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Can Not See Certain Agents or Groups in Quality Management and Speech Analytics

  • Published on May 21, 2026
  • 1 minute(s) read
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Symptom

In Quality Management and Speech Analytics, some people can't see certain individuals or groups. 

Applies To

  • Quality Management and Speech Analytics

Resolution

There are a few things that need to be checked in the instance someone can't see an individual or a group in QM. 

  • 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
      clipboard_e5d42126b7f7201c6a4432a9d7a50352c.png

    3. Go to the Users Tab
      clipboard_e87e4ce2e65b64101953bc619dcd94032.png

    4. Search the User Name
      clipboard_e8452f03e6b9b0a83720214a6a94868e5.png

    5. Click on the user name from the list below

    6. On the right-hand side, expand out Groups
      clipboard_ecf6bcd200d22e0d080aa257399abde04.png

    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
      clipboard_e5d42126b7f7201c6a4432a9d7a50352c.png

    3. Go to Users Tab
      clipboard_e87e4ce2e65b64101953bc619dcd94032.png

    4. Search for the supervisor that is trying to view the user
      clipboard_e8452f03e6b9b0a83720214a6a94868e5.png

    5. Click on the user name from the list below

    6. On the right hand side expand out Groupsclipboard_ecf6bcd200d22e0d080aa257399abde04.png

    7. Make note of the groups the supervisor is in

    8. Go to the Groups section
      clipboard_ea1a386908ca4ac9cc9cfaa56effb2a57.png

    9. Search for the Group the supervisor is in
      clipboard_e6f5b08b2871791dad67876b16ba7ec96.png

    10. Select the Group and expand out the Assigned Roles section
      clipboard_e91fc983c443fccb3b001df01a8de18b7.png

    11. Make note of the role name

    12. Select the Roles tab
      clipboard_e3dde1cf0c390bff59d4a54d08ceec7ad.png

    13. Search for the Role
      clipboard_e60e91bd343cc00ae4e4cefa1d5765cf9.png

    14. Select the Role

    15. Expand the Authorized Groups section
      clipboard_e5fe2a98dce844598731412cdc08bfd70.png

    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

Best practice is to have one only 1 Group assigned to one user and be careful not to include the agent group of seeing no other group if you are to be seeing people. 

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