Maintenance Manual

Glossary
Desktop Configuration Administration
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AQM license
Advanced Quality Management license. A Quality Management user license that
supports both audio and screen recordings, as follows:
• Audio-only recording for archival purposes.
• Screen and audio recordings for quality management purposes.
archive user
A user role in Quality Management that can access to the Recordings application
in the Workforce Optimization. Archive users have the following privileges:
• Search, review, and export archive recordings for all of the agents and
knowledge workers across the enterprise.
Automated Update
A Quality Management feature used for automatic web or LAN updating to software
applications, such as Quality Management. The Automated Update feature quickly
determines required updates and then retrieves and applies the necessary
patches or installation files using secure protocols.
call recording
An application feature found in Quality Management that captures calls between
an agent and another party and stores as files on disk. You can review these files
at a later time.
Call Recording license
A Quality Management user license that limits contact recordings to audio
recording, archive search, and archive playback. Status and archive reports are
available to supervisors and managers only.
Cisco Unified Communications Manager
An enterprise-class IP telephony call-processing system that provides traditional
telephony features as well as advanced capabilities, such as mobility, presence,
and rich conferencing services.
Cisco Unified Contact Center Express
A Cisco contact center product designed for midmarket enterprise branch, or
corporate departments that require a sophisticated customer interaction
management solution for up to 300 agents. Cisco Unified Contact Center Express
delivers improved operational efficiency, reduces business costs, and improves
customer response.
configured user
Any scheduled or recorded agent plus all other users with active login rights to
Workforce Optimization applications (for example, supervisors, managers, or
quality evaluators). The maximum capacity for configured users is the total number
of users who can be configured in Quality Management. See also named user.