Maintenance Manual

Recordings
Cisco MediaSense Recording Considerations
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Quality Management displays the time associated with a contact as the time the
contact occurred at the agent’s location, expressed in 24-hour HH:MM:SS format. For
example, if the agent is located in Chicago, the time associated with any recorded
contacts made by that agent is Chicago local time.
The contact also displays the abbreviation for the local time zone. If the time zone
associated with the contact is unknown to Quality Management, then Quality
Management displays the time in Greenwich Mean Time (GMT).
Cisco MediaSense Recording Considerations
When configuring workflows for Cisco MediaSense Recording, consider the following:
• A workflow is configured to save recordings based on certain rules as they
apply to individual contacts (sessions). Using Cisco MediaSense Recording
might result in more than one contact for a single call. For example, if an agent
places a call on hold, two contacts are created that will be evaluated
individually for a workflow. For example, a single call could produce a “shortest
call” contact (before the hold) and a “longest call” contact (after the hold).
Alternatively, a single call recorded by MediaSense might result in one of
multiple contacts (session) being uploaded. It is possible that some sessions
in a single call might not be uploaded based on the rules configured for the
quality management workflow. For this reason, Cisco recommends you choose
the 100% QM Logging option when you configure quality management
workflows to guarantee the entire call appears in the Recording application for
Workforce Optimization
About User-defined Metadata
Administrators can add up to 10 user-defined metadata fields. The metadata can be
captured from Unified CCX, Cisco Agent Desktop (CAD), and other applications to pass
the data to the Quality Management API.
The CAD IPC Action can also be used to pass data to Quality Management. See the
Cisco CAD Desktop Administrator User Guide for more information.
Recording Retention
The administrator determines the amount of time contacts are retained for quality
management workflows and archive workflows.