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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.

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

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.

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.

x



x



Conversations - Tags Add

INTERACTION_TAGS_ADD

Assign tags to conversations.

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.

x

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

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. 

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.


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