Welcome
Quality Management Suite Overview
Terms Of Use
Software User License Agreement
About This Help
New in this Release
Resources and Support
Help Conventions
Quality Management Client
Quick Start
Log in to Quality Management Client
Login Using Windows Authentication
Changing Language
Changing Your Passwords
Changing Your Preferences
Real-time Activity
Viewing Calls in Real-time
Recording Calls in Real-time
Monitoring Calls
Flagging Calls in Real-time
Viewing Computer Activity in Real-time
Monitoring Screens
Recordings
Search Recordings
Preview Call Recordings
Defining Recording Search Criteria
Saving Search Criteria
Loading Saved Searches
Deleting Saved Searches
Playing Recorded Calls
Replaying Screen Recordings
Replaying Recording Chain Segments
Viewing Email Recordings
Viewing Chat Recordings
Authorized User for Playback Option
Flagging Recorded Media
Deleting Recorded Media
Printing Recorded Media
Exporting Recorded Media
Exporting Recording Chain Segments
View the Recording Audit Log
Verifying Watermarks
Exporting Search Results
Copying and E-mailing Recordings
Override Recording Retention Settings
About Call Chains
Evaluations
About Evaluations
Creating Evaluations
Searching Evaluations
Defining Evaluation Search Criteria
Viewing Evaluations
Deleting Evaluations
Printing Evaluations
Exporting Evaluations
Copying and Emailing Evaluation Links
Editing Evaluations
Scoring Evaluations
Adding Evaluation Bookmarks
Adding Evaluation Notes
Adding and Removing Evaluation Media
Saving Evaluations
Reports
Reports Dashboard
Viewing, Creating and Editing Reports
Viewing Reports
Creating Reports
Loading Reports
Editing Reports
Deleting Reports
Exporting Reports
Printing Reports
Scheduling Reports
Call Recording Reports
Total Counts Reports
Users Not Recording Report
Agent Evaluation Reports
Scores Overview Report
Training Requirements Report
Score Trending Report
Score Trending by Question Report
Scores by Evaluator Report
Evaluator Calibration Report
Evaluator Productivity Report
Administration
Users
Viewing Users
Adding Users
Editing Users
Multiple User Editing
Deleting Users
Activating/Inactivating Users
Managed Users
Importing/Exporting User Details
Restricting a User's Recording View With Flags
Configuring Agent Hotdesking
Flag Profiles
Viewing Flag Profiles
Adding Flag Profiles
Editing Flag Profiles
Deleting Flag Profiles
Assigning Users to Flag Profiles
System Flags
Call Recording Profiles
Viewing Call Recording Profiles
Adding Call Recording Profiles
Editing Call Recording Profiles
Deleting Call Recording Profiles
Setting the Default Call Recording Profile
Call Recording Rules
Call Recording Rules for Contact Center Data
Call Retention Settings
Call Recording Schedules
Assigning Users to Call Recording Profiles
Screen Recording Profiles
Viewing Screen Recording Profiles
Adding Screen Recording Profiles
Editing Screen Recording Profiles
Deleting Screen Recording Profiles
Assigning Users to a Screen Recording Profile
Text Recording Profiles
Viewing Text Recording Profiles
Adding Text Recording Profiles
Editing Text Recording Profiles
Deleting Text Recording Profiles
Assigning Users to Text Recording Profiles
Live Analytics Profiles
Viewing Live Analytics Profiles
Adding Live Analytics Profiles
Editing Live Analytics Profiles
Deleting Live Analytics Profiles
Assigning Members to Live Analytics Profiles
Batch Analytics Profiles
Viewing Batch Analytics Profiles
Adding Batch Analytics Profiles
Editing Batch Analytics Profiles
Deleting Batch Analytics Profiles
Assigning Members to Batch Analytics Profiles
Security Profiles
Viewing Security Profile Settings
Adding New Security Profiles
Editing Security Profiles
Deleting Security Profiles
Assigning Users to a Security Profile
Evaluation Scorecards
Viewing Scorecards
Adding Scorecards
Editing Scorecards
Moving Scorecards
Inactivating Scorecards
Deleting Scorecards
Scorecard Questions
Scorecard Categories
Licensing
Services
Viewing Services
Editing Call Recording Services
Using Amazon S3 Storage
Editing Data Services
Deleting Services
General Settings
Notifications
Call Recording Format
Call Retention Settings
Encryption Settings
Using the Key Management Tool
Audit Settings
Security Settings
Volume Adjustments
Contact Center Integrations
Audit Log
Viewing Audit Logs
Audit Log Records
Service Logs
Active Directory Import
Archive
Viewing Archive Tasks
Adding Archive Tasks
Editing Archive Tasks
Cancelling Archive Tasks
Email Notifications for Archive Tasks
All Files
Using the Quality Management Client
Using the Quality Management Client
This section of the Help describes:
Quick Start
Login to the Quality Management Client
Login Using Windows Authentication
Changing Language
Changing Your Password
Changing Your Preferences