How licenses work for Basic QM

Licenses grant you legal access to use Workforce Optimization. You use licenses to link the functionality of Workforce Optimization with its roles and permissions.

Licensing, roles, and permissions

Licenses are linked to the roles that users have in the system. The access that users have to Workforce Optimization functionality is based on their role and the permissions associated with their role.

Basic QM licenses

Links the functionality of Basic QM with the following three default roles and their licenses.

QM Core Agent — A data license that is assigned to agents by default.
QM Core Supervisor — An access license that is assigned to supervisors and administrators by default.
QM Core Administrator — An administrative license that is assigned to supervisors and administrators by default.

NOTE By default supervisors and administrators have two licenses each, the QM Core supervisor and QM Core administrator licenses.

Default Permissions

The table below lists the default permissions associated with the different Basic QM licenses. For more information about the permissions listed below, see Manage roles and permissions for QM, Analytics, and Insights.

Permission	Administrator	Supervisor	Agent
Application Management
Administer QM	X
Administer Roles	X
Administer Org. Structure	X	X
Receive Support Notifications	X
Administer ACD Configuration	X
Bulk Import	X	X
View Evaluator Details	X	X	X
Assign User Roles	X	X
Administer Data Clients	X
Recordings Admin
View Recycle Bin	(X)	(X)
Delete Contact	X	X
Administer Evaluation Forms	X	X
Desktop Client
Record Screen	X	X	X
Record Voice	X	X	X
Recording Contacts
View Contacts	(X)	(X)	X
View Scored Contacts	X	X	X
Capture Contacts	(X)	(X)	(X)
Recording Contact Evaluations
Evaluate Contact	X	X
View Evaluations	(X)	(X)	X