QM Tools Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for CXone Mpower QM, you won't see these permissions.

For more information, see Roles.

To quickly find specific information on this page, press Ctrl+F on your computer keyboard. In the resulting text box, type the information you are looking for.

You can refer a link from Learning Community to know detailed list of permissions for different roles. Links is accessible to the customers and partners with proper credentials.

General Permissions

My Legacy Dashboard

Controls access to the Legacy Dashboard application in the app picker.

  • View: Users can view the Dashboards and Widgets on this Dashboard built by other users for them to view.

  • Edit: Users can edit and create new Dashboards and their Widgets.

This permission is typically assigned to managers.

Review Evaluations

You can turn this permission on or off. By turning this permission on, you allow users to review assigned evaluations.

QM Supervisor Dashboard

Enables users to turn QM Supervisor Dashboard on or off.

Evaluations

Evaluation Forms

Enables users to do the following with evaluation forms in the Form Manager feature:

  • View: Users can view Evaluation Form Templates.

  • Edit: Users can edit Evaluation Form Templates.

  • Create: Users can create Evaluation Form Templates.

  • Delete: Users can delete Evaluation Form Templates.

Quality Plans

Enables users to do the following in the Quality Planner feature:

  • View: Users can view the Quality Plans and their status.

  • Edit: Users can edit existing Quality Plans.

  • Create: Users can create new Quality Plans.

  • Delete: Users can delete existing Quality Plans.

Form Manager

You can turn this permission on or off. By turning this permission on, you enable users to navigate to and access the Form Manager feature.

Perform Evaluations

Enables users to do the following in evaluations:

  • View: Users can view evaluations created on Agents.

  • Evaluate: Users can evaluate employee interactions, subject to any data restrictions that apply.

  • Replace: Allows evaluators to replace evaluation tasks with new ones that match the same filter criteria.

  • Delete: Users can delete evaluations in a Complete status.

  • Assign: Users can assign evaluations to other users.

  • Edit All: Users can edit evaluations performed by anyone.

  • Edit Own: Users can only edit evaluations performed by themselves.

History

You can turn this permission on or off. By turning this permission on, you allow users to view the history of the evaluation form.

Appeal

You can turn this permission on or off. By turning this permission on, you allow users to appeal.

The ‘Appeal’ permission should be assigned only to other users who need to appeal, not to agents. This permission is intended for use in conjunction with the ‘Supervisor can Appeal’ workflow settings and should be assigned to a supervisor or another role that appeals on behalf of the agent, rather than directly to the agent role.

My Zone

The permissions in this section govern QM-related actions that are performed, or features that appear, in the My Zone application.

Calibrations

Enables users to do the following with calibrations:

  • View: Users with the View permission also have access to the Calibration widget in the Legacy Dashboard application.

  • Create: Users can create new calibration sessions.

  • Delete: Users can delete calibration sessions that have been completed which they initiated.

Performance Monitoring

You can turn this permission on or off. By turning this permission on, you grant users access to performance monitoring in the My Zone application, to the Team Performance and Agent Scoring widgets in the Legacy Dashboard application, and to all QM reports in the Reporting application. This permission is typically assigned to managers.

To view data in My Zone > Performance Monitoring, you need permission for that tab. You also need ‘View’ permissions for Employees, Teams, and Groups (in the Admin section), ‘View’ for Evaluation Forms (in the Form Designer section), ‘View’ for Quality Plans (in the QP Setup section), and ‘Review Evaluations’ (in the General QM Permissions section).

Plan Monitoring

You can turn this permission on or off. By turning this permission on, you grant users access to quality plan monitoring and to the Plan Status widget in the Legacy Dashboard application.

Evaluations

You can turn this permission on or off. By turning this permission on, you grant users access to the My Evaluations feature. This permission is typically assigned to agents.

Self Assessments

Enables users to do the following with all self-assessments initiated and completed in CXone Mpower:

  • View: Users can view Self Assessments.

  • Initiate: Users can initiate the self-assessment workflow.

  • Delete: Users who have initiated a Self Assessment can delete it. However, users with this permission cannot delete a Self Assessment that they did not assign themselves.

Only grant access to users who need to send out self-assessments or those that need to look at the results.

Agents should not have access to self-assessments. If you enable a view for an agent role, the agent will see all self-assessments completed for all agents.

Tasks

You can turn this permission on or off. By turning this permission on, you grant users access to the My Tasks feature. This permission is typically assigned to evaluators.

Completed Tasks

You can turn this permission on or off. By turning this permission on, you grant users access to the Completed tab under My Tasks feature.

Legacy Dashboard Widgets

These permissions control user access to QM-related widgets available with the Legacy Dashboard application. Some QM widgets are related to specific QM features. Permissions to access those widgets are included in the feature's permission (for example, Performance Monitoring) as described earlier in this topic. To learn more, see QM Widgets.

Top Categories

Enables users to turn the top categories widget on or off.

Category Over Time

Enables users to turn the category overe time widget on or off.

Category Manager

Analytics Category Manager

Enables users to do the following with analytics category manager:

  • View: Users can view the Quality ManagementCategory Manager application.

  • Create: Users can create new Quality Management Categories.

  • Update: Users can update (edit) Quality Management Categories.

  • Delete: Users can delete Quality Management Categories.

Data Extraction APIs

QM Workflows API

You can turn this permission on or off. By turning this permission on, you allow the user to extract information about evaluations, self-assessments, calibrations, and Q&A data using the QM Workflow API. For more information on CXone Mpower APIs, including the QM Workflow API, visit the DEVone developer site at developer.niceincontact.com.