> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reddy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# User Access Management

> Configure user roles, permissions, and access controls in Reddy

Reddy uses role-based access control with three roles: Admin, Manager, and Agent. This guide covers initial setup and ongoing management.

<Info>
  User management requires regular maintenance for role changes, product assignments, manager reassignments, and user deactivations.
</Info>

## 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               | ✓     | ✓                     |           |

<AccordionGroup>
  <Accordion title="Admin">
    **Full Access:** Add/edit users, configure products/QA, view all organizational data

    **Best Use:** IT staff, senior management requiring unrestricted access
  </Accordion>

  <Accordion title="Manager">
    **Secure Access:** View only assigned product and agent data

    **Best Use:** Team leads, department managers overseeing specific teams

    <Info>
      Managers see only data for agents and products assigned to them.
    </Info>
  </Accordion>

  <Accordion title="Agent (Default)">
    **Limited Access:** Access assigned products, complete training

    **Best Use:** Frontline agents handling customer interactions
  </Accordion>
</AccordionGroup>

## Initial Setup

User setup involves three key activities handled in the **Employees** tab:

1. **Add employees** via Excel upload
2. **Assign products, courses, and managers** to establish proper access and visibility
3. **Update roles** from default Agent to Manager or Admin as needed

<Note>
  All users are created as Agents by default. Managers must be assigned to products and have direct reports to view team data.
</Note>

[Complete setup guide →](/manual/team-management/adding-employees)

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="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](/onboarding/IT-Operations/workos-admin-tool) for validation
  </Accordion>

  <Accordion title="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

    <Info>
      After updating a profile, refresh your browser to see the changes.
    </Info>
  </Accordion>

  <Accordion title="Why can't an agent access products?">
    Products not assigned to the agent.

    * Check product assignments in Employees tab
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Related Resources

<CardGroup cols={2}>
  <Card title="Managing Employees" icon="user-gear" href="/manual/adding-employees">
    Detailed employee and assignment management guide
  </Card>

  <Card title="Deactivating Users" icon="user-slash" href="/manual/deactivating-users">
    Remove user access when employees leave
  </Card>

  <Card title="SSO Provisioning" icon="key" href="/onboarding/IT-Operations/sso-provisioning">
    Configure single sign-on authentication
  </Card>

  <Card title="WorkOS Admin Tool" icon="users-gear" href="/onboarding/IT-Operations/workos-admin-tool">
    Manage SSO users and directory sync
  </Card>
</CardGroup>