Maintenance Manual

Site Configuration
Monitoring and Notification
58
CDR Information Formats for the QM3002 Notification Trigger
You can specify in which format you want to display the CDR information in the
Notification Trigger Configuration dialog box. Examples of the available formats are
listed here.
In these reports, call durations are expressed in milliseconds.
If the agent is listed as “Unknown” it means the agent has not successfully logged in
recent history on a PC that has the Desktop Recording service. It is probable that these
agents are not configured correctly. Notifications for unknown agents are filtered out if
the “Notify on users configured in QM” check box is enabled.
Summary Only
Status Report
Start Time: 01/11/2008 15:25:53
End Time: 01/11/2008 16:25:53
Extensions with Missed Calls:
Ext Agent Found Missed % Missed
1545 JonesM 0 8 100%
2201 SmithB 0 15 100%
Minimum
Misses
Lowest number of missed CDRs required to trigger notification
Notify on users
that are
logged in
When you select this option, Quality Management only generates
notifications about users who are currently logged in to Workforce
Optimization. This only applies to the Desktop Recording service.
Display Type Choose one of the following options.
• Summary Only—displays 1 row per agent with misses that meet the
above criteria.
•Details (Tab Delimited)—displays each missed CDR in tab delimited
format.
• Details (Plain Text)—displays each missed CDR in text format.
Field Description