Ricochet360 Support

Administrator:  Administrators have access to every feature, setting, and area of Ricochet.  Administrators can add and delete leads, listen to live phone calls, and change company settings.  Administrators have access to all the reporting areas, and can make changes to dialer campaigns and marketing automation.  Administrators also are the only ones who can edit users' profiles.

Branch Manager:  Branch Managers have access to all the leads inside the Branch that they are a part of (if only 1 Branch, they'll have access to all the leads in the platform).  Branch Managers have access to all reports for the Branch.  Branch Managers can listen in on live phone calls (if enabled in Company Settings --> User Experience & Agent Settings).  Branch Managers cannot modify any Company Settings, dialer campaigns or marketing automation, or users' profiles.

Agent:  Agents have access to only their leads that they are the lead owner of (cannot see other leads in the platform).  Agents do not have access to any company settings, dialer campaigns, marketing automation, or editing user profiles.  Agents may only have access to their own Call History report (depending on a setting in Company Settings --> User Experience & Agent Settings).

Team Lead:  Team Leads have access to all the leads for the company.  Team Leads have access to all texts on the Text Dashboard.  Team Leads have visibility to all tasks on the Task Dashboard.  Team Leads do not have visibility to any reports.  Team Leads do not have access to modify any company settings, dialer campaigns, marketing automation, or users' profiles.

Team Manager:  Team Managers have access to Master Dashboard, Performance Dashboard, Gamification Dashboard.  Team Managers can only see leads for their team in Lead Management.  Team Managers can only see texts for their team in Text Dashboard and only tasks for their team(s) on the Task Dashboard.  Team Managers have access to all the reporting options (with visibility restricted to just users on the team(s) they are on).  Team Managers do not have access to modify any company settings, dialer campaigns, marketing automation, or users' profiles.

Top Agent:  Top Agent was a special Permission created that is not recommended to be used and may be removed from the options list in the future.

All Leads Agent:  All Leads Agent has the same access that an Agent has, except that the All Leads Agent has visibility to every lead in Ricochet, regardless of if there is a lead owner or not.

Tagged User:  Tagged Users are similar to Agent permissions, except that a Tagged User only has visibility to leads that they are a part of the Restricted Tag for.

Applicable User Seat Types

All User Seats

Applicable Permissions

All Permissions

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