Admin

Roles and scopes

Admins assign each person a role and a location scope. Scope is checked on every request and fails closed when it is unclear.

Contents
Also in Admin
Configuration revisions and rollbackReading the audit ledgerPublishing guidance assets

Access in DialSplice has two parts. A role says what a person can do: work the queue, run the manager desk, or administer configuration. A location scope says where they can do it. Both are assigned by an admin and both are validated on every request, not just at sign-in. An unknown or ambiguous scope never inherits another location’s data, caller ID, or credentials. It fails closed.

What you’ll see

  • The header scope chip on every screen, for example “Northgate · Scoped”.
  • Readiness checks in the Location configuration card: “Roles and scopes assigned · 6 roles”.
  • Ledger events for denied requests, such as contact.read with the flag “Denied · cross-clinic scope”.

Steps to assign a role and scope

  1. Open the admin area and choose the person.
  2. Set the role: Agent, Manager, or Admin. Capabilities follow the role; you do not toggle individual permissions.
  3. Set the location scope. A person can hold one location or several. A manager scoped to Northgate approves Northgate deferrals only.
  4. Save. The change is part of the location configuration, so it goes through a revision, approval, and activation like any other change.
  5. Ask the person to sign out and back in. Scope is enforced immediately, but the header chip updates on the next session.

How scope shapes the workspace

  • Search returns only contacts within the person’s role and location scope, filtered before results leave the server.
  • Queues show only work for the person’s locations.
  • Cross-location history appears only to roles scoped to both locations. An ambiguous match is held for a person to resolve, never guessed.
  • Alerts respect scope. A Northgate manager never receives Riverside’s approvals.
  • Caller ID for outbound work is the location’s, chosen by policy.

If something looks wrong

  • An agent sees “Denied” when opening a contact. The contact belongs to a location outside their scope. This is correct behaviour; widen the scope only if the role requires it.
  • A manager cannot approve a deferral. Check the manager’s location scope matches the callback’s location.
  • A person keeps the old scope after a change. Confirm the revision was activated, then have them sign in again.
  • Configuration revisions and rollback
  • Reading the audit ledger
  • Signing in and setting your status
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