Edit

Quality management security roles in the Workforce Engagement Management app (preview)

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Three security roles govern quality management access in the Workforce Engagement Management app: Quality Admin, Quality Manager, and Quality Evaluator. These roles also govern quality management outside the app. If you already use quality management, your existing role assignments apply in the app.

Use this article to compare privileges, choose a role, and assign it to a user.

Important

Assigning these roles also affects quality management access outside the Workforce Engagement Management app. Review a role's privileges before you assign it.

Available roles

Role Intended users
Quality Admin Administrators who configure quality management and need full access, including screen recording download and deletion.
Quality Manager Quality managers who define evaluation criteria, plans, and governance policies and oversee evaluation outcomes.
Quality Evaluator Evaluators who complete and assign evaluations against defined criteria.

Privileges by capability

The following tables list the privileges assigned to each role.

Screen recording

Privilege Quality Admin Quality Manager Quality Evaluator
Create a screen recording No No No
Play back a screen recording Yes Yes Yes
Download a screen recording Yes No No
Delete a screen recording Yes No No

All three roles can play back screen recordings, but none can create them. Only Quality Admin can download or delete screen recordings. Downloading moves recorded material outside its original context, and deleting removes it permanently.

Evaluation criteria

Privilege Quality Admin Quality Manager Quality Evaluator
Create evaluation criteria Yes Yes No
Read evaluation criteria Yes Yes Yes
Write evaluation criteria Yes Yes No
Delete evaluation criteria Yes Yes No
Run a simulation Yes Yes No
Extend criteria Yes Yes No

Evaluation plans

Privilege Quality Admin Quality Manager Quality Evaluator
Create an evaluation plan Yes Yes No
Read an evaluation plan Yes Yes No
Write an evaluation plan Yes Yes No
Delete an evaluation plan Yes Yes No

Evaluations

Privilege Quality Admin Quality Manager Quality Evaluator
Create an evaluation Yes Yes Yes
Read an evaluation Yes Yes Yes
Write an evaluation Yes Yes Yes
Delete an evaluation Yes Yes No
Assign an evaluation Yes Yes Yes
Override a submitted evaluation Yes Yes No
Inactivate an evaluation Yes Yes No

Quality Evaluator can create, complete, and assign evaluations, but can't delete them, override submitted evaluations, or inactivate them. Quality Admin and Quality Manager retain those privileges so that completed evaluation records remain auditable.

Governance

Privilege Quality Admin Quality Manager Quality Evaluator
Create a governance policy Yes Yes No
Read a governance policy Yes Yes No
Write a governance policy Yes Yes No
Delete a governance policy Yes Yes No
Run a simulation Yes Yes No
Read violation logs Yes Yes No
Read governance execution status Yes Yes Yes

Only Quality Admin and Quality Manager can create and review governance policies. All three listed roles can read governance execution status. Quality Evaluator can check whether a policy check ran against an interaction without access to the policy definition or violation logs.

Administration

Only Quality Admin can open Admin settings and configure quality management. Settings cover quality evaluation, governance, and screen and call recording.

Choose a role

If the user needs to Assign this role
Configure quality management, or download or delete screen recordings Quality Admin
Define evaluation criteria, plans, and governance policies Quality Manager
Complete and assign evaluations against existing criteria Quality Evaluator

A user can have multiple roles. Assign a workforce management role as well if the user needs access to both the quality management and workforce management areas of the app. Read Workforce management security roles.

Assign a role to a user

  1. Sign in to the Power Platform admin center.
  2. In the site map, select Environments, and then select your environment.
  3. Select Settings > Users + permissions > Users.
  4. Select the user to update, and then select Manage security roles.
  5. Select the quality management role to assign.
  6. Select Save.

The Workforce Engagement Management app appears in the user's list of apps the next time they sign in.

How role assignment affects app visibility

Users must have a quality management role listed in this article or a workforce management role to access the app. Users without one of these roles don't have the app in their list of apps.

Learn more in Workforce Engagement Management app.

  • Last updated on