User Guide

Quality Management Desktop User Guide
30 September 2009
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.
You can view an evaluation for a contact by double-clicking a contact in the list of
recorded contacts. When you do this, you are switched to the Evaluation View window.
See "Playing a Recording" on page 34 for more information on playing a contact
recording.
The Contacts pane can display a maximum of 6,000 contacts. If your query returns
more than 6,000 contacts, you are prompted to narrow your sort by criteria.
Table 6 describes the fields displayed on the Recording tab. In addition to these
standard fields, if user-defined metadata is associated with the recording, those fields
will also be displayed.
Table 6. Recordings Tab Fields
Field Viewed By Description
%Score Agent
Manager
Supervisor
Evaluator
The score given to the contact.
Call Duration Agent
Manager
Supervisor
Evaluator
The duration of the contact.
Called Number Agent
Manager
Supervisor
Evaluator
The number of the phone that received the
call.
Calling Number Agent
Manager
Supervisor
Evaluator
The number of the phone that made the call.
Displays “unknown” if the calling number is
unlisted or blocked.
Date Agent
Manager
Supervisor
Evaluator
The contact date.