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Access and Permissions for Managers

Who can view detailed role play reports, how to get the right admin role, and quick fixes when you can’t see what you expect.

 

We’re currently transitioning our admin model from Team > Group to Organization > Team > Group, with admin roles becoming Organization Admin and Team Admin. As a result, some language in this article (for example, references to “Team Admin” or “Group Admin”) may not exactly match what you see in the product today. The underlying functionality described here remains the same, even if the labels and hierarchy in your app look slightly different while we complete this transition.

Who can see what

  • Organization Admins: Can view detailed scores and feedback for all members in their assigned organization(s).
  • Team Admins: Can view detailed scores and feedback for members in their assigned team(s).
  • Individual members: Can only see their own detailed scores and feedback.
  • Scope reminder: If you don’t see a user’s detailed report, you likely don’t have admin rights for the organization or team that user belongs to.

What “detailed report” includes

  • Summary score (overall percentage)
  • Milestones with pass/fail and the target milestone (win condition)
  • Statement-level scores with rephrased examples
  • Start/Stop/Continue coaching tips
  • Transcript and/or audio playback (if available for the scenario)
  • Rep self-assessment note from the end-of-session feedback box

Get the right access

  • Recommended roles
    • Use Team Admin for the specific team(s) you coach.
    • Use Organization Admin if you need visibility across an entire organization.
    • Follow least-privilege: request only what you need to coach your reps.
  • How to request access
    1. Identify your workspace owner or current admin.
    2. Specify whether you need Organization Admin or Team Admin.
    3. Include the exact organization(s)/team(s) and timeframe (if temporary).
    4. Confirm any compliance constraints for your org.
  • Quick request template
    • Subject: Brevity access request
    • Body: Please grant me [Organization Admin/Team Admin] access to [organization/team names] so I can review detailed role play reports for coaching. I only need access through [date] and will use it for 1:1s and group sessions. Thanks!

Verify your scope (before opening a ticket)

  • Confirm the rep’s home organization/team: If they’re outside your assigned teams, you won’t see details.
  • Check if the role play is tied to a different team than the rep’s default: Access follows the team or organization the assignment belongs to.
  • Ask the rep which assignment they used: Ad hoc practice in a different group may fall outside your scope.

Where to find role plays

  • Ensure you are at the appropriate team level by looking at the bottom left corner above your company logo  - you should see your team's name. If you see All Organization, select your correct team from the menu.
  • Go to the Assignments tab from the navigation bar.
  • Use filters or search bar to narrow by user, role play title, status (Open), etc.
  • Open an assignment and select a specific user to view their practice session reports.

If you can’t see a rep’s details

  • Quick checks
    • Are you logged into the correct workspace?
    • Do you have Organization Admin or Team Admin permissions for that rep’s organization/team?
    • Is your Assignments filter set to the right organization/team and date range?
    • Is the session completed? In-progress sessions may not show full details.
    • Was the assignment created under another organization/team you don’t manage?
  • Still stuck?
    • Capture: rep name, role play link (if you have it), organization/team, and a screenshot of your filters.
    • Contact your workspace owner to adjust your permissions or reassign the rep to the correct group.

Privacy and coaching guidelines

  • Respect visibility boundaries: Managers only see details for their assigned organization/teams; members only see their own.
  • Use anonymized examples in group settings unless the rep opts in to share their name.
  • Focus on coaching outcomes, not public comparison. Highlight behaviors to emulate rather than individuals to criticize.
  • If you discover a possible technical issue (e.g., transcript gaps), follow your org’s process to flag it without sharing sensitive info broadly.

Common scenarios and solutions

  • New manager taking over a organization: Request Organization Admin for that organization; confirm all reps are assigned correctly.
  • Supporting a temporary project or group: Request Team Admin for the project team with an end date.
  • Covering for another manager: Ask for temporary access; remove access when coverage ends.
  • Moving a rep between groups: Ensure the rep and any active assignments are updated to the destination group so you retain visibility.

Troubleshooting checklist (copy/paste)

  • I can view the Assignments page.
  • My filters show the correct organization/team, status = Open, and the right date range.
  • I have Organization Admin or Team Admin for the rep’s organization/team.
  • The assignment actually belongs to a organization/team I manage.
  • If access is missing, I’ve sent an access request with organization/team names and duration.

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