User management requires regular maintenance for role changes, product assignments, manager reassignments, and user deactivations.
User Roles
Reddy provides three custom roles with specific permissions. Agent is the default role for new employees.| Permission | Admin | Manager | Agent |
|---|---|---|---|
| User Management | |||
| Add/archive employees | ✓ | ||
| Modify user roles | ✓ | ||
| View all company employees | ✓ | Direct reports only | Self only |
| Product & Training Configuration | |||
| Create/edit products and training content | ✓ | View only | View only |
| Configure QA scorecards | ✓ | View only | |
| Upload knowledge base content | ✓ | For assigned products | |
| Assignments & Access | |||
| Assign products/courses | ✓ | For direct reports | |
| Assign managers to employees | ✓ | ||
| Complete training simulations | ✓ | ✓ | ✓ |
| Analytics & Reporting | |||
| View Data & Insights | ✓ | For direct reports | Self only |
| Export data | ✓ | ✓ | |
| Create and manage tickets | ✓ | ✓ | |
| System Configuration | |||
| Bulk operations | ✓ | ||
| Company settings | ✓ | ||
| Save default filter presets | ✓ | ✓ |
Admin
Admin
Full Access: Add/edit users, configure products/QA, view all organizational dataBest Use: IT staff, senior management requiring unrestricted access
Manager
Manager
Secure Access: View only assigned product and agent dataBest Use: Team leads, department managers overseeing specific teams
Managers see only data for agents and products assigned to them.
Agent (Default)
Agent (Default)
Limited Access: Access assigned products, complete trainingBest Use: Frontline agents handling customer interactions
Initial Setup
User setup involves three key activities handled in the Employees tab:- Add employees via Excel upload
- Assign products, courses, and managers to establish proper access and visibility
- Update roles from default Agent to Manager or Admin as needed
All users are created as Agents by default. Managers must be assigned to products and have direct reports to view team data.
Frequently Asked Questions
Why can't a user log in?
Why can't a user log in?
User not added to SSO application.
- Verify user exists in SSO provider
- Check email spelling matches exactly
- Use WorkOS Admin Tool for validation
Why can't a manager see agent data?
Why can't a manager see agent data?
Incorrect reporting structure or product assignments.
- Verify agent reports to manager
- Confirm manager is assigned to agent’s products
After updating a profile, refresh your browser to see the changes.
Why can't an agent access products?
Why can't an agent access products?
Products not assigned to the agent.
- Check product assignments in Employees tab
Why can't an agent access courses?
Why can't an agent access courses?
Courses not assigned to the agent.
- Check course assignments in Employees tab
- Verify courses are live (not draft mode)
- Product must be assigned to the agent before the course becomes visible for assignment. Product assignment is a prerequisite for product-specific courses.
Why can't I modify QA items or products?
Why can't I modify QA items or products?
Only Admins can modify QA items and products. Managers have view-only access by design.Request an Admin to make the changes.