Operational Agent (OPS Agent)
An Operational Agent is responsible for direct communication with clients, conducting calls and providing customer service. Their interactions are recorded and can be reviewed within the Sedric app. As an Operational Agent, you will be able to:
Access interactions you have performed.
View submitted scorecards related to your interactions.
Utilize the Operational Agent Dashboard for performance metrics and insights.
Operational Manager (OPS Manager)
An Operational Manager oversees the team of Operational Agents. As a manager, you have access to a variety of tools to monitor and guide your team’s success, including the ability to:
Access interactions conducted by your agents.
View scorecards associated with your team’s interactions.
Manage and assign tasks.
Access the Operational Excellence Dashboard for a comprehensive view of team performance.
Monitoring Agent
Monitoring Agents, such as those in a quality assurance role, are tasked with reviewing interactions and completing scorecards for performance assessment. In this position, you will:
Access and review team interactions for quality assurance.
View scorecards for the interactions you have assessed.
Manage and complete tasks associated with the monitoring process.
Utilize the Monitoring Agent Dashboard to stay informed on quality metrics.
Monitoring Manager
The Monitoring Manager supervises the team of Monitoring Agents and ensures the quality of interactions. As a manager, your capabilities include:
Accessing all interactions handled by your team.
Viewing all scorecards completed for your team’s interactions.
Overseeing tasks and quality assurance processes.
Accessing Monitoring Unit Lead Productivity for managerial insights and analytics.
Advanced Monitoring Agent
The Advanced Monitoring Agent has all the standard capabilities of a Monitoring Agent, plus the additional privileges:
Modifying trackers directly, bypassing standard feedback procedures.
Customer Admin
Customer Admin role is meant for comprehensive management across an organization's customer-related activities. A Customer Admin has privileged access to:
All organizational interactions.
All functionalities and dashboards available to other roles.
All configurations pertaining to the organization, including editing departmental units and managing user accounts within the organization.
