Admin Ally Persona

role overview the admin ally acts as an intermediary management role positioned between admin and supervisor in the cobrowsing platform hierarchy this role allows for comprehensive team management capabilities while lacking some full administrative privileges admin allies are responsible for managing agents and supervisors under their domain, overseeing the assignment and performance of customer leads, and assisting in administrative processes via the cobrowsing console console access admin allies have access to the following major console sections agent management (including add user and deactivation) support history (view detailed lead and session records) analytics (view inbound performance and agent level metrics) audit trail (review recorded session audit logs) documents (manage shared documents) settings (general platform settings relevant to their scope) active customers (monitor assigned active leads and sessions) key features and functionalities agent and supervisor management add new users admin allies can add new agents or supervisors individually via the add user button or through bulk import with excel deactivate/activate users admin allies have the authority to deactivate or reactivate agents and supervisors under their management only users with active status can be deactivated, and the process is reversible search and export provides searching capabilities by username, email, or status can export lists for reporting or audits view user status admin allies can view detailed statuses including online/offline, active/inactive, and account status for agents and supervisors in their purview lead assignment and transfer similar to supervisors, admin allies can assign unassigned leads to available agents under their jurisdiction based on lead category and language tags leads assigned successfully appear in the respective agent's active customers dashboard admin allies can transfer leads between agents and supervisors within their assigned groups analytics and reporting admin allies have access to inbound analytics cards detailing self assigned sessions average self assign time these analytics are visible aggregated by agents within their teams, helping admin allies monitor workload distribution and efficiency differences between admin and supervisor unlike full admins, admin allies have more restricted access to system wide configurations and cannot manage sandbox credentials or video call settings compared to supervisors, admin allies have broader user management control, including managing supervisors themselves admin allies act as escalation points for supervisors and agents, serving as a managerial bridge