User Guide

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 Average Scores Report 42
Evaluator Performance Report 43
Group’s Agent Average Scores Report 43
Group’s Team Average Scores Report 44
Group’s Team Section Scores Report 45
User Recording Status 45
System Status 46
Team’s Agent Average Scores Report 46
Team’s Agent Section Scores Report 47
■ Archives Tab 48
Searching the Archives 49
One-Step Search Process 51
Two-Step Search Process 51
Clearing the Search Results 52
Playing Contact Recordings 52
Editing Contact Metadata 53
Playing All Segments of a Call 53
■ Exporting Contact Recordings 55
Viewing Exported Metadata 55