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People & Access

This page explains who uses MiaRec, and the concepts that control what each person can see and do. Administration procedures are in the Administration Guide.

Your organization

Throughout the documentation, your organization means your company's own environment in MiaRec — its users, conversations, settings, and data. Everything described in this guide, the User Guide, and the Administration Guide happens within your organization.

If MiaRec is delivered to you as a service, some platform-level settings are managed by your service provider. The Administration Guide marks those settings explicitly.

Users

A user is any person with a MiaRec login. All users are managed by your organization's administrators, who create accounts, assign roles, and control access (see User accounts).

Three audiences use MiaRec day to day:

  • Agents — users whose conversations are captured and analyzed. Agents typically see their own conversations, their personal dashboard, and their own evaluations.
  • Supervisors — users who manage a team. Supervisors see their team's conversations and dashboards, review and evaluate conversations, and manage scorecards.
  • Administrators — users who configure your organization: user accounts, roles, groups, AI settings, custom fields, and data management.

These are typical patterns, not fixed categories — what a user can actually do is determined by their role.

Note

The people your organization talks to — the other party in a conversation — are referred to as customers in this documentation. Customers are not MiaRec users.

Roles and permissions

A role is a named set of permissions assigned to each user. Permissions control individual capabilities: viewing conversations, playing audio, downloading, evaluating, sharing, administering users, and so on. MiaRec ships with typical roles such as Agent, Supervisor, and Admin, and your administrators can adjust them or create new ones.

Each role also has an access scope that sets how much data the role can see:

  • Organization — all data in your organization (typical for administrators).
  • Selected Groups — data of specific groups (typical for supervisors, scoped to their teams).
  • User — the user's own data only (typical for agents).

Together, permissions answer "what can this user do?" and access scope answers "on whose data?".

See Roles and permissions.

Groups

A group is a set of users within your organization — usually a team, such as Support or Sales. Groups are used throughout the product:

  • Dashboards and QA statistics can be viewed per group.
  • Supervisors' access is typically scoped to the groups they manage.
  • Licenses can be tracked per group.

See Groups.

What each audience typically sees

Area Agent Supervisor Administrator
Dashboard Personal dashboard Organization and team dashboards Organization dashboards
Conversations Own conversations Team conversations Organization-wide, per role
QA Own evaluations (view) Team evaluations, review and override, scorecards QA configuration and permissions
Reports Own reports Team-scoped reports Organization-scoped reports
Administration menu Not visible Limited (per role) Visible

Actual visibility follows the user's role and access scope, so your organization may differ from this typical layout. Every user also has a My Profile area for personal settings — password, timezone, language, and security (see My profile).