There are two updates here for anyone who manages users in EdgeTier. The Roles & Permissions page has been reorganised to make building a role quicker, and if your organisation uses Okta to manage staff access to work tools, you can now keep your EdgeTier users in sync with it automatically.

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