Welcome to the Cyara Knowledge Center

There are 5 User Role types available for users of the Cyara Platform:

• Business
• Development
• Operations
• QA
• Administration

These roles are split by business unit and have associated job titles to easily create accounts with the right level of permissions. Click the ... Icon next to each business unit to see a full breakdown of the access permissions for each role within this business unit.

The Business Roles are built to allow easy interaction with all reporting data collected by the Cyara Platform. Check your organisations CX at a glance using the Pulse Dashboards, as well as generate and export reports using Business Roles.

Development Roles are intended for users looking to expand the Cyara Platform by integrating it within a continuous delivery pipeline. Development Roles are best suited to your internal development staff.

Operations Roles are designed for operations team members who are monitoring your organisations operational CX with a Pulse Monitoring solution. This role grants access to Pulse Dashboards and reporting data.

Quality Assurance roles are designed for users who will be performing day-to-day functional and performance testing within the Cyara Platform, by creating, editing and validating Test Cases and viewing reporting data.

The single Administration User Role is designed with User Management in mind. This Role grants access to add/remove additional Cyara Platform logins and is ideal for a HR staff member.

The alternate Functional Roles listed below provide specific functions with a predefined set of resource access.

• Administration

• Billing

• Dashboard

• Dashboard Admin

• Reporting

• User Admin

• Virtual Agent Administration

• Virtual Agent Reporting

• ResolveAX Reporting

• ResolveAX Administration

• ResolveAX Security Administration

A user can be assigned any combination of the roles above.

A user with the Administrator role has permissions to add, delete, and make changes to Campaigns and Test Cases. They can upload audio files for use in Test Cases, analyze recordings, and manage alarm profiles.

A user with the Reporting role has permissions to run all the reports defined from the main Reports menu of the Cyara Portal.

A user with the User Admin role has permissions to Create, Delete, Attach, Detach, and Update Users from their currently active Account. They can attach a user between Accounts they belong to. They do not have permissions to update a user's email address or change their passwords.

A user with the Billing role can access and view the Calls Report, and, if they have the Administrator role as well, can view the Crawler calls usage.

The ResolveAX specific roles provide access to the ResolveAX Platform. The Reporting role is a read-only role with access to Dashboards and Reports. The Administration role has access to the Reports as well as Agent, Site and Team configuration. The Security Administration role provides access to the Access Keys.

All users can be associated with multiple Accounts, meaning it is possible to use the same User Account to work with various Accounts at the same time. This can be achieved by opening multiple browser tabs and selecting/accessing a different Account in each tab.

Note:

• The Roles allocated to a User are shared across all Accounts to which the User has access
• Alarm Profiles are created per Account, so if a User has access to 2 Accounts, they can have two different Alarm Profiles

This means that a User who is an Administrator, for example, in one Account, will be an Administrator of all the other Accounts they are assigned to, but they will have a separate Alarm Profile for each of these Accounts.