Symptom

Applies To

• Quality Management and Speech Analytics

Resolution

• Is the individual in the correct group? 
  1. Log in to Quality Management and Speech Analytics as a super user/admin
  2. Go to the Settings icon
     
     
  3. Go to the Users Tab
     
     
  4. Search the User Name
     
     
  5. Click on the user name from the list below
  6. On the right-hand side, expand out Groups
     
     
  7. Make sure the correct Group is selected for the user

• If the user is in the correct group, does the person who can't see the user have the permissions to view that group? 
  1. Log in to Quality Management and Speech Analytics as a super user/admin
  2. Go to the Settings icon
     
     
  3. Go to Users Tab
     
     
  4. Search for the supervisor that is trying to view the user
     
     
  5. Click on the user name from the list below
  6. On the right hand side expand out Groups
     
     
  7. Make note of the groups the supervisor is in
  8. Go to the Groups section
     
     
  9. Search for the Group the supervisor is in
     
     
  10. Select the Group and expand out the Assigned Roles section
      
      
  11. Make note of the role name
  12. Select the Roles tab
      
      
  13. Search for the Role
      
      
  14. Select the Role
  15. Expand the Authorized Groups section
      
      
  16. Check to see if the role can see the group the agent to be monitored is in. (Make sure it's checked)

• If all of the above is selected correctly, the last thing to check is for conflicting roles, especially with the Agent role.    
  • For instance - if you have Agent role (that says see no groups in Authorized groups) and you have an administrator role (that says to see x,y,z groups) it will cause a conflict which can cause ad hoc groups or agents to become invisible to the supervisor. 
  • Make sure no groups you are in have conflicting roles. 

Additional Information