# User management

| **Role/Access**                        | **Views**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     | **Escalation Review**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| -------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Admin                                  | <ul><li>Top actionable items such as sorting, filtering, attribute picking, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them on a specific view. These preferences will be respected the next time the user logs in.</li><li>As mentioned above, if a story gets published, then view preferences are reset for all users.</li><li>Except for system stories, any user with these roles, even if not an owner, can edit/add/delete views on the story.</li></ul>                                                                                                                                                                                                                                                                                                                                      | <p>When accessing the Escalation Board, there are <strong>two levels of filters</strong>:</p><ol><li>Custom Filters and Time Dimension Filters.</li><li>Filters on the lists (In Active Review, Agree, etc.), i.e., <strong>"Me" versus "All"</strong></li></ol><p><strong>Result: You will see all tickets based on the filters you have applied</strong></p>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| Super Admin                            | All rights remain the same as **Admin** for this user, except for access to ***Settings -> Integrations -> Validations***. The Validations tab is used to interact with integration-specific APIs.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            | Same as Admin                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Product Analyst                        | Except for ***Settings -> Organization/Integrations/AI/ML, Data Schema, and Auto-QA*** areas, all the rest remain the same as the Admin.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      | Same as Admin                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Customer Success Manager               | In TheLoops, we apply a filter to all the views to show only the customers the User has access to. The customers related to the User are derived from Salesforce.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             | Same as Admin                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Member                                 | <ul><li>This user role can add/edit/delete views on their own story.</li><li>Additionally, this user role can also clone a view from a Publish or System story into their own story.</li><li>Top actionable items such as sorting, filtering, attribute picker, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them on a specific view. These preferences will be respected the next time the user logs in.</li></ul>                                                                                                                                                                                                                                                                                                                                                                                    | Same as Admin                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Agent                                  | <ul><li>This user sees all the content on all the views only for the tickets assigned to themself. Except in the <strong>My Team, Agent Groups, and QA Story</strong> views they should see content for tickets that are assigned to the agents belonging to the same team.</li><li>Top actionable items such as sorting, filtering, attribute picker, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them to a specific view. These preferences will be respected the next time the user logs in.</li></ul>                                                                                                                                                                                                                                                                                             | NA                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| Agent Manager/Customer Support Manager | <ul><li><p>Teams: Multi-select dropdown is enabled on all views only for users with the agent manager role.</p><p><br></p><p><br></p><ol><li>When My Team is selected, it shows the internal teams of agent managers working under the logged-in agent manager.</li><li>When <strong>All Org</strong> is selected, it shows all teams of all agent managers.</li></ol></li><li>Users with this role can add/edit/delete views on their own story.</li><li>Additionally, users with this role can clone a view from a published or system story into their own story.</li><li>Top actionable items such as sorting, filtering, attribute picker, and selecting date ranges, along with custom filters, will be saved as their preferences on a view when a user applies them to a specific view. These preferences will be respected the next time the user logs in.</li></ul> | <p>When accessing the Escalation Board, there are <strong>three levels of filters</strong>:</p><ol><li><strong>"My Team"</strong> and <strong>"All Organization"</strong> Toggle filters on the top right corner of the view.</li><li>Custom Filters and Time Dimension Filters.</li><li>Filters on the lists (In Active Review, Agree, etc.), i.e., <strong>"Me" versus "All"</strong></li></ol><p><strong>Result:</strong></p><ol><li><strong>If the toggle is set to "My Team", then all the other filters apply to your own team. In such a view, you will be unable to view tickets from other teams/organizations.</strong></li><li><strong>If the toggle is set to "All Organization", then the Manager will be able to see tickets across all teams, i.e., the entire organization. This view will be similar to the "Admin" view provided</strong> they are using the same filters.</li></ol> |

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