Users are individuals who have access to and can perform tasks in the NICE Uptivity Web Portal. They also appear in NICE Uptivity Web Portal searches and in Uptivity reporting. Users may include agents, supervisors, system administrators, and others.
QA Groups are collections of users you define in a way that makes sense for your organization. For example, QA Groups could be based on:
- Skills on your ACD
Acronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. / PBXAn acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office. - Departments (sales, service, billing, and so forth)
- Teams in your contact center (John's Team, Legends Team)
- Clients (for an outsourcer)
- Geographic locations
