User Guide

Quality Management Desktop User Guide
8 September 2009
QM Desktop Feature Levels
There are three feature levels of QM Desktop: Basic, Advanced, and Compliance
Recording. Cisco provides the following license types with these feature levels.
■ For the Basic license type, contact recordings are audio-only for archival and
quality management purposes.
■ For the Advanced license type, contact recordings are audio-only for archival
purposes and screen and audio for quality management purposes.
■ For the Compliance Recording license type, contact recordings are limited to
audio recording and archive search and playback. Status and archive reports
are available to supervisors and managers only.
The license determines what is recorded, not what is viewed, in QM Desktop. For
example, Agents X and Y use an Advanced license, so they can record their screens. If
the supervisor for these agents has a Basic license, the supervisor can still view
screen recordings made by these agents.