Cisco Unified Workforce Optimization Quality Management Desktop User Guide 2.7(3) September 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents 1 2 Overview 7 ■ Introduction 7 ■ QM Desktop Feature Levels 8 ■ Logging In 9 ■ Automated Updates 11 ■ Changing Your Role 12 ■ Changing Your View 13 ■ Logging Out 14 The QM Desktop Interface 15 ■ Introduction 15 Scoping Rules 16 Scoping Rules and HR/Training Recordings 16 Managers 16 Supervisors 16 Evaluators 17 Archive Users 17 Agents and Knowledge Workers 17 Scoping Differences Between Dashboard and Reports 17 Time Zones 18 Time in the QM Desktop Interface 18 Time in QM Desktop R
Contents Detail Statistics for Supervisors and Managers 27 ■ Recordings Tab 29 Sorting Recordings 32 Recording Retention 32 Evaluation View 33 Parts of the Evaluation View Window 33 Playing a Recording 34 Adding Comments to the Evaluation 35 Tagging the Evaluation for Training or HR 36 ■ Reports Tab 38 Report Descriptions 39 Agent Scored Evaluation Report 39 Agent Section Scores Report 40 Agent Trend Report 40 Archive System Access Patterns Report 41 Audit Trail Access Report 41 Enterprise’s Group Avera
Contents 3 Evaluating Contacts 57 ■ Introduction 57 General Procedure for Evaluating a Contact 57 Folders in the Recordings Navigation Tree 58 ■ Evaluating a Contact 59 Evaluating an Agent-Tagged Recording 59 Playing a Recording 60 Completing the Evaluation Form 60 Key Performance Indicator (KPI) Questions 61 Adding Comments to the Evaluation 61 Tagging the Evaluation for Training or HR 63 Editing Contact Metadata 63 Saving the Evaluation 64 Completing the Evaluation 64 Approving the Evaluation 64 Unde
Contents
Overview 1 Introduction Cisco Quality Management (QM) Desktop enables managers, supervisors, agents, knowledge workers, archive users, and evaluators to use the same application to monitor and evaluate the performance of groups, teams, agents, and knowledge workers in a contact center environment. QM Desktop provides summaries and details of the results of agent evaluations on a group, team, and individual agent basis in the QM Desktop dashboard.
Quality Management Desktop User Guide QM Desktop Feature Levels There are three feature levels of QM Desktop: Basic, Advanced, and Compliance Recording. Cisco provides the following license types with these feature levels. ■ For the Basic license type, contact recordings are audio-only for archival and quality management purposes. ■ For the Advanced license type, contact recordings are audio-only for archival purposes and screen and audio for quality management purposes.
Logging In Logging In QM Desktop requires a user name and password in order to log in. Only one instance of QM Desktop can run at a time on your PC. Your password is set up in QM Administrator for you by your administrator.
Quality Management Desktop User Guide ■ If your system uses Windows Active Directory, type your Windows user name, password (the password is case-sensitive), and select your domain (in the Log On To field). ■ If your system does not use Windows Active Directory, type your Windows user name and your QM password. 3. Click OK. You are now logged into QM Desktop. Which view you see depends on your role and license type. See Table 1 on page 15 for more information on roles and permissions.
Automated Updates Automated Updates QM can be configured to enable automated updates. This means that whenever a newer version of QM is installed on the servers, all instances of the client applications (QM Administrator, QM Desktop, and QM Desktop Recording service) will also be updated the next time they are started. When automated updates are enabled, every time you start QM Desktop it checks to see if there is an updated version available. If there is, it automatically runs the update process.
Quality Management Desktop User Guide Changing Your Role If you have been assigned to multiple roles within QM (for instance, if you are both an evaluator and a manager), you automatically log into QM Desktop at the highest role level. Your current role is indicated in the upper right portion of the QM Desktop window (Figure 2). Figure 2.
Changing Your View Changing Your View The QM Desktop dashboard displays one team’s or one group’s information at a time. However, supervisors can be assigned to multiple teams, and managers can be assigned to multiple groups. To access the information for another team or group, you must change your dashboard view. You can change your view only from the Dashboard tab. To change your view: 1. From the menu bar, choose Settings > Change Role or View. The Change Role or View dialog box appears (Figure 4).
Quality Management Desktop User Guide Logging Out You can log out of QM Desktop two ways: ■ Log out and exit (close) the application ■ Log out and leave the application open NOTE: Closing QM Desktop (using the procedure below or by clicking the Close button in the upper right corner of the window) automatically logs you out of the system. The administrator can configure QM Desktop so that after a specified amount of idle time, it automatically times out your session.
The QM Desktop Interface 2 Introduction QM Desktop displays information on tabs. Which tabs you see and the level of information presented on the tabs depends on your role and permissions. Roles, permissions, and licenses are set by the administrator in QM Administrator. The available tabs for the Basic and Advanced licenses are shown in Table 1. Table 1.
Quality Management Desktop User Guide The available tabs for the Compliance Recording license are shown in Table 2. Access to the Reports tab is dependent on the user’s role. Table 2. QM Desktop display tabs per user role for Compliance Recording license Tab Archives Evaluator Agent Knowledge Worker Supervisor Manager Archive User ×* ×* × × × × × Reports† * If enabled by the administrator. † The only reports available with the Compliance Recording license are status and archive.
Introduction Evaluators Evaluators can view contacts for all currently active groups, teams, and agents. They cannot see any contacts made by deactivated groups, teams, and agents. Archive Users Archive users can view all archive contacts made by all active and inactive groups, teams, and agents. Agents and Knowledge Workers Agents and knowledge workers can view only training recordings and their own evaluated contacts. They can also see their own archive recordings if enabled by the administrator.
Quality Management Desktop User Guide Table 3. Scoping Differences Between Dashboard and Reports Data — Continued Information Type Dashboard Reports Content and calculations Calculations and totals are based on the current role. For example, to calculate a group’s current average, all agents currently in the group and all their contacts are calculated into the average, whether or not they were in this group when those contacts occurred.
Introduction Time in QM Desktop Reports In QM Desktop reports that involve single agents, the time associated with a contact is the time the contact occurred at the agent’s location in a format appropriate to the locale, with no time zone designated. In reports that involve multiple agents, the time associated with a contact is in a format appropriate to the locale plus the GMT offset. For example, the time for a contact made by a Chicago agent at 3:42 PM (Chicago time) is displayed as 9:42 PM GMT -06:00.
Quality Management Desktop User Guide To sort a table by multiple columns: 1. Ctrl + click the primary sort column heading. 2. Continue holding down the Ctrl key and then click any other column headings you want to sort the table by. Figure 5. Example of a sortable table About Recordings You can play recordings from the Evaluation View pane. The Evaluation View pane can be accessed from the Recordings tab and the Archives tab.
Introduction When the Evaluation View pane is displayed, the evaluation form and the contact information is visible and the audio portion of the contact starts downloading. Click the Start button in the Playback Control pane to start the recording. Figure 6. Playback controls Before playback During playback Progress Bar Start Volume Control Pause Stop When you click the Start button, the video portion of the recording starts streaming from the Screen Service server.
Quality Management Desktop User Guide Single- and Multiple-Monitor Recordings The Evaluation View window can display recordings of both single- and multiple-monitor setups. When configuring display properties on a machine for recording multiple monitors, additional host monitors must be located below or to the right of the primary display monitor (see Figure 7). Any monitor located above and/or to the left of the primary display monitor will be cut off (this is a Windows restriction).
Introduction Figure 8 shows the Evaluation View window playing a recording of a multiple-monitor setup. Figure 8. Multiple-monitor recording You can zoom in on the recording by selecting the Fit 1 To 1 option and using the scroll bars to move around the window. NOTE: Multiple monitor recordings are twice the size of recordings for single monitors.
Quality Management Desktop User Guide In Figure 9, Recording 1 is created for Call 1. It also contains the entire audio from Call 2. Call 2 is bracketed within Call 1. Figure 9. Bracketed call In Figure 10, Recording 1 is created for Call 1. It will also contain the portion of audio from Call 2 during the time when both calls are active. Recording 2 is created for Call 2 when Call 1 ends. Recording 2 only contains the portion of audio from Call 2 from the time Call 1 ends.
Dashboard Tab Dashboard Tab The dashboard tab (Figure 11 and Figure 12) provides a summary and detail display of the contact center’s performance statistics for the last twelve months. The summary displays are in the form of bar charts and graphs. There is a standard set of statistics displayed in the dashboard, but the level at which the statistics are presented depends on your role as agent, knowledge worker, supervisor, or manager. Figure 11.
Quality Management Desktop User Guide Figure 12. Dashboard tab for an agent, Quality Averages chart The upper half of the dashboard displays statistics in graphical form, either a bar chart (for the Evaluation Totals and Contact Totals) or a line chart (for the Quality Averages).
Dashboard Tab Detail Statistics The standard statistics displayed in the detail pane are described in Table 4 and Table 5. Different roles see different statistics, as noted in these tables. You select the time frame for the statistics from a drop-down list. Your choices are: ■ Current month ■ Past month ■ Past 3 months ■ Past 12 months NOTE: Any statistics concerning scored contacts do not include evaluations in progress or evaluations awaiting approval. Detail Statistics for Agents Table 4.
Quality Management Desktop User Guide Table 5. 28 Dashboard Detail Statistics for supervisors and managers — Continued Statistic Description Score Std Dev The standard deviation of the agent’s score. A low standard deviation (closer to 0) indicates that scores are grouped closely to the mean score. A higher standard deviation (further from 0) indicates that scores are far from the mean.
Recordings Tab Recordings Tab The Recordings tab (Figure 13) enables you to review a list of recorded contacts, and from this list access the associated evaluations. It displays a table containing a list of recorded contacts based on the node you select in the navigation tree. Figure 13.
Quality Management Desktop User Guide You can view a selected contact’s associated contacts by clicking the Associated Contacts button. When you do this, you are switched to the Archives tab. See "Playing All Segments of a Call" on page 53 for more information on associated contacts. The administrator configures the minimum length of what is considered a valid recording for evaluating contacts. Any recording that is shorter than that minimum will not appear in QM.
Recordings Tab Table 6. Recordings Tab Fields — Continued Field Viewed By Description First Name Manager Supervisor Evaluator The agent’s first name. Group Manager Evaluator The name of the group. HR Manager Supervisor Evaluator Yes/No. The contact has been marked as an HR contact. Id Agent Manager Supervisor Evaluator The contact’s ID. Last Name Manager Supervisor Evaluator The agent’s last name.
Quality Management Desktop User Guide Sorting Recordings Recordings in the navigation tree can be sorted in a number of ways, selected from the drop-down list at the top of the tree. You can choose to sort them by: ■ Organization ■ Date ■ HR tag and then organization ■ HR tag and then date ■ Training tag and then organization ■ Training tag and then date Recording Retention The length of time recordings are kept is set up by the QM administrator.
Recordings Tab Evaluation View The Evaluation View window (Figure 14) is displayed when you select a specific recording from the Contacts window. Figure 14. Evaluation View window Recording Selection tree Contact Information Playback pane (Advanced license only) Playback Controls Form Controls/ Approval Evaluation Form Form Comments Section Comments For information on how to evaluate a contact, see "Evaluating Contacts" on page 57.
Quality Management Desktop User Guide ■ Form Controls—Enables you to tag the evaluation as an HR or Training contact, mark the evaluation as complete or as approved, and to save any changes made to the evaluation. ■ Form Comments—The Add button in this section enables you to add a general comment about the contact. The Read button pops a window containing all form comments entered for the contact.
Recordings Tab Adding Comments to the Evaluation Evaluators, managers, and supervisors can add comments to an evaluation either while they are scoring it, or after they have completed scoring the form. Agents and knowledge workers can add comments to an evaluation only after the evaluation has been scored.
Quality Management Desktop User Guide When you select a comment it is highlighted in yellow. You can select the text of a comment and use standard Windows commands to copy and paste it into another application. An evaluation’s comments are also available for viewing and printing in the Agent Scored Evaluation report. See "Reports Tab" on page 38 for more information. NOTE: Each comment can be up to 1300 characters, and the total of all comments can be up to 65,000 characters.
Recordings Tab To tag an evaluation for Training or HR: 1. In the Form Controls pane, select the Training or HR check box, or both. 2. Click Save.
Quality Management Desktop User Guide Reports Tab The Reports tab switches you to your web browser, where a list of reports available to you are listed. From there you are able to display and print performance reports in a number of formats. The formats available are as follows: ■ Acrobat PDF—Reports in PDF format can be viewed and printed from Adobe Acrobat Reader version 6.0 or higher. The free Adobe Acrobat Reader is available for downloading from www.adobe.com.
Reports Tab Table 8. QM Desktop reports — Continued Report Type Report Mgr Spvr Team Team’s Agent Average Scores × × Team’s Agent Section Scores × × Agent KW * Knowledge workers view Agent Reports—the roles are equivalent. To generate a report: 1. On the Quality Management Reporting System page, click the hyperlinked name of the report you want to view. Search criteria fields appear to the right of the list of reports. 2.
Quality Management Desktop User Guide Table 9. Agent Scored Evaluation Report Fields — Continued Field Description Calling Number The number of the phone that made the call. Contact Date The date the contact was recorded. Call Duration The contact’s talk time (length of time between call answered and call dropped). Eval Date The date the contact was evaluated. Evaluator The name of the person who evaluated the contact. Eval Form The evaluation form used to score the contact.
Reports Tab Table 11. Agent Trend Report Fields — Continued Field Description Eval Form The form used to evaluate the contact. Weighted Percent (%) The total weighted percent score for the evaluation. Exceed An X indicates the evaluation exceeds expectations. Meet An X indicates the evaluation meets expectations. Below An X indicates the evaluation is below expectations.
Quality Management Desktop User Guide Table 13. Audit Trail Access Report Fields — Continued Field Description Calling Number The number of the phone that made the call. Contact ID The ID of the contact that was accessed. Enterprise’s Group Average Scores Report This report displays a summary of the evaluation points and average scores for each group within the enterprise over a specified time period. Table 14.
Reports Tab Evaluator Performance Report This report provides a summary of all evaluators’ productivity by displaying the number of evaluations they have performed over a specified time period, and the average score they have awarded to those evaluations. Table 15. Evaluator Performance Report Fields Field Description Evaluator The name of the evaluator. User ID The evaluator’s Windows login ID (and domain, if an Active Directory system).
Quality Management Desktop User Guide Table 16. Group’s Agent Average Scores Report Fields — Continued Field Description Total Below The total number of evaluated contacts whose scores fall below expectations. The default score range is 0–74%. This range can be modified by the administrator.
Reports Tab Group’s Team Section Scores Report This report enables a manager to compare average section scores on a particular evaluation form for each team in the group over a specified time period. The scores for each team are the average of all the scores given to all agents in each group on all evaluations performed over the time period specified. Table 18. Group’s Team Section Scores Report Fields Field Description Team The name of the team.
Quality Management Desktop User Guide Table 19. User Recording Status Report Fields — Continued Field Description Category The service associated with the event. Message The event message. System Status This report displays system and administrative events associated with agents’ QM Desktop Recording services, Upload Controller services, and the File Transfer Servlet (FTS). You can choose to view messages generated by the service at the INFO, WARN, or ERROR level, or at all levels.
Reports Tab Table 21. Team’s Agent Average Scores Report Fields — Continued Field Description Agent Average (%) The average evaluation score of the agent’s evaluations over the specified time period. Score Std Dev The score standard deviation, calculated from the evaluations for the agent over the specified time period. Total Exceed The total number of evaluated contacts over the specified time period whose scores exceed expectations. The default score range is 90–100%.
Quality Management Desktop User Guide Archives Tab If archiving is enabled by the QM administrator, contact recordings can be saved for periods of one month or longer. The administrator sets the length of time that recordings are archived, depending on how much storage space is available in your system. The minimum length of what is considered a valid archive recording is set at 5 seconds and cannot be changed.
Archives Tab access to archived contacts made by currently-active agents of their currently-active assigned groups. Archive users have access to all contacts. Evaluators only see archive files that are associated with a quality management recording. To see contacts associated with the quality management recording, the Evaluator must click the Associated Contacts button. The Archives tab is visible to users with the role of agent and knowledge worker only if that feature is enabled by an administrator.
Quality Management Desktop User Guide Your search can be either a one-step process or a two-step process. ■ In the one-step process, you search for contacts only. All users with access to the Archives tab can use the one-step process. Agents and knowledge workers are limited to viewing only their own contacts. ■ In the two-step process, you first search for agents and then search for a particular agent’s contacts. Only supervisors, managers and archive workers can use this process.
Archives Tab Table 23. Archive search criteria fields — Continued Field Description* End Date Automatically filled with today’s date. Select the desired date using the calendar button or entering the date in , format. * All search criteria fields except Start Date, End Date, and Metadata Field accept any defined unicode character, plus wild cards (that is “?” and “*”). A defined unicode character is any character that can be typed on your keyboard.
Quality Management Desktop User Guide A list of agents who were active during the time period you selected and whose names fit your search criteria is displayed in the Agents pane. 2. Select the desired agent’s name from the list of results, and then enter any or all of these search criteria: ■ Agent Tagged ■ Metadata Field and Metadata Search ■ Phone The Find Contacts button is enabled. 3. Enter the start and end date of the period during which the contact occurred. 4. Click Find Contacts.
Archives Tab ■ Click the Play or Next button to select and play the first recording in the list. ■ Move the Position progress bar to skip forwards or backwards in the recording. ■ Move the Volume Control progress bar to control the volume of the recording. ■ Click the Pause button to stop the playback of a recording and click it again to resume the playback of a recording where it stopped. ■ Click the Stop button to end the playback of the recording.
Quality Management Desktop User Guide An example of the segments of a call is: 1. Customer dials in and is routed to Agent A 2. Agent A transfers customer to Agent B 3. Agent B conferences call with Supervisor A The list of associated contacts is presented in chronological order in the Associated Contacts window (Figure 21), with the original contact highlighted. Some of the contacts listed might not be able to be played back.
Exporting Contact Recordings Exporting Contact Recordings QM can be configured by the administrator so that users can export contact recordings by saving them in one of the following formats: ■ WMA (compressed audio files) ■ WAV (uncompressed audio files) ■ WMV (compressed audio/video files) The administrator can enable or disable the export feature. Recordings can be exported from the Recording tab and the Archives tab.
Quality Management Desktop User Guide enabled for export in QM Administrator is displayed. System metadata includes ID, ANI, DNIS, acdCallId, lastName, firstName, agentId, username, and startTime. To view QM metadata in Window Media Player: 1. Launch Windows Media Player. 2. Locate and select the desired exported recording file. 3. Right-click the exported recording file and choose Properties, and from the Properties window, select the Content tab. The metadata is displayed on the Content tab (Figure 22).
Evaluating Contacts 3 Introduction Contacts can be evaluated and scored by playing back contact audio and video recordings made during a call. The performance statistics available in the Dashboard and Reports windows are based on these evaluation scores. General Procedure for Evaluating a Contact The following is the general procedure for evaluating a contact. To evaluate a contact: 1. Select the desired contact from the Unscored or In Progress folders in the navigation tree. 2.
Quality Management Desktop User Guide Folders in the Recordings Navigation Tree There are 4 folders in the Recordings tab navigation tree. These folders contain all contacts that are in the process of being evaluated. Table 24 details which contacts are in each folder. NOTE: Supervisors and managers can also claim and evaluate contacts if enabled by the administrator. Table 24.
Evaluating a Contact Evaluating a Contact The first step an evaluator takes is to select and display a contact recording. Recordings belonging to the group, team, agent, or knowledge worker (depending on how you sort the navigation tree) are listed in the Contacts pane in alphabetical order. When the navigation tree is first displayed, the folders are a dark gray. As you expand the folders and display lists of contacts in the Recording View pane, the folders turn yellow.
Quality Management Desktop User Guide Playing a Recording When the Evaluation View pane is displayed, the evaluation form and the contact information is visible and the audio portion of the contact starts downloading. Click the Start button in the Playback Control pane to start the recording. See "Playing a Recording" on page 60 for more information on playing a recording. You can use the playback controls (Figure 23) to control the recording playback. Figure 23.
Evaluating a Contact Only an administrator can create a form. A form can use either a Yes/No or scale of 0–5 method of scoring. There can be up to 10 sections in a form, and each section can contain up to 10 questions. Key Performance Indicator (KPI) Questions The administrator who creates the evaluation form might designate some questions as “key performance indicator” (KPI) questions (Figure 24).
Quality Management Desktop User Guide NOTE: You must select a section to see the comments for that section. If there are no comments for a section, the Read button is disabled. Comments are not added to the Read Comments window until you save them. If you type a comment in the Add Comment window but do not save it, the next time you click Add that comment will still be visible in the Add Comment window. Figure 25.
Evaluating a Contact To add a section comment: 1. Select the section of the evaluation form you wish to comment on. 2. In the Section Comments pane, click Add to display the Add Comment dialog box. 3. Type your comment and then click OK to close the dialog box. 4. Click Save to save your comment. NOTE: Section comments might or might not be enabled on this form. This functionality is configured by the administrator who created the form.
Quality Management Desktop User Guide The Edit Metadata for dialog box appears. Figure 26. Edit Metadata for dialog box 2. Add new metadata, or edit or delete the existing metadata in the dialog box, and then click OK. 3. Click Save. Saving the Evaluation You can save an evaluation at any time while you are working on it. The saved evaluation is moved to the In Progress folder. Only the evaluator who saved the evaluation can resume working on it.
Evaluating a Contact only evaluations that are for agents and knowledge workers in your group. The approver of an evaluation does not have to be different from the person who scored the contact—you can evaluate a contact and then approve the evaluation yourself if you are configured to do so. To approve an evaluation: 1. Select the Needs Approval folder in the navigation tree to display evaluations that need approval. 2. Double-click the desired evaluation to display it in the Evaluation View pane. 3.
Quality Management Desktop User Guide The overall form score for the evaluation is displayed in the gray area at the top of the form. These numbers are calculated as each section is completed. Figure 27. Sample scored evaluation form Score for the entire form Scores for each section Section Weighting The administrator who set up the evaluation form shown in Figure 27 determined that Section A would contribute 40% towards the evaluation score and Section B would contribute 60%.
Index A key performance indicator (KPI) questions 61 Evaluation view window 33 Evaluations adding comments 35, 61 saving 64 section weighting 66 understanding scoring 65 B F Advanced feature level 8 Archives search criteria 50 searching 49, 51 Archives tab 48 Automated updates 11 Feature levels 8 Basic feature level 8 Bracketed calls 23 H C Changing roles 12 Changing views 13 Comments 35, 61 adding a form comment 36, 62 adding a section comment 36, 63 Contact metadata 53, 63 Contacts evaluating 59
Quality Management Desktop User Guide Q QM Administrator navigation 19 Quality Management about 7 feature levels 8 R Recordings archives 49 bracketed calls 23 interleaved calls 23 playing 20, 60 retention 32 searching archives 49 sorting 32 Recordings tab 29 sorting recordings 32 Reports Agent Section Scores 40 Agent Trend 40 Agent’s Scored Evaluation 39 Archive System Access Patterns 41 Audit Trail Access 41 by role 38 Enterprise’s Group Average Scores 42 Evaluator Performance 43 formats 38 generating 39
