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User Not Present in Quality Management and Speech Analytics

Symptom

User not being populated in Quality Management and Speech Analytics.

Applies To

  • Quality Management and Speech Analytics

Resolution

  1. Log in to Admin Console.
  2. Select Users.
  3. To the right of the affected user, select More Options (three dots).
  4. Select Reset to default settings.

  5. Remove the Contact Center (VCC) license from the user by selecting the X to the right of the license. Save the settings.

  6. Add the Contact Center (VCC) license back, but don't save just yet.
  7. Change the Contact Center (VCC) extension to a different available one and save the changes.

  8. Re-add agents to the required queues and change the workplace phone to a 8x8 Work extension or a full DID.
  9. The user now appears in the QM platform.

Cause

This is caused by a sync issue between Admin Console and Quality Management.