User Guide

Quality Management Desktop User Guide
54 September 2009
An example of the segments of a call is:
1. Customer dials in and is routed to Agent A
2. Agent A transfers customer to Agent B
3. Agent B conferences call with Supervisor A
The list of associated contacts is presented in chronological order in the Associated
Contacts window (Figure 21), with the original contact highlighted. Some of the
contacts listed might not be able to be played back. This is due to various reasons:
they are for agents not on your team; they were deleted; they didn’t meet workflow
criteria; or they were under the minimum length. These segments are listed in red. You
cannot listen to those segments of the call, but you can view them so that you can
follow how the call moved through the contact center. When you use the call control
buttons to move through the list of contacts, it automatically skips over contacts you
cannot listen to (those displayed in red).
Figure 21. Associated contacts window