How licenses work for QM, Analytics, and Insights

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 model

Provider has a licensing model with subscription billing and uncommitted licenses for Workforce Optimization-hosted deployments.

When you purchase a subscription to Workforce Optimization, you agree to what Provider calls a “minimum monthly commitment”: a minimum number of seats bought at a particular price. If you use more seats than you agree to in your monthly commitment, Provider bills you for each of them. This is called an “uncommitted license.”

Provider bills you periodically, on a monthly, quarterly, or annual basis.

EXAMPLE You have a minimum monthly commitment of 100 QM seats, which satisfies your requirements from February to October. Your contact center is busier during the holiday season (November through January). During this time, you use 150 QM seats, and for these three months you are billed for 100 seats at the committed license rate and for 50 seats at the uncommitted license rate.

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. For more information about assigning roles and permissions, see Manage roles and permissions for QM, Analytics, and Insights.

Each active Workforce Optimization user is associated with one or more licenses and can have one or more roles. Each individual license is called a seat. License seats are counted by the number of active users with that licensed role. All customers must have a set number of seats and licenses for each active user.

Active users can be licensed and have access to Workforce Optimization. Inactive users cannot be licensed or have access to Workforce Optimization. When you switch an active user to inactive, their license becomes available, and you can reassign it to other users.

The following types of licenses are available:

Data licenses
Workforce Optimization Access licenses
Administration licenses
Usage licenses
Performance Coaching license

IMPORTANT Performance Coaching is not currently available for purchase.
Bot Analytics licenses
Insights licenses

Data licenses

Workforce Optimization users who have capture functions (primarily contact center agents) are associated with a data license. The default agent role is automatically associated with this license type. Data licenses include the following:

Compliance Recording (CR)—Users can be audio recorded and can review their own contacts.
Quality Management (QM)—Users can be recorded and evaluated and can review their own contacts and evaluations (QM Data licenses include CR).
Analytics—Users can be analyzed and can review analytics data created by their contacts.
Analytics Lite—Users’ audio contacts are transcribed and automatically summarized. Transcriptions are stored in a searchable database.
Desktop Analytics—Users can monitor agents’ desktop activity and application usage. This license is available as an add-on to Provider Compliance Recording (CR), Quality Management (QM), or Workforce Management (WFM).
Monitoring—Users can view agents’ screens live. This license is available as an add-on to Provider Compliance Recording (CR) or Workforce Management (WFM).
Transcription—Users’ audio contacts are transcribed and stored in a searchable database.
Interaction Summary—Users’ audio contacts are automatically summarized.
Data Management—This license is no longer sold.

NOTE Users with data licenses have limited access to Workforce Optimization functionality. They are restricted to reviewing their own data.

Workforce Optimization access licenses

For each system, Provider provides up to five Workforce Optimization access licenses. The Workforce Optimization access license provides a majority of permissions that allow these roles to have access to the full application.

Performance Coaching License

IMPORTANT Performance Coaching is not currently available for purchase.

Performance Coaching licenses give users access to the Performance Coaching feature. Anyone who uses Performance Coaching needs a license. This includes agents being coached, coaches, and administrators.

Bot Analytics license

With a Bot Analytics license, users can monitor and improve the performance and quality of their conversational AI products.

Insights licenses

Insights is Provider’s premier business intelligence product. Insights licenses give users access to Insights. Anyone who needs to create or view Insights content must have an Insights license. A single role needs only one of the two Insights licenses listed below, but each license must be assigned to at least one role.

Insights Reader—Users can view Insights dashboards that are created and shared with them by someone with an Insights Author license.
Insights Author—Users can create and share Insights analyses and dashboards.

Multiple-role user example

A user has an evaluator role associated with a Workforce Optimization access license and an agent role associated with a Quality Management license to capture their own contacts. The evaluator role has some agent functionality and some supervisor functionality. This user is using two licenses: one for Quality Management and one for Workforce Optimization access. In this case, the number of seats available for the Quality Management license and the number of seats for the Workforce Optimization access license both decrease by one. If this user only requires voice recording, a Call Recording license could be used instead of a Quality Management license.

Features available with QM and Analytics licenses

The table below lists the features that are available with different licenses.

Feature	Compliance Recording (CR)	Quality Management (QM)	Analytics	Analytics Lite	Desktop Analytics	Monitoring	Transcription	Interaction Summary
Record audio or import audio from an ACD	X	X
Import interactions from digital channels	X	X
Screen recording		X
Evaluations		X
Reporting in either Data Explorer or Insights	X	X			X
Live screen monitoring		X				X
Desktop monitoring	X	X			X	X
Contact Queue		X
Automated pause and resume of recording		X
Create and edit custom metadata associated with contacts		X
Create and edit evaluation forms		X
View standard evaluations		X
Create and view post-call surveys		X
Export contacts	X	X
QM views	X	X
QM workflows	X	X
Contact tagging	X	X
Agent Explorer			X		X
Transcription			X	X			X
Sentiment analysis			X
Interaction Summary				X				X
Desktop activity tracking and analytics			X		X
Application usage			X		X
Desktop manager			X		X