Quality management roles and permissions
Default permissions
The Quality Administrator and Quality Evaluator roles have the following default permissions.
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 |
Quality | Survey | View |
Quality | Survey Form | Add, delete, disable, edit, view |
Quality | Evaluation Assistant | Quality, Evaluation Form, Edit |
Quality | Evaluation Assistant | Speech & Text Analytics, Topic, 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 |
Quality | Survey | View |
Quality | Survey Form | View |
Quality | Evaluation Assistant | Speech & Text Analytics, Topic, view |
Recording | Encryption Key | Edit, view |
Recording | Recording | Restore, view, audit |
Recording | Recording Annotation | Add, delete, edit, view, view audit |
Recording | RecordingSegment | 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:
- Click Admin.
- Under People and Permissions, click Roles/Permissions.
- In the list, search for or locate Quality Administrator and click Edit Role.
- In the permissions list, expand the Recording group.
- In the table row for recording, choose the conditions, click Add Conditions.
- In the Conditions screen, choose a condition, operator, and value, such as:
- Condition Type: Queue
- Operator: Equals
- Value: Support
This setting restricts the Quality Administrator access to recordings from the Support queue.
- 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.