Quality Management Roles

Management of roles has moved into a dedicated User Management application. Read more about User Management in the Managing Roles page.

Note: Changes in role assignments are only applied after a user is logged out of the system.

CONTENTS

Overview

Quality Management has a default list of composite roles, each with its own effective roles assigned by default. Effective roles are granular and grant access to specific pages, features, and items in the menu. Default composite and effective roles cannot be removed or modified, but users are given the possibility to create their own custom realm roles and assign default composite or effective roles to them.

Users who have both the manage-users and view-users effective roles assigned from the User Management application (assigned to the eleveo.admin by default), are able to assign roles to other users. Read more about this by going to the Assigning Roles page.

Users who have both the manage-custom-roles and view-custom-roles effective roles assigned from the User Management application (assigned to the eleveo.admin by default), are able to add and configure custom realm roles. Read more about this by going to the Managing Custom Roles page.

This page describes roles specific to Quality Management. For information on how to manage or modify roles please refer to the dedicated guides:

Application Structure

For the purpose of licensing, the Quality Management application is divided into several application modules which are licensed separately, with each module requiring additional effective roles. The exception is the QM - shared roles application module, which groups all default composite roles and all default effective roles that are available with the basic subscription of QM (without an additional license needed). Roles are displayed after selecting the correct application module. Read more about this by going to the Assigning Roles page.

The following application modules and their roles for Quality Management are available:

Application	Application module*	Associated roles	Is license-specific?
Quality Management	`QM - shared roles`	all default composite roles and all default effective roles	NO
	`Conversation Explorer`	`VIEW_CONVERSATIONS_SCREEN`	YES
	`Surveys - DEPRECATED IN V 9`	`VIEW_SURVEYS`	YES
	`QM`	`VIEW_REVIEWS`	YES
	`SpeechREC`	`SPEEECHREC_ADMIN VIEW_TRANSCRIPTION`	YES
	`LiveMON -` `DEPRECATED IN V 9`	`LIVE_MONITOR_VIEW`	YES
	`eLearning`	`VIEW_TRAININGS`	YES
	`WFO Analytics -` `NOT SUPPORTED IN V 9`	`ANALYTICS_EXECUTIVE,` `ANALYTICS_MANAGER,` `ANALYTICS_SUPERVISOR,` `ANALYTICS_AGENT,` `ANALYTICS_ADMIN`	YES
	`Automated QM`	`AUTOMATED_RULES_MANAGE`	YES

*Use the application module name to find the roles on the Role Mapping tab in User Management.

Default Composite Application Roles

All default Quality Management composite roles are grouped under the QM - shared roles application module.

The default composite roles are:

DEFAULT_AGENT – Views and sends own evaluation feedback
DEFAULT_CC_MANAGER – All non-administrative permissions
DEFAULT_COMPLIANCE_ANALYST – Performs and manages compliance-related activities
DEFAULT_IT_ADMINISTRATOR – Edits settings
DEFAULT_SUPERVISOR – Plans, evaluates, views reports for own teams and sub-teams
DEFAULT_TEAM_LEADER – Performs and manages reviews and reports for own team

Any changes made to Quality Management roles should also be made in the Data Importer configuration to ensure that the importers from UCCX, UCCE can link the users and roles.

Default Effective Application Roles

All default Quality Management effective roles are grouped under the QM - shared roles application module.

The below table contains default effective roles for the Quality Management application, as well as their default assignment of composite roles:

Name of an effective role (Descriptive - Name) `(UI_NAME_VISIBLE_IN_USER_MANAGEMENT)`	Action allowed	`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Conversations
Conversations - Agent View `INTERACTIONS_AGENT_VIEW`	View, filter, and play back your own conversations. You also need the "View Conversations screen" permission to see the conversations in the tree on the left.	x	x	x		x
Conversations - Team View `INTERACTIONS_GROUP_VIEW`	View the list of all Conversations with customers handled by the users in your team, search this list for specific conversations, and play back/display them for further study and review. You also need the "View Conversations screen" permission to see the conversations in the tree on the left.	x	x	x
Conversations - Full view `INTERACTIONS_FULL_VIEW`	View the list of all Conversations with customers, search this list for specific conversations, and play back/display them for further study and review. You also need the "View Conversations screen" permission to see the conversations in the tree on the left.	x
Conversations - Tags View `INTERACTION_TAGS_VIEW`	View the tags in a conversation. NOTE: identification of Speech Tags is not supported in V 9 but will be reintroduced in a future version.	x	x	x	x	x
Conversations - Export MP3 `INTERACTIONS_EXPORT_MEDIA`	Export selected recorded calls as an MP3 file.	x			x
Conversations Types - Edit `EDIT_INTERACTION_TYPES`	Create and edit conversations to be used in the Review Scheduler when planning reviews.	x
Conversations - Anonymization `INTERACTION_ANONYMIZE`	Permanently remove the personally identifiable information (PII) of the selected conversations.	x			x
Conversations - Export JSON `INTERACTIONS_EXPORT_JSON`	Export selected data in JSON format.	x			x
Conversations - Tags Edit `INTERACTION_TAGS_EDIT`	Edit tags assigned to conversations. NOTE: identification of Speech Tags is not supported in V 9 but will be reintroduced in a future version.	x			x
Conversations - Tags Add `INTERACTION_TAGS_ADD`	Assign tags to conversations. NOTE: identification of Speech Tags is not supported in V 9 but will be reintroduced in a future version.	x	x	x	x
Conversations - Review View `INTERACTION_REVIEWS_VIEW`	View the details of reviews in the conversations details pane.	x	x	x	x
Reviews/Surveys/Training		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Review - Review Myself `SELF_EVALUATE`	Review the conversations you have handled yourself.					x
Review - Add Conversations `ADD_CALL`	Add selected media to a review.	x	x	x		x
Review - Score Agents `EVAL_AGENTS`	Review the conversations that agents have handled.	x	x	x
Reviews - Agent View `VIEW_EVALS`	View the reviews of your work. They are available to you only if the reviewer checked the Reveal to agents box.					x
Reviews - Replace Conversation `REPLACE_CALLS`	Replace a conversation created in Review Scheduler using the Add specific or Add random option. Conversations added via the Conversations screen cannot be replaced.	x	x	x		x
Reviews - Plan for All Teams `PLAN_ALL_EVALS`	Plan reviews for all reviewers and all agents in the system.	x
Reviews - Reassign `REALLOCATE_EVALUATIONS`	Change the person selected to conduct a review after the review has been planned. This functionality works as long as the review has the "Awaiting review" or "In progress" status.	x
Reviews - Plan for Assigned Teams `PLAN_GROUP_EVALS`	Plan reviews for the people in your team (both reviewers and agents).	x	x	x
Reviews - Plan Manual Review for Others `CREATE_EVALS`	Plan reviews for any reviewer assigned to the team and perform reviews of other users. With this permission, the CC Manager can assign reviews to other users only if they have the role of CC Manager, Customer Survey, Team Leader, or Supervisor and have the permission "Reviews - Plan Manual Review for Others" and they are assigned to the same group.	x	x	x
Reviews - Team View `VIEW_TEAM_EVALS`	See all the reviews of the agents in your team.	x	x	x
Reviews - View Mine `VIEW_MY_EVALS`	See all the reviews where you are the reviewer.	x	x	x
Reviews - Reopen `REOPEN_EVALS`	Select one of your reviews and change the status from "Complete' to "In progress" so you can change the scores on the grading form.		x
Reviews - Delete in Any Team `EVAL_REMOVE_ALL`	Delete any reviews from the Review List, the Training List, and the Customer Surveys list.	x
Reviews - View All `VIEW_ALL_EVALS`	See all the reviews of the agents in the system.	x
Reviews - Manage Assigned `MANAGE_ASSIGNED_EVALUATIONS`	Perform the following actions: Include in reports, Reveal results to agent			x
Questionnaires		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Questionnaires - Manage `MANAGE_QUESTIONNAIRES`	Create, amend, and deactivate questionnaires. You can also specify which users can use questionnaires to review agents.	x	x
Scoring Tiers		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Scoring Tiers - Manage `SCORING_TIERS_MANAGE`	Create/edit/delete scoring tiers.	x	x
Scoring Tiers - View `SCORING_TIERS_VIEW`	See only the details of scoring tiers.	x	x
Reports		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Reports - View Myself `REPORTING_SELF`	See the data in reports that relate to you as an individual user. This privilege was designed to allow agents a limited view of the data in reports.	x	x	x		x
Reports - View All `REPORTING_ALL`	See the data in reports that relate to all the users.	x
Reports - View Assigned Teams `REPORTING_ASSIGNED_TEAMS`	See the data in reports that relate to the teams in which you are a reviewer.	x	x
Replacement Reasons		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Replacement Reasons - Create `ADD_AUDIT_REASON`	Create reasons to be used when replacing calls selected using the "Add Random Conversations" functionality during the review.	x	x	x
Replacement Reasons - Edit `EDIT_AUDIT_REASON`	Add a replacement reason when you replace or delete a conversation in the Reviewer form which has been supplied by the Review Scheduler as a "Random Conversation".	x
Data Export		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Data Export Enabled `DATA_TASK`	Create/edit/delete/download/view your exports. Other permissions are dependent on it; if you assign them to a role without this permission, they will not work properly.			x
Data Export All Results `DATA_EXPORT_ALL_RESULTS`	See all exports. You also need either the Data Export Enabled or the Data Export Master User permission for this one to work.	x
Data Export Master User `DATA_TASK_ALL`	Can manage all actions related to the data export (can see the option, create/edit their own and someone else's exporting, downloading, deleting options).	x
Administration		`DEFAULT_` `CC_MANAGER`	`DEFAULT_` `SUPERVISOR`	`DEFAULT_` `TEAM_LEADER`	`DEFAULT_` `COMPLIANCE_ANALYST`	`DEFAULT_AGENT`	`DEFAULT_` `IT_ADMIN`
Admin Preferences - Edit `EDIT_ADMIN_SETTING`	Change the settings on the Preferences page.	x			x
Audit - View `VIEW_AUDIT`	View the audit log and search the list of user actions.	x			x
Global Templates - Edit `EDIT_GLOBAL_TEMPLATES`	Manage all review scheduler (Plans) and training planner (Templates), regardless of who is the owner/creator of the template. Without this permission, you can only see and edit your own Searches/Plans/Templates.	x
Manage Data Lifecycle `MANAGE_DATA_LIFECYCLE`	Configure the protection (guarding) of Saved Filters.	x
Tags - Manage `INTERACTION_TAGS_MANAGE`	View, create and edit interaction tags. If this permission is not granted, the Tags option is hidden from the Administration. NOTE: identification of Speech Tags is not supported in V 9 but will be reintroduced in a future version.	x			x
View Performance Analytics - Deprecated in V 9 `VIEW_ZPA`	View the embedded Performance Analytics reports, apply filters, view, and export the results.	x
Manage Compliance `MANAGE_COMPLIANCE`	Perform and manage compliance-related activities.	x			x
Preferences - Edit `EDIT_SETTINGS`	Add, edit, or remove categories used in reviews. You can also add, edit and remove wrap-up codes that are based on external data and used to search for recorded calls.						x
Saved Filter Assignment SAVED_FILTER_ASSIGNMENT	Allows a user to assign Saved Filters to specific users. By default, this role is assigned to the `DEFAULT_CC_MANAGER`.	x

*x – it means that the effective role is assigned to the composite role by default

License-Based Effective Application Roles

The below table contains all license-based effective roles that can be assigned to users only after the licenses of the modules managed by these roles have been obtained:

Permissions not assigned by default	Licensed module	Description
View Conversations Screen `VIEW_CONVERSATIONS_SCREEN`	`Conversation Explorer`	View the Conversations screen and the Conversation menu items. Other permissions are dependent on it; if you assign them to a role without this permission, they will not work properly. Users are not able to view the Conversation Explorer if they do not have `VIEW_CONVERSATIONS_SCREEN` AND one of the following permissions: `INTERACTIONS_AGENT_VIEW, INTERACTIONS_GROUP_VIEW, or INTERACTIONS_FULL_VIEW`
View Reviews `VIEW_REVIEWS`	`QM`	Access the Reviews module to see and perform agent evaluations. In addition, access the Questionnaires.
View Surveys `VIEW_SURVEYS`	`Surveys`	Access the Survey module to see customer surveys. In addition, access the Questionnaires. Surveys are deprecated in V 9
Speech Tags Admin `SPEEECHREC_ADMIN`	`SpeechREC`	Configure speech tags and phrases. `NOT SUPPORTED IN V 9 -- PLEASE ASSIGN USERS THE ROLE VIEW_TRANSCRIPTION`
View Transcriptions `VIEW_TRANSCRIPTION`	`VIEW_TRANSCRIPTION`	Access and view transcriptions in the Details Pane of the Conversation Explorer. Access and view Emotion and Acoustic parameters in the Details Pane of the Conversation Explorer. Users without this role will see a message displayed in the Conversation Explorer Details Pane that states "`No acoustic & emotion available`" or "`No transcription available`".
View Trainings `VIEW_TRAININGS`	`Trainings`	Access the Trainings module to see and perform agent trainings. In addition, access the Questionnaires.
View LiveMon `LIVE_MONITOR_VIEW`	`LiveMON Deprecated in V 9`	Download and access the Live Monitor client from QM UI.
WFO Analytics Agent `ANALYTICS_AGENT`	`WFO Analytics`	Access and view the WFO Analytics module, only data related to the current user is displayed. Filtering options are not visible to agents.
WFO Analytics Supervisor `ANALYTICS_SUPERVISOR`	`WFO Analytics`	Access and view the WFO Analytics module. The filters available allow the `Analytics_Supervisor` to select and view data for Agents who are part of their team.
WFO Analytics Manager `ANALYTICS_MANAGER`	`WFO Analytics`	Access and view the WFO Analytics module. The filters available allow the `Analytics_Manager` to select and view data for Supervisors or Agents who are part of their team.
WFO Analytics Executive `ANALYTICS_EXECUTIVE`	`WFO Analytics`	Access and view the WFO Analytics module. All available filters are visible, `ANALYTICS_EXECUTIVE` can select and view data for any Manager, Supervisor, or Agent.
WFO Analytics Administrator `ANALYTICS_ADMIN`	`WFO Analytics`	Access, view, and modify the WFO Analytics module. Any user with the `ANALYTICS_ADMIN` role can edit and modify the widgets displayed on the Dashboard. (add, remove, reveal, or reorder widgets) Users with the `ANALYTICS_ADMIN` role can edit the visibility of dashboard widgets according to user role(show or hide particular KPI's to agents, for example). User with the ANALYTICS_ADMIN role must also have one of the following roles: ANALYTICS_EXECUTIVE, ANALYTICS_MANAGER
Automated Rules `AUTOMATED_RULES_MANAGE`	`Automated QM`	Access, view and modify automated rules in Quality Management. This role must be assigned manually to users.

Assigning License-Based Roles to Users

License-based roles can be assigned to users as a part of a custom role (containing default application roles, as well as necessary license-based roles).

More information about it can be found on the page Using Eleveo Specific Roles.