inContact WFO Admin > SecurityProfiles > WFOModal > Page Details: Security Profile Quality Management WFO Permissions

Page Details: Security Profile Quality Management WFO Permissions

QA Forms

Enables users to build and edit QA forms for any group.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Create Delete

Agent

       
Supervisor        
Manager

QA Evaluations

Enables users to view and access evaluations for any groups to which they have permission, including their own evaluations.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Perform

Agent

   
Supervisor    
Manager

Completed QA Forms

Enables users to view, edit, or delete completed QA evaluations for groups to which they have permission, including their own evaluations. This permission is not required to edit in-progress evaluations.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Delete

Agent

     
Supervisor      
Manager

Evaluator's Name

Enables users to see the name of the evaluator on completed evaluations and in references to those evaluations within inContact WFO.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

 
Supervisor  
Manager

Perform Self Evaluations

Enables users to perform evaluations on their own recorded interactions using self-evaluation forms. Works in conjunction with the Call Records Agent View permissions.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager  

Manage Achievements

Enables users to add a new achievement type for any agent or group. Also allows users to view and edit added achievement types, view a list of achievements awarded to agents, and upload custom icons displayed when achievements are awarded. To award ad hoc achievements, users must have the Award Ad Hoc Achievements permission.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager

Award Ad Hoc Achievements

Enables users to award an existing ad hoc achievement type to any agent or group to which they have permission. To add or edit achievement types, users must have the Manage Achievements permission.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager

Content

Enables users to view, modify, or delete existing files in the content library, or to upload new files to the content library.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Create Delete

Agent

       
Supervisor        
Manager

Content Categories

Enables users to add, edit, or delete the categories used to organize the content library.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Create Delete

Agent

       
Supervisor        
Manager

Content Acknowledgements

Enables users to view the Content Acknowledgements page, where users can see whether assigned content has been reviewed by agents.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

 
Supervisor  
Manager

Global Deduction Calculation Settings

Enables users to view, edit, or override the administrative setting that controls how negative scores are displayed on evaluations or to override. Users with this permission can view the entire Web Portal Settings page, but cannot change any settings other than Quality Management Settings unless they also have the System Configuration permission. This permission should only be granted in conjunction with QA Forms, since the override must be enabled during creation of the form.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Override

Agent

     
Supervisor      
Manager

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