Maintenance Manual

Glossary
Desktop Configuration Administration
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• View dashboard with their team’s and group’s quality scores and details of
individual agents within their team.
• Enter comments on their team’s evaluations.
• Export recordings within their scope, if enabled.
• Approve evaluations for agents in their teams, if required.
• Designate recordings in their teams to be retained as Training or HR
recordings.
• View agent and team-level historical reports.
• Evaluate contacts for their team, if enabled to do so.
• Access archive recordings for their team.
Sync Service
This Quality Management service reads data every 10 minutes from the ACD and
synchronizes that information with Quality Management.
talk over
A time when the agent and the caller are simultaneously talking.
team
A group of agents. An agent can belong to one team.
trade
When one agent trades their scheduled day for another agent's scheduled day.
Trap
An unsolicited SNMP message sent from an SNMP agent to an SNMP management
application.
Upload Controller service
This Quality Management service manages the uploading of recordings and
recording metadata to the Voice and Screen servers.
user
A person who can log into Workforce Optimization or Quality Management
Administrator. A user can be linked to an agent identity to take calls.
VoIP
Voice over Internet Protocol. A way to carry phones calls over an IP data network,
whether on the internet or an internal network.
Workforce Optimization
A comprehensive suite of customer interaction and contact center management
software.