervisor” :
When you want a user to monitor other user’s data , for QA purposes , for training purposes you can make those users as Supervisor.
Access
Supervisor can view the data (number listing , activity feed , reports and all other data ) of the users who are reporting to him.
Supervisor have view rights for the data , supervisor can not add , edit or delete the data.Agent
When you invite any user , select the role as “Agent”.
When to create “Agent ”: When you want user to make/receive calls only and want to give permission to see his own data only then it make him as “Agent”
Ideal role for calling agents whose job is to make / receive calls only .
Access
Agents can modify their own user settings .
Agents can see their own data .