Manage roles and permissions for QM and Analytics

A role is a collection of permissions.

A permission controls the pages and actions that are available to a user who has been assigned a role. For example, if a user is assigned the supervisor role and the supervisor role includes the Create Contact permission, then that user can create contacts. Users can be assigned one or multiple roles and, as a result, can access all the features associated with those roles and permissions.

Workforce Optimization includes three default roles: administrator, agent, and supervisor. You cannot delete default roles, but you can rename them and change the optional permissions associated with them.

NOTE   Some permissions are required for the default roles. These cannot be changed.

Workforce Optimization licensing

A license defines which roles are entitled to use specific Workforce Optimization functionality. For example, if the Access license is assigned to the supervisor role, then supervisors can monitor and evaluate agents.

NOTE   All roles must be associated with one or more license types.

A specific number of seats or user licenses are available for each product, role, and license type. Each active Workforce Optimization user is associated with one or more licenses, and each active user can have one or more roles. License seats are counted by the number of active users specified with that licensed role.

NOTE   Beginning with Workforce Optimization Version 10.0, all customers must have a set number of seats and licenses for each active user.

Four types of licenses are available, based on the user’s role:

  • Data license
  • Access license
  • Administrative license
  • Performance Coaching license

See How QM and Analytics licenses work for more information on licensing.


  • You have the Administer Roles permission

Page location

Application Management > Global > User Configuration > Roles


Create a new role

  1. Click Create New Role.
  2. Enter the name of the role.
  3. Click Save.

New roles that you create are added to the list of roles.

Change the name of a role

  1. Select a role from the Roles table, and then click Edit (the pencil icon).
  2. Enter the new name of the role.
  3. Click Save.

Delete a role

  • Select a role from the Roles table, and then click Delete (the X icon).

    NOTE   Default roles cannot be deleted.

Associate a role to a license type

  • In the Licenses table, select or clear the check box for each license type under the column for a specific role that you want to associate to that license type.

    NOTE   The Used and Available fields indicate the number of seats you have used and the total number of seats to which you are entitled.

Edit a role’s permissions

  • In the Permissions table, select (assign) or clear (unassign) the check box for each permission under the column for a specific role.

If you select a permission that requires other permissions, the required permissions are automatically selected.


The permissions table lets you assign specific permissions to default and custom roles.

The Permissions table separates permissions by category. The headings below correspond to the permissions table categories.

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