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Administrator status gives a user access that goes beyond that of other users. This article explains what it changes, how to grant and remove it, and what it gives in practice in the Maker, the Banner and the Reporter.
Overview
Administrator status is granted to a user from the user list in the Maker. An administrator works without the usual partitioning: every entity right carried by their role is granted, and the lists normally limited to their teams widen to the whole customer account.
Three things still apply, and they account for most of the questions we get:
- their licence, which caps everything else;
- the Maker and Reporter authorisation carried by their role;
- their active profile, in the Banner.
Note: in the user list, the tag in the Administrator column carries the tooltip “No partition applied. Role and profile restrictions are ignored for all apps.” That is a shortcut: in the Banner, the active profile’s rights really do still apply.
1. Prerequisites
- An Essentials or Smart licence.
- Access to the Maker authorised on your role.
- To grant or remove the status for someone else: being an administrator yourself.
2. What the status changes, and what it does not
2.1. The role
- Every right (Read, Create, Modify, Delete, Download) is granted on each entity the licence keeps.
- The list of authorised business profiles carried by the role is ignored.
- The Maker and Reporter authorisation carried by the role, however, is not ignored. An administrator whose role does not authorise the Reporter sees “Access forbidden! You do not have the necessary permissions to access the Reporter application.”
2.2. The licence
The licence comes before the status, and that is the first point the confirmation window recalls when you enable administrator rights.
An Essentials licence keeps only a closed list of entities: client account settings, documents centre, domain names, roles, teams, users and their statuses, voice mailboxes, directory, numbers, playlists, sounds and My account. So an Essentials administrator has no Routing, no campaigns and no CRM, whatever their rights.
The Reporter requires a Smart licence: an Essentials administrator who opens it sees “Your user’s license does not allow access to the Reporter app.”
2.3. The active profile, in the Banner
In the Banner, the active profile decides which modules are available and what they cover: queues, flows, evaluation grids, campaigns. Administrator status widens none of that.
2.4. Collaborator or manager
The Type field (Collaborator or Manager) only exists for a Smart licence, and an administrator can be either.
This is decisive in the Banner: most of the widening only applies to an administrator whose type is Manager. An administrator who is a collaborator stays on their own data.
3. Granting and removing the status
3.1. The first administrator
The first user created on a customer account is an administrator. After that, only an administrator can designate another one.
3.2. Enabling administrator rights
In the Maker, open the Users module, then the options menu on the user’s row, and click “Enable administrator rights for <first name>”. A confirmation window recalls the four key points of the status before you validate.
Note: the status cannot be changed from the user’s account form. This options-menu action is the only way.
3.3. Disabling administrator rights
Same menu, entry “Disable administrator rights for <first name>”. The action is refused if it would leave the customer account with no active administrator: there must always be at least one.
If you change your own status, the application reloads to apply your new rights.
3.4. Deleting an administrator account
- You can never delete your own account.
- A user who is not an administrator cannot delete an administrator account: “You cannot delete an administrator account.” So you either remove the administrator rights first, or ask an administrator.
4. Knowing whether you are an administrator
In the Maker, open the Users module. The Administrator column shows Yes or No for each user.
5. In the Maker
Two actions are reserved for administrators:
- Enabling and disabling administrator rights on a user.
- Changing a user’s Type (Collaborator or Manager). Three conditions: being an administrator, the user being logged out, and it not being your own account. The field carries the mention “If the user is logged in, you cannot modify this setting.”
Beyond that, every entity right is granted within the limits of the licence: you see all the client account settings tabs your licence keeps, and you are not limited to the list of business profiles on your role.
Note: a user’s licence is chosen when the account is created and cannot be changed afterwards, not even as an administrator.
6. In the Banner
The principle: no team limit, but the active profile applies, and the widening requires the Manager type.
6.1. My colleagues
- Administrator and manager: the list holds every user on the customer account.
- Administrator and collaborator: the list holds the users of the teams they belong to.
- The tabs on a colleague’s record (Interactions, Recordings, Evaluations, Qualifications, Sessions) also require that person to be in a team you manage, and the matching module to be active on your profile. Administrator status does not widen that.
6.2. Real-time supervision
- Supervision requires the Manager type and a Smart licence.
- Advisors tab: an administrator who is a manager sees every advisor on the customer account, not only the teams they manage.
- Supervision actions (enabling and disabling flows, changing profile and activity, disconnecting a user) are not limited by team.
- Queues and Campaigns tabs: always the queues and voice campaigns of your active profile, and only those with supervision enabled on it.
- Silent monitoring is never offered on yourself or on a user whose type is Manager (“You cannot listen to other managers.”). Administrator status changes nothing there.
6.3. Quality Management
- Recordings: an administrator who is a manager sees the recordings of every user. The list is not restricted upfront to the active profile’s queues: the Queue and Campaign filters stay yours to set.
- Evaluations: the evaluations of every user, but only on the grids linked to your active profile. If no grid is linked to it, the list is empty.
- Qualifications: the qualifications of every user, only on the flows of your active profile.
- Scripts: the script answers of every user, with no upfront restriction by queue or campaign.
- Surveys: nothing is widened. The list stays limited to the surveys linked to your active profile, and is empty if none is.
6.4. Cases
An administrator reaches every case, whoever the owner is, and the case partitioning defined on the profile is not applied. The active profile still decides whether you can create and edit a case, though, and the Cases module has to be active on it.
6.5. History of interactions
Every Direct interaction. For Smart interactions, the queues and flows of the active profile.
6.6. Statistics
- “Interaction activity per advisor”: every advisor on the customer account.
- “Interaction activity per queue”: the queues of the active profile.
6.7. Click2Call (API)
Triggering a call for another user requires the Manager type. An administrator who is a manager is not limited to the teams they manage.
7. In the Reporter
Prerequisites: a Smart licence and the Reporter authorised on your role.
- The role’s entity rights are ignored: full access to Data sources, Explorations, Dashboards, Explorers and Scenarios.
- The owner / guest system is ignored on Explorations, Dashboards, Explorers, Scenarios and Scheduled reports. An administrator sees them all and holds Editing rights on them without being owner or guest, so they can open, modify, delete and hand over ownership.
- In the User rights tab of an exploration, a dashboard, an explorer or a scenario, an administrator appears with the Admin tag instead of Owner or Guest.
- Data sources have no owner / guest system: they depend only on the role’s rights, which the status ignores.
8. Worth keeping in mind
An administrator’s actions reach the whole customer account and all its users: they can modify and delete items they are neither the owner nor a guest of. Grant this status sparingly, and check the Administrator column of the user list from time to time.