Maintenance Manual

Glossary
Desktop Configuration Administration
172
maintenance release (MR)
The base release for the product. Install an MR on all servers and clients. The
Quality Management server uses the Automated Update feature, when you enable
this feature, to update the clients when you install an MR on the Quality
Management server. All previous ESes and SRs are removed when you install the
latest MR.
manager
A user role in Quality Management that can access the following applications in
Workforce Optimization: Quality Dashboard, Recording, Live Monitoring, and
Reporting. Managers have the following privileges:
• View dashboard with their group’s quality scores and details of individual
teams within their group.
• Review evaluation results on all of their group’s scored contacts.
• Enter comments on their group’s evaluations.
• Approve evaluations for agents in their groups, if required.
• Export recordings within their scope, if enabled.
• Designate contacts for retention as Training or HR contacts.
• View agent, team, group, and enterprise-level historical reports.
• Evaluate contacts for their group, if enabled to do s.o
• Access archive recordings for their group.
metadata
A description of data in a source, distinct from the actual data used to catalog
archived information; for example, customer ID, account, ID, or a transaction code.
MIB
Management Information Base. A defined hierarchy of data values managed by a
single SNMP Agent application.
Monitoring and Notification (Mana) service
This Quality Management service monitors the system in real time and notifies
administrators via event viewer or email when problems occur. The problems that
trigger notification are selected in Recording Administrator.
Monitor service
This Quality Management service works in conjunction with the Network Recording.
The Monitor captures the packets that the Network Recording records.
Network Recording
A recording method that uses the Cisco Unified CM Recording functionality to
capture voice for recording and the built-in bridge (BIB) functionality of capable IP
phones to send voice streams from the device being recorded to the Network
Recording service. The advantage of the Network Recording method is that it does
not require you to configure SPAN ports for capturing voice traffic.