Security Profiles

Security Profiles are lists of permissions to use Quality Management functionality. Each user should be assigned a Security Profile. When you install Quality Management Client the following pre-defined Security Profiles are installed:

  • Agent
  • Privileged User
  • Administrator
  • Limited Admin
  • Manager

These standard profiles broadly provide the requirements of the main Quality Management User types.

Security Profiles provide permission to use the following Quality Management functionality:

 

Agent

Privileged User

Administrator

Limited Admin

Manager

 

Administer Recording/Analytic Profiles

 

 

X

X

 

Add, edit, delete Profiles.

Add/Edit Users

 

 

X

X

 

Add and edit Users.

Import Users from AD

 

 

X

 

 

Import users from Active Directory

Delete Users

 

 

X

 

 

Delete Users.

Change System Settings

 

 

X

 

 

Administer Security Profiles, licenses, services, and general settings. View the contents of the Audit Log.

Reporting

 

 

X

X

X

Access Reporting features.

Configure Alerts

 

 

X

X

X

Configure Alerts

Add/Edit Groups

 

 

X

X

X

Add and edit Groups.

View Live Phone State

X

X

X

X

X

View live call state of any Managed User.

Initiate User Recording

X

X

X

X

X

Make real-time recordings of any Managed User.

Pause User Recording

 

 

X

X

X

Pause a recording of any Managed User.

Playback Recording

 

X

X

X

X

Replay recordings of any Managed User.
Authorizing User for Playback           Authorize others to playback recordings.

Delete Recording

 

 

X

X

X

Delete recordings of Managed User.

Export Recording

 

 

X

X

X

Save a copy of a call recording from any Managed User.

Live Monitor

 

 

X

X

X

Listen to calls of any Managed Users, as they happen.
Live Monitoring Notifications           Allow a notification message to show on the Desktop Agent when a supervisor is monitoring the agent’s call.

Manage Flags

X

X

X

X

X

Manage call flags used by your Managed Users.
Email Recording     X     Email or copy a link for a recording that will automatically open the specified recording.
Override Recording Retention Settings     X X X Retain a recording regardless of the recording retention settings
On-Demand Transcriptions     X X X Demand Transcription on previously recorded recordings
On-Demand Content Analysis     X X X Demand Content Ananlysis on previously recorded recordings
On-Demand Translations     X X X Demand Translation on previously recorded recordings

Create Workflow

 

 

X

X

X

Create Worflows for agent evaluations.

Create Scorecard

 

 

X

X

X

Create criteria for scoring recordings.

Create Evaluations

 

 

X

X

X

Create and edit evaluations for any Managed Users.

Delete Evaluations

 

 

X

X

X

Delete evaluations for any Managed Users.

Quality Management administrators can modify these pre-defined profiles and define new ones.

The Add/Edit Users, Delete Users, and Change System Settings functions together replace Administer Users function in CallRex 4.0.

This section of the Help describes: