Manage roles and permissions for QM, Analytics, and Insights

Allows you to manage QM applications.

Application Management > QM Configuration > Global Settings
Application Management > QM Contact Flows > Retention

Calabrio ONE Access

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Allows you to monitor an active agent’s screen and/or audio, as well as collect agent logs.

Application Management > Monitoring > Agent Monitoring

Calabrio ONE Access, Monitoring

To monitor agents in real time, you also need the Live Audio Monitoring permission (for audio monitoring) and/or the Live Screen Monitoring permission (for screen monitoring).

Allows you to create roles and modify permissions associated with those roles.

Application Management > User Configuration > Roles

Calabrio ONE Access

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Allows you to perform administrative tasks for the tenant.

Application Management > User Configuration > Merge Users
Application Management > Administration > Downloads
Application Management > Administration > Key Performance Indicators (KPIs)
Application Management > System Configuration > Data Server Configuration

Application Management > Analytics > Analytics Configuration

Application Management > Administration > IAM Authentication

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To access the Analytics Configuration page, you also need the Administer Analytics permission.

Allows you to manage the groups, teams, and users that are within your scope.

Application Management > User Configuration > Groups
Application Management > User Configuration > Teams
Application Management > User Configuration > Users
Application Management > User Configuration > Merge Users

Calabrio ONE Access

You must have several additional permissions to take the following actions on the Users page:

• To assign roles, you must have the Assign User Roles permission. If you do not have the Assign User Roles permission and you create a new user, Calabrio ONE automatically gives the new user the default agent role. Only users with the Assign User Roles permission can change this assignment.
• To assign WFM views on the Users page, you must have the Edit WFM Views permission
• To assign QM views, you must have the Edit QM Views permission

• To import users, you must have the Assign User Roles permission. If the import file contains any values in the Views column, you must have the Edit WFM Views permission. If the file contains any values in the QM Views column, you must have the Edit QM Views permission.

• To assign roles to multiple users, you must have the Assign User Roles permission

Allows you to subscribe to business notifications. These notifications relate to daily operations within a contact center.

(Business notifications only) Application Management > Monitoring > Notifications

Compliance Recording, Quality Management, Workforce Management, Analytics, Desktop Analytics, Monitoring, Calabrio ONE Access

See Configure notifications for a complete list of business notifications.

Allows you to configure how support notifications are sent for troubleshooting purposes.

(Support notifications only) Application Management > Monitoring > Notifications

Administrative License: System Administrator

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Allows you to view the API documentation.

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Calabrio ONE Access

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Allows you to set up a connection between Calabrio ONE and the ACD.

Application Management > System Configuration > ACD Configuration

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Allows you to manage distribution lists.

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Administrative License: System Administrator

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Allows you to view the Server Status and Notifications.

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Allows you to import data using the various import APIs.

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Calabrio ONE Access

See the Calabrio ONE API Reference Guide for more details.

Allows you to manage password policy settings and to unlock user accounts.

Application Management > Administration > Password Policy

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Allows you to view the Desktop Monitoring page.

Application Management > Monitoring > Desktop Monitoring

Monitoring, Desktop Analytics, Analytics

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Allows you generate new storage file encryption keys.

Application Management > Administration > Global Settings

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Allows you to create and edit Active Directory connections.

Application Management > Active Directory Configuration

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Allows you to manage gamification for agents.

Application Management > Performance Management

Calabrio ONE Access

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Allows you to view gamification.

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Calabrio ONE Access

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Allows you to enable access to a limited mobile version of the Calabrio ONE website. This permission does not affect the mobile app (see Mobile App Access).

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Compliance Recording, Quality Management, Workforce Management, Desktop Analytics, Analytics, Calabrio ONE Access

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Allows you to view, edit, and create hoteling users

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Calabrio ONE Access

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Allows you to view the following details about a contact’s evaluator:

• Evaluator first name
• Evaluator last name
• Evaluation date
• Evaluation approved by

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Data Licenses: Quality Management
Calabrio ONE Access

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Allows you to assign roles to users on the Users page in any of the following ways:

• Editing an existing user
• Creating a new user
• Assigning roles to multiple users

• Importing users

  NOTE   If the file contains any values in the QM Views column, you must have the Edit QM Views permission.

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To access the Users page, you must have the Administer Org. Structure permission

Allows you to assign QM views to users on the Users page any of the following ways:

• Editing an existing user
• Creating a new user
• Importing users

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To access the Users page, you must have the Administer Org. Structure permission

To import users, you must have the Assign User Roles permission. If the import file contains any values in the Views column, you must have the Edit QM Views permission.

Allows you to log in to and use the Calabrio ONE mobile app. This permission does not affect the mobile version of the Calabrio ONE website (see Mobile Device Access).

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Data Licenses: Compliance Recording, Quality Management, Workforce Management, and Analytics
Calabrio ONE Access
Administrative License: Tenant Administrator

Allows you to view the QM widgets in the Data Explorer dashboards.

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Data Licenses: Quality Management
Calabrio ONE Access

To view some QM widgets, you also need the View Evaluation Scores and View Contact Goal permissions.

Allows you to configure the Analytics and QM dashboards.

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Allows you to search the recycle bin contents from the Interactions page and restore contacts so that the recordings can be played.

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Calabrio ONE Access

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Allows you to delete contacts.

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Calabrio ONE Access

You must also have the View Recycle Bin permission.

Allows you to access and configure workflows for QM

Application Management > QM Configuration > Workflow Administration

Calabrio ONE Access

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Allows you to access and configure metadata.

Application Management > QM Configuration > Metadata Manager

Calabrio ONE Access

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Allows you to configure evaluation forms.

Application Management > QM Configuration > Evaluation Form Manager

Calabrio ONE Access

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Allows you to select a recording site for a team, if the user has multiple sites.

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Calabrio ONE Access

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Allows you to view contact goals on the Contact Goal Administration page.

Application Management > QM Contact Flows > Contact Goal Administration

Calabrio ONE Access

To create or edit contact goals, you also need the Create Contact Goal permissions.

Allows you to configure telephony groups, signaling groups, and recording groups.

Application Management > QM Configuration > Telephony Groups

Calabrio ONE Access

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Allows you to configure devices in your call center.

Application Management > QM Configuration > Device Associations

Calabrio ONE Access

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Allows agents’ desktop activity to be automatically captured.

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Compliance Recording, Quality Management, Desktop Analytics, Analytics, Calabrio ONE Access

Agents must also have the Capture Desktop Events permission.

Automatically records screen activity on the user’s desktop.

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Data Licenses: Quality Management and Analytics

The agent must also have the Capture Contacts permission. To enable screen recording on a user’s desktop, Smart Desktop must be installed, and you must also enable one of the following permissions:

• Record Voice—Required when you want to automatically record both voice and screen during a call
• Recording Start Stop Screen—Required when you want the user to control when screen recording starts and stops using Recording Controls

Automatically records audio. This permission is needed for all voice recording architectures, not just those that use Smart Desktop. Without this permission, users’ audio will not be recorded.

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Data Licenses: Compliance Recording, Quality Management

The agent must also have the Capture Contacts permission. With architectures using Smart Desktop, Smart Desktop must also be installed on the user’s desktop for recording to occur.

Allows you to live monitor a user’s screen. Allows agents’ screens to be monitored via the Agent Monitoring page. Both the agent and the monitor must have this permission for live screen monitoring to work.

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Data Licenses: Quality Management, Monitoring
Calabrio ONE Access

Monitors also need the Agent Monitoring permission.

Allows you to live audio monitor a user’s calls. Allows agents’ audio to be monitored via the Agent Monitoring page. Both the agent and the monitor must have this permission for live audio monitoring to work.

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Data Licenses: Quality Management
Calabrio ONE Access

Monitors also need the Agent Monitoring permission.

Enables the Record On Demand recording mode in Smart Desktop. This mode enables the agent to record only the segments of calls that are explicitly specified when using Recording Controls.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

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Allows desktop events on agents’ desktops to be automatically captured.

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Compliance Recording, Quality Management, Desktop Analytics, Analytics, Calabrio ONE Access

Allows you to search all recording contacts within your scope from the Interactions page.

Interactions

Data Licenses: Compliance Recording, Quality Management, and Analytics
Calabrio ONE Access

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Allows you to only search contacts that have been scored (evaluated) from the Interactions page.

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Data Licenses: Quality Management
Calabrio ONE Access

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Allows you to export recordings from the Interactions page.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to view custom metadata in the Interactions page and the Media Player.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to edit custom metadata in the Interactions page and the Media Player.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

You must also have the View Contacts and View Custom Metadata permissions.

Allows you to tag a contact using the Recording Controls.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

To tag a contact with the Recording Controls, Smart Desktop must be installed.

Allows you to create a non-call contact on the Interactions page.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to see the Analytics Net Promoter Scores (NPS) and Eval Predictive Scores (EPS) data for contacts within your scope on the Interactions page.

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Calabrio ONE Access

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Allows you to view root recordings.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

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Allows you to untag a tagged contact.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

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Allows you to mark a contact for review in training.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

By default, all users can mark a contact for training. If you do not require all users to mark contacts for training, clear this check box.

You must also have the View Contacts, and Tag Contacts or Untag Contacts permissions.

Allows you to view all contacts marked for training across the tenant.

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Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to export audio files, contact details, and metadata from the Interactions page on a scheduled or ad-hoc basis. You can only view and interact with your own bulk contact exports.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

Disabled by default. Paired together, the Bulk Contact Export and View Bulk Contact Export permissions allow you to create your own bulk contact exports and view all bulk contact exports for your organization.

Allows you to see all root recordings unconditionally.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

Disabled by default.

You must also have the View Root Recordings permission.

Allows you to view the bulk contact exports of everyone in your organization. You cannot create bulk contact exports with this permission.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

Disabled by default. Paired together, the Bulk Contact Export and View Bulk Contact Export permissions allow you to create your own bulk contact exports and view all bulk contact exports for your organization.

This permission is not currently used.

Allows agents’ contacts of any type to be imported into Calabrio ONE. This permission is required for any kind of contact capture or recording.

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Data Licenses: Compliance Recording, Quality Management

This permission is a prerequisite for the Record Voice and Record Screen permissions.

Allows you to view all contacts marked for HR across the tenant.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to mark a contact for review in HR.

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Data Licenses: Quality Management
Calabrio ONE Access

NOTE   Requires at least one of these licenses.

Enables administrators to define which roles have the ability to mark a contact for review in HR. If you do not require all users to mark contacts for HR, clear the Mark for HR check box.

You must also have the View Contact permission.

This permission is not currently used.

If your access to Calabrio ONE is governed by QM Views, this permission lets you see and play your own contacts, plus any contacts that meet the QM View criteria. See Manage views for QM.

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Data Licenses: Quality Management, Call Recording

Allows you to create comments in the Evaluation Form window in the Media Player.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts and View Evaluations permissions.

Allows you to approve the evaluation for a contact from the Media Player.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts and View Evaluations permissions.

Allows you to evaluate a contact in the Media Player and to view the Evaluation panel for unscored contacts.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts and View Evaluations permissions.

Allows you to edit comments in an Evaluation Form window in the Media Player.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts, Create Evaluation Comment, and View Evaluations permissions.

Allows you to view contact evaluations in the Media Player.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts permission

Allows you to evaluate your own contacts.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts and Evaluate Contact permissions.

Allows you to approve your own contact evaluation.

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Data Licenses: Quality Management

You must also have the View Contacts and View Evaluations permissions.

Allows you to edit an evaluation you have completed and to see the following details about a contact’s evaluator:

• Evaluator name
• Evaluation approved by

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Data Licenses: Quality Management
Calabrio ONE Access

Allows you to mark a contact for calibration on the Interactions page and to perform a calibration evaluation.

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Data Licenses: Quality Management
Calabrio ONE Access

You must also have the View Contacts permission.

Allows you to calibrate your own contacts.

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Data Licenses: Quality Management
Calabrio ONE Access

Allows you to create and assign evaluation tasks (ad-hoc) and contact goals.

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Data Licenses: Quality Management
Calabrio ONE Access

To create contact goals, you also need the Administer Contact Goals permission.

Allows you to create and assign calibration tasks (ad hoc) and contact goals.

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Data Licenses: Quality Management
Calabrio ONE Access

To create contact goals, you also need the Administer Contact Goals permission.

Allows you to create and assign review tasks (ad-hoc) and contact goals.

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Data Licenses: Quality Management
Calabrio ONE Access

To create contact goals, you also need the Administer Contact Goals permission.

Allows you to access the Contact Queue and view the Contact Goal Progress widget.

Contact Queue
Dashboard > Contact Goal Progress widget

Data Licenses: Quality Management
Calabrio ONE Access

Allows you to configure external post-call survey providers.

Application Management > QM Contact Flows > Post Call Survey

Calabrio ONE Access

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Allows you to view customer survey result data in the media player, contact table, and reports.

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Data Licenses: Quality Management
Calabrio ONE Access

Allows you to create and manage data sets on Analytics dashboards.

Analytics Dashboard

Desktop Analytics, Analytics, Calabrio ONE Access

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Allows you to create, view, edit, and delete Desktop Analytics tasks on the Analytics Task Manager page.

Application Management > Analytics > Task Manager

Application Management > Analytics > Desktop Manager

Application Management > Analytics > Field Manager

Application Management > Analytics > Analytics Configuration

Desktop Analytics, Analytics, Calabrio ONE Access

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Allows you to view and delete Phonetics Analytics tasks on the Analytics Task Manager page.

NOTE   Because Phonetics Analytics has been retired, you cannot create or edit Phonetics Analytics tasks even if you have this permission.

Application Management > Analytics > Task Manager

Application Management > Analytics > Analytics Configuration

Analytics, Calabrio ONE Access

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Allows you to create, view, edit, and delete Speech-to-Text (Transcription) tasks on the Analytics Task Manager page.

Application Management > Analytics > Task Manager

Application Management > Analytics > Analytics Configuration

Analytics, Analytics Lite, Transcription, Calabrio ONE Access

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Allows you to create, view, edit, and delete Text Analytics tasks on the Analytics Task Manager page.

Application Management > Analytics > Task Manager

Application Management > Analytics > Analytics Configuration

Analytics, Calabrio ONE Access

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Allows you to view the Desktop Analytics features.

Agent Explorer

Analytics Dashboard

Desktop Analytics, Analytics, Calabrio ONE Access

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Allows you to view the Speech Analytics features.

Analytics Dashboard

Analytics, Calabrio ONE Access

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Allows you to view the Transcription panel in the Media Player and to search for words in transcribed audio.

Analytics Dashboard

Analytics > Transcription Search

Analytics, Analytics Lite, Transcription, Calabrio ONE Access

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• Allows you to take actions on the Trending Topics page. For example, renaming, grouping, and ungrouping topics.

• Allows you to access to the Phrase Manager page. If you do not select this permission, the Phrase Manager link does not appear.

Analytics Enterprise, Calabrio ONE Access

To access Trending Topics, you also need the View Performance by Topics and Edit Performance by Topics permissions. You must also have the View Contacts or View Scored Contacts permissions.

Allows you to view the Text Analytics features.

Analytics Dashboard

Analytics, Calabrio ONE Access

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Allows you to view all aspects of the Analytics features.

Analytics Dashboard

Analytics, Calabrio ONE Access

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Allows you to access some Analytics APIs. When combined with the Administer Tenant permission, allows you to configure Analytics.

Application Management > Analytics > Analytics Configuration

Analytics, Calabrio ONE Access

To access the Analytics Configuration page, you also need the Administer Tenant permission.

Allows you to create, view, edit, and delete Predictive Evaluation Score (PES) and Predictive Net Promoter Score (PNPS) tasks on the Analytics Task Manager page.

Application Management > Analytics > Task Manager

Analytics, Calabrio ONE Access

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Allows you to create and edit phrases and phrase categories on the Phrase Manager page.

Application Management > Analytics > Phrase Manager

Analytics, Calabrio ONE Access

Allows you to view QM reports.

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Data Licenses: Compliance Recording and Quality Management
Calabrio ONE Access

You must also have the View Organization permission.

Allows you to administer QM reports.

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Calabrio ONE Access

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Allows you to view QM evaluation reports.

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Calabrio ONE Access

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Allows you to view QM system reports.

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Calabrio ONE Access

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Allows you to view QM survey reports.

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Calabrio ONE Access

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Allows you to access the API needed for Data Explorer.

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Gives you to read-only access to your home page dashboard and its contents.

Home Page

Data Licenses: Quality Management and Workforce Management
Calabrio ONE Access

This permission is backward compatible to the legacy permissions it replaces: View QM Dashboard, View WFM Dashboard, and Administer Dashboards.

Gives you read-only access to the Data Explorer asset browser page.

Data Explorer

Calabrio ONE Access

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Enables you to create, update, and delete Data Explorer reports and dashboards.

Data Explorer > Reports

Calabrio ONE Access

Data Explorer

Enables you to share reports and dashboards that you own to sharing groups you belong to.

Application Management > Data Management > Sharing Groups

Calabrio ONE Access

Pauses and resumes the user’s call recordings. This permission is needed for any pause-and-resume architecture for recordings, both automated and manual (via the Recording Controls page).

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Data Licenses: Compliance Recording and Quality Management

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Associates and un-associates the user with a device extension for network recording. This permission is useful for situations like hot-desking where an agent might not use the same phone every day.

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Data Licenses: Compliance Recording and Quality Management

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Adds metadata to a user’s call recording. This permission is needed for any recording architecture that adds metadata to calls, both automated and manual (via the Recording Controls page).

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Data Licenses: Compliance Recording and Quality Management

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Tags a user’s call recordings. This permission is needed for any recording architecture that tags calls, both automated and manual (via the Recording Controls page).

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Data Licenses: Compliance Recording and Quality Management

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Starts and stops recording call segments (and saves and deletes call segments). This permission is needed for any recording architecture that uses these actions, both automated and manual (via the Recording Controls page).

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Data Licenses: Compliance Recording and Quality Management

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Starts and stops a screen-only recording. This permission is needed for any recording architecture that uses these actions, both automated and manual (via the Recording Controls page).

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Data Licenses: Quality Management

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Allows you to use the Pause and Resume buttons on the Recording Controls page.

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Data Licenses: Compliance Recording and Quality Management

You must also have the Send Pause / Resume Command permission.

Allows you to use the Log In and Log Out buttons on the Recording Controls page.

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Data Licenses: Compliance Recording and Quality Management

You must also have the Send Login / Logout Command permission.

Allows you to use the Add Metadata button on the Recording Controls page.

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Data Licenses: Compliance Recording and Quality Management

You must also have the Send Metadata Command permission.

Allows you to use the Tag button on the Recording Controls page.

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Data Licenses: Compliance Recording and Quality Management

You must also have the Send Tag Command permission.

Allows you to use the “Segment and Delete” and “Segment and Save” buttons on the Recording Controls page.

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Data Licenses: Compliance Recording and Quality Management

You must also have the Send Segment and Delete / Save Command permission.

Allows you to use the Start Screen and Stop Screen buttons on the Recording Controls page.

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Data Licenses: Quality Management

View top level metrics such as BES/BAS/$ per Automated Conversation

Experience & Automation

Bot Analytics

Configure Experience Automation

Configure the targets for BES/BAS/$ per Automated Conversation, Topics

View Conversation Topics

Unclassified Messages

Allows you to view Insights dashboards that are shared by other people in your organization.

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights Author, Insights Reader

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

Insights > Analyses

Insights > Datasets

Insights > Favorites

Insights > Recent

Insights > My folders

Insights > Shared folders

Insights > Dashboards

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Allows you to add and manage tenants in the Unified Data Mart.

Application Management > Data Management > Unified Data Mart

Data Management

Grants access to the business intelligence lifecycle management features.

Settings

Data Management

Deploy Infospace

Grants users who can manage infospaces the right to deploy information spaces to other user accounts.

Settings

Data Management