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Permissions and Visibility

To roll out Conversation Analytics successfully, ensure the right people can:

  • view transcripts/threads
  • view AI insights and explanations
  • access dashboards and saved searches
  • (for admins) enable/override AI Tasks and manage Custom Fields

A common approach:

  • Tenant Admin: full configuration access (fields, tasks, overrides, dashboards)
  • Supervisor / QA Lead: dashboards, advanced search, conversation details (read/write coaching notes if applicable)
  • Analyst: dashboards and exports, limited configuration
  • Agent / User: view assigned conversations, limited analytics

Field visibility

If your deployment supports field-level visibility: - keep sensitive insights restricted (e.g., churn risk, compliance flags, revenue metrics) - make operational insights broadly visible (e.g., topics, summaries)

MiaRec uses role-based permissions to control access to features. The specific roles and their permissions may vary by deployment.

Contact your provider if you need to adjust role permissions or restrict access to specific fields or dashboards.

Governance: who can change AI behavior

Prompt/filter overrides can change metrics and workflows. Decide:

  • Who can enable/disable tasks?
  • Who can override prompts/filters?
  • Who can create custom insights?

Recommendation: limit prompt overrides to a small admin group and require testing before rollout.