Quality management roles and permissions

AI-generated summary

Genesys Cloud provides role-based access control through two primary quality management roles: Quality Administrator and Quality Evaluator, each with distinct permissions tailored to specific operational functions. The Quality Administrator oversees contact center quality operations with comprehensive permissions including management of encryption keys, quality policies, evaluation forms, calibrations, recordings, and annotations. This role can create and modify evaluations, access analytics across conversation aggregates and details, manage coaching appointments and schedules, handle all learning assignments, and control recording retention policies and screen recordings. The Quality Evaluator role focuses on scoring agent interactions with permissions to edit evaluations and annotations while viewing chats, recordings, and encryption keys. Quality Evaluators can assign and release evaluations, edit evaluation scores, manage coaching appointments, view learning modules and external assignments, and access recording segments and screen recordings. Both roles include permissions for conversation communication viewing, ACD voicemail management, and speech and text analytics topic access. License costs for each role correspond to the most expensive permission assigned, with specific feature-to-license mappings available in the Genesys Cloud Pricing Guide. Organizations can modify default permissions to align with specific operational requirements, though permission changes may require several minutes to take effect. Genesys Cloud administrators can restrict Quality Administrator access to recordings by queue through the User Management interface by navigating to Roles and Permissions, selecting the Quality Administrator role for editing, expanding the Recording permissions group, and adding conditions that specify queue-based restrictions. Administrators define conditions using parameters such as Condition Type (Queue), Operator (Equals), and Value (specific queue name), which limits the Quality Administrator's access to recordings from only designated queues. After configuring these permission conditions, administrators submit the changes to apply the restrictions. Additional resources for role customization include the Edit a Role documentation, the Roles and Permissions , and comprehensive role and permission details available in the Products, Roles, and Permissions List

Note: Permission changes can take a few minutes to take effect.

Default permissions

The Quality Administrator and Quality Evaluator roles have the following default permissions.

Important: The license for each role corresponds to the most expensive permission assigned to the role. The license represents the cost associated with assigning the role. You can find specific information about features and the licenses required to use them in the on the Genesys corporate website. Under Compare plans, click to expand the feature you want to learn more about.

Quality administrator

The quality administrator oversees quality operations in the contact center. This role has permissions to manage encryption keys, quality policies, and evaluation forms; and create and modify evaluations, calibrations, recordings, and annotations. By default, this role contains the following permissions:

Area	Entity	Permissions
Analytics	Conversation Aggregate	View
Analytics	Conversation Detail	View
Analytics	Data Retention	View
Analytics	Evaluation Aggregate	View
Analytics	Interaction Evaluation Details	View
Analytics	Interaction Survey Details	View
Analytics	Survey Aggregate	View
Architect	Flow	Add, Edit, Search, View
Audits	Interaction Details	View
Coaching	Appointment Conversation	Add
Coaching	Appointment Status	View
Coaching	Appointment	Add, View
Coaching	Schedule Slot	View
Conversation	Communication	View
Integrations	Integration	View
Learning	Assignment	All Permissions
Learning	Module	View
Learning	Schedule Slot	View
Quality	Calibration	Add, Delete, Edit, View
Quality	Evaluation Form	Add, Delete, Edit, Edit AI scoring, View
Quality	Evaluation	Add, Assign, Decline, Delete, Dispute, Edit, Edit Agent Sign-off, Edit Score, Release, View
Quality	Survey Form	Add, Delete, Disable, Edit, View
Quality	Survey	Delete, Edit, View
Recording	Annotation	Add, Delete, Edit, View
Recording	Encryption Key	Edit, View
Recording	Orphan Recording	Delete, Edit, View
Recording	Recording Job	Add, Delete, Edit, View
Recording	Recording	Delete, Download, Edit Retention, Restore, View
Recording	Retention Policy	Add, Delete, Edit, View
Recording	Screen Recording	Download, Edit Retention, Restore, Stop, View
Recording	Settings	Edit Regional Storage, Edit Screen Recordings
Reporting	Quality	View
Routing	Queue	Search, View
Speech And Text Analytics	Data	View
Speech And Text Analytics	Topic	View
Voicemail	ACD Voicemail	Delete, View

Quality evaluator

Quality evaluators score agent interactions. This role has permissions to edit evaluations and annotations, and can view chats, recordings, and encryption keys. By default, this role contains the following permissions:

Area	Entity	Permissions
Audits	Interaction Details	View
Coaching	Appointment Conversation	Add
Coaching	Appointment Status	View
Coaching	Appointment	Add, View
Coaching	Schedule Slot	View
Conversation	Communication	View
Learning	Assignment	All Permissions
Learning	External Assignment	Edit
Learning	Module	View
Learning	Schedule Slot	View
Quality	Evaluation Form	View
Quality	Evaluation	Assign, Decline, Edit Score, Release, View
Quality	Survey Form	View
Quality	Survey	View
Recording	Annotation	Add, Delete, Edit, View
Recording	Encryption Key	Edit, View
Recording	Recording Segment	View
Recording	Recording	Download, Restore, View
Recording	Screen Recording	Download, Restore, View
Speech And Text Analytics	Topic	View
Voicemail	ACD Voicemail	Delete, View

Modify default permissions

While the default permissions are a good starting point, you can change settings to fit your organization. The following example shows how to restrict the Quality Administrator access to recordings to a single queue:

Click Admin.
Under People and Permissions, click Roles/Permissions.
Click Menu > User Management > Roles and Permissions.
In the list, search for or locate Quality Administrator and click Edit Role.
In the permissions list, expand the Recording group.
In the table row for recording, choose the conditions, click Add Conditions.
In the Conditions screen, choose a condition, operator, and value, such as:
- Condition Type: Queue
- Operator: Equals
- Value: Support

This setting restricts the Quality Administrator access to recordings from the Support queue.

Click Submit.

For more information about customizing Genesys Cloud roles, see Edit a role and Roles and permissions overview. For more a complete summary of Genesys Cloud roles and permissions, see Products, roles, and permissions list.

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