Maintenance Manual

Personnel
User Roles and Privileges
84
Administrator
The administrator has the following privileges:
• Access Quality Management Administrator and configure the system and users
for Quality Management.
• Access Quality Management in Calabrio ONE Workforce Management and
configure the Dashboard view by role (lock down the Dashboard).
Administrator Considerations
The administrator role was created when you installed/upgraded Quality
Management.
The administrator does not require a license to log into Quality Management. You only
need to assign a license to the administrator if you want to record the administrator.
The administrator is a Quality Management user not an ACD user or AD Account user.
NOTE: Do not configure an ACD user or AD Account user with
administrator as a username. If an ACD user or AD Account user exists
with administrator as a user name, you can assign a license to this
user and record the user’s calls, but this user cannot log into Quality
Management. Duplicate usernames default to the Quality
Management user, in this case administrator.
Agents and Knowledge Workers
Agents and knowledge workers have the following privileges.
• View their own quality scores and the aggregate quality scores for their team
and group on a dashboard.
• Export recordings within their scope, if enabled.
• Review evaluation results on their own scored contacts.
• Enter comments on their scored evaluations.
• View their own historical reports.
• Access recordings of their own contacts, if enabled.
NOTE: Agents who are not assigned to a team can still log into Workforce
Optimization and access their contact recordings.