Maintenance Manual

Personnel
User Roles and Privileges
85
Supervisors
Supervisors have the following privileges:
• View dashboard with their team’s and group’s quality scores and details of
individual agents within their team
• Enter comments on their team’s evaluations.
• Export recordings within their scope, if enabled.
• Approve evaluations for agents in their teams, if required.
• Designate recordings in their teams to be retained as Training or HR
recordings.
• View agent and team-level historical reports.
• Evaluate contacts for their team, if enabled to do so.
• Access contact recordings for their team.
Managers
Managers have the following privileges:
• View dashboard with their group’s quality scores and details of individual
teams within their group.
• Review evaluation results on all of their group’s scored contacts.
• Enter comments on their group’s evaluations.
• Approve evaluations for agents in their groups, if required.
• Export recordings within their scope, if enabled.
• Designate contacts for retention as Training contacts.
• View agent, team, group, and enterprise-level historical reports.
• Evaluate contacts for their group, if enabled to do so.
• Access contact recordings for their group.
Archive Users
Archive users have the following privileges:
• Search, review, and export contact recordings for all of the agents and
knowledge workers across the enterprise.
• Access contact recordings for deleted users.