User Guide

Quality Management Desktop User Guide
46 September 2009
System Status
This report displays system and administrative events associated with agents’
QM
Desktop Recording services, Upload Controller services, and the File Transfer
Servlet (FTS). You can choose to view messages generated by the service at the INFO,
WARN, or ERROR level, or at all levels. Information is available for the past 7 days,
including the current day.
The File Transfer Servlet writes events that warn when free space is low on the voice
and screen services server or when uploads stop because free space is too low.
Team’s Agent Average Scores Report
This report displays the average evaluation score for each agent on a team, and the
team’s overall average evaluation score.
Category The service associated with the event.
Message The event message.
Table 20. System Status Report Fields
Field Description
Date The time and date of the event.
Machine The name of the computer on which the event occurred.
IP Address The IP address of the computer on which the event
occurred.
Level The level of the event (INFO, ERROR, WARN).
Category The application associated with the event.
Message The event message.
Table 21. Team’s Agent Average Scores Report Fields
Field Description
Agent The name of the agent.
Agent ID The agent’s ID.
Total Evaluations The total number of evaluations performed on the agent
over the specified time period.
Table 19. User Recording Status Report Fields — Continued
Field Description