Manage views for QM

A view controls the scope of access a user has in QM.

A user’s scope is determined on login. If new entities are created after login (for example, users or teams added by syncing with the ACD), the user’s scope will include those entities only after logging out and logging back in.

Page location

Application Management > Global > User Configuration > Views

NOTE    Contacts previously recorded and tagged with metadata used for a QM view will be included in the returned results for the view. The first time you access contacts using a QM view, you will experience a delay, as the application performs its initial database search for that view.


If your organization uses QM views instead of configuring user scope via the Users page, the Organization filter on the Interactions page works like this for users who have a QM view assigned but no assigned scope:

  • The Group and Team drop-downs are set to All and cannot be changed.
  • The Agent drop-down shows all agents’ names.

NOTE   To let agents view and play their own contacts in addition to any contacts that meet the QM View criteria, assign them the Include Self Scope in QM Views permission. See Manage roles and permissions for QM and Analytics.

An entity can be included in multiple views, and a user can be assigned to multiple views.

Field descriptions

Use the Views page to create, edit, and delete QM views. The fields on the Views page are described below.

Field Description
View Name

Choose a unique name for the view or select an existing view.

NOTE   EnterpriseView is a system view and cannot be renamed or deleted.

Activate Select the Activate check box to activate the view. A view cannot be used unless it is activated.
Scoping Conditions

Use the fields in this section to create rules for defining the metadata for limiting the scope for this view.

  • Match Any or Match All drop-down list—Indicates whether the rule is a logical OR (Match Any) or a logical AND (Match All).
  • Add Rule button—Adds a line of conditions to define the rule. You can add multiple rules.
  • Metadata Field—Select a metadata field from the drop-down list. Use this field to specify a scope outside your team and group.
  • Condition—Select the operation to apply to the condition from the drop-down list.
  • Value—Enter the value with which you want to filter the metadata. Note that you cannot use wild cards when entering this value.

To delete a rule, click the X next to the desired rule.