---
title: "User Not Present in Quality Management and Speech Analytics"
slug: "user-not-present-in-quality-management-and-speech-analytics"
updated: 2026-05-17T16:40:10Z
published: 2026-05-21T21:26:29Z
canonical: "help.8x8.com/user-not-present-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.

# User Not Present in Quality Management and Speech Analytics

## Symptom

User not being populated in Quality Management and Speech Analytics.

## Applies To

- Quality Management and Speech Analytics

## Resolution

1. Log in to Admin Console.
2. Select **Users**.
3. To the right of the affected user, select **More Options** (three dots).
4. Select **Reset to default settings**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image1723130720119.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A03%3A49Z&se=2026-11-04T00%3A03%3A49Z&sr=c&sp=r&sig=062zGiLNcRzVEjn0%2FdTjovWBX1CDlwNYEWJ3IVwqZmk%3D)
5. Remove the Contact Center (VCC) license from the user by selecting the X to the right of the license. Save the settings.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image1723130727012.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A03%3A49Z&se=2026-11-04T00%3A03%3A49Z&sr=c&sp=r&sig=062zGiLNcRzVEjn0%2FdTjovWBX1CDlwNYEWJ3IVwqZmk%3D)
6. Add the Contact Center (VCC) license back, but **don't save just yet.**
7. Change the Contact Center (VCC) extension to a different available one and save the changes.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image1723130733329(1).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A03%3A49Z&se=2026-11-04T00%3A03%3A49Z&sr=c&sp=r&sig=062zGiLNcRzVEjn0%2FdTjovWBX1CDlwNYEWJ3IVwqZmk%3D)
8. Re-add agents to the required queues and change the workplace phone to a 8x8 Work extension or a full DID.
9. The user now appears in the QM platform.

## Cause

This is caused by a sync issue between Admin Console and Quality Management.