---
schema_version: "1"
id: 3f35755caee9ebf01a438763bb4ce80a90a0151b4bb21b03600923274b6fb3e0
title: Quality Management User Personas
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_quality_management_user_personas.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management_user_personas.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: da692e13151562d75c55f516c2de27ccf6538d73c213d66ce8591342c0342b9e
description: Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Quality Management User Personas

Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:40%">
        <col style="width:60%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d53764e58">Persona</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d53764e61">Permission Sets</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Manager</td>

          <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 ">
            <p>Agentforce Contact Center Quality Manager</p>
            <p>Industries Assessment</p>
            <p>OmniStudio Admin</p>
            <p style="margin-bottom:0;">Prompt Template User</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Analyst</td>

          <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 ">
            <p>Agentforce Contact Center Quality Analyst</p>
            <p>Industries Assessment</p>
            <p>OmniStudio User</p>
            <p style="margin-bottom:0;">Prompt Template User</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Viewer</td>

          <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 ">
            <p>Agentforce Contact Center Quality Viewer</p>
            <p>Industries Assessment</p>
            <p style="margin-bottom:0;">OmniStudio User</p>
          </td>

        </tr>
      </tbody>
    </table>

Quality Management User Personas

 
| Persona | what a user can do |
| --- | --- |
| Quality Manager | Can create, configure, and activate evaluation form templates; define grading questions, input data types, and analytics categories; and establish numeric scoring point values or answer option rubrics. |
| Quality Analyst | Can view rep performance dashboards and template reports; filter voice calls, messaging sessions, or cases for QA review; initiate evaluation scorecards on interaction records; select human participants and forms; input evaluation answers and text comments; or modify previously submitted assessments. |
| Quality Viewer | Can view personal aggregate quality percentages and performance rating tiers on handled interaction records; read completed scorecards; or view specific question-by-question evaluator feedback in a read-only view. |