User Guide

Quality Management Desktop User Guide
48 September 2009
Archives Tab
If archiving is enabled by the QM administrator, contact recordings can be saved for
periods of one month or longer. The administrator sets the length of time that
recordings are archived, depending on how much storage space is available in your
system.
The minimum length of what is considered a valid archive recording is set at 5
seconds and cannot be changed.
Information about contact recordings (metadata) is available in the archives
immediately after a call is recorded, even though the contact recording itself has not
yet been uploaded from the client desktop to the voice server. If such a contact must
be reviewed immediately, the voice recording is uploaded on-demand as long as the
client desktop is on and available.
The Archives tab (Figure 17) enables you to search the stored archives for specific
contact recordings.
The archive recordings contains audio recordings according to configured archive
workflows set up by the administrator.
The Archives tab is automatically visible to users with the role of supervisor, manager,
or archive user. Supervisors have access to archived contacts made by
currently-active agents on their currently-active assigned teams; managers have
Figure 17. Archives tab, showing the result of a search
Search criteria Audio player controls Contact information/metadata
Search results