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
Call Recording
Viewing, Recording, and Monitoring Calls In Real-time
Viewing Calls in Real-time
Recording Calls in Real-time
Monitoring Calls
Flagging Calls in Real-time
Listing, Searching, and Replaying Call Recordings
Listing Recorded Calls
Defining a Call Search Criteria
Saving Search Criteria
Loading Saved Searches
Deleting Saved Searches
Playing Recorded Calls
Replaying Recording Chain Segments
Flagging Recorded Calls
Deleting Recorded Calls
Exporting Recorded Calls
Exporting Recording Chain Segments
View the Call Recording Audit Log
Verifying Watermarks
Exporting Search Results
Copying and E-mailing Call Recording
About Call Chains
Screen Recording
Viewing and Monitoring Computer Activity in Real-time
Monitoring Screens
Listing, Searching, and Playing Screen Recordings
Listing Screen Recordings
Replaying Screen Recordings
Flagging Screen Recordings
Deleting Screen Recordings
Exporting Screen Recordings
Viewing Screen Recording Audit Log
Copying and E-mailing Screen Recording Links
Agent Evaluation
Creating Evaluations
Listing, Searching and Viewing Evaluations
Searching Evaluations
Defining Evaluation Search Criteria
Viewing an Evaluation
Deleting Evaluations
Printing Evaluations
Exporting Evaluations
Copying and Emailing Evaluation Links
Performing and Editing Evaluations
Editing Evaluations
Scoring Evaluations
Adding Evaluation Bookmarks
Adding Evaluation Notes
Adding and Removing 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
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
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
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
Reports
|
Viewing, Creating and Editing Reports
Viewing, Creating and Editing Reports
This section of the Help describes:
Viewing Reports
Creating Reports
Loading Reports
Editing Reports
Deleting Reports
Exporting Reports
Printing Reports
Scheduling Reports