Overview

Previously, administrators could control whether to allow evaluations to be queried or not. If ‘No’ was selected, then no user irrespective of role could raise a query against an evaluation.

What has changed?

We have now added more granularity to this configuration, so you can now allow your non-agent roles (e.g. team leaders or managers) to raise queries, while continuing to restrict access to queries for agents.

What options are available?

There are three possible states for how queries can be used.

• Queries are not allowed for any roles
• Queries are allowed but only for non-agents
• Queries are allowed for all user roles

How to make changes to this configuration

Only roles that have the ‘Configure Quality Settings’ permission can make changes to how queries can be used.

• Navigate to Settings > Quality Settings
• Select the ‘Workflow’ tab
• Locate the second section on this tab called ‘Query Settings’
• Select Yes or No to allow evaluations to be queried
• If you select Yes, you can then choose which roles can raise and see queries (all roles or just non-agent roles). You will also be able to set the type of evaluation that can be queried, the maximum number of queries and any query deadlines.
• If you select No, then all other options are hidden and no user will be able to raise or see queries
• Finally hit ‘Save Changes’ to keep your settings