Manage roles and permissions for QM and Analytics

Allows you to manage QM applications.

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

Workforce Optimization 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

Workforce Optimization Access

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

Workforce Optimization 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

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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

Workforce Optimization 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, Workforce Optimization 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

Data Licenses: Compliance Recording, Workforce Optimization Suite, Quality Management, Workforce Management, and Analytics
Workforce Optimization 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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Workforce Optimization Access

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Allows you to set up a connection between Workforce Optimization 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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Workforce Optimization Access

See the Workforce Optimization 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

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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

Workforce Optimization Access

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Allows you to view gamification.

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Workforce Optimization Access

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Allows you to enable access to a limited mobile version of the Workforce Optimization website.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, Quality Management, Workforce Management, and Analytics
Workforce Optimization Access

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Allows you to view, edit, and create hoteling users

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Workforce Optimization 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 and Workforce Optimization Suite
Workforce Optimization 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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Allows you to view the QM widgets in the Data Explorer dashboards.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization 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 Recordings page and restore contacts so that the recordings can be played.

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Workforce Optimization Access

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Allows you to delete contacts.

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Workforce Optimization 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

Workforce Optimization Access

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Allows you to access and configure metadata.

Application Management > QM Configuration > Metadata Manager

Workforce Optimization Access

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Allows you to configure evaluation forms.

Application Management > QM Configuration > Evaluation Form Manager

Workforce Optimization 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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Workforce Optimization 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

Workforce Optimization 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

Workforce Optimization Access

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Allows you to configure devices in your call center.

Application Management > QM Configuration > Device Associations

Workforce Optimization Access

Allows you to capture desktop activity using Desktop Analytics.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, Quality Management, and Analytics
Workforce Optimization Access

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Automatically records screen activity on the user’s desktop.

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Data Licenses: Workforce Optimization Suite, Quality Management, and Analytics

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, Workforce Optimization Suite, and Quality Management

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: Workforce Optimization Suite and Quality Management
Workforce Optimization 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: Workforce Optimization Suite and Quality Management
Workforce Optimization 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, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

Allows you to search all recording contacts within your scope from Recordings.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, Quality Management, and Analytics
Workforce Optimization Access

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Allows you to only search contacts that have been scored (evaluated) from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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Allows you to export recordings from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

You must also have the View Contacts permission.

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

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

You must also have the View Contacts permission.

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

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

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

Allows you to create a non-call contact from Recordings.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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 Recordings page.

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Workforce Optimization Access

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Allows you to view root recordings.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

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Allows you to untag a tagged contact.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

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Allows you to mark a contact for review in training.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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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Workforce Optimization Access

You must also have the View Contacts permission.

Allows you to export audio files, contact details, and metadata from the Recordings 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, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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, Workforce Optimization Suite, and Quality Management
Workforce Optimization 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 you to view all contacts marked for HR across the tenant.

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Data Licenses: Quality Management
Workforce Optimization 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
Workforce Optimization 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.

Allows you to create comments in the Evaluation Form window from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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

Allows you to approve the evaluation for a contact from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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

Allows you to evaluate a contact from Recordings and to view the Evaluation panel for unscored contacts.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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

Allows you to edit comments in an Evaluation Form window from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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

Allows you to view contact evaluations from Recordings.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

You must also have the View Contacts permission

Allows you to evaluate your own contacts.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization 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: Workforce Optimization Suite and 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: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

Allows you to mark a contact for calibration from Recordings and to perform a calibration evaluation.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

You must also have the View Contacts permission.

Allows you to calibrate your own contacts.

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

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

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Data Licenses: Workforce Optimization Suite and Quality Management
Workforce Optimization 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: Workforce Optimization Suite and Quality Management
Workforce Optimization 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: Workforce Optimization Suite and Quality Management
Workforce Optimization 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: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

Allows you to configure external post-call survey providers.

Application Management > QM Contact Flows > Post Call Survey

Workforce Optimization 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: Workforce Optimization Suite and Quality Management
Workforce Optimization Access

Allows you to access the system data sets on the Analytics dashboard.

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Workforce Optimization Access

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Allows you to administer the Desktop Analytics features and is required for theData ExplorerTenant Administrator account.

Application Management > Analytics > Task Manager

Application Management > Analytics > Desktop Manager

Workforce Optimization Access

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Allows you to administer the Speech Analytics features and is required for theData ExplorerTenant Administrator account.

Application Management > Analytics > Task Manager

Application Management > Analytics > Phrase Manager

Workforce Optimization Access

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Allows you to administer the Speech to Text Analytics features.

Application Management > Analytics > Task Manager

Application Management > Analytics > Phrase Manager

Workforce Optimization Access

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Allows you to administer the Text Analytics features and is required for the Data ExplorerTenant Administrator account.

Application Management > Analytics > Task Manager

Application Management > Analytics > Phrase Manager

Workforce Optimization Access

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Allows you to view the Desktop Analytics features.

Agent Explorer

Workforce Optimization Access

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Allows you to view the Speech Analytics features.

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Workforce Optimization Access

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Allows you to view the Speech to Text Analytics features.

Analytics > Transcription Search

Workforce Optimization Access

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Allows you to view the Text Analytics features.

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Workforce Optimization Access

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Allows you to view all aspects of the Analytics features.

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Workforce Optimization Access

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Allows you to administer the Analytics features.

Application Management > Analytics > Analytics Configuration

Workforce Optimization Access

Allows you to view QM reports.

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Data Licenses: Compliance Recording, Workforce Optimization Suite, and Quality Management
Workforce Optimization Access

You must also have the View Organization permission.

Allows you to administer QM reports.

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Workforce Optimization Access

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Allows you to view QM evaluation reports.

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Workforce Optimization Access

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Allows you to view QM system reports.

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Workforce Optimization Access

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Allows you to view QM survey reports.

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Workforce Optimization 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: Workforce Optimization Suite, Quality Management, and Workforce Management
Workforce Optimization 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

Workforce Optimization Access

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

Data Explorer > Reports

Workforce Optimization 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

Workforce Optimization 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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: Workforce Optimization Suite and 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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, Workforce Optimization Suite, 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: Workforce Optimization Suite and Quality Management

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