Quality management roles and permissions


Default permissions

The roles with default permissions for quality management are Quality Administrator and Quality Evaluator. 

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
Conversation Communication View
Quality Calibration Add, delete, edit, edit sign-off, edit score, view, view audit
Quality Evaluation Add, delete, edit, view, view audit
Quality Evaluation form Add, delete, edit, view
Recording Encryption key Edit, view
Recording Recording Delete, edit retention, restore, view, view audit
Recording Recording annotation Add, delete, edit, view, view audit
Recording Retention policy Add, delete, edit, view
Reporting Quality 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
Conversation Communication View
Quality Evaluation Edit score, view, view audit
Quality Evaluation form View
Recording Encryption key Edit, view
Recording Recording Restore, view, audit
Recording Recording annotation Add, delete, edit, view, view audit

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, find 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

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

  1. Click Submit to save the conditions.

For more information about customizing PureCloud roles, see About roles and permissions. For more a complete summary of PureCloud roles and permissions, see Products, roles, and permissions list.