Definition

A ZenOps role is a starting point for a person's permissions. The workspace's QA product access and the person's Quality permission determine which QA pages and actions they can use. A role name by itself does not grant every QA capability.

Context

Use this guide when assigning a pilot team or investigating why someone can see a QA page but cannot change a scorecard, open raw grades, coach an agent, or view a personal result.

Attributes

  • Manage: Can build and publish scorecards, change criteria and category assignments, and use management actions in QA. This is the level for the quality owner who configures the pilot.
  • View Only: Can read published QA configuration and company-wide raw evaluation results, plus published results, coaching, and appeals. It does not grant scorecard editing, manager decisions, or appeal resolution.
  • Team Only: Can read published QA configuration and team-scoped published results, coaching, and appeals. It can support coaching for agents in assigned teams, but only a full Quality manager resolves appeals. It does not open the company-wide raw grade lists, because those runs are tied to tickets and categories rather than a team-scoped person.
  • Own Only: Provides the agent's own My Quality view of published results and shared coaching. It does not open the manager QA workspace or unpublished evaluations.

The Categories area has a separate boundary: changing the service category taxonomy requires company configuration access. A QA reader may open a category's QA configuration without permission to rename or manage the category itself.

An individual result also needs a linked workforce person before it can be published to that agent. If someone cannot see an expected result in My Quality, check whether it was published for that person, not merely scored or reviewed. Managers use QA Analysis for evaluation runs, Coaching for team follow-up, and Appeals to review appeal status. A quality manager can open QA Settings to review configuration and access-dependent settings.

For the setup inputs that sit alongside permissions, see What Data And Access You Need Before QA Setup.