Symptom
Admins are unable to view, select, or access additional tenants within the Quality Management & Speech Analytics module, even if they have access to Quality Management and Speech Analytics.
Applies To
- Quality Management & Speech Analytics
- Application Panel
Resolution
To resolve this issue, the Primary Administrator must verify that the user is correctly provisioned within the specific target tenant.
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Login to the Application Panel as the Primary Admin.
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Select the Quality Management & Speech Analytics tile for the specific tenant the Admin is struggling to access.
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Navigate to Settings.
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Select Users from the menu.
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Search for and locate the affected user.
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View the User Details panel on the right side of the screen.
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Ensure that the Application Access toggle is set to Enabled.
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Scroll down to the Assigned Groups section.
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Verify the user is assigned to the correct group with the appropriate permissions for that tenant.
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Click Save.
Cause
The authentication and authorization for QMSA operate independently from the Admin Console. Being granted Admin access in the Admin Console does not automatically grant application-level permissions within the QMSA module for every tenant.
Additional Information
The SSO panel and application tiles may experience minor caching delays. If the user still cannot see the tenant after 15–30 minutes, advise them to clear their browser cache or log out and back in.