Maintenance Manual

Glossary
Desktop Configuration Administration
171
hoteling
The practice of providing office space to employees on an as-needed rather than
on the traditional, constantly reserved basis. This reduces the amount of physical
space that an enterprise needs, lowering overhead cost while (ideally) ensuring
that every worker can access office resources when necessary. Employees can
retain their own telephone number extension and voice mailbox.
Jetty Service
The Quality Management Jetty Service webserver hosts the Quality Management
Reports engine, File Transfer Servlet (FTS), Server API engine, and Licensing
engine.
knowledge worker
1. A subject matter expert in the company with whom agents consult. A knowledge
worker can participate in agent phone calls to help solve problems for customers.
2. A user role in Quality Management that can access the following applications in
Workforce Optimization: Dashboard, Recording, Reporting. Knowledge workers
have the following privileges:
• View their own quality scores and the aggregate quality scores for their team
and group on a dashboard.
• Export recordings within their scope, if enabled.
• Review evaluation results on their own scored contacts.
• Enter comments on their scored evaluations.
• View their own historical reports.
KPI
Key Performance Indicator. The most critical measures of performance in any
organization, are typically productivity measures.
In Quality Management, a KPI question is so important that, if an evaluator
chooses zero for the score (for questions scored on a scale of 0–5) or No (for
questions scored as Yes/No), the score for the entire evaluation is zero. An
example of a KPI question is “Did the agent refrain from using foul language?”
Last Call
The previously recorded call. Any valid recording commands, sent after the call
ends and before the Quality Management user receives or makes another call,
apply to the Last Call. Quality Management does not count the last call before the
configured End of Day, user logout, service shutdown, or CTI service disconnect as
the last call.
log file
A log file (with the *.log file extension) contains event messages and, if problems
occur, warning and other error messages. All messages in log files are identified by
an error code.