User Guide

Introduction
September 2009 19
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.
Moving Within the Navigation Tree
The Recordings tab displays a navigation tree. Use these mouse or keyboard actions
to move within the navigation tree.
Mouse
■ Double-click an icon/node name to expand or collapse the tree.
■ Click the plus sign (+) to expand the tree.
■ Click the minus sign (–) to collapse the tree.
Keyboard
■ Press the up and down arrow keys to move from one node to the next.
■ Press the left arrow key to collapse the tree.
■ Press the right arrow key to expand the tree.
Sorting Tables
Data that is presented in table form (Figure 5) can be sorted by as many columns as
there are in the table. The sort can be ascending or descending.
The small triangles at the right of the column heading display the direction of the sort,
ascending or descending. These arrows also change size depending on the column’s
position in the sort. The triangle in the primary sort column is biggest, the one in the
secondary sort column is slightly smaller, and so on.
To sort a table by one column:
■ Click on the column heading. Click again to reverse the sort order.