User Guide

Introduction
September 2009 17
Evaluators
Evaluators can view contacts for all currently active groups, teams, and agents. They
cannot see any contacts made by deactivated groups, teams, and agents.
Archive Users
Archive users can view all archive contacts made by all active and inactive groups,
teams, and agents.
Agents and Knowledge Workers
Agents and knowledge workers can view only training recordings and their own
evaluated contacts. They can also see their own archive recordings if enabled by the
administrator.
Scoping Differences Between Dashboard and
Reports
The QM dashboard and QM reports display information based on date ranges, roles,
and organizational changes. Each displays the data in a slightly different way.
Table 3
summarizes how the values reported are different, based on where the information is
viewed.
Table 3. Scoping Differences Between Dashboard and Reports Data
Information
Type Dashboard Reports
Date ranges Displays only completed
months. For example, the Past
Month is the last completed
month.
Uses explicit date ranges
selected by the user.
Roles Displays data based on the
current role.
For managers and supervisors,
the reports available are based
on the current role. The
groups, teams, and agents
that are available for selection
are based on the groups or
teams that are currently
managed or supervised, and
which agents are currently on
those teams.