Quality management roles and permissions

Note: It can take up to five minutes for permission updates to make their way through Genesys Cloud and take effect.

Default permissions

The Quality Administrator and Quality Evaluator roles have the following default permissions. 

Important: The license for each role corresponds to the most expensive permission assigned to the role. The license represents the cost associated with assigning the role. You can find specific information about features and the licenses required to use them in the Genesys Cloud Pricing Guide on the Genesys corporate website. Under Compare plans, click to expand the feature you want to learn more about. 

Quality administrator

The quality administrator oversees quality operations in the contact center. This role has permissions to manage encryption keys, quality policies, and evaluation forms; and create and modify evaluations, calibrations, recordings, and annotations. By default, this role contains the following permissions:

Area Entity Permissions
Analytics Conversation Aggregate View
Analytics Conversation Detail View
Analytics Data Retention View
Analytics Evaluation Aggregate View
Analytics Interaction Evaluation Details View
Analytics Interaction Survey Details View
Analytics Survey Aggregate View
Architect Flow Add, Edit, Search, View
Audits Interaction Details View
Coaching Appointment Conversation Add
Coaching Appointment Status View
Coaching Appointment Add, View
Coaching Schedule Slot View
Conversation Communication View
Integrations Integration View
Learning Assignment All Permissions
Learning Module View
Learning Schedule Slot View
Quality Calibration Add, Delete, Edit, View
Quality Evaluation Form Add, Delete, Edit, View
Quality Evaluation Add, Assign, Decline, Delete, Dispute, Edit, Edit Agent Sign-off, Edit Score, Release, View
Quality Survey Form  Add, Delete, Disable, Edit, View
Quality  Survey Delete, Edit, View
Recording Annotation Add, Delete, Edit, View
Recording Encryption Key Edit, View
Recording Orphan Recording Delete, Edit, View
Recording Recording Job Add, Delete, Edit, View
Recording Recording Delete, Download, Edit Retention, Restore, View
Recording Retention Policy Add, Delete, Edit, View
Recording Screen Recording Download, Edit Retention, Restore, Stop, View
Recording Settings Edit Regional Storage, Edit Screen Recordings
Reporting Quality View
Routing Queue Search, View
Speech And Text Analytics Data View
Speech And Text Analytics Topic View
Voicemail ACD Voicemail Delete, View

Quality evaluator

Quality evaluators score agent interactions. This role has permissions to edit evaluations and annotations, and can view chats, recordings, and encryption keys. By default, this role contains the following permissions:

Area Entity Permissions
Audits Interaction Details View
Coaching Appointment Conversation Add
Coaching Appointment Status View
Coaching Appointment Add, View
Coaching Schedule Slot View
Conversation Communication View
Learning Assignment All Permissions
Learning External Assignment Edit
Learning Module View
Learning Schedule Slot View
Quality Evaluation Form View
Quality Evaluation Assign, Decline, Edit Score, Release, View
Quality Survey Form View
Quality Survey View
Recording Annotation Add, Delete, Edit, View
Recording Encryption Key Edit, View
Recording Recording Segment View
Recording Recording Download, Restore, View
Recording Screen Recording Download, Restore, View
Speech And Text Analytics Topic View
Voicemail ACD Voicemail Delete, View

Modify default permissions

While the default permissions are a good starting point, you can change settings to fit your organization. The following example shows how to restrict the Quality Administrator access to recordings to a single queue:

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. In the list, search for or locate Quality Administrator and click Edit Role.
  4. In the permissions list, expand the Recording group.
  5. In the table row for recording, choose the conditions, click Add Conditions.
  6. In the Conditions screen, choose a condition, operator, and value, such as:
    • Condition Type: Queue
    • Operator: Equals
    • Value: Support

Configure QM permission conditions

This setting restricts the Quality Administrator access to recordings from the Support queue.

  1. Click Submit.

For more information about customizing Genesys Cloud roles, see Edit a role and Roles and permissions overview. For more a complete summary of Genesys Cloud roles and permissions, see Products, roles, and permissions list.