Whenever you create a new user, you’ll have to choose which license type you need for the user. The prices for each license type differ based on the basic features available for that type.
Consider the license type as the “basic” access to the system. Suppose you want to customize access further, you can limit access to a specific user by adding them to a permission group or by giving them admin rights (only available for particular license types – read more below).
It's possible to change the license type once per day per user.
The following license types are available in Adversus:
Agent
Manager
Calendar
Insights
Inactive
Agent license/user
The agent license type allows you to use almost all Adversus features (subject to permissions), including access to the dialer. This license type is necessary if the user needs to use the dialer.
Able to use the dialer
Can be converted into an admin user
Not possible to integrate their calendar into Adversus
Can listen to any recordings and live conversations in Adversus
Manager license/user
The Manager user type allows you to use all Adversus features (subject to permissions) and is perfect for those in charge of setup who don’t need dialer access like agents do. This license type is tailored to all you need to access if you work as a manager or need access to edit settings.
Limited access to the dialer (test mode only – allowing to dial only one lead)
Can be converted into an admin user
Not possible to integrate their calendar into Adversus
Can listen to any recordings and live conversations in Adversus
Not possible to answer inbound calls
Insights license/user
This license type is a free-of-charge, ‘view only’ license, cut down to the essentials if the user just needs to follow performance. (typically, this could be a customer if your contact center is dialing on behalf of other companies, or a decision maker who does not need dialer access).
Access is limited to Warehouse, Reports, and/or Dashboard views shared by other users
Can’t edit shared views/ is a view ONLY license
Cannot be converted into an admin user
Not possible to integrate their calendar in Adversus
Locked permission groups - additional permissions can’t be attached
Can’t listen to any recordings in Adversus
Calendar user
This license type is a free-of-charge license, specifically designed to meet the needs of external consultants, with access and permissions “cut to the bone” to make it as user-friendly as possible. This means that calendar users have access only to their own bookings and meetings, the page for integrating their calendar, and any views shared by other users.
Possible to integrate their calendar into Adversus
Access is limited to Warehouse, Reports and/or Dashboard views shared by other users
Export of any shared view is possible
Can’t edit shared views
Can't access the dialer and is specifically restricted from making outbound calls.
Cannot be converted into an admin user
Locked permission groups - additional permissions can’t be attached
Can’t listen to any recordings in Adversus
Practical Application: Temporary Change to 'Calendar users'
There are cases where you may temporarily restrict a user’s ability to make outbound calls while keeping their role as an Agent unchanged. For instance, if you need to prevent a user from calling for a brief period, you can move them to the 'Calendar users' rights group. During this time, they retain their status as an Agent but are unable to make outbound calls until their rights group is changed back. By using this method, you ensure flexibility in managing user permissions without making permanent changes to their roles or profiles.
None/Inactive user
When an employee is away from the job for a long time or no longer works in the contact center, you can set their user to inactive (select None from the overview). This helps you save costs without losing valuable data since you’re not using a license for the user. This deactivates the user while retaining all their activity and history in-app. If/when the user returns to work, you can reactivate the user at any time.
NB: If you are changing a user from Agent to None, please also downgrade your agent licences. Go to Settings and choose Billing. Under Subscription, you can downgrade to avoid paying for that agent user.