Maintenance Manual

Recordings
Archive Workflows
149
• To change the type of question, select a section tab under the
Questions tab, double-click the Type field and choose Yes-No or 0-5,
and then click Save.
• To change the KPI associated with a question, select a section tab
under the Questions tab, select or clear the KPI check box, and then
click Save.
• To change the weight assigned to a question, select a section tab
under the Questions tab, either click the Weight Questions Evenly
button to assign the same weight to each question in the section, or
double-click the Score Weight field assigned to a question and type the
percentage value into the field.
A
DDITIONAL INFORMATION: The weights of all the questions in a section must add up
to 100%.
• To delete a question, select a section tab under the Question tab,
select the question you want to delete, and then click Delete. Click OK
to dismiss the Delete Question dialog box, and then click Save.
S
TEP RESULT: Quality Management Administrator removes the question from the
list.
Archive Workflows
This topic describes the Archive Workflow Administration window and provides tasks to
create and maintain archive workflows.
Allowing Access to Archived Recordings
Use this task to allow agents and knowledge workers access to their archived
recordings.
TASK
1. In the navigation tree, select the Recordings > Archive node.
S
TEP RESULT: The Archive Recordings Administration window appears.
2. To allow agents or knowledge workers access to their own archived recordings,
select the Allow Agents To Access Archive check box.
3. Click Save.
S
TEP RESULT: The Recordings application appears in the Workforce Optimization
when agents and knowledge workers log on.