This tab is only available when your environment is inContact WFO-enabled. When you create a new security profile, or modify an existing security profile, you can determine the power users with the security profile have over quality management.
For more information, see Security Profiles Overview.
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 |
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| 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 |