Quality Management Roles | Eleveo User Guides

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

Overview

Workforce Optimization (WFO) 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 can be modified.

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 Workforce Optimization (WFO) and Quality Management (QM). For information on how to manage or modify roles please refer to the dedicated guides:

Application Structure

For the purpose of licensing, the Workforce Optimization (WFO) application is divided into several application modules which are licensed separately, with each module requiring additional effective roles. Some roles ‘consume’ a license and must be assigned to the agent/user in order for interactions associated with the agent/user to be processed.

For example:

The role REVIEW_AGENT_ENABLEDrole allows an agent to be reviewed. The role assignment consumes a license.
The role SPEECH_PROCESSING_ENABLE role enables speech processing and transcription generation if at least one agent in the conversation has the role assigned. The role assignment consumes a license.

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 WFO are available:

Application	Application module*	Associated roles	Consumes License?
Workforce Optimization	`Conversation Explorer`	`VIEW_CONVERSATIONS_SCREEN`	YES
	`Surveys`	`SURVEYS_AGENT_ENABLED`	YES
	`QM`	`REVIEWS_AGENT_ENABLED`	YES
	`MQM Reviews`	`REVIEWS_SELF_ADD` `REVIEWS_CONV_ADD` `REVIEWS_TEAM_EDIT` `REVIEWS_CONV_EDIT` `REVIEWS_EDIT_REVIEWER` `REVIEWS_TEAM_ADD` `REVIEWS_ADD` `REVIEWS_SELF_VIEW` `REVIEWS_TEAM_VIEW` `REVIEWS_VIEW` `REVIEWS_REOPEN` `REVIEWS_REMOVE` `REVIEWS_EDIT_VISIBILITY` `REVIEWS_SCHEDULES_TEAM_ADD` `REVIEWS_SCHEDULES_ADD` `REVIEWS_PLANS_SELF_MANAGE` `REVIEWS_PLANS_MANAGE` `REVIEWS_CATEGORIES_MANAGE`	NO
	`MQM Surveys`	`SURVEYS_SELF_VIEW` `SURVEYS_TEAM_EDIT` `SURVEYS_MANAGE`	NO
	`MQM Trainings`	`TRAININGS_SELF_EDIT` `TRAININGS_TEAM_EDIT` `TRAININGS_EDIT` `TRAININGS_REMOVE` `TRAININGS_TEAM_ADD` `TRAININGS_ADD`	NO
	`MQM Questionnaires`	`QUESTIONNAIRES_VIEW` `QUESTIONNAIRES_MANAGE`	NO
	`MQM Scoring Tiers`	`SCORING_TIERS_VIEW` `SCORING_TIERS_MANAGE`	NO
	`MQM Reports`	`REPORTS_TEAM_VIEW` `REPORTS_VIEW`	NO
	`MQM Replacement Reasons`	`REPLACEMENT_REASONS_MANAGE`	NO
	`SpeechREC`	`SPEECH_PROCESSING_ENABLED`(for agents)	YES
	`SpeechREC - Shared roles`	`SPEEECHREC_ADMIN` `VIEW_TRANSCRIPTION`	NO
	`LiveMON`	`LIVE_MONITOR_VIEW`	YES
	`eLearning`	`TRAININGS_AGENT_ENABLED`	YES
	`WFO Analytics`	`ANALYTICS_EXECUTIVE,` `ANALYTICS_MANAGER,` `ANALYTICS_SUPERVISOR,` `ANALYTICS_AGENT,` `ANALYTICS_ADMIN`	YES
	`Automated QM`	`AUTOMATED_RULES_MANAGE`	YES
	`Generative AI`	`AI_PROCESSING_ENABLED`	YES
	`Generative AI - Shared Roles`	`AI_OUTPUTS_VIEW` `AI_RATING_VIEW` `AI_FLAGS_TOPICS_MANAGE`	NO
Interaction Service	`Interaction Service`	`Rules_Manage`	NO

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

Default Effective Application Roles

All default effective roles for WFO are grouped under the Conversations - shared roles application module.

The below table contains default effective roles for the WFO 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	`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`
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.	x			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 - 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 manual reviews in the conversations details pane.	x	x	x	x

Reviews		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`AGENT`	`IT_ADMIN`
Review - Review Myself `REVIEWS_SELF_ADD`	An agent can perform self-review.				x
Review - Agent to be evaluated `REVIEWS_AGENT_ENABLED`	An agent can be evaluated, this consumes a license.				x
Review - Add Specific Conversations `REVIEWS_CONV_ADD`	View button Add a specific conversation on a review form and can perform the action. This role is NOT required in order to replace a conversation in a review.	x	x	x
Review - Evalulate Agents `REVIEWS_TEAM_EDIT`	Can evaluate agent in assigned teams(and all sub-teams) both ad hoc review as well as they can be chosen as a reviewer in the Plans Manager. A user with such a role can also be chosen as a reviewer in the Plans Manager and when planning a review from conversation explorer.. User with the role View all Reviews assigned to them in Review list.	x	x	x
Reviews - Replace Conversation `REVIEWS_CONV_EDIT`	Replace conversations.	x	x	x
Reviews - Reassign `REVIEWS_EDIT_REVIEWER`	Change reviewer(s).	x
Reviews - Plan ad hoc reviews (from Conversation Explorer) for assigned teams `REVIEWS_TEAM_ADD`	Plan reviews from Conversation Explorer for assigned teams and sub-teams (can choose any number of reviewers from the list who are allowed to perform a review - reviewers as well as agents (if they can perform a self-review)).		x	x
Reviews - Plan ad hoc reviews (from Conversation Explorer) for anybody (all) `REVIEWS_ADD`	Plan reviews from Conversation Explorer for all conversations (can choose any number of reviewers from the list who are allowed to perform review - reviewers as well as agents (if they can perform self-review)).	x
Reviews - Agent View `REVIEWS_SELF_VIEW`	View reviews where the user is a reviewee.				x
Reviews - Team View `REVIEWS_TEAM_VIEW`	View all reviews of all agents in their team(s).		x
Reviews - View All `REVIEWS_VIEW`	View all reviews.	x
Reviews - Reopen `REVIEWS_REOPEN`	Reopen completed reviews.	x	x
Reviews - Delete `REVIEWS_REMOVE`	Delete a review.	x
Reviews - Edit `REVIEWS_EDIT_VISIBILITY`	Visibility refers to including content in reports and revealing the results to the agent.	x	x	x
Review scheduler - plan for my teams `REVIEWS_SCHEDULES_TEAM_ADD`	Plan reviews for assigned teams.		x
Review scheduler - Plan for All Teams `REVIEWS_SCHEDULES_ADD`	Plan reviews for assigned teams and subteams.	x
Review scheduler - Edit my plans `REVIEWS_PLANS_SELF_MANAGE`	Edit plans where the user is the creator. Access Plans Manager		x
Review scheduler - Edit all plans `REVIEWS_PLANS_MANAGE`	Edit all plans. Access Plans Manager	x
Preferences - Edit `REVIEWS_CATEGORIES_MANAGE`	Add, edit, or remove categories used in reviews.	x				x

Surveys		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`AGENT`
Survey - Agent to be evaluated `SURVEYS_AGENT_ENABLED`	Agents with this role can be surveyed.				x
Surveys - Agent View `SURVEYS_SELF_VIEW`	A user with the role can view their own surveys.
Survey - Team View `SURVEYS_TEAM_EDIT`	View all surveys of the agents in their assigned teams. Modify settings to include/exclude from reports.		x	x
Survey - View All `SURVEYS_MANAGE`	View all surveys of all agents in the system. Modify settings to include/exclude from reports. Can delete surveys.	x
Surveys - Add new survey `SURVEYS_ADD`	System permission is required to insert survey results into the Eleveo database.

Training		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`AGENT`
Trainings - Agent to get training `TRAININGS_AGENT_ENABLED`	Agent with such role can be assigned to a training.				x
Training - Agent View `TRAININGS_SELF_EDIT`	A user with the role View and edit their own trainings.				x
Training - Team View `TRAININGS_TEAM_EDIT`	See all trainings of the agents in assigned teams.		x	x
Trainings - View All `TRAININGS_EDIT`	See all the trainings of the agents in the system.	x
Trainings - Delete `TRAININGS_REMOVE`	Delete trainings that user View	x
Training planner - plan for my teams `TRAININGS_TEAM_ADD`	Access to Training planner. User can only schedule trainings for their team.		x
Training planner - Plan for All Teams `TRAININGS_ADD`	Plan trainings for all agents in the system.	x
Training planner - Edit my plans `TRAININGS_PLANS_SELF_MANAGE`	Manage training planner plans created by the user. Not part of phase 1.		x
Training planner - Edit all plans `TRAININGS_PLANS_MANAGE`	Manage all training planner plans regardless of who is the owner/creator of the template. Not part of phase 1.	x

Questionnaires		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`	`IT_ADMIN`
Questionnaires - Manage `QUESTIONNAIRES_MANAGE`	Create, amend, and deactivate questionnaires. You can also specify which users can use questionnaires to review agents.	x
Questionnaires - View `QUESTIONNAIRES_VIEW`	View all questionnaires unless restricted directly within the in Questionnaire Permissions settings.		x	x	x	x
Scoring Tiers		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`	`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. This role is deprecated in v 10.0 and will be removed in an upcoming release.	x	x
Reports		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`	`IT_ADMIN`
Reports - View Myself `REPORTS_SELF_VIEW`	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 `REPORTS_VIEW`	See the data in reports that relate to all the users.	x
Reports - View Assigned Teams `REPORTS_TEAM_VIEW`	See the data in reports that relate to the teams in which you are a reviewer.	x	x

Replacement Reasons		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`	`IT_ADMIN`
Replacement Reasons - Edit `REPLACEMENT_REASONS_MANAGE`	Add a replacement reason when you replace or delete a conversation in the Reviewer form which has been supplied by the Plans Manager as a "Random Conversation".	x
Data Export		`CC_MANAGER`	`SUPERVISOR`	`TEAM_LEADER`	`COMPLIANCE_ANALYST`	`AGENT`	`IT_ADMIN`
Data Export My Results `DATA_EXPORT_SELF_VIEW`	See only my files (Data export → Export Schedules) users.		x	x
Data Export All Results `DATA_EXPORT_VIEW`	See all exports (Data export → Export Schedules), it means even those results that were created by different users.	x
Data Export assigned teams `DATA_EXPORT_TEAM_ADD`	Can export data about assigned teams.		x	x
Data Export All `DATA_EXPORT_ADD`	Can manage all actions related to the data export (View the option, create/edit their own and someone else's exporting, downloading, deleting options).	x

Administration		`CC_MANAGER`	`COMPLIANCE_ANALYST`	`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 Plans Manager (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 - MQM Administration PREFERENCES_EDIT	Add, edit, or remove categories used in reviews.			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 `CC_MANAGER`.	x

Download an excel file that contains this table - UM V10.xlsx

Additional Permissions

Administration of Retention Policies

Assigned in User Management under Client Roles > Interaction Service roles

CC_MANAGER

SUPERVISOR

TEAM_LEADER

COMPLIANCE_ANALYST

AGENT

IT_ADMIN

RULES_MANAGE

View the Retention Polices UI tab. Add, edit, or remove Retention (deletion) and Compliance Rules (protection) within the WFO interface.

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.