Maintenance Manual

• About User-defined Metadata 110
• Recording Retention 110
Recording Retention Periods and Workflow 111
Recording Retention Rules 111
Quality Management Workflow Retention 113
Archive Workflow Retention 113
• About Workflows 113
Workflow Prerequisites 114
How Multiple Classifiers in a Workflow are Executed 114
Classifiers and Rules Example for a Quality Management
Workflow 114
Qualifiers Example for an Archive Workflow 115
Configure a Classifier to Allow Agents to Selectively Tag Calls 116
Configure a Do Not Record Classifier 116
• Quality Management Workflows 117
Points to Remember 117
Workflow Administration 118
Classifier Configuration 120
Creating a Quality Management Workflow 122
Setting up Classifiers for a Quality Management Workflow 123
Configuring Actions for the Ringing, Answered, and Dropped Events 124
Modifying a Quality Management Workflow 125
Setting up Rules for a Classifier’s Ringing Event 126
Deleting a Quality Management Workflow 128
•Evaluation Forms 129
Best Practices for Agent Evaluations 129
Goal of Quality Management 129
Quality Management Training Process 130
Determining Type of Calls to Record or Evaluate 130
Identifying KPIs 132
Guidelines for Evaluation Forms 133
Guidelines for Evaluation Form Questions 134
Maximizing Quality Management Value through Effective
Evaluations 135
Evaluation Form Templates 136
Evaluation Form Administration 137
Creating an Evaluation Form 137