User Guide

Quality Management Desktop User Guide
52 September 2009
A list of agents who were active during the time period you selected and
whose names fit your search criteria is displayed in the Agents pane.
2. Select the desired agent’s name from the list of results, and then enter any or
all of these search criteria:
■ Agent Tagged
■ Metadata Field and Metadata Search
■ Phone
The Find Contacts button is enabled.
3. Enter the start and end date of the period during which the contact occurred.
4. Click Find Contacts.
A list of the selected agent’s contacts that fit your search criteria is displayed
in the Contacts pane.
Clearing the Search Results
To clear your search results, click the Clear button in the top portion of the left pane.
Playing Contact Recordings
Once you have found a contact using a one-step or two-step search, double-click the
contact in the right pane. The recording is loaded and starts playing. Information
about the contact is displayed in the Contact Information pane.
You can move forward and backward through the list of contacts using the audio
player controls (Figure 19).
If nothing is selected in the list of contacts:
Figure 19. Audio player controls
Start
Volume Control
Next
Previous
Pause
Stop
Progress Bar