Quality Management Administrator

[carpiord19]

Hello all.. i'm having an issue changing roles for a user in QM admin.  This user was an agent and has since moved dept and is now in a group that doesn't require her to log into agent but the manager does have their calls being recorded.  So basically a knowledge worker.. but the user is stuck as an agent and all my options are grayed out to make any changes.

I have completely removed her from being in an agent in UCCX

[Gabriel Saavedra]

Can you try to synchronize the databases from the QM Administrator. In the file tab and then click the synchronize databases option.

[carpiord19]

Hello.. yup I did try the database synch.. but still nothing..

[rossporubski]

When all else fails reset the CCX engine after hours outside of production. She'll be removed after the reboot.

[jasonlnielsen]

What version of QM and UCCX are you using?

Did you also remove this individual from the Inactive agents in UCCX? Remove Inactive agents and then resync the Database from the QM Administrator.

Please rate if this helps.

Jason

[carpiord19]

Hi.. I checked the list and she doesn't even show up in their!!...