Assign security profile permissions for users to create and access evaluation forms

To allow users to create, automate, and access evaluation forms, assign the following Analytics and optimization security profile permissions:

• Evaluation forms - perform evaluations: Allows a user, such as a Quality Assurance team member, to use an evaluation form to review a contact. For an example image, see Evaluate agent performance. Allows them to search evaluations by evaluation form, score, last updated date/range, evaluator, and status. Allows them to view the evaluation form audit trail.

• Evaluation forms - manage form definitions: Allows admins and managers to create and manage evaluation forms.

• Rules: Permissions to create, view, edit, and delete rules are required to automatically categorize contacts based on certain agent behaviors and customer outcomes. These contact categories can be used to configure automation on evaluation forms. In addition, rules permissions are needed to create a rule to submit automated evaluations.

• Evaluation forms - ask AI assistant: Provides access to the Ask AI button while performing evaluations. The Ask AI button enables the user to get generative AI-powered recommendations for answers to questions in evaluation forms.

The Admin security profile has these permissions by default.

For information about how to add more permissions to an existing security profile, see Update security profiles.