User not present in Quality Management and Speech Analytics

Symptom

User not being populated in Quality Management & Speech Analytics.

Applies To

• Quality Management and Speech Analytics.

Resolution

1. Find the user in Admin Console.
2. Reset the user to default settings.
   
3. Remove the Contact Center (VCC) license from the user. Save the settings.
   
4. Add the Contact Center (VCC) license back, but don't save just yet.
5. Change the Contact Center (VCC) extension to a different available one and save the changes.
   
6. Re-add agents to the required queues and change the workplace phone to a VO extension or a full DID.
7. The user now appears in the QM platform. 

Cause

This is caused by a sync issue between Admin Console and Quality Management.