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Monet Record Roles

Monet Record features several distinct roles.

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Tasks in this Topic Include:

Related Tasks:

Administrator Role

The administrator role has full editing and filtering ability including the following capabilities:

Administrators can change the role of Monet Record users.

To change a user role:

Ability to filter by work groups to view users within the tenant.

To filter recordings:

Ability to View, Edit, Delete, or Create tags.

To work with tags:

Select Record from the left-navigation menu.
Select Tags.
Use the page navigation controls to navigate to the tag pages as required.
Select view to view tag details.
Select Edit to edit the tag details.
Select the check box of the tag to delete, and then select Delete from the drop-down menu to delete the tag.
Select ok to confirm deletion of the selected tag.
Select Create new to create a new tag.
Select Edit.
Enter a Tag type name, Description, and select Select owner.
Select the radio button of the user to make him/her the owner of the tag.
Select Select user.

Observe users from any work group

To observe a user during a call session:

Select the Monitor radio button to monitor the agent. Select Pause to pause the monitoring as required.
Select the Keep radio button or Discard radio button as desired to save or discard the recording.

To set the scorecard ranking of members of a Skill Team:

Select Record in the left-navigation menu.
Select Scorecard Ranking.
Select the check box(es) of the Skill Teams to score.
Select the Scorecard to use from the drop-down menu.
Select the Last Number of Scorecards to use in the calculation from the drop-down menu.
Select Calculate Rank.
Select Save.

Supervisors have the following capabilities:

The supervisor has the same ability to change user roles as the administrator.

Supervisors only have access to their own work group. No filter by group option is available.

Supervisors do not have the ability to edit tags. They only have access to tags within their own work group.

Supervisors can view all Record Users from their own work group.

Supervisor does not have access to this page.

Agents only have access to Recordings and Live Observing.

Agent does not have the ability to filter. Access only to personal recordings.

Agent can only view personal recordings. They cannot filter or select multiple agents.