User Roles & Permissions
KoeIQ has four user roles. Each role controls which features and data a user can access.
Role overview
Roles are assigned to every user within a tenant. Only Admins can change roles.
| Role | Who uses it | Primary responsibilities |
|---|---|---|
| Admin | Centre managers, IT staff | Full access to all features. Manages users, activates feature packs, and configures org settings. |
| Supervisor | Team leads, QA managers | Views call logs, AI analytics, JP Dashboard, and agent scorecards. |
| QA Analyst | Quality reviewers | Reviews calls, applies manual QA scores, views PII diff, and handles review assignments. |
| Agent | Contact centre operators | Can only view My Performance page and their own assigned calls. |
Feature permission matrix
| Feature | Admin | Supervisor | QA Analyst | Agent |
|---|---|---|---|---|
| View call logs | ✓ | ✓ | ✓ | Own only |
| Upload audio | ✓ | ✓ | ✓ | ✗ |
| View AI analytics | ✓ | ✓ | ✓ | Own only |
| Trigger AI analytics | ✓ | ✓ | ✓ | ✗ |
| Manual QA scoring | ✓ | ✓ | ✓ | ✗ |
| PII diff view | ✓ | ✗ | ✓ | ✗ |
| APPI consent management | ✓ | ✗ | ✓ | ✗ |
| JP Dashboard | ✓ | ✓ | ✗ | ✗ |
| My Performance | ✓ | ✓ | ✓ | ✓ |
| CSV export | ✓ | ✓ | ✓ | ✗ |
| User management | ✓ | ✗ | ✗ | ✗ |
| Org settings | ✓ | ✗ | ✗ | ✗ |
| Feature pack management | ✓ | ✗ | ✗ | ✗ |
| Alert rule configuration | ✓ | ✗ | ✗ | ✗ |
| Rubric editing | ✓ | ✗ | ✗ | ✗ |
| Audit log access | ✓ | ✗ | ✗ | ✗ |
How to change a user's role
- Go to Admin → Users.
- Find the user you want to update and click the Edit (pencil) icon.
- Select the new role from the dropdown.
- Click Save. The change takes effect immediately.
⚠️Warning: Role changes take effect immediately. A user downgraded to Agent will lose access to all admin and analytics features instantly.
Setting an Operator ID
For agent scorecards and My Performance to work correctly, each Agent user must have an Operator ID set. This links their user account to the calls uploaded with that operator ID.
- Go to Admin → Users.
- Click Set Operator ID next to the agent's row.
- Enter the agent's ID from your CRM or HR system.
- Click Save.
ℹ️The Operator ID is matched against the Operator ID field supplied at call upload time. Only matching calls appear in that agent's scorecard.