Maintenance Manual

Recordings
Export Recordings Administration
156
Managing Metadata Fields
TASK
• To add a metadata field, select the Recordings > Metadata node, click
Add, complete the fields, and then click OK to dismiss the Add/Edit
Metadata Information dialog box.
• To edit a metadata field, select the Metadata field you want to edit
from the User-Defined Metadata window, click Edit, complete your
changes, and then click OK to dismiss the Add/Edit Metadata
Information dialog box.
S
TEP RESULT: Your changes appear in the list of metadata fields on the
User-Defined Metadata window.
• To delete an metadata field, select the Metadata field you want to
remove from the User-Defined Metadata window, click Remove, and
then click Yes to dismiss the Confirm Deletion dialog box.
S
TEP RESULT: Quality Management Administrator deletes the metadata.
Export Recordings Administration
Contact recordings are stored in a format that can be played only by Quality
Management. However, recordings can be exported from the Recordings application in
Workforce Optimization. You can export a recording to the following formats, which are
playable in other playback software (such as Windows Media Player):
• WAV format (uncompressed audio)
• WMA (compressed audio)
Type Identifies the type of information contained in the metadata field. The
available types are:
•Text
•Date
•Number
Encrypted When selected, this check box indicates Quality Management encrypts
the metadata when stored.
NOTE: You cannot search for encrypted metadata.
Exportable When selected, this check box indicates you can export the metadata via
an API or Workforce Optimization. This check box is selected by default.
Field Description