Adminstering Quality Management roles

Quality Management admins can use the role management feature to control access to Quality Management related features and settings in the Zoom web portal.

Requirements for adminstering Quality Management roles

• Account owner or admin privileges
• Quality Management license

Quality Management default roles

A user’s Quality Management role determines what they have access to see and do inside of Quality Management. There are 4 default roles that you can add members to. You can’t delete these roles.

• Quality Management Admin: Admins can access and manage all Quality Management features and settings in the web portal and desktop client.
• Quality Management Supervisor: Supervisors manage a group of agents and have access to review their interactions and evaluations.
• Quality Management Evaluator: Evaluators can review interactions and assess performance using scorecards.
• Quality Management Agent: Agents have limited access to view their own interactions and evaluations in Zoom Quality Management but no account management privileges.

How to add members to roles

By default, newly licensed Quality Management users are given the Quality Management Agent role but can be reassigned to one of the 3 other default roles or a custom role.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click User Management then Roles.
3. Click the Quality Management tab.
4. Click the name of the role you want to assign members to.
5. Click the Role Members tab.
6. Click Add Members.
7. Enter names or email addresses to specify users to add as members.
8. Click Add.

How to add a new custom role

1. Sign in to the Zoom web portal.
2. In the navigation menu, click User Management then Roles.
3. Click the Quality Management tab.
4. Click Add.
   Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon in the last column, then click Duplicate.
5. Specify the following information:
   • Role name: Enter a display name to identify the custom role.
   • Description: Enter an internal description for the role.
6. Click Add.
7. Change the role privileges as needed.

How to edit role settings and privileges

1. Sign in to the Zoom web portal.
2. In the navigation menu, click User Management then Roles.
3. Click the Quality Management tab.
4. Click the name of the role you want to edit.
5. Change the role privileges as needed.

List of Quality Management role permissions

User and Permission Management

• Administer QM
• QM User Management
• QM Role Management
• QM Team Management

Interactions

• All Interactions
• Interaction Metrics
• Team Interactions
• Comments
• Performance Management
• Create Disputes
• Create Interactions
• Edit Transcriptions and Interaction Details
• Delete Interactions
• Download Interaction Recordings
• Allow Agent Screen Recordings
• Delete Agent Screen Recordings
• Moments
• Allow Exporting

Performance Management

• Scorecard Management
• Assign Evaluations
• Automations

Analytics and Reports

• Analytics and Reports
• Allow Exporting
• Subscription