User Guide

Contents
1 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
2 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 Reports 19
Moving Within the Navigation Tree 19
Mouse 19
Keyboard 19
Sorting Tables 19
About Recordings 20
Video Recording Playback 21
Single- and Multiple-Monitor Recordings 22
Bracketed and Interleaved Call Recordings 23
■ Dashboard Tab 25
Detail Statistics 27
Detail Statistics for Agents 27