Maintenance Manual

Site Configuration

Monitoring and Notification

NOTE: Matching the CDR or CAR Report with Quality Management is

not 100% accurate. CDR data can be out of sync with Quality

Management, or certain call scenarios might yield false positives. It

should not be used for compliance.

Agent Agent A has 8 matched calls and 2

missed calls. Agent A is properly

configured and was logged in for the

whole time.

Agent B has 6 matched calls, but 2

were made before he was logged in.

Agent B is configured properly.

Agent C has 2 matched calls and 8

missed calls. Agent C is properly

configured and was logged in the

whole time.

Effect Agent A: The missed percentage is

2/(8 + 2) = 20%. No notification would

be made because neither the Miss

Threshold or the Minimum Misses

criteria were met.

Agent B: No notification would be

made because the Minimum Misses

criterion (5) was not met.

Agent C: The missed percentage is

8/(2 + 8) = 80%. Notification is made

because the Miss Threshold and the

Minimum Misses criteria were met.

Setup 2 Miss Threshold: 100%

Minimum Misses: 1

Notify on users configured in QM:

Enabled

Notify on users logged in: Disabled.

Agent Agent A is configured in Quality

Management but does not have the

Desktop Recording service installed,

or the phone is not daisy-chained

properly.

Effect Notification will be made on Agent A’s

extension, with the agent listed as

“Unknown” because there is no

cross-reference between the agent

and extension until the Desktop

Recording service is configured.