---
title: "Can Not See Certain Agents or Groups in Quality Management and Speech Analytics"
slug: "can-not-see-certain-agents-or-groups-in-quality-management-and-speech-analytics"
updated: 2026-05-21T17:38:39Z
published: 2026-05-21T21:26:29Z
canonical: "help.8x8.com/can-not-see-certain-agents-or-groups-in-quality-management-and-speech-analytics"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

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

# 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](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e5d42126b7f7201c6a4432a9d7a50352c.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  3. Go to the **Users** Tab ![clipboard_e87e4ce2e65b64101953bc619dcd94032.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e87e4ce2e65b64101953bc619dcd94032.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  4. Search the User **Name** ![clipboard_e8452f03e6b9b0a83720214a6a94868e5.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e8452f03e6b9b0a83720214a6a94868e5.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  5. Click on the user name from the list below
  6. On the right-hand side, expand out **Groups ![clipboard_ecf6bcd200d22e0d080aa257399abde04.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_ecf6bcd200d22e0d080aa257399abde04.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)**
  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](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e5d42126b7f7201c6a4432a9d7a50352c.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  3. Go to **Users** Tab ![clipboard_e87e4ce2e65b64101953bc619dcd94032.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e87e4ce2e65b64101953bc619dcd94032.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  4. Search for the supervisor that is trying to view the user ![clipboard_e8452f03e6b9b0a83720214a6a94868e5.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e8452f03e6b9b0a83720214a6a94868e5.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  5. Click on the user name from the list below
  6. On the right hand side expand out **Groups![clipboard_ecf6bcd200d22e0d080aa257399abde04.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_ecf6bcd200d22e0d080aa257399abde04.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)**
  7. Make note of the groups the supervisor is in
  8. Go to the **Groups** section ![clipboard_ea1a386908ca4ac9cc9cfaa56effb2a57.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_ea1a386908ca4ac9cc9cfaa56effb2a57.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  9. Search for the **Group** the supervisor is in ![clipboard_e6f5b08b2871791dad67876b16ba7ec96.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e6f5b08b2871791dad67876b16ba7ec96.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  10. Select the Group and expand out the **Assigned Roles** section ![clipboard_e91fc983c443fccb3b001df01a8de18b7.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e91fc983c443fccb3b001df01a8de18b7.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  11. Make note of the role name
  12. Select the **Roles** tab ![clipboard_e3dde1cf0c390bff59d4a54d08ceec7ad.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e3dde1cf0c390bff59d4a54d08ceec7ad.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  13. Search for the Role ![clipboard_e60e91bd343cc00ae4e4cefa1d5765cf9.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e60e91bd343cc00ae4e4cefa1d5765cf9.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  14. Select the Role
  15. Expand the **Authorized Groups** section ![clipboard_e5fe2a98dce844598731412cdc08bfd70.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e5fe2a98dce844598731412cdc08bfd70.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A38%3A33Z&se=2026-11-04T00%3A38%3A33Z&sr=c&sp=r&sig=j4206KB171TCkWeoU%2FLtVyiahfhoi3%2FwBd079wpWGbE%3D)
  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.