User Guide

Quality Management Desktop User Guide

16 September 2009

The available tabs for the Compliance Recording license are shown in Table 2. Access

to the Reports tab is dependent on the user’s role.

or more information on licensing, see “Licensing Rules” in the Quality Management Administrator

User Guide.

Scoping Rules

Your role not only controls what information is available to you, but also the scope of

that information. In this case, “scope” refers to the contacts you can view and/or

evaluate.

Scoping Rules and HR/Training Recordings

The scoping rules described in this section do not apply to contacts marked as

Training recordings, which can be reviewed by all roles. The scoping rules do apply to

all other recordings, including those marked as HR recordings.

Managers

Managers can view contacts made only by their currently active groups. For example,

if a manager had been assigned to Group A last week, but is now assigned to Group B,

that manager can view only contacts recorded by currently active agents on currently

active teams in Group B. This includes contacts recorded by the Group B agents

before the manager was assigned to Group

B. Managers can also view training and

HR contacts.

Supervisors

Supervisors can view contacts made only by their currently active teams. For example,

if a supervisor had been assigned to Team A last week, but is now assigned to Team

B, that supervisor can view only contacts recorded by currently active agents on Team

B. This includes contacts recorded by the Team B agents before the supervisor was

assigned to Team

Table 2. QM Desktop display tabs per user role for Compliance Recording license

Tab Evaluator Agent

Knowledge

Worker Supervisor Manager