Maintenance Manual

Personnel
User Administration
86
Evaluators
Evaluators have the following privileges:
• Select, review, and evaluate contact recordings for all groups.
• Review recordings and add comments to evaluations for agents and
knowledge workers in all groups.
• Approve evaluations, if required.
• Export recordings within their scope, if enabled.
• Update previously-scored evaluations.
• Designate contacts for retention as Training or HR contacts.
User Administration
The User Administration window allows you to:
• Create and configure users.
• Assign the knowledge worker, supervisor, manager, evaluators, and archive
user roles.
• Make group and team assignments.
• License the users using the license added from Site Configuration.
The User Administration window displays one of two versions, depending on whether
or not you configure your system to interface with Microsoft Active Directory.
Active Directory Systems
In an Active Directory system, there are three types of users:
• Active Directory Account. A user set up in Microsoft Active Directory. All users
in Quality Management must be in Active Directory. You can only configure a
user in Quality Management if that user has a first and last name in Active
Directory.
• ACD User. A user set up as an agent and/or supervisor and assigned to a team
in Unified CCX. You can assign an ACD user to manager, evaluator, and archive
user roles in Quality Management.
• Quality Management User. A non-ACD user created in Quality Management.
NOTE: Whenever you modify a user in Unified CCX (for example,
change a user’s name), the modifications do not appear in Quality
Management until synchronization occurs. The synchronization