Maintenance Manual

Recordings
Quality Management Workflows
117
Quality Management Workflows
This topic describes the Workflow Administration window and provides tasks to create
and maintain quality management workflows.
Points to Remember
• If a Hot Desking or Agent Mobility agent is recorded on multiple recording
servers or Desktop Recording services (endpoints) during a single day, the
quality management workflow might mark more calls for quality than expected.
This is because calls are marked for quality on the Desktop Recording service
or single recording servers and are not coordinated across recording points.
For example, if a quality management workflow is configured to upload five
quality calls, Quality Management will upload five calls for an agent who is
recorded on three different phones on a single recording server. If an agent is
recorded on two different recording servers, Quality Management Monitoring
and Recording Services will upload 10 calls (five from each server).
• When a non-contact call is created or an Archive contact is marked for quality
in Cisco Unified Workforce Optimization, the contact assumes the retention
times for unscored and scored contacts configured in the quality management
workflow for that agent's team. If you plan to use the Create Contact or Mark
for Quality features, Cisco recommends placing all users under a quality
management workflow in order to set the retention periods for these contact.
If no additional quality recordings are required the quality management
workflow classifier can be set to exclude recording on all numbers so the
quality management workflow will not cause any additional recording.