Leaders
To be assigned to the organization/group as Leader, employee must have a valid user name, and a role that includes privileges under the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., in the Interactions, Evaluations, Assessments, Administration and/or Analytics sub-categories. The role’s Scope (Organization and Groups) define the employee’s assignment as leader of those organization/groups.
Users assigned to a organization/group as a leader have access to the recordings of employees assigned as members of the same organization/group and their sub-organizations/sub-groups. If they have privileges, they can also have access to evaluations made by other leaders of their organization/group or leaders higher up in the hierarchy.
If you imagine the hierarchy of organizations and groups as a tree, where the default suite organization is the trunk of the tree and each subsequent organization/group that is created is a branch of the tree, a user can only be assigned as leader to one organization/group in each branch, but can also be assigned as a leader of organizations/groups on different branches of the tree.
