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Agents cannot open evaluations sent to their email in Quality Management


When users attempt to open an evaluation from their email, the agents are presented with a blank page and limited details about the evaluation.


Applies To

  • Quality Management & Speech Analytics


The reason why the agents cannot open their evaluations is that the role attached to their group is missing permissions that grant them access to view evaluations performed by any user.

  1. Find the agent's group.
  2. Find the group's role.
  3. Navigate to the Authorization Options for that role and then to the Permissions dropdown menu, and enable the following permissions under Evaluations and Templates.

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The issue is caused by missing permissions.

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