User Guide

Quality Management Desktop User Guide
18 September 2009
Time Zones
QM Desktop displays time in two different ways, depending on where it is displayed.
Time in the QM Desktop Interface
In the QM Desktop interface, the time associated with a contact is the time the
contact occurred at the agent’s location, expressed in a format appropriate to the
locale. For example, if the agent is located in Chicago, the time associated with any
contacts made by that agent is Chicago local time.
The contact also displays the abbreviation for the local time zone. If the time zone
associated with the contact is unknown to QM Desktop, then the time is displayed in
Greenwich Mean Time (GMT).
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.
Calculations, totals and the
contents of each report are
based on historical
configurations. For example, to
calculate a group’s historical
average for a specified time
period, all contacts that
occurred for any agent that
was on the team at any point
in the time range are
calculated into the group
average for that time period.
Note that if an agent was just
added to the group, but all of
the agent’s contacts occurred
before the agent was added,
none of those contacts are
calculated in the group
average.
Organizational
changes
Displays data based on the
current organizational
structure. For example, an
agent that was recently
removed from a supervisor’s
team will not appear in that
supervisor’s data.
Displays data based on the
historical structure. For
example, an agent will appear
on a supervisor’s team in a
report if the agent was present
on that team during the
selected date range.
Table 3. Scoping Differences Between Dashboard and Reports Data — Continued
Information
Type Dashboard Reports