How licenses work for QM, Analytics, and Insights

Licenses grant you legal access to use Workforce Optimization. You use licenses to link the functionality of Workforce Optimization with its roles and permissions.

Licensing model

Provider has a licensing model with subscription billing and uncommitted licenses for Workforce Optimization-hosted deployments.

When you purchase a subscription to Workforce Optimization, you agree to what Provider calls a “minimum monthly commitment”: a minimum number of seats bought at a particular price. If you use more seats than you agree to in your monthly commitment, Provider bills you for each of them. This is called an “uncommitted license.”

Provider bills you periodically, on a monthly, quarterly, or annual basis.

EXAMPLE You have a minimum monthly commitment of 100 QM seats, which satisfies your requirements from February to October. Your contact center is busier during the holiday season (November through January). During this time, you use 150 QM seats, and for these three months you are billed for 100 seats at the committed license rate and for 50 seats at the uncommitted license rate.

Licensing, roles, and permissions

Licenses are linked to the roles that users have in the system. The access that users have to Workforce Optimization functionality is based on their role and the permissions associated with their role. For more information about assigning roles and permissions, see Manage roles and permissions for QM, Analytics, and Insights.

Each active Workforce Optimization user is associated with one or more licenses and can have one or more roles. Each individual license is called a seat. License seats are counted by the number of active users with that licensed role. All customers must have a set number of seats and licenses for each active user.

Active users can be licensed and have access to Workforce Optimization. Inactive users cannot be licensed or have access to Workforce Optimization. When you switch an active user to inactive, their license becomes available, and you can reassign it to other users.

The following types of licenses are available:

Data licenses
Workforce Optimization Access licenses
Administration licenses
Usage licenses
Bot Analytics licenses
Insights licenses

Data licenses

Workforce Optimization users who have capture functions (primarily contact center agents) are associated with a data license. The default agent role is automatically associated with this license type. Data licenses include the following:

Compliance Recording (CR)—Users can be audio recorded and can review their own contacts.
Quality Management (QM)—Users can be recorded and evaluated and can review their own contacts and evaluations (QM Data licenses include CR).
Analytics Essentials—Users can be analyzed and can review analytics data created by their contacts. Users’ audio contacts are transcribed and automatically summarized with Interaction Summary. Users can see agent and customer sentiment and AI reasoning.
Analytics Enterprise—Includes all Analytics Essentials, and users also have access to Trending Topics. Additionally users have trend analysis, which allows you to track changes in sentiment during an interaction.
- Processing for Trending Topics is linked to transcription tasks. If you choose to run a transcription task on historical data, then Trending Topics will process that task, regardless of the date. Usage is independent of the date of the data. For example, if you bought 200 interactions, then you can use that for any time period. If you re-run transcription tasks, then the re-run process only regards the missing transcripts. This means, if you re-run a transcription task, then Trending Topics only regard the missing transcripts.
Desktop Analytics—Users can monitor agents’ desktop activity and application usage. This license is available as an add-on to Provider Compliance Recording (CR), Quality Management (QM), or Workforce Management (WFM).
Monitoring—Users can view agents’ screens live. This license is available as an add-on to Provider Compliance Recording (CR) or Workforce Management (WFM).
Data Management—This license is no longer sold.

NOTE Users with data licenses have limited access to Workforce Optimization functionality. They are restricted to reviewing their own data.

Workforce Optimization access licenses

The Workforce Optimization access license provides a majority of permissions that allow these roles to have access to the full application.

BEST PRACTICE Workforce Optimization access licenses provide full access to the business-facing components of the application. Access licenses are intended for users who have elevated business functions, such as team leaders and administrators. Access licenses allow users to discern key takeaways from interactions, schedules, and analytics data captured by Workforce Optimization.

Bot Analytics license

With a Bot Analytics license, users can monitor and improve the performance and quality of their conversational AI products.

Insights licenses

Insights is Provider’s premier business intelligence product. Insights licenses give users access to Insights. Anyone who needs to create or view Insights content must have an Insights license. A single role needs only one of the two Insights licenses listed below, but each license must be assigned to at least one role.

Insights Reader—Users can view Insights dashboards that are created and shared with them by someone with an Insights Author license.
Insights Author—Users can create and share Insights analyses and dashboards.

License Type	Granted	Additional Licenses
Insights Reader	100% free Reader licenses*	Contact your Provider Account Manager
Insights Author	One free Author license for every 300 users**	Contact your Provider Account Manager

*For every user license purchased for Compliance Recording (CR), Quality Management (QM), Workforce Management (WFM), Analytics, or the Workforce Optimization Bundle, you will receive an equal number of 100% free Reader licenses. The total number of free Reader licenses will match the maximum number of user licenses you’ve committed to for these services.

**You will receive one free Author license for every 300 user licenses purchased for Compliance Recording (CR), Quality Management (QM), Workforce Management (WFM), Analytics, or the Workforce Optimization Bundle. One Author license is always included and, then one more is added for every 300 additional committed licenses. The total number of Author licenses you receive will correspond to the number of committed user licenses purchased.

EXAMPLE If you have 1,000 WFM committed licenses and 500 QM committed licenses, you will receive 1,000 free Reader licenses and four free Author licenses. This is because the free Reader licenses match the total number of committed user licenses, and you get one free Author license for every 300 committed licenses.

Overages

If a customer exceeds the maximum number of committed user licenses for Compliance Recording (CR), Quality Management (QM), Workforce Management (WFM), Analytics, or the Workforce Optimization Bundle and hasn't purchased additional Insights licenses, they will be charged in arrears for those additional Insights licenses.

IMPORTANT Insights license usage begins when you assign a role with Insights permissions to a user account. To avoid unexpected charges, regularly monitor your license usage and ensure you have the correct number of Insights licenses. If you need additional licenses, contact your Account Manager.

Multiple-role user example

A user has an evaluator role associated with a Workforce Optimization access license and an agent role associated with a Quality Management license to capture their own contacts. The evaluator role has some agent functionality and some supervisor functionality. This user is using two licenses: one for Quality Management and one for Workforce Optimization access. In this case, the number of seats available for the Quality Management license and the number of seats for the Workforce Optimization access license both decrease by one. If this user only requires voice recording, a Call Recording license could be used instead of a Quality Management license.

Features available with QM and Analytics licenses

The table below lists the features that are available with different licenses.

Feature	Workforce Optimization Essentials**	Workforce Optimization Enterprise**	Compliance Recording (CR)	Quality Management (QM)	Analytics Essentials	Analytics Enterprise	Analytics Enterprise Plus	Bot Analytics	Desktop Analytics	Monitoring
Record audio or import audio from an ACD	X	X	X	X
Import interactions from digital channels	X	X	X	X	X	X	X
Screen recording	X	X		X
Evaluations	X	X		X
Reporting in Insights	X	X	X	X	X	X	X		X
Live screen monitoring	X	X		X						X
Desktop monitoring	X	X	X	X					X	X
Contact Queue	X	X		X
Automated pause and resume of recording	X	X		X
Create and edit custom metadata associated with contacts	X	X		X
Create and edit evaluation forms	X	X		X
View standard evaluations	X	X		X
Create and view post-call surveys	X	X		X
Export contacts	X	X	X	X
QM views	X	X	X	X
QM workflows	X	X	X	X
Contact tagging	X	X	X	X
Agent Explorer	X	X			X	X	X		X
Transcription	X	X			X	X	X
Sentiment analysis - Agent and Customer	X	X			X	X	X
Sentiment analysis - Trend analysis*		X				X	X
Interaction Summary	X	X			X	X	X
Desktop activity tracking and analytics	X	X			X	X	X		X
Application usage	X	X			X	X	X		X
Desktop manager	X	X			X	X	X		X
Bot Analytics							X	X
Trending topics		X				X	X

*Trend analysis allows you to track changes in sentiment during an interaction.
** Workforce Optimization Essentials and Workforce Optimization Enterprise are bundles. Workforce Optimization Essentials bundles QM, WFM, WFM with Real-time Data Analytics, and Analytics Essentials. Workforce Optimization Enterprise bundles QM, WFM, WFM with Real-time Data Analytics, Vacation Planner Pro, and Analytics Enterprise.