User Guide

Quality Management Desktop User Guide
68 September 2009
Q
QM Administrator
navigation
19
Quality Management
about
7
feature levels
8
R
Recordings
archives
49
bracketed calls
23
interleaved calls
23
playing
20, 60
retention
32
searching archives
49
sorting
32
Recordings tab
29
sorting recordings
32
Reports
Agent Section Scores 40
Agent Trend
40
Agent’s Scored Evaluation
39
Archive System Access Patterns
41
Audit Trail Access
41
by role
38
Enterprise’s Group Average Scores
42
Evaluator Performance
43
formats
38
generating
39
Group’s Agent Average Scores
43
Group’s Team Average Scores
44
Group’s Team Section Scores
45
System Status
46
Team’s Agent Average Scores
46
Team’s Agent Section Scores
47
User Recording Status
45
Reports tab
38
Roles
12
S
Scoping rules 16
agents
17
archive users
17
differences between dashboard and reports
17
evaluators
17
managers
16
supervisors
16
Searching archived recordings
49
Section weighting
66
Sorting tables
19
T
Tables, sorting 19
Tabs
Archives
15, 48
Dashboard
15, 25
Evaluation
15
Evaluation view
Evaluation view
33
per user role
15
Recordings
15, 29
Reports
15, 38
Tags
HR 36, 63
Training
36
Time zones
18
Training tag
36
V
Views 13