The Team Hierarchy
If you think of your organization, you likely have a hierarchy where team members report to a team leader, and team leaders likely have a superior, as well. Stella Connect provides you with three profile roles which you'll use to build your team:
- Team Members
- Team Leaders
- Admins
Team Members are likely your customer service agents, but they could also be sales representatives or happiness champions! Team Members may report to a Team Leader (like a manager or supervisor), but they're also able to report directly to Admins if you'd like!
Team Leaders have more permissions and features available than Team Members, so they're able to approve their team's pending profiles, view their team's trends dashboard, or receive negative feedback alerts for their agents. Team Leaders typically report to an admin, but they may report to another Team Leader instead.
Admins have the most powerful profile role and the most permissions available to them. Admins are able to view all team and team members trends dashboards, export all responses, and edit profile roles for other users within their organization.
Below, you'll find a chart that shows which permissions are available for each profile role within Stella Connect.
Team Members | Team Leaders | Admins | |
Stream | |||
View responses | Self | All users | All users |
Access customer details and originating ticket* | Configurable | Configurable | Configurable |
Text search | Self | All users | All users |
Filters | Self | All users | All users |
Filter by team/team member | All users | All users | |
Desktop notifications | Self | All users | All users |
Negative feedback email alerts | Direct reports only | Direct reports only | |
Remove comments and feedback | All data | ||
Leaderboards | All users | All users | All users |
Reporting | |||
Company trends | All users | All users | |
Team trends | Their own team | All users | |
Team member trends | Self | All users | All users |
Rewards | All users | All users | |
Team management | |||
Profile updates (require approval) | Self | ||
View, approve and update user profiles | Their own team | All users | |
Edit roles/permissions | All users | ||
Create and deactivate users | All users | ||
Password reset | Self (requires email address) | Self (requires email address) | All users |
Settings | |||
Survey design: branding and copy | Global | ||
Rewards | Global | ||
Marketing | Global | ||
Integrations | Global | ||
Export data |
Global |
||
QA & 1:1s |
|
||
Conduct QA Reviews | All users | All users | |
View Completed QA Reviews | Self | All users | All users |
Conduct 1:1s | All users | All users | |
View 1:1s Notes & Action Items | Self | All users | All users |
It's best to think about your organization's structure when you create your team hierarchy within Stella Connect and any time you need to add a new user. What information will this new user need available to them? Are there certain permissions they may need?
You can use the table above as reference any time, or reach out to your Client Success Manager if you have any questions about team hierarchy best practices.
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