User Guide

September 2009 7
1
Overview
Introduction
Cisco Quality Management (QM) Desktop enables managers, supervisors, agents,
knowledge workers, archive users, and evaluators to use the same application to
monitor and evaluate the performance of groups, teams, agents, and knowledge
workers in a contact center environment.
QM Desktop provides summaries and details of the results of agent evaluations on a
group, team, and individual agent basis in the QM Desktop dashboard. Your assigned
role gives you access to varying levels of information. Evaluators, managers, and
supervisors can actually evaluate a contact, view evaluation results, and enter
comments on an evaluation; agents and knowledge workers can view and comment
on their own evaluation results.
All roles except evaluators and archive users can view historical reports that display
data for a specified time period selected by the user. The time period can be from one
day to up to a year from the current date.
If archiving is enabled, managers, supervisors, and archive users automatically have
access to archive audio recordings. Managers can access the recordings for their
assigned groups, and supervisors can access the recordings for their assigned teams.
Archive users can access all recordings. Agents and knowledge workers can review
their own archive recordings only if that feature is enabled by an administrator.
Audio recordings can be archived for any length of time as configured by the
administrator. Archived recordings can also be exported to any desired location on a
recording-by-recording basis.