User Guide

Archives Tab
September 2009 49
access to archived contacts made by currently-active agents of their currently-active
assigned groups. Archive users have access to all contacts. Evaluators only see
archive files that are associated with a quality management recording. To see
contacts associated with the quality management recording, the Evaluator must click
the Associated Contacts button.
The Archives tab is visible to users with the role of agent and knowledge worker only if
that feature is enabled by an administrator. The search criteria is limited to the agent’s
own recordings.
Searching the Archives
To find a contact recording in the archives, search by contact date range and any one
or all of the other available search criteria.
Figure 18 shows an example of typical search criteria.
Figure 18. An example of a search using the required date range, the first 3 letters of the
agent’s last name and a wild card, and then metadata