Manage roles and permissions for QM, Analytics, and Insights
A role is a collection of permissions.
A permission controls the pages and actions that are available to a user who has been assigned a role. For example, if a user is assigned the supervisor role and the supervisor role includes the Create Contact permission, then that user can create contacts. Users can be assigned one or multiple roles and, as a result, can access all the features associated with those roles and permissions.
Workforce Optimization includes three default roles: administrator, agent, and supervisor. You cannot delete default roles, but you can rename them and change the optional permissions associated with them.
NOTE Some permissions are required for the default roles. These cannot be changed.
Prerequisite
- You have the Administer Roles permission
Page location
Application Management > Global > User Configuration > Roles
Workforce Optimization licensing
A license defines which roles are entitled to use specific Workforce Optimization functionality. For example, if the Access license is assigned to the supervisor role, then supervisors can monitor and evaluate agents.
NOTE All roles must be associated with one or more license types.
A specific number of seats or user licenses are available for each product, role, and license type. Each active Workforce Optimization user is associated with one or more licenses, and each active user can have one or more roles. License seats are counted by the number of active users specified with that licensed role.
NOTE Beginning with Workforce Optimization Version 10.0, all customers must have a set number of seats and licenses for each active user.
The following types of licenses are available, based on the user’s role:
- Data license
- Access license
- Administration license
- Usage license
-
Performance Coaching license
IMPORTANT Performance Coaching is not currently available for purchase.
- Bot Analytics license
- Insights licenses
See How licenses work for QM, Analytics, and Insights for more information on licensing.
Procedures
Create a new role
- Click Create New Role.
- Enter the name of the role.
- Click Save.
New roles that you create are added to the list of roles.
Change the name of a role
- Select a role from the Roles table, and then click Edit (the pencil icon).
- Enter the new name of the role.
- Click Save.
Delete a role
-
Select a role from the Roles table, and then click Delete (the X icon).
NOTE Default roles cannot be deleted.
Associate a role to a license type
-
In the Licenses table, select or clear the check box for each license type under the column for a specific role that you want to associate to that license type.
NOTE The Used and Available fields indicate the number of seats you have used and the total number of seats to which you are entitled.
NOTE If your organization has the Interaction Summary license, Interaction Summary appears in this table. You do not need to assign this license to any roles to use Interaction Summary.
Edit a role’s permissions
- In the Permissions table, select (assign) or clear (unassign) the check box for each permission under the column for a specific role.
If you select a permission that requires other permissions, the required permissions are automatically selected.
Permissions
The permissions table lets you assign specific permissions to default and custom roles.
The Permissions table separates permissions by category. The headings below correspond to the permissions table categories.
Permission | Details | |
---|---|---|
Administer QM |
Description |
Allows you to manage QM applications. |
Page Access |
Application Management > QM Configuration > Global Settings |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Agent Monitoring |
Description |
Allows you to monitor an active agent’s screen and/or audio, as well as collect agent logs. |
Page Access |
Application Management > Monitoring > Agent Monitoring |
|
Licenses |
Workforce Optimization Access, Monitoring |
|
Related Permissions and Notes |
To monitor agents in real time, you also need the Live Audio Monitoring permission (for audio monitoring) and/or the Live Screen Monitoring permission (for screen monitoring). |
|
Administer Roles |
Description |
Allows you to create roles and modify permissions associated with those roles. |
Page Access |
Application Management > User Configuration > Roles |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Tenant |
Description |
Allows you to perform administrative tasks for the tenant. |
Page Access |
Application Management > User Configuration > Merge Users |
|
Licenses |
— |
|
Related Permissions and Notes |
To access the Analytics Configuration page, you also need the Administer Analytics permission. |
|
Administer Org. Structure |
Description |
Allows you to manage the groups, teams, and users that are within your scope. |
Page Access |
Application Management > User Configuration > Groups |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
You must have several additional permissions to take the following actions on the Users page:
|
|
Receive Business Notifications |
Description |
Allows you to subscribe to business notifications. These notifications relate to daily operations within a contact center. |
Page Access |
(Business notifications only) Application Management > Monitoring > Notifications |
|
Licenses |
Compliance Recording, Quality Management, Workforce Management, Analytics, Desktop Analytics, Monitoring, Workforce Optimization Access |
|
Related Permission and Notes |
See Configure notifications for a complete list of business notifications. |
|
Receive Support Notifications |
Description |
Allows you to configure how support notifications are sent for troubleshooting purposes. |
Page Access |
(Support notifications only) Application Management > Monitoring > Notifications |
|
Licenses |
Administrative License: System Administrator |
|
Related Permissions and Notes |
— |
|
View API Documentation |
Description |
Allows you to view the API documentation. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer ACD Configuration |
Description |
Allows you to set up a connection between Workforce Optimization and the ACD. |
Page Access |
Application Management > System Configuration > ACD Configuration |
|
Licenses |
— |
|
Related Permissions and Notes |
— |
|
Administer Distribution List |
Description |
Allows you to manage distribution lists. |
Page Access |
— |
|
Licenses |
Administrative License: System Administrator |
|
Related Permissions and Notes |
— |
|
View Audit Information |
Description |
Allows you to view the Server Status and Notifications. |
Page Access |
— |
|
Licenses |
— |
|
Related Permissions and Notes |
— |
|
Bulk Import |
Description |
Allows you to import data using the various import APIs. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
See the Workforce Optimization API Reference Guide for more details. |
|
Administer Password Policy |
Description |
Allows you to manage password policy settings and to unlock user accounts. |
Page Access |
Application Management > Administration > Password Policy |
|
Licenses |
— |
|
Related Permissions and Notes |
— |
|
View Desktop Monitoring |
Description |
Allows you to view the Desktop Monitoring page. |
Page Access |
Application Management > Monitoring > Desktop Monitoring |
|
Licenses |
Monitoring, Desktop Analytics, Analytics |
|
Related Permissions and Notes |
— |
|
Administer Encryption Keys |
Description |
Allows you generate new storage file encryption keys. |
Page Access |
Application Management > Administration > Global Settings |
|
Licenses |
— |
|
Related Permissions and Notes |
— |
|
Administer Active Directory Authentication |
Description |
Allows you to create and edit Active Directory connections. |
Page Access |
Application Management > Active Directory Configuration |
|
Licenses |
|
|
Related Permissions and Notes |
— |
|
Administer Gamification |
Description |
Allows you to manage gamification for agents. |
Page Access |
Application Management > Performance Management |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
View Gamification |
Description |
Allows you to view gamification. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Description |
Allows you to enable access to a limited mobile version of the Workforce Optimization website. |
|
Page Access |
— |
|
Licenses |
Compliance Recording, Quality Management, Workforce Management, Desktop Analytics, Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
View/Update Hoteling Users |
Description |
Allows you to view, edit, and create hoteling users |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
View Evaluator Details |
Description |
Allows you to view the following details about a contact’s evaluator:
|
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
— |
|
Assign User Roles |
Description |
Allows you to assign roles to users on the Users page in any of the following ways:
|
Page Access |
— |
|
Licenses |
— |
|
Related Permissions and Notes |
To access the Users page, you must have the Administer Org. Structure permission |
|
Edit QM Views |
Description |
Allows you to assign QM views to users on the Users page any of the following ways:
|
Page Access |
— |
|
Licenses |
— |
|
Related Permissions and Notes |
To access the Users page, you must have the Administer Org. Structure permission To import users, you must have the Assign User Roles permission. If the import file contains any values in the Views column, you must have the Edit QM Views permission. |
Permission | Details | |
---|---|---|
View QM Dashboard |
Description |
Allows you to view the QM widgets in the Data Explorer dashboards. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
To view some QM widgets, you also need the View Evaluation Scores and View Contact Goal permissions. |
|
Administer Dashboards |
Description |
Allows you to configure the Analytics and QM dashboards. |
Page Access |
— |
|
Licenses |
— |
|
Related Permissions and Notes |
You must also have the View QM Dashboard permission. |
Permission | Details | |
---|---|---|
View Recycle Bin |
Description |
Allows you to search the recycle bin contents from the Interactions page and restore contacts so that the recordings can be played. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Delete Contact |
Description |
Allows you to delete contacts. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
You must also have the View Recycle Bin permission. |
|
Administer Workflow |
Description |
Allows you to access and configure workflows for QM |
Page Access |
Application Management > QM Configuration > Workflow Administration |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Metadata Fields |
Description |
Allows you to access and configure metadata. |
Page Access |
Application Management > QM Configuration > Metadata Manager |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Evaluation Forms |
Description |
Allows you to configure evaluation forms. |
Page Access |
Application Management > QM Configuration > Evaluation Form Manager |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Recording Sites |
Description |
Allows you to select a recording site for a team, if the user has multiple sites. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Contact Goals |
Description |
Allows you to view contact goals on the Contact Goal Administration page. |
Page Access |
Application Management > QM Contact Flows > Contact Goal Administration |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
To create or edit contact goals, you also need the Create Contact Goal permissions. |
|
Configure Telephony Groups |
Description |
Allows you to configure telephony groups, signaling groups, and recording groups. |
Page Access |
Application Management > QM Configuration > Telephony Groups |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Configure Device Associations |
Description |
Allows you to configure devices in your call center. |
Page Access |
Application Management > QM Configuration > Device Associations |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
AdminReconTasks |
This permission is not currently used. |
Permission | Details | |
---|---|---|
Capture Desktop Analytics |
Description |
Allows agents’ desktop activity to be automatically captured. |
Page Access |
— |
|
Licenses |
Compliance Recording, Quality Management, Desktop Analytics, Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
Agents must also have the Capture Desktop Events permission. |
|
Record Screen |
Description |
Automatically records screen activity on the user’s desktop. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management and Analytics |
|
Related Permissions and Notes |
The agent must also have the Capture Contacts permission. To enable screen recording on a user’s desktop, Smart Desktop must be installed, and you must also enable one of the following permissions:
|
|
Record Voice |
Description |
Automatically records audio. This permission is needed for all voice recording architectures, not just those that use Smart Desktop. Without this permission, users’ audio will not be recorded. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording, Quality Management |
|
Related Permissions and Notes |
The agent must also have the Capture Contacts permission. With architectures using Smart Desktop, Smart Desktop must also be installed on the user’s desktop for recording to occur. |
|
Live Screen Monitoring |
Description |
Allows you to live monitor a user’s screen. Allows agents’ screens to be monitored via the Agent Monitoring page. Both the agent and the monitor must have this permission for live screen monitoring to work. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management, Monitoring |
|
Related Permissions and Notes |
Monitors also need the Agent Monitoring permission. |
|
Live Audio Monitoring |
Description |
Allows you to live audio monitor a user’s calls. Allows agents’ audio to be monitored via the Agent Monitoring page. Both the agent and the monitor must have this permission for live audio monitoring to work. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
Monitors also need the Agent Monitoring permission. |
|
Record On Demand (RTP Signaling) |
Description |
Enables the Record On Demand recording mode in Smart Desktop. This mode enables the agent to record only the segments of calls that are explicitly specified when using Recording Controls. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
— |
|
Capture Desktop Events
|
Description |
Allows desktop events on agents’ desktops to be automatically captured. |
Page Access |
— |
|
Licenses |
Compliance Recording, Quality Management, Desktop Analytics, Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
Agents must also have the Capture Desktop Analytics permission. |
Permission | Details | |
---|---|---|
View Contacts |
Description |
Allows you to search all recording contacts within your scope from the Interactions page. |
Page Access |
Interactions |
|
Licenses |
Data Licenses: Compliance Recording, Quality Management, and Analytics |
|
Related Permissions and Notes |
— |
|
View Scored Contacts |
Description |
Allows you to only search contacts that have been scored (evaluated) from the Interactions page. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
— |
|
Export Recordings |
Description |
Allows you to export recordings from the Interactions page. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
View Custom Metadata |
Description |
Allows you to view custom metadata in the Interactions page and the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
Edit Custom Metadata |
Description |
Allows you to edit custom metadata in the Interactions page and the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and View Custom Metadata permissions. |
|
Tag Contact |
Description |
Allows you to tag a contact using the Recording Controls. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
To tag a contact with the Recording Controls, Smart Desktop must be installed. |
|
Create Contact |
Description |
Allows you to create a non-call contact on the Interactions page. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
View Analytics Data for Contacts |
Description |
Allows you to see the Analytics Net Promoter Scores (NPS) and Eval Predictive Scores (EPS) data for contacts within your scope on the Interactions page. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
View Root Recordings |
Description |
Allows you to view root recordings. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
— |
|
Untag Contact |
Description |
Allows you to untag a tagged contact. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
— |
|
Mark For Training |
Description |
Allows you to mark a contact for review in training. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
By default, all users can mark a contact for training. If you do not require all users to mark contacts for training, clear this check box. You must also have the View Contacts, and Tag Contacts or Untag Contacts permissions. |
|
View All Training Contacts |
Description |
Allows you to view all contacts marked for training across the tenant. |
Page Access |
— |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
Bulk Contact Export |
Description |
Allows you to export audio files, contact details, and metadata from the Interactions page on a scheduled or ad-hoc basis. You can only view and interact with your own bulk contact exports. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
Disabled by default. Paired together, the Bulk Contact Export and View Bulk Contact Export permissions allow you to create your own bulk contact exports and view all bulk contact exports for your organization. |
|
View UnReconciled Root Recordings |
Description |
Allows you to see all root recordings unconditionally. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
Disabled by default. You must also have the View Root Recordings permission. |
|
View Bulk Contact Export
|
Description |
Allows you to view the bulk contact exports of everyone in your organization. You cannot create bulk contact exports with this permission. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
|
Related Permissions and Notes |
Disabled by default. Paired together, the Bulk Contact Export and View Bulk Contact Export permissions allow you to create your own bulk contact exports and view all bulk contact exports for your organization. |
|
Bulk Delete |
Description |
This permission is not currently used. |
Capture Contacts
|
Description |
Allows agents’ contacts of any type to be imported into Workforce Optimization. This permission is required for any kind of contact capture or recording. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording, Quality Management |
|
Related Permissions and Notes |
This permission is a prerequisite for the Record Voice and Record Screen permissions. |
|
View All HR Contacts |
Description |
Allows you to view all contacts marked for HR across the tenant. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
Mark For HR |
Description |
Allows you to mark a contact for review in HR. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management NOTE Requires at least one of these licenses. |
|
Related Permissions and Notes |
Enables administrators to define which roles have the ability to mark a contact for review in HR. If you do not require all users to mark contacts for HR, clear the Mark for HR check box. You must also have the View Contact permission. |
|
ViewNotProcessedReason |
Description |
This permission is not currently used. |
Include Self Scope in QM Views
|
Description |
If your access to Workforce Optimization is governed by QM Views, this permission lets you see and play your own contacts, plus any contacts that meet the QM View criteria. See Manage views for QM. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management, Call Recording |
|
Related Permissions and Notes |
You must also have the View Contacts permission. By default, this permission is not assigned to any roles. |
Permission | Details | |
---|---|---|
Create Evaluation Comment |
Description |
Allows you to create comments in the Evaluation Form window in the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and View Evaluations permissions. |
|
Approve Contact Evaluation |
Description |
Allows you to approve the evaluation for a contact from the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and View Evaluations permissions. |
|
Evaluate Contact |
Description |
Allows you to evaluate a contact in the Media Player and to view the Evaluation panel for unscored contacts. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and View Evaluations permissions. |
|
Edit Evaluation Comment |
Description |
Allows you to edit comments in an Evaluation Form window in the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts, Create Evaluation Comment, and View Evaluations permissions. |
|
View Evaluations |
Description |
Allows you to view contact evaluations in the Media Player. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission |
|
Self-Evaluate Contact |
Description |
Allows you to evaluate your own contacts. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and Evaluate Contact permissions. |
|
Self-Approve Contact Evaluation |
Description |
Allows you to approve your own contact evaluation. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and View Evaluations permissions. |
|
Edit Any Evaluation |
Description |
Allows you to edit an evaluation you have completed and to see the following details about a contact’s evaluator:
|
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
— |
Permission | Details | |
---|---|---|
Calibrate Contact |
Description |
Allows you to mark a contact for calibration on the Interactions page and to perform a calibration evaluation. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
|
Self-Calibrate Contact |
Description |
Allows you to calibrate your own contacts. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts and Calibrate Contact permissions |
Permission | Details | |
---|---|---|
Create Evaluation Goal |
Description |
Allows you to create and assign evaluation tasks (ad-hoc) and contact goals. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
To create contact goals, you also need the Administer Contact Goals permission. |
|
Create Calibration Goal |
Description |
Allows you to create and assign calibration tasks (ad hoc) and contact goals. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
To create contact goals, you also need the Administer Contact Goals permission. |
|
Create Review Goal |
Description |
Allows you to create and assign review tasks (ad-hoc) and contact goals. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
To create contact goals, you also need the Administer Contact Goals permission. |
|
View Contact Goal |
Description |
Allows you to access the Contact Queue and view the Contact Goal Progress widget. |
Page Access |
Contact Queue |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
— |
Permission | Details | |
---|---|---|
Administer QM Surveys |
Description |
Allows you to configure external post-call survey providers. |
Page Access |
Application Management > QM Contact Flows > Post Call Survey |
|
Licenses |
Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
View Survey Results |
Description |
Allows you to view customer survey result data in the media player, contact table, and reports. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
|
Related Permissions and Notes |
You must also have the View Contacts permission. |
Permission | Details | |
---|---|---|
View System Analytics |
Description |
Allows you to create and manage data sets on Analytics dashboards. |
Page Access |
Analytics Dashboard |
|
Licenses |
Desktop Analytics, Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Desktop Analytics |
Description |
Allows you to create, view, edit, and delete Desktop Analytics tasks on the Analytics Task Manager page. |
Page Access |
Application Management > Analytics > Task Manager Application Management > Analytics > Desktop Manager Application Management > Analytics > Field Manager Application Management > Analytics > Analytics Configuration |
|
Licenses |
Desktop Analytics, Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Speech Analytics |
Description |
Allows you to view and delete Phonetics Analytics tasks on the Analytics Task Manager page. NOTE Because Phonetics Analytics has been retired, you cannot create or edit Phonetics Analytics tasks even if you have this permission. |
Page Access |
Application Management > Analytics > Task Manager Application Management > Analytics > Analytics Configuration |
|
Licenses |
Analytics, Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Speech to Text Analytics |
Description |
Allows you to create, view, edit, and delete Speech-to-Text (Transcription) tasks on the Analytics Task Manager page. |
Page Access |
Application Management > Analytics > Task Manager Application Management > Analytics > Analytics Configuration |
|
Licenses |
Analytics, Analytics Lite, Transcription, Workforce Optimization Access |
|
Related Permissions and Notes |
— |
|
Administer Text Analytics |
Description |
Allows you to create, view, edit, and delete Text Analytics tasks on the Analytics Task Manager page. |
Page Access |
Application Management > Analytics > Task Manager Application Management > Analytics > Analytics Configuration |
|
Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Desktop Analytics |
Description |
Allows you to view the Desktop Analytics features. |
Page Access |
Agent Explorer Analytics Dashboard |
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Licenses |
Desktop Analytics, Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Speech Analytics |
Description |
Allows you to view the Speech Analytics features. |
Page Access |
Analytics Dashboard |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Speech to Text Analytics |
Description |
Allows you to view the Transcription panel in the Media Player and to search for words in transcribed audio. |
Page Access |
Analytics Dashboard |
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Licenses |
Analytics, Analytics Lite, Transcription, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Trending Topics |
Description |
Allows you to view all Trending Topics pages. |
Page Access |
Analytics > Trending Topics | |
Licenses |
Analytics Enterprise, Workforce Optimization Access | |
Related Permissions and Notes |
— | |
Edit Trending Topics |
Description |
Allows you to edit (for example, group and ungroup topics) in the Trending Topics tool. |
Page Access |
Analytics > Trending Topics | |
Licenses |
Analytics Enterprise, Workforce Optimization Access | |
Related Permissions and Notes |
— | |
View Trending Topics Notification |
Description |
Allows you to configure the conditions that trigger daily notifications. |
Page Access |
Analytics > Trending Topics | |
Licenses |
Analytics Enterprise, Workforce Optimization Access | |
Related Permissions and Notes |
— | |
Edit Trending Topics Notification |
Description |
Allows you to edit the conditions that trigger daily notifications. |
Page Access |
Analytics > Trending Topics | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— | |
View Auto QM |
Description |
Allows you to view the Auto QM panels in the Media player. |
Page Access |
Analytics > Auto QM | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Edit Auto QM |
Description |
Allows you to run Auto QM tasks and override the AI score. |
Page Access |
Analytics > Auto QM | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Auto QM Dashboards |
Description |
Allows you to view Auto QM dashboards. |
Page Access |
Analytics > Auto QM | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Auto QM Notification |
Description |
Allows you to view all daily notifications in the Auto QM dashboard. |
Page Access |
Analytics > Auto QM | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Edit Auto QM Notification |
Description |
Allows you to configure the conditions that trigger daily notifications. |
Page Access |
Analytics > Auto QM | |
Licenses |
Analytics Enterprise, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Text Analytics |
Description |
Allows you to view the Text Analytics features. |
Page Access |
Analytics Dashboard |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View Analytics |
Description |
Allows you to view all aspects of the Analytics features. |
Page Access |
Analytics Dashboard |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Administer Analytics |
Description |
Allows you to access some Analytics APIs. When combined with the Administer Tenant permission, allows you to configure Analytics. |
Page Access |
Application Management > Analytics > Analytics Configuration |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
To access the Analytics Configuration page, you also need the Administer Tenant permission. |
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Administer Predictive Analytics
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Description |
Allows you to create, view, edit, and delete Predictive Evaluation Score (PES) and Predictive Net Promoter Score (PNPS) tasks on the Analytics Task Manager page. |
Page Access |
Application Management > Analytics > Task Manager |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Administer Analytics Phrases
|
Description |
Allows you to create and edit phrases and phrase categories on the Phrase Manager page. |
Page Access |
Application Management > Analytics > Phrase Manager |
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Licenses |
Analytics, Workforce Optimization Access |
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Related Permissions and Notes |
— |
Permission | Details | |
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View QM Reports |
Description |
Allows you to view QM reports. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the View Organization permission. |
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Administer QM Reports |
Description |
Allows you to administer QM reports. |
Page Access |
— |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View QM Evaluation Reports |
Description |
Allows you to view QM evaluation reports. |
Page Access |
— |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View QM System Reports |
Description |
Allows you to view QM system reports. |
Page Access |
— |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
— |
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View QM Survey Reports |
Description |
Allows you to view QM survey reports. |
Page Access |
— |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Advanced Reporting API |
Description |
Allows you to access the API needed for Data Explorer. |
Page Access |
— |
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Licenses |
— |
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Related Permissions and Notes |
— |
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Home Page |
Description |
Gives you to read-only access to your home page dashboard and its contents. |
Page Access |
Home Page |
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Licenses |
Data Licenses: Quality Management and Workforce Management |
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Related Permissions and Notes |
This permission is backward compatible to the legacy permissions it replaces: View QM Dashboard, View WFM Dashboard, and Administer Dashboards. |
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Data Explorer
|
Description |
Gives you read-only access to the Data Explorer asset browser page. |
Page Access |
Data Explorer |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
— |
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Content Creation
|
Description |
Enables you to create, update, and delete Data Explorer reports and dashboards. |
Page Access |
Data Explorer > Reports |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
Data Explorer |
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Content Publishing
|
Description |
Enables you to share reports and dashboards that you own to sharing groups you belong to. |
Page Access |
Application Management > Data Management > Sharing Groups |
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Licenses |
Workforce Optimization Access |
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Related Permissions and Notes |
Content Creation |
Permission | Details | |
---|---|---|
Send Pause / Resume Command |
Description |
Pauses and resumes the user’s call recordings. This permission is needed for any pause-and-resume architecture for recordings, both automated and manual (via the Recording Controls page). |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
— |
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Send Login / Logout Command |
Description |
Associates and un-associates the user with a device extension for network recording. This permission is useful for situations like hot-desking where an agent might not use the same phone every day. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
— |
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Send Metadata Command |
Description |
Adds metadata to a user’s call recording. This permission is needed for any recording architecture that adds metadata to calls, both automated and manual (via the Recording Controls page). |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
— |
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Send Tag Command |
Description |
Tags a user’s call recordings. This permission is needed for any recording architecture that tags calls, both automated and manual (via the Recording Controls page). |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
— |
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Send Segment and Delete / Save Command |
Description |
Starts and stops recording call segments (and saves and deletes call segments). This permission is needed for any recording architecture that uses these actions, both automated and manual (via the Recording Controls page). |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
— |
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Send Start Screen / Stop Screen Command |
Description |
Starts and stops a screen-only recording. This permission is needed for any recording architecture that uses these actions, both automated and manual (via the Recording Controls page). |
Page Access |
— |
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Licenses |
Data Licenses: Quality Management |
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Related Permissions and Notes |
— |
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Pause / Resume Buttons |
Description |
Allows you to use the Pause and Resume buttons on the Recording Controls page. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the Send Pause / Resume Command permission. |
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Login / Logout Buttons |
Description |
Allows you to use the Log In and Log Out buttons on the Recording Controls page. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the Send Login / Logout Command permission. |
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Add Metadata Button |
Description |
Allows you to use the Add Metadata button on the Recording Controls page. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the Send Metadata Command permission. |
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Tag Button |
Description |
Allows you to use the Tag button on the Recording Controls page. |
Page Access |
— |
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Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the Send Tag Command permission. |
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Segment and Delete / Save Buttons |
Description |
Allows you to use the “Segment and Delete” and “Segment and Save” buttons on the Recording Controls page. |
Page Access |
— |
|
Licenses |
Data Licenses: Compliance Recording and Quality Management |
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Related Permissions and Notes |
You must also have the Send Segment and Delete / Save Command permission. |
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Start / Stop Screen Buttons |
Description |
Allows you to use the Start Screen and Stop Screen buttons on the Recording Controls page. |
Page Access |
— |
|
Licenses |
Data Licenses: Quality Management |
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Related Permissions and Notes |
You must also have the Send Start Screen / Stop Screen Command permission. |
Permission | Details | |
---|---|---|
View Experience Automation |
Description |
View top level metrics such as BES/BAS/$ per Automated Conversation |
Page Access |
Experience & Automation |
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Licenses |
Bot Analytics |
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Related Permissions and Notes |
Configure Experience Automation |
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Configure Experience Automation |
Description |
Configure the targets for BES/BAS/$ per Automated Conversation, Topics |
Page Access |
Configuration > Experience & Automation | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Experience Automation | |
View Conversation Distribution |
Description |
View total conversations and how they are distributed between between digital assistant & live agents |
Page Access |
Conversation Distribution | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
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View Conversation Topics |
Description |
View all content on the Conversation Topics page |
Page Access |
Conversation Topics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Edit Conversation Topics | |
Edit Conversation Topics |
Description |
Blacklist, merge, and rename topics |
Page Access |
Configuration > Conversation Topics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Conversation Topics Metrics Analysis |
Description |
View the breakdown of BES & BAS signals for each topic |
Page Access |
Conversation Topics > Metrics Analysis tab | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics |
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View Conversation Topics Transcripts |
Description |
View transcripts within topics |
Page Access |
Conversation Topics > Transcripts tab | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Conversation Topics Related Topics |
Description |
View additional conversation topics that were identified after the main topic |
Page Access |
Conversation Topics > Related Topics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Conversation Topics Grouped Topics |
Description |
View topics that have been merged together and define one main topic |
Page Access |
Conversation Topics > Grouped Topics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Conversation Topics Entities |
Description |
View entities (keywords) that came up in transcripts within the topic |
Page Access |
Conversation Topics > Entities | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Conversation Topics Intents |
Description |
View the intents that were triggered within the topic |
Page Access |
Conversation Topics > Intents | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Conversation Topics | |
View Impact Analysis |
Description |
View the side-by-side comparison of several metrics for a single or multiple topics between two date ranges |
Page Access |
Impact Analysis | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
||
View Aggregated Metrics |
Description |
View common aggregated metrics |
Page Access |
Aggregated Metrics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
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View Transcript Search |
Description |
View transcript search |
Page Access |
Transcript Search | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
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View VAA Overview |
Description |
View the Virtual Agent Analytics overview with all message level metrics |
Page Access |
Overview | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA | |
View VAA Performance Comparison |
Description |
View message level metrics daily, monthly, quarterly, or yearly |
Page Access |
Performance Comparison | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA | |
View VAA Response Performance |
Description |
View responses and next actions after response was shown |
Page Access |
Response Performance | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA | |
View VAA Unclassified Messages |
Description |
View messages causing no-match to intent, categorized by topic |
Page Access |
Unclassified Messages | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA, Edit VAA Unclassified Messages | |
Edit VAA Unclassified Messages |
Description |
Categorize no-match to intent messages into existing intent or new intents |
Page Access |
Unclassified Messages |
|
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA, View VAA Unclassified Messages | |
View VAA Intent Performance |
Description |
View intent level metrics |
Page Access |
Intent Performance | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure VAA | |
View Bot Management Report |
Description |
View uploaded bot management reports |
Page Access |
Bot Management Report | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
||
View Bot Performance Report |
Description |
View uploaded bot performance reports |
Page Access |
Bot Performance Report | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
||
Configure VAA |
Description |
Configure targets within VAA |
Page Access |
Configuration > Virtual Agent Analytics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View VAA Overview, View VAA Performance Comparison, View VAA Response Performance, View VAA Unclassified Messages, View VAA Intent Performance | |
View Company Configurations |
Description |
View company specific thresholds |
Page Access |
Company Configurations | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Edit Company Configurations | |
Edit Company Configurations |
Description |
Configure company specific thresholds |
Page Access |
Company Configurations | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Company Configurations | |
View Alert Notification |
Description |
View alerts tab when a signal threshold is triggered |
Page Access |
Alert Notifications tab | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure Alert Notification | |
Configure Alert Notification |
Description |
Configure the thresholds for alerts |
Page Access |
Configuration > Overall Bot Metrics, Configuration > Topic Metrics | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Alert Notification | |
View Transcript Summary |
Description |
View summarized transcripts |
Page Access |
Transcript Search | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Configure Transcript Summary | |
Configure Transcript Summary |
Description |
Configure the prompt that generates the summarize transcripts |
Page Access |
Configuration > Summary Generation Prompt | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
View Transcript Summary | |
View Activity Notifications |
Description |
View activity notifications such as when an action is taken like blacklist, merge, rename |
Page Access |
— | |
Licenses |
Bot Analytics | |
Related Permissions and Notes |
Permission | Details | |
---|---|---|
View Content | Description |
Allows you to view Insights dashboards that are shared by other people in your organization. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses | Insights Author, Insights Reader | |
Related Permissions and Notes | You must have the Insights Reader license and at least one “View [Product] Data” permission. | |
View Analytics Data | Description | Allows you to view dashboards and analyses created with Analytics data. When combined with the Create Content permission, allows you to use Analytics datasets to create analyses. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses |
Insights Author, Insights Reader |
|
Related Permissions and Notes | You must also have the View Content permission. Your organization must have a Provider Analytics license. | |
View Classic WFM Data | Description | Allows you to view dashboards and analyses created with Classic WFM data. When combined with the Create Content permission, allows you to use Classic WFM datasets to create analyses. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses | Insights Author, Insights Reader | |
Related Permissions and Notes | You must also have the View Content permission. Your organization must have a Provider Classic WFM license. | |
View QM Data | Description | Allows you to view dashboards and analyses created with QM data. When combined with the Create Content permission, allows you to use QM datasets to create analyses. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses | Insights Author, Insights Reader | |
Related Permissions and Notes | You must also have the View Content permission. Your organization must have a Provider QM license. | |
View WFM Data | Description | Allows you to view dashboards and analyses created with WFM data. When combined with the Create Content permission, allows you to use WFM datasets to create analyses. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses | Insights Author, Insights Reader | |
Related Permissions and Notes | You must also have the View Content permission. Your organization must have a Provider WFM license. | |
Create Content | Description | Allows you to create analyses and dashboards. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards Insights > Analyses Insights > Datasets |
|
Licenses | Insights Author | |
Related Permissions and Notes | You must have the Insights Author license and at least one “View [Product] Data” permission. When you add this permission to a role, the role automatically gets the View Content permission as well. | |
Share Content | Description | Allows you to share analyses and dashboards that you create with other people in your organization. |
Page Access |
Insights > Favorites Insights > Recent Insights > My folders Insights > Shared folders Insights > Dashboards |
|
Licenses | Insights Author | |
Related Permissions and Notes | You must also have the Create Content permission and at least one “View [Product] Data” permission. | |
Administer Insights | Description | This permission is not currently used. |
Page Access |
— |
|
Licenses | Insights Author | |
Related Permissions and Notes | — |
Permission | Details | |
---|---|---|
Delivery Management |
Description |
Allows you view information about the current information space and to opt in and opt out of receiving scheduled reports by email from other users. |
Page Access |
Data Explorer > Settings | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Report Delivery |
Description |
Allows you to configure and manage when and to whom a report that you own is emailed. |
Page Access |
Share option on the context menu that appears when you right-click a report you own on the Data Explorer > Reports page. | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data Library |
Description |
Allows you read-only access to the Data Library page to view details about collections and their data sets. |
Page Access |
Data Explorer > Data Library | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data Library Design |
Description |
Allows you to create, read, update, and delete data libraries owned by you. |
Page Access |
||
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data Library Publishing |
Description |
Allows you to share data collections to sharing groups in which you are a member. |
Page Access |
||
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data Task Administration |
Description |
Allows you to manage agents and tasks in any information space you own. |
Page Access |
Application Management > Data Management > Data Task Management | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Sharing Groups Administration |
Description |
Allows you to create and manage groups of users created for purposes of sharing content. |
Page Access |
Application Management > Data Management > Sharing Groups | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data Management System Administration |
Description |
Allows you to create and manage real-time tasks |
Page Access |
Application Management > Data Management > Real-Time (RT) Job Management | |
Licenses |
Data Management | |
Related Permissions and Notes |
||
Data UDM Administration
|
Description |
Allows you to add and manage tenants in the Unified Data Mart. |
Page Access |
Application Management > Data Management > Unified Data Mart |
|
Licenses |
Data Management |
|
Related Permissions and Notes |
|
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Manage Infospace
|
Description |
Grants access to the business intelligence lifecycle management features. |
Page Access |
Settings |
|
Licenses |
Data Management |
|
Related Permissions and Notes |
Deploy Infospace |
|
Deploy Infospace
|
Description |
Grants users who can manage infospaces the right to deploy information spaces to other user accounts. |
Page Access |
Settings |
|
Licenses |
Data Management |
|
Related Permissions and Notes |
Manage Infospace |
IMPORTANT Performance Coaching is not currently available for purchase.
Permission | Details | |
---|---|---|
Coachable Performance User | Description | Allows you to receive coaching. |
Page Access | Agent Dashboard (their own dashboard only) | |
Licenses | Performance Coaching | |
Related Permissions and Notes | By default, Workforce Optimization assigns this permission to all roles that have the Performance Coaching license. | |
Performance Coach | Description | Allows you to view agent performance for the individuals, groups, and teams within your scope; to create coaching sessions and goals; and to create and edit coaching tasks. |
Page Access | All Performance Coaching pages except Metric Administration | |
Licenses | Performance Coaching | |
Related Permissions and Notes | ||
Performance Observer
|
Description |
Allows you to view agent performance across all individuals, groups, and teams. |
Page Access |
Performance Dashboard (read only) |
|
Licenses |
Performance Coaching |
|
Related Permissions and Notes |
|
|
Performance Administrator
|
Description |
Gives you full control over Performance Coaching. Users with this permission can perform all coaching tasks, create and edit metrics, and make other changes to the Performance Coaching system. |
Page Access |
All Performance Coaching pages |
|
Licenses |
Performance Coaching |
|
Related Permissions and Notes |
|
Related topics
- Create roles for access to WFM—Create user roles and set permissions for New WFM
- Give users access to Insights
- Turn off Data Explorer