Easier User Admin: Grouped Permissions and Okta

1. A clearer Roles & Permissions page

Permissions are now grouped by the part of WatchTower they control, so you can find the one you need quickly. The groups are:

• General (Explore, Custom Reports and Customers)
• Agents & Activity
• Users & Roles
• Reviews & Scorecards
• Tags
• Interactions (emotions, writing issues, call recordings and exports)
• Sonar
• Ask Spotlight

Each permission has a tooltip that explains what it gives access to. For example, hovering over “Play own call recordings” shows that it only covers recordings of the user’s own calls.

We’ve also renamed five permissions so their names better match what they do:

• View Agent is now View Agents & Activity
• Download Interactions is now Export CSVs
• Export Interaction Data is now Export PDFs and Transcripts
• Add Or Remove Emotions is now Manage emotions
• Manage Ai Rules is now Manage Spotlight context

This only changes the layout. Your existing roles and their permissions stay as they were. You’ll find the page under Settings → Roles and Permissions.

2. User provisioning with SCIM

If your organisation uses Okta to manage who has access to which tools, you can now manage EdgeTier users there too. Add a new starter in Okta and they get an EdgeTier login with the right role. When someone leaves and you deactivate them in Okta, their EdgeTier access is switched off at the same time, so there’s no separate cleanup to remember.
Not sure if you use Okta? Your IT team will know. (This uses SCIM 2.0, the standard way identity providers share user changes with other apps.)

A few things to know before you set it up:

• You still manage roles in EdgeTier . Okta matches people to the roles you’ve already created by name. If you need a new role, create it in EdgeTier first. If you rename a role, update Okta too.
• If you’ve put someone in an ‘agent’ group in Okta, they’re also set up as an EdgeTier agent in that group. Role and group changes made in Okta update in EdgeTier, and reactivating someone in your organisation brings back their role and groups.
• Changes only go from Okta into EdgeTier , so make role and group changes for Okta users in Okta.
• You can still add and manage users by hand in EdgeTier alongside Okta.
• Each Okta organisation connects to one EdgeTier account.
• You cannot create an agent user using this method.

Support for Microsoft Entra ID is next, using the same setup. We’ll be adding more over the coming months.

How to enable Okta provisioning

Contact support@edgetier.com or your Customer Success Manager and we’ll get it set up for your account. If you don’t use Okta but you’re still interested in this feature, please contact us to request support for your team’s identity provider

If you have questions or feedback, reach out to your Customer Success contact.