Why can't my agent log into Quality Management

Symptom

Agent can't log into Quality Management

Applies To

• Quality Management

Resolution

A user must either be an admin or super user at the account level or have a Contact Center user license in order to access Quality Management

Also they must have the correct permissions set within Quality Management. To check this follow the steps:

• Log into Quality Management
• Go to settings
  
• Once there you will see Users, Groups and Roles. 
  

Users need to be assigned to at least one group to do this:

• Search for the user
• Click on user to get the right hand box pop up
• Select the people icon to see the groups at the bottom of the box
  
• You can expand out the groups to see what groups the user is in
  

Check each group for a role as follows

• Click on Groups
  
• Search for the group
• Click the name of the group to bring up the right hand menu
  
• Click the icon that looks like a case to view the roles
  
• Expand out the roles to view which ones are assigned
  
   

Each group needs to have at least one role 

Check Role permissions 

• Click on Roles
  
• Search role name
• Click on roles to see the options
  
• Scroll to the bottom to confirm the permissions the role has
  

Additional Information

Please wait at least 15 minutes between giving an individual admin level access or a Contact Center user account before having them try to access Quality Management.