Understanding the Analyst role

The Analyst role in Atomicwork provides users with access to view and interact with reports without needing admin permissions. This role is ideal for team leads, supervisors, and other stakeholders who need to monitor performance metrics and gain insights from data without having the ability to change workspace or organization settings.

There are two types of Analyst roles:

• Global analyst: Users with this role can view organization-wide reports, such as the Assistant's Performance report.

• Workspace analyst: This role grants access to reports that are specific to the workspace the user is a part of. Users with this role can view the request overview, employee satisfaction and the agent and group performance reports.

Combining the Agent and Analyst roles

At the workspace level, when a user has both agent and analyst roles assigned to them, they can not only view and analyze workspace reports but also view the underlying data powering the metrics.

For example, a team lead with both Agent and Analyst roles can review Agent and Group Performance reports and click on charts or info cards to open a read-only list of the underlying requests in a side drawer. This allows them to trace metrics back to specific requests.

For a complete breakdown of what each role can do, see our guide on roles and permissions in Atomicwork.