Can Not See Certain Agents or Groups in Quality Management
Symptom
In Quality Management (also known as Quality Rocket or QM) some people can't see certain individuals or groups.
Applies To
- All QM
Resolution
There are a few things that need to be checked in the instance someone can't see an individual or a group in QM.
- Is the individual in the correct group?
- Log into Quality Management as a super user/admin
- Go to Settings icon
- Go to Users Tab
- Search the User Name
- Click on the user name from the list below
- On the right hand side expand out Groups
- Make sure the correct Group is selected for the user
- Log into Quality Management as a super user/admin
- If user is in correct group, does the person that can't see the user have the permissions to view that group?
- Log into Quality Management as a super user/admin
- Go to Settings icon
- Go to Users Tab
- Search for the supervisor that is trying to view the user
- Click on the user name from the list below
- On the right hand side expand out Groups
- Make note of the groups the supervisor is in
- Go to the Groups section
- Search for the Group the supervisor is in
- Select the Group and expand out the Assigned Roles section
- Make note of the role name
- Select the Roles tab
- Search for the Role
- Select the Role
- Expand out the Authorized Groups section
- Check to see if the role can see the group the agent to be monitored is in. (make sure it's checked)
- Log into Quality Management as a super user/admin
- If all of the above is selected correctly the last thing to check is for conflicting roles especially with the Agent role.
- For instance - if you have Agent role (that says see no groups in Authorized groups) and you have an administrator role (that says to see x,y,z groups) it will cause a conflict which can cause ad hoc groups or agents to become invisible to the supervisor.
- Make sure no groups you are in have conflicting roles.
Additional Information
Best practice is to have one only 1 Group assigned to one user and be careful not to include the agent group of seeing no other group if you are to be seeing people.