Design Guide

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supervisors to track key performance indicators and manage agents’ adherence to
schedules.
- Call Recording and Quality Management is a voice and screen recording, compliance and
evaluation solution for agent performance optimization and dispute resolution.
The following architecture diagram shows the overall service communications medium between
the WFO solutions and Unified CCX.
3. User Licensing Considerations
3.1 Named or Configured Versus Concurrent Users
Concurrent users are the basis for Cisco Unified Contact Center Express (Unified CCX)
licensing and are generally defined as the maximum number of users which will be logged into
the system at the same time, or concurrently. Cisco charges and enforces WFO application
software licensing based on the number of “named” users. Ciscodefines “named” users as all
users of the application who have been configured and licensed within the administrative tool.
The term configured is sometimes used in place of named when referring to application users
and the terms are considered synonymous. Named users include all users who are being recorded
or scheduled plus all supervisors, managers, evaluators or others with usernames for accessing
application data.