Quality Management roles

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

This article covers:

Prerequisites for managing Quality Management roles

• Account owner or admin privileges
• Quality Management license

Default roles

A user’s Quality Management role determines what they have access to see and do inside of Quality Management. There are 3 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:
6. • Role name: Enter a display name to identify the custom role.
   • Description: Enter an internal description for the role.
7. Click Add.
8. 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.

Role permissions

User and Permission Management section

• Administer QM
• QM User Management
• QM Role Management

Interactions section

• All Interactions
• Interaction Metrics
• Comments
• Performance Management
• Create Disputes
• Create Interactions
• Edit Transcriptions and Interaction Details
• Delete Interactions
• Download Interaction Recordings

Performance Management section

• Scorecard Management
• Assign Evaluations