Nortel Quality Monitoring Search and Replay Guide

Transcription

1 Nortel Quality Monitoring Search and Replay Guide NN Product release 7.0 Standard November 2009

2

3 Nortel Quality Monitoring Search and Replay Guide Publication number: NN Product release: 7.0 Document release: Standard Date: November 2009 Copyright Nortel Networks. All Rights Reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.

4

5 Contents Getting Started 7 About this guide How to get help Introduction to Quality Monitoring 11 Search and Replay Overview Navigating the User Interface 17 Logging On To Quality Monitoring Launching Search and Replay Search and Replay Functions Logging Off Changing Your Password User Administration 27 Role of the Administrator About Roles About Users About Groups Contacts 61 About Contacts Playback Annotation Evaluations Managing Contact Folders Managing Contacts Using High Volume Storage Capabilities Purge, Archive and Restore Processing Archiving/Purging a Contact Restoring/Searching for an Archived Contact Business Rules 103 Introduction to Business Rules Business Rules Window Event-Based Business Rules Agent Randomizer Business Rules Schedule-Based Business Rules Managing Business Rules Managing Business Rules Folders Live Monitoring 143 About Live Monitoring Active Agents Window Search and Replay Guide v

6 Contents Standard Live Monitor Window Initiating/Stopping Live Monitoring Saving Live Monitoring Sessions Live Monitoring from Workforce Management Recording on Demand from Workforce Management Logging Off Active Agents Searching 155 About the Search Feature Searching for a User Searching for a Contact Searching for a Rule Modifying Search Criteria Saving Searches Agent Initiated Monitoring (AIM) 167 Accessing AIM Contact Monitoring Competency-Based Learning 173 Launching elearning from Quality Monitoring Glossary 177 vi Nortel Quality Monitoring

7 Chapter 1 Getting Started In this chapter About this guide 8 How to get help 9 Search and Replay Guide 7

8 Getting Started Standard About this guide Nortel Quality Monitoring Search and Replay Guide is designed to explain concepts and procedures for the Search and Replay component of Quality Monitoring. You can use this guide as a reference for concepts, procedures, terms and definitions, and the general flow of administrative functions. This guide is designed to be used by: Nortel and Business Partner professional services staff responsible for planning and setting up systems. Customers IT staff responsible for system maintenance. Intended Audience This guide can be useful to new administrators in your company who have not had the benefit of Nortel Systems professional training. This guide is designed to be used as a reference tool by: End Users System Administrators 8 Nortel Quality Monitoring

9 November 2009 Getting Started How to get help This section explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for the latest updates to the Nortel Contact Recording and Quality Monitoring documentation, go to and navigate to the Contact Recording suite. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call NORTEL ( ). Outside North America, go to the Web site below to obtain the phone number for your region: Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: Search and Replay Guide 9

10 Getting Started Standard Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. 10 Nortel Quality Monitoring

11 Chapter 2 Introduction to Quality Monitoring In this chapter Search and Replay Overview 12 Search and Replay Guide 11

12 Introduction to Quality Monitoring Standard Search and Replay Overview The Search and Replay window consists of a row of application buttons along the top with the main work area below. The buttons available to you are determined by the feature access granted by the system administrator. The application buttons available may include: Agents: Monitor contacts in real time. Admin: Create and modify roles and users in the system. Groups: Create and modify groups in the system. Contacts: Create contact folders to organize recorded contacts in a meaningful way, as well as review stored contacts. Rules: Create business rules that trigger contact recording. Help: Access online application Help. Menu: Return to the main menu, from which you can access System Administration, Evaluation, and Reporting (if installed), or log off of Quality Monitoring. Support for Localized Dates/Times Dates and calendars are displayed in local format. The system handles dates in Greenwich Mean Time (GMT) in the database, and then displays them according to the locale and language for 12 Nortel Quality Monitoring

13 November 2009 Introduction to Quality Monitoring which your system is configured. Time is also displayed in local format, with the exception of time displayed for Search Contacts. Time format is configured in Control Panel> Regional Options. Administrator Roles At least one administrator will be at the helm of your recording solution. Generally, an administrator establishes and maintains the structure and/or hierarchy of your company s system and data. With the right blend of power and flexibility, administration comprises two major functions: configuring your system and maintaining it. These two distinct roles can be combined as a single job function or separated into two distinct positions, described below: Search and Replay Guide 13

14 Introduction to Quality Monitoring Standard Application Administrator The application administrator (the audience for this guide) maintains the user hierarchy and sets permissions for roles, folders, and groups to determine user access to application features. This guide is specifically designed for application administrators whose function is to maintain your system for your organization and use the skills listed below. Using Search and Replay for administrative maintenance Understanding your organizational hierarchy Translating business goals into business rules Troubleshooting contact flow scenarios Communicating with users in your organization 14 Nortel Quality Monitoring

15 November 2009 Introduction to Quality Monitoring Server Administrator The server administrator configures recording for your business needs. This administrator assigns workspaces, manages telephony, and configures hardware for your system using the skills listed below. Configuring your system with System Administration tools Understanding the basics of the lower-level system architecture Installing third-party applications and recording software Administering security Search and Replay Guide 15

16 Introduction to Quality Monitoring Standard Nortel Quality Monitoring

17 Chapter 3 Navigating the User Interface In this chapter Logging On To Quality Monitoring 18 Launching Search and Replay 20 Search and Replay Functions 22 Logging Off 23 Changing Your Password 24 Search and Replay Guide 17

18 Navigating the User Interface Standard Logging On To Quality Monitoring 1 From your browser, access Quality Monitoring by typing or to open the Login window. 2 Type your Login Name and Password, and click OK. The first time that you log on, you receive a prompt to change your password. If you do not know your login name or password, or have difficulties logging on, contact your administrator. 18 Nortel Quality Monitoring

19 November 2009 Navigating the User Interface Result: The Quality Monitoring main menu appears. Search and Replay Guide 19

20 Navigating the User Interface Standard Launching Search and Replay To launch Search and Replay, click the Search and Replay button on the main menu page. Note: Your access to system components is configured by the administrator who assigns your particular role. Therefore, all four component options (Search and Replay, Evaluations, Reporting, and System Administration, may not appear on your window. Ask your administrator any questions about your system access. The Java plug-in causes the Quality Monitoring system to generate an error when launching the Search and Replay feature, when loading an evaluation after launching the Search and Replay feature, and when Live Monitoring an agent. To avoid the error message: 1 Select Control Panel > Java Plug-in. 2 For JRE 1.4.2_15 for lower, select the Cache tab and de-select Enable Caching. For JRE 5.0 updates, in the General tab, click Settings, click View Applets, and clear Enable Caching. For JRE 6.0 updates, in the General tab, click Settings, and clear Keep temporary files on my computer. Note: For more information about this known issue with Sun, see the following Web site: 20 Nortel Quality Monitoring

21 November 2009 Navigating the User Interface Result: The Search and Replay window appears. In this window, you can select the various buttons at the top of the page to perform the tasks described in this guide. The functions that you can access are described in the table on the following page. Search and Replay Guide 21

22 Navigating the User Interface Standard Search and Replay Functions Based on user access granted by the administrator, the following buttons appear in the Search and Replay user interface: Click this... to perform these functions: Live Monitor customer interactions as they take place and enables supervisors to log off active agents when necessary. Create and manage roles and users. Create and manage groups. Review contacts. Create contact folders to organize recorded customer interactions in a structured format, where contact files are stored Configure conditions that trigger business rules for contact recording. Create business rules folders. Access online application help. Return to the Main Menu. 22 Nortel Quality Monitoring

23 November 2009 Navigating the User Interface Logging Off 1 Click the Menu button on the top right of the window. Result: The Quality Monitoring main menu appears. 2 Click Logout. The system exits and opens the Login window. 3 Click the x in the top right corner of the window to close it. Search and Replay Guide 23

24 Navigating the User Interface Standard Changing Your Password 1 Access Quality Monitoring from your browser to open the Login window. 2 If you are already logged on, log off to access the Login page. 3 Click Change Password. 24 Nortel Quality Monitoring

25 November 2009 Navigating the User Interface Result: The Change Password window appears. 4 Type your Login Name and Old Password (existing password). 5 Type a New Password. Your Quality Monitoring administrator determines password restrictions. If you have questions about the requirements for your password, contact your Quality Monitoring administrator. 6 To ensure that you typed the password correctly, type it again in the Confirm New Password field. 7 Click OK. The system verifies your Login Name and Old Password, and your New Password. Result: If all fields are accepted, the main menu appears. Your password is changed. Search and Replay Guide 25

26 Navigating the User Interface Standard Nortel Quality Monitoring

27 Chapter 4 User Administration In this chapter Role of the Administrator 28 About Roles 31 About Users 37 About Groups 52 Search and Replay Guide 27

28 User Administration Standard Role of the Administrator The system administrator is responsible for creating and maintaining the roles and users in Nortel Quality Monitoring. By default, the system creates an EADMIN account for the administrator role. The administrator can set up individual or multi-tenanted environments. A multi-tenanted environment is shared by multiple clients. If the environment is shared, the administrator limits access to each shared environment so that clients can only see and modify the data associated with the users, groups, and agents relevant to their particular organization. Then the administrator adds the users to the system, assigning them the appropriate role. The completion of the definitions creates the role-based hierarchy, as well as the reporting hierarchy of users that are recorded, reported on, and evaluated in Nortel Quality Monitoring. Although not every user requires application access through role assignment, every user and agent that you want to monitor must be set up in Search and Replay. The administrator is also the only user with automatic privileges to see the Recycle folder used with business rules and contacts. If users need to recover deleted rules, rule folders, contacts, or contact folders, the administrator can access the Recycle folder located in the associated item's tree view and restore the item to a location visible to the user. Other users may be assigned Recycle folder privileges by the administrator. You cannot create a role with the same privileges as the administrator (EADMIN account). Although you can create a role with all rights assigned, users assigned to this new role do not have the same privileges as the administrator because they cannot automatically see the Recycle and Unassigned folders. EADMIN is the only role with full security rights to everything in the system. You cannot create another role with full security rights. If your system is integrated with Workforce Management, the administrator only has limited functionality to create or modify user information, which includes hierarchy management of users. All drag-and-drop functionality is disabled. The administrator cannot change any of the agent information including: First name Middle name Last name Supervisor Login status Login ID Personal ID Status address. 28 Nortel Quality Monitoring

29 November 2009 User Administration However, the administrator can perform the following functions: Change the agent's role Modify the randomizer template for business rules Reset passwords Modify agent IDs Update user fields and comments Eadmin The system creates an EADMIN account, that the administrator uses to access all features within the Nortel Quality Monitoring system. The Eadmin account is designed to administer the system and to aid in correcting mistakes (for example, a user deletes a contact and needs to retrieve it). There is only one Eadmin user (the Nortel Quality Monitoring Administrator Role has security rights outside of what can be assigned to other roles/users). Note: You cannot create a role with the same privileges as the administrator (EADMIN account). Although you can create a role with all rights assigned, users assigned to this new role do not have the same privileges as the administrator because they cannot automatically see the Recycle and Unassigned folders. Note: If your system is integrated with Workforce Management, the administrator only has limited functionality to create or modify user information, which includes heirarchy management of users. All drag-and-drop functionality is disabled. The administrator cannot change any of the agent information. Recycle Folder Access The Nortel Quality Monitoring Administrator can provide other users with access to the Recycle folder, which is located in both the Contacts and the Business Rules Folder trees. The Nortel Quality Monitoring Administrator can assign one of the following degrees of access to any user who has access to business rules or contacts: Read only: The user will be able to see and play back contacts, and see business rules and folders in the Recycle folder but not take any action on them, such as restore or delete. Modify: The user will be able to permanently delete contacts, folders, and business rules from the system and restore contacts, business rules and folders back to the system. Full Control: The user will have read and modify control plus the ability to provide other users with permission to the Root directory of the Recycle folder. Security/Permissions for Folders that have been moved to the Recycle folder can not be changed. To grant access, or modify a user s access to the Recycle folder: Search and Replay Guide 29

30 User Administration Standard Click the Recycle folder in the folder tree. 2 Click the Security tab. 3 Use the right and left arrow buttons to grant the desired level of access. 30 Nortel Quality Monitoring

31 November 2009 User Administration About Roles Roles correspond to business functions in your organization and determine each user's position in the organizational hierarchy. Roles also provide the framework for security in Nortel Quality Monitoring. Each role is assigned permissions based on specific business-related duties, such as, supervisor, agent, and so on. Once you define roles, you can assign them to users. A default role of Not Assigned is built in to the system. This role is recognized for monitoring purposes and does not have access to any system features. For example, objectives for supervisors and agents differ because their job functions differ. Agents may not require access to Nortel Quality Monitoring, but need to be set up in Nortel Quality Monitoring to have their calls monitored. Supervisors do require access to Nortel Quality Monitoring to replay the agent's monitored calls and to be able to evaluate that agent's performance. Therefore, two different roles need to be set up in Admin to allow different levels of access for both supervisors and agents. The use of roles has several advantages. Roles eliminate the need to assign duplicate security permissions to every user since permissions are defined only at the role level. Changing permissions for a role changes the permissions for all users to whom the role is assigned. A role is assigned to a user on the General tab of the User Properties tab. You must have appropriate security permissions to perform certain tasks within the Nortel Quality Monitoring system such as editing, adding, or deleting system administration components. The administrator (EADMIN user) is responsible for setting up security Note: Not Assigned roles do not have any security permissions. Note: Each role must have a unique name. Names are not case sensitive; You cannot name one role "Supervisor"and another role "supervisor." This section describes the following topics: Adding a Role on page 32 Modifying a Role on page 36 Renaming a Role on page 36 Copying a Role on page 36 Search and Replay Guide 31

32 User Administration Standard Adding a Role 1 From the Search and Replay user interface, click Admin, and then select the Roles tab at the bottom of the tree view. 2 Right-click the roles folder, and then click New Role from the shortcut menu. A New Role folder opens at the bottom of the tree view in the left pane, and a Properties tab for the new role opens in the main window area. 32 Nortel Quality Monitoring

33 November 2009 User Administration 3 On the Properties tab, type a Name and Description for the role. Note: Each role must have a unique name. Names are not case sensitive; You cannot name one role "Supervisor"and another role "supervisor." 4 On the Properties tab, select the Application Features to which this role has access by checking the Enabled boxes. Since you define the features to which a role has access, roles provide the framework for security. Search and Replay Guide 33

34 User Administration Standard Click the Assigned Users tab to view the list of users to whom the role is assigned. The Assigned Users tab for a role lists the users to whom the role is assigned. 6 Click Add to create the role. The new role appears in the tree view (the left pane of the window). Click Cancel if you do not want to create this new role. Note: Once a role is created, you can only modify it, you cannot delete it from the system. 34 Nortel Quality Monitoring

35 November 2009 User Administration Restricting User and Group Property Lists by Security When adding or modifying a role, if you select the Restrict User and Group Lists By Security check box, the user and group lists for contacts, rules, and evaluations will be limited based on the user hierarchy and security settings. For more information, see the Nortel Quality Monitoring Report Description Guide. You can create a role called Lead Supervisor and enable appropriate features for persons filling this role. Do one of the following: Click Add to create the role. The new role appears in the tree view (the left pane of the window). Click Update, if you are modifying a role to add this security restriction feature Click Cancel if you do not want to create this new role. The name that you assigned the new role (Lead Supervisor, for example) appears beside its folder (which before was titled New Role.) Search and Replay Guide 35

36 User Administration Standard Modifying a Role 1 From the Search and Replay user interface, click Admin, and then select the Roles tab at the bottom of the tree view. 2 Click the role that you want to modify from the tree view, and then click the Properties tab. 3 Click the Enabled boxes on the Properties tab to change the features to which this role has access. 4 Do one of the following: Click Update to modify the role. Click Reset to discard your changes. Renaming a Role Copying a Role 1 From the Search and Replay user interface, click Admin, and then select the Roles tab at the bottom of the tree view. 2 In the tree view, right-click the role that you want to rename, and then select Rename from the shortcut menu. The role name becomes an editable field. 3 Type a new name for the role. 4 To save the new name, press Enter. If you want to discard your changes, press ESC. Note: You can also rename a role by changing the role name on the properties tab. Note: Each role must have a unique name. Names are not case sensitive; You cannot name one role Supervisor and another role supervisor. 1 Click the Admin button, and then select the Roles tab at the bottom of the left pane's tree view. 2 In the tree view, right-click the role that you want to copy. From the shortcut menu, select Copy. The system creates a new role and duplicates the Description and Application Features settings. No users are copied. 3 Type a new Name and Description. (Role names are not case-sensitive) 4 On the Properties tab, change any Application Features to which this role has access by clicking the Enabled box next to the appropriate features. 5 Click Add. The new role is created. 36 Nortel Quality Monitoring

37 November 2009 User Administration About Users A user is a person defined in the user hierarchy. Users may or may not have access to applications and features. For example, administrators, who have unlimited system access, are users. Supervisors, who are granted access to applications and features that enable them to monitor, evaluate, and report on agents, are users. Agents, who have no system access but need to be part of the system for monitoring, evaluating, and reporting purposes, are also users. Each user is assigned a role. The Not Assigned role (which has no privileges) is given to users for whom roles are not assigned. You can modify user information, but you cannot delete a user from the system. This enables your organization to retain historical data. This section discusses the following topics: Adding a User on page 38 Modifying a User on page 45 Reassigning a User to a Different Supervisor on page 45 Resetting a User password on page 49 Deactivating a User on page 50 Activating a User on page 51 Search and Replay Guide 37

38 User Administration Standard Adding a User You cannot add a New User from the Nortel Quality Monitoring side if Workforce Management is enabled. If you need to add a new user from the Nortel Quality Monitoring side, go into System Administration, on the Root Settings page, and deselect WFM Integration Enabled. To add a user: 1 In the Search and Replay window, click Admin to open the Users tab. 2 Right-click a folder in the tree view, and then select New User from the shortcut menu: Note: You must click a folder to enable the New User option. 38 Nortel Quality Monitoring

39 November 2009 User Administration 3 Complete the appropriate information on the Properties tab. Assign both a role and a supervisor to the new user. 4 Click Add. Search and Replay Guide 39

40 User Administration Standard Result: A window appears, confirming the new user is added to the system. The new user is added to the hierarchy, according to their role and supervisor. 40 Nortel Quality Monitoring

41 November 2009 User Administration Properties Tab The table below illustrates the User Properties tab interface elements: Area First Name Middle Name Last Name Role Supervisor Reset Password Description User s first name. User s middle name (if applicable). User s last name. Role assigned to the user. The default is Not Assigned, which has no permissions. Select the role from the dropdown list to determine application features for the user. The person to whom the user reports. Select the supervisor from the drop-down list. The default is Not Assigned. administrators can use this feature to reset passwords for users who are locked out of the system. The reset password is password. General Tab: Note: The General tab is disabled for system-defined users. Login Enabled If checked, the user can access the system. If unchecked, the user cannot access the system. Login Name Personnel ID Status Activation Date Deactivation Date Randomizer Template The ID by which the user will access. Use any combination of alphabetic and numeric characters. Special characters allowed: underscore ( _ ) and dash ( - ). Maximum number of characters: 32. The employee number, social security number, or other Human Resource label your organization uses. This label does not have to be numeric. The default is Active. Select Active or Inactive from the drop-down list. The user s information The first date the user s system access is enabled. The last date the user s system access is enabled. Displays the business rule, if any, that creates contacts for the agent on a random basis. Use to assign or change the randomizer rule used for the agent. Search and Replay Guide 41

42 User Administration Standard Area Description Agent IDs tab: Associates the user with systems that interface with select an existing agent ID or creating a new one. For example, a message delivered through an e- mail ACD contains a third-party ID for the agent handling the . Note: The Agent IDs tab is disabled for system-defined users. System Device Lists third-party systems defined during system configuration. Select a device from the drop-down list. The system populates the Available IDs list based on the device selected. Use System Administration to add or edit system devices. Available IDs Assigned IDs Add Remove Lists IDs or extensions for the selected System Device not already assigned to an agent. To create an association for the user, select a single item from the list and then click Add; to create multiple associations, hold down Ctrl and then click each item, and then click Add. For free seating devices, you can create an ID by typing it in the text box above the list. Click Add to create the new ID. Displays all IDs already assigned to the agent for all devices. To delete an association, select a single item from the list and then click Remove; to delete multiple associations, hold down Ctrl and click each item, and then click Remove. For each assignment, the system displays: System Device: The device to which the ID belongs. Seating: displays whether the device uses free seating or fixed seating. For free seating, agents are associated with a device when they log on to the third-party system. For fixed seating, agents are always associated with the same device on the third-party system. Selected ID/Device: Displays the ID or extension associated with the agent for the device. Removes the selected item from the Available IDs list and creates an entry in the Assigned IDs list. Enabled only when an Available ID is selected or typed. For free seating devices when a new ID has been typed in the text box above the list, click Add to create the ID and add it to the Assigned IDs list. Removes the selected item from the Assigned IDs list and makes the ID or extension available for assignment to another agent. Enabled only when an Assigned ID is selected. 42 Nortel Quality Monitoring

43 November 2009 User Administration Area Description User Fields tab: Note: The User Fields tab is disabled for system-defined users. Character Fields Date Fields Use the ten Character Fields for agent-specific information. Use the five Date fields for agent information, such as date of hire, employee performance and evaluation dates. Comments tab: The information typed here appears in the Description column on both the Roles and the Summary tabs. Note: The Comments tab is disabled for system-defined users. Search and Replay Guide 43

44 User Administration Standard Assigned Users Tab The Assigned Users tab lists information specific to each individual user. Area Subordinate Name Role Description Description Lists the users who report to the user selected in the tree view. Role assigned to the user in the Subordinate Name column. A description of the role that the agent is assigned. 44 Nortel Quality Monitoring

45 November 2009 User Administration Modifying a User 1 In the Search and Replay window, click Admin, and then select the Users tab on the bottom left of the window. 2 In the tree view, select the user that you want to modify. The Properties tab opens. 3 On the Properties tab, make your changes. 4 Click Update to save the changes, or click Reset to discard your changes. Note: If Enterprise Reporting is installed, any user modification (agents or supervisors) in Nortel Quality Monitoring results in a real time update in Enterprise Reporting. No user information updates in Nortel Quality Monitoring should be done during an Enterprise Reporting upgrade. Reassigning a User to a Different Supervisor To reassign a user to a different supervisor: Search and Replay Guide 45

46 User Administration Standard From the Search and Replay window, click Admin. Result: The Users tab opens at the bottom left of your window. 2 In the tree view, right-click the user to reassign, and then select Cut from the resulting menu. 3 Right-click the supervisor to whom you want to reassign the user, and then select Paste from the resulting menu. 46 Nortel Quality Monitoring

47 November 2009 User Administration To select multiple users: 1 From the User tree, select a user group containing multiple users. 2 Select the Assigned Users tab. 3 Hold down the Ctrl Key while selecting each user on the assigned user tab. 4 Right-click, and then select Cut. 5 From the User Tree, select the new location. 6 Right-click and then select Paste. Search and Replay Guide 47

48 User Administration Standard Result: The contacts appear in the new location. Note: You can also drag and drop agents from one supervisor to another. If Enterprise Reporting is installed, any user modification (agents or supervisors) in Nortel Quality Monitoring results in a real time update in Enterprise Reporting. No user information updates in Nortel Quality Monitoring should be done during an Enterprise Reporting upgrade. Note: You cannot delete a user. However, you can deactivate a user, as described in the following procedure. 48 Nortel Quality Monitoring

49 November 2009 User Administration Resetting a User password 1 Click Admin to display the users tree view in the left pane. 2 In the tree view, choose the user whose password needs to be reset. 3 Click the Properties tab. 4 On the General tab, click the check box to enable the Logon Enabled option. 5 Click Reset Password. If the Allow Default Password checkbox is selected in System Administration, the password resets to password. If the Allow Default Password checkbox is left blank in System Administration, the Set User Default Password dialog opens. Specify the password you want the user to use in this dialog and click OK. 6 Click Update. Note: You can enable the Logon Enabled option only if the user's status is Active. Only EADMIN and supervisors can reset a user s Password. Search and Replay Guide 49

50 User Administration Standard Deactivating a User 1 In the Search and Replay window, click Admin. The Users tab opens on the bottom left of the window. 2 From the tree view, select the user that you want to deactivate, and then click the Properties tab. 3 On the General tab, from the Status list, select Inactive. 4 Click Update to deactivate the user, or click Reset to cancel. The inactive user now appears in the Inactive Users folder and that user's Login Name is no longer available. 50 Nortel Quality Monitoring

51 November 2009 User Administration Activating a User 1 From the Search and Replay window, click Admin. The Users tab opens on the bottom left of the window. 2 In the tree view, click the Inactive Users folder, and then select the user to activate. 3 Click the Properties tab. 4 On the General tab, from the Status list, select Active. 5 Click Update. The system moves the user to the Not Assigned folder. 6 If you want to allow the user to log on to the system: On the General tab, click Login Enabled. The system enables the Login Name. Provide a unique Login Name. Assign both a Role and a Supervisor. Click Update. The default role is Not Assigned. This role does not allow the user to perform any tasks in the system. Search and Replay Guide 51

52 User Administration Standard About Groups A group is a subset of users with something in common. For example, you can create (add) a group of users who report to a specific supervisor, or you can create a group of users who have a specific customer service goal in common (even if they report to various supervisors). When you organize users into groups enables more efficient monitoring and evaluating. For example, after you have created a group, you can use that group to share access to contacts and business rules, reducing the amount of work required to share access with individual users. Each user in the hierarchy can belong to various groups. The relationship between roles, users, and groups is shown in the following illustration. You can share groups with other supervisors who would not otherwise have access to the members included in your groups. Each Nortel Quality Monitoring user can belong to multiple groups. A group that you create can only be seen by Nortel Quality Monitoring users with whom you have shared the group. A group that you create cannot be edited by anyone except you and those to whom you grant administrative access. Like other features that you access through Search and Replay, the Group window consists of a tree view on the left-hand side and tabs on the right-hand side for viewing group properties and summaries or assigned users. Right-click a group in the tree view to access it. A user can belong to multiple groups. This section describes the following topics: Adding a Group on page 53 Modifying a Group on page Nortel Quality Monitoring

53 November 2009 User Administration Renaming a Group on page 56 Copying a Group on page 56 Deleting a Group on page 57 Sharing a Group on page 57 Changing a User s Group on page 58 Copying a User to Another Group on page 60 Adding a Group 1 In the Search and Replay window, click Groups, and then right-click a folder in the tree view. 2 Select New Group from the shortcut menu. A Properties tab for the new group opens in the main window area. 3 Type the appropriate information on the Properties tab, see Group Properties Tab on page From the Supervisor list, select a supervisor. 5 You can choose the group members, shared members and administrators at this time, or you can modify this group later. See Modifying a Group on page 56. Search and Replay Guide 53

54 User Administration Standard Use the arrows to move users from the Available list to the Selected list. 7 Click Add. 54 Nortel Quality Monitoring

55 November 2009 User Administration Group Properties Tab The Properties tab for a group contains the information specific to the group. The following table illustrates the group Properties tab: Area Name Description Members Description Group name. Group description. Indicates the users who will belong to the group. Available List of users to whom you have access to include in your group. This list includes users who report to the supervisor(s) that you selected. Selected Shared Members List of users that you have chosen to include in your group. Indicates who will share the group. These users will be able to view the group, but they will not be able to modify it. Available Selected Administrators List of users to whom you have access to include in your group. This list includes users who report to the supervisor(s) that you selected. List of users that you have chosen to include in your group. Use this tab to indicate the administrators for the group.these users will be able to view, make changes and delete a group. Available Selected List of users to whom you have access to include in your group. This list includes users who report to the supervisor(s) that you selected. List of users that you have chosen to include in your group. Search and Replay Guide 55

56 User Administration Standard Group Assigned Users Tab The Assigned Users tab for a group contains the information specific to the group. Area Member Role Description Description Lists the members of (the users in) the group. Role assigned to the user in the Member column. Information included in the Comments box on the User Properties tab for the group in the Member column. Modifying a Group 1 In the Groups window, click a group in the tree view. The Properties tab for the group opens in the main window area. 2 Make the desired changes to the group properties. Use the arrows to move members from the Available list to the Selected list and from the Selected list to the Available list. 3 Click Update to save your changes, or click Reset to discard your changes. Renaming a Group Copying a Group 1 Click Groups to open the groups tree view in the left pane. 2 In the tree view, right-click the group that you want to rename. 3 From the shortcut menu, select Rename. The group Name becomes an editable field. 4 Type the new name and then press Enter. Result: The group is renamed. Note: You can also rename a group by changing the group s name in the properties tab. 1 Click the Groups button to open the groups tree view in the left pane. 2 In the tree view, right-click the group that you want to copy. 3 Select Copy from the shortcut menu. The Properties tab opens in the main window area. With the exception of the Name, both the Properties tab and the Assigned Users tab contain all properties copied from the original group. 4 Type a new Name for the group. 5 Make any additional changes to the Group's Properties. 6 Click Add. The group is created. Note: You can copy and paste members of a group multiple times. 56 Nortel Quality Monitoring

57 November 2009 User Administration Deleting a Group Sharing a Group 1 In the Groups window, right-click a group in the tree view, and then select Delete from the shortcut menu. 2 Click Yes to delete the group, or click No to keep it The only users who have access to a group that you create are the users with whom you share the group. You can control the level of access that each user has to the group. Shared members can see the group in the tree view and view the Summary tab for the group. Administrators can see and modify the properties of the group. To share a group with other users: 1 In the Groups window, right-click a group in the tree view. The Properties tab for the new group opens in the main window area. 2 Click the Shared tab or Administrators tab to select the users with whom you will share the group. 3 Click Update. Search and Replay Guide 57

58 User Administration Standard Changing a User s Group 1 From the Groups tree view, select the group where the user is a member. The Members tab for the group opens in the main window area. 2 On the Members tab, select the user s name from the list and then click the left arrows to remove them from the original group. 3 Click Update to save your changes, or click Cancel to discard your changes. 4 Select the destination group. 58 Nortel Quality Monitoring

59 November 2009 User Administration 5 On the Members tab, add the user to the selected (destination) group. 6 Click Update to save your changes, or click Cancel to discard your changes. Search and Replay Guide 59

60 User Administration Standard Copying a User to Another Group 1 From the Groups tree view, select the group where the user is a member. The Assigned Users tab for the group opens in the main window area. 2 On the Assigned Users tab, right-click the user that you want to copy, and then select Copy from the shortcut menu. 3 From the Groups tree view, right-click the destination group, and then select Paste from the shortcut menu. You can also drag and drop users to move them from one group to another. 60 Nortel Quality Monitoring

61 Chapter 5 Contacts In this chapter About Contacts 62 Annotation 70 Evaluations 74 Managing Contact Folders 78 Managing Contacts 87 Using High Volume Storage Capabilities 90 Search and Replay Guide 61

62 Contacts Standard About Contacts A contact is created when a call, an , or any other mode by which your customers get in touch with you is received into your customer interaction center. Each contact has attributes that are captured and used to determine where a contact should be stored. The Quality Monitoring system records content in data-streams that are made available for later retrieval. Content can consist of partially recorded data; some contacts do not record media, based on the business rule configuration. The content is specifically the voice, screen data, or both, and is captured during an interaction. Contacts, which include all of the metadata tracked for a Call Center interaction, are stored in the database server. A contact s metadata includes: Start and stop times of the customer interaction Related call events and their attributes Agents involved in the interaction Information about what voice and or screen data was captured during the interaction. Note: Customer interactions are also called contacts. Based on its source, a contact can also contain media of varying types, such as synchronized voice and graphical data. The various media stored with the contact are known as content. A contact can be stored without saving its content, in which case it contains only the contact attributes. Contacts reside in contact folders, where you organize them into logical subsets for easy access. Since different users may have varying needs for recording customer interactions, several different business rules can trigger the storage of the same contact based upon its attributes. Each business rule can store the contact in a different folder. In such cases, the contact is referenced by several different contact folders, to give each folder s owner access to the contact. If your organization has implemented High Volume Storage (HVS) during the system configuration process, you can archive the audio, video, or audio and video content of contacts within contact folders that you specify. You can search for archived contacts, and you can restore them to their original locations or to new contact folders that you create. 62 Nortel Quality Monitoring

63 November 2009 Contacts Database Recommendations For optimal performance, we recommend limiting the total number of contacts in the database to 1.5 million when the database resides on the BDR server and to 2.5 million when the database is on its own server. Search and Replay Guide 63

64 Contacts Standard Playback After recording a contact, you can use Search and Replay to play it back. You can launch playback from any location where there is browser-based access to the Quality Monitoring system. Playback enables you to review recorded contacts. When you initiate playback, the Review Contact window is launched to enable you to define how the contact's audio (if any) will be played. After you click the Continue button, audio is routed to the device specified (telephone extension or computer speakers) and the erecorder streams the contact video data. Then the Contact Viewer window is launched. You must click the Play button to hear any audio or to play any video. If no recorded audio exists, you will not hear anything. If there is no video, the Contact Viewer window remains blank. A position indicator at the bottom of the Contact Viewer window shows your current position in the contact. With playback, you can: Play, pause, stop, rewind, and fast forward the contact record. Move from call event to call event Add and edit annotations as voice or text that become a permanent part of the contact. Create an evaluation for any of the agents involved with the contact. Review contacts from any workstation that can log on to Quality Monitoring, for example, mobile workstations, remote workstations, and so on. When using Citrix or Windows Terminal Server for remote playback, users often find they do not have all of the ports open that Quality Monitoring requires. You can minimize the number of ports that need to be opened between the client and server by logging into a Citrix or WTS server. For detailed instructions, see the Nortel Quality Monitoring Configuration Guide. Playback from Within Workforce Management If your system is integrated with Workforce Management you can play back contacts using the Tracking module s Adherence tab. When you select an agent and click the Load Interactions button, the Adherence section enables you to view all contacts available for playback in a colorcoded graphic interface. Click the Legend button for descriptions of what the different colors represent. You can select which contact you want to review and click the Playback button. elearning Solution From the Search and Replay Playback toolbar, you can launch the elearning Solution, Lesson Management Interface (LMI), or the Student learning web page, based on your access permissions. The button is disabled if your system is not integrated with the elearning solution. Refer to the Quality Monitoring Configuration Guide for information on integrating with the Learning solution. 64 Nortel Quality Monitoring

65 November 2009 Contacts Reviewing a Contact 1 In the Contacts window, click the Contact tab where the contact resides. The tab lists all contacts for the selected folder on one or more pages containing up to 2000 contacts each. (Tab default is 1000 contacts, but can be configured to display from 100 to 2000 contacts per page). 2 Double-click the contact that you want to review, or right-click the contact, and then select Review from the shortcut menu. If the contact contains audio content, the system opens the Review Contact window. If the contact does not contain audio, the system opens the Playback window. 3 If this is the first contact that you have reviewed a contact for the current login session (and if you have not previously saved your preferred audio playback method), select your playback method in the dialog box. To listen to the audio portion of the contact on your telephone, you must have a Nortel Call Recording Card installed on the switch. If so: Select Phone. Provide your telephone number or extension. The system delivers the contact s audio to the indicated number. The number must be all numeric digits. Spaces and special characters are not allowed. Note: The Audio dialog box opens only if the Playback window is closed. If there is no Nortel Contact Recording Card in the switch, you need to listen to the audio portion of the contact through speakers connected to your workstation s sound card, Select Computer Speaker. 4 If you want to save your playback settings for future sessions, click Save audio playback method. (The default selection is Computer Speaker.) Note: You can only review (play) contacts that you have security permissions to view. If you are running Windows Vista, you must manually configure firewall ports to enable playback and Live Monitoring. Refer to the Quality Monitoring Configuration Guide for more details. Search and Replay Guide 65

66 Contacts Standard During replay, a red line might appear, that represents the least amount of media (Audio or Video) the Player has received from its streams. It also represents the point at which the Player will stop the replay because it has no more data for one or both streams of media. This line will appear when all media for a Contact has not been received. As the media is received, the Red Line will move to the right end of the progress bar and will eventually disappear. When it disappears, all media for the Contact has been received. 5 Click Continue. 6 The Playback window appears. Note: You cannot play back a contact that has no content. When attempting this, you should be notified by a system message. 66 Nortel Quality Monitoring

67 November 2009 Contacts Playback Window Area Contact Prev / Next Events Description Displays the name of the contact currently being reviewed. Moves to the previous /next contact in the current folder. When using a phone to listen to audio: When running Search and Replay in a client/server environment, the telephone extension used to hear audio remains connected, for example, the telephone rings only for the first contact reviewed. Do not release the telephone connection or the phone will not ring for the next contact. The event list contains a chronology of all contact events, for example, begin contact, connect, end contact, and so on, as well as any annotations added to the contact. All events are time stamped relative to their position in the contact. The system highlights each event as it is reached during playback. If the current position in the contact is between events, this is represented by up and down arrows appearing on the events that frame the current position. Content tab Attributes tab Displays the graphical user interface captured from the agent's workstation during the course of the contact. Displays the attributes for the event selected in the Events list. Click to create or edit an annotation. Opens the annotation selected in the event list for reviewing or editing. This button is role dependant. Click to remove an annotation. Removes the annotation selected in the event list. This button is role dependant. Playback Toolbar Start Time The Playback toolbar contains buttons for controlling the real-time playback of the contact, for example, playing, rewinding, stopping, and so on, as well allowing the creation of evaluations. Displays the date and time the contact began. Search and Replay Guide 67

68 Contacts Standard Area Playback Slider End Time Description Provides a slider that you can drag to a specific time in the contact. Below the slider each event in the event list is represented by its position in the contact using the character. Also displays the start date and start time of the contact, the minutes and seconds currently into the playback, and the duration of the contact in minutes and seconds. Displays the date and time the contact ended. When illuminated, playback has a Client Socket (CS) connection to the server and can send commands through the Playback Toolbar, for example, play, pause, and so on This indicator should always be on. Audio No Audio Video No Video When illuminated, Playback has received audio data that the system recorded during the contact If dimmed, there is no audio associated with the data recorded during the contact. When illuminated, playback has received graphical screen data that the system recorded during the contact. If dimmed, there is no graphical information associated with the data recorded during the contact 68 Nortel Quality Monitoring

69 November 2009 Contacts Playback Toolbar Use the Playback Toolbar to control the audio/video of the contact s content, as shown in the following table: Button Description Plays the contact. Pauses the contact at any point during playback. Stops the contact at any point during playback. Launches the Create Evaluation window, where you can evaluate the agent while you review this contact. Moves to the Previous Event in the contact. Moves forward to the Next Event in the contact. Rewinds the contact. Fast forwards the contact. The Playback Window and Capture screen are resized to display the entire Capture screen without scroll bars. It is disabled when playing, rewinding, or fast forwarding the contact. Search and Replay Guide 69

70 Contacts Standard Annotation Annotation is a feature of playback that enables you to add commentary or explanatory notes as you review your recorded contacts. At any point during playback, you can add your annotations. When you add your text or voice annotation, the system creates a new item in the event viewer indexed to the time in the contact when you inserted the annotation. An annotation can be one of the following types: Text: Allows up to 1,024 characters per annotation. Voice: Requires a computer microphone to record audio comments; 1 minute maximum. Annotations can be public or private. Anyone with access to review the contact as well as security permissions to view annotations can view or hear public annotations. Private annotations are not shared and only the author of the annotation, or anyone with the administrator role will ever see or hear it. Note: Exported contacts do not include any annotations associated with the contact. Annotation Toolbar The annotation toolbar, found on the Annotation window, enables you to control your computer microphone for recording audio, and also controls the playback functions of an existing voice annotation Button Name Description Record Play Records a new voice annotation from your computer microphone. If a voice annotation already exists, using this button will erase the existing audio. Plays the voice annotation. Pause Pauses the voice annotation at any point during playback. Stop Stops the voice annotation at any point during playback, or stops recording during the creation of the annotation. Adding an Annotation to a Contact You can annotate (provide voice or text commentary to) a contact while you review it, to provide helpful information to an agent, and/or to record information you want in the contact that clarifies your evaluation of the agent. 70 Nortel Quality Monitoring

71 November 2009 Contacts To add an annotation to a contact: 1 Initiate playback for a contact, as described in About Contacts on page Use the Playback Toolbar to get to the point within the contact where you want to add a voice or data annotation. 3 Click Add Annotation to open the Annotation window. 4 Provide a unique annotation Name. 5 Designate the type of annotation that you want to create: Public annotations are accessible to anyone with access to the contact. Private annotations are accessible to you and anyone with the administrator Role. 6 Create either a text or voice annotation. Search and Replay Guide 71

72 Contacts Standard Adding a Text Annotation 1 Click Text, and then type the comment in the edit field provided. You can insert up to 1,024 characters. 2 Click Save. 72 Nortel Quality Monitoring

73 November 2009 Contacts Adding a Voice Annotation 1 Click Voice, and then click Record. The system begins recording all audio, using your computer microphone. 2 When you have finished speaking into the microphone, (for up to 60 seconds) click Stop. 3 Click Save. Modifying an Annotation 1 Initiate playback for a contact with an annotation. 2 Click the Annotation Name in the Playback window's event list. 3 Click View Annotation, located below the event list. The Edit Annotation window opens. Note: Make the required changes to the annotation Name, Access Type, and Annotation content (text or voice). Note: You cannot modify voice annotations. If you click Record on the toolbar, the existing annotation will be lost. 4 To save your changes, click the Save button. Click Cancel to discard your changes. Deleting an Annotation 1 Initiate playback for a contact with an annotation. 2 Click the Annotation Name in the Playback window's event list. 3 Click Delete Annotation, located below the event list. The system opens a confirmation dialog box. 4 Click Yes. The annotation is removed from the event list and discarded. Note: You must have security permission to add or delete annotations. Search and Replay Guide 73

74 Contacts Standard Evaluations Evaluation is the component of Quality Monitoring that enables you to use the forms created in Form Generation to evaluate customer interactions. A well-designed evaluation can reveal problem areas, issues, trends, and opportunities for growth within your organization. While using playback to review a contact, Quality Monitoring enables you to evaluate an agent based upon the selected contact. Note: For more information, see Evaluation Help. Create Evaluation Window When you choose to create an evaluation during playback, the system launches the Create Evaluation window. On this window, you must select the form (an evaluation template containing predefined questions) upon which the evaluation is based, as well as the agent that you want to evaluate. The window contains the following elements: Area Form List - Name Agent List - Name Tile Windows Evaluate Cancel Description Select from the drop-down list the form upon which the evaluation will be based. You can only see the forms that you have been granted the permission to see. Forms are created using the Form Generation component of Quality Monitoring. Refer to the Evaluation Help for complete information about form creation, maintenance, and security permissions. Select from the drop-down list the agent (Quality Monitoring user) whose performance that you want to evaluate. You can only see the names of agents that participated in the contact. Click to proportionally arrange the Playback and Evaluation windows on your desktop. After you select a form and an agent, click to launch the Evaluation window and to proceed with the evaluation creation. Click to stop the evaluation creation. Evaluation Window The Evaluation window is where you will evaluate the agent using the form selected on the Create Evaluation window. You can resize the window as required to display all questions on the evaluation. The window contains the following elements: Evaluation tab: Evaluate the agent's performance. Security tab: Define security permissions for viewing, copying, modifying and deleting the evaluation. 74 Nortel Quality Monitoring

75 November 2009 Contacts Mark as Calibration: Mark the evaluation as one that is to be used for calibration only, but not for scoring. Export to HTML: export the evaluation to an HTML file. s the evaluation. Print: Print the evaluation. Check Spelling: Checks the evaluation for spelling errors. Save As: Save the evaluation in an evaluation folder. Cancel: Discard the evaluation. The Evaluation window does not restrict access to the Playback window. During the course of the agent evaluation, you can switch back to the Playback window as required to continue, pause, and stop the contact review. After you have performed your evaluation, you can save it and return to the playback of the contact. Evaluation Tab On the Evaluation tab, you quantify the customer interaction performance of one of the agents who participated in the contact. The Evaluation tab uses both the form (an evaluation template containing predefined questions), and the agent who you selected in the Create Evaluation window. When the system displays the form's questions, answer them in accordance with your evaluation of the agent's customer service skills. Evaluation Security Tab The Security tab of the Evaluation window contains the security information for an evaluation. This tab enables you to control the access that other users have to the evaluations that you create. You can access the security information by creating an evaluation, and then clicking the Security tab. Important Notes About Evaluation Security: Establish and maintain security for evaluations through evaluation folder security (accessed through Evaluation). Use the Evaluation Security tab only in those cases where you need to provide custom access for a single evaluation. Be careful when you grant full security permissions (Full Control) for an evaluation to other users. You lose ownership status for an evaluation if another user cuts, and then pastes that evaluation into a folder to which you do not have access. The other user gains ownership of the evaluation. Search and Replay Guide 75

76 Contacts Standard The following table details the information found on the Security tab: Area List Type Master list Read list Modify list Full Control list Save As Cancel Description Select Users or Groups from the drop-down list. This choice determines what populates the Master List. Lists the available users or groups to which you can grant access. Lists the users or groups who can perform the following operations with the Evaluation: Open Export to HTML Print Check Spelling Use the arrows (<< >>) to move users or groups onto or off this list. Lists the users or groups who can perform the following operations with the Evaluation: Read List Privileges Cut Rename Mark As Calibration Undo All Changes Use the arrows (<< >>) to move users or groups onto or off this list. Lists the users or groups who can perform the following operations with the Evaluation: Modify List Privileges Delete Set Security Privileges Use the arrows (<< >>) to move users or groups onto or off this list. Saves the evaluation in an evaluation folder. Discards the evaluation. 76 Nortel Quality Monitoring

77 November 2009 Contacts Creating an Evaluation 1 Initiate Playback for a contact. 2 On the Playback toolbar, click Create Eval. If playback was underway, it is automatically paused. The system opens the Create Evaluation window and lists all forms (an evaluation template containing predefined questions) to which you have been granted access, and all agents involved with the contact. 3 Select the form and the agent that you want to evaluate, and then click Evaluate. The system loads the selected form and then opens the Evaluation window. To stop the creation of the evaluation and return to the Playback window, click Cancel. 4 Use the Evaluation tab to evaluate the agent, using the questions on the selected form. You can switch between the Playback window and the Evaluation window if you need to reference the contact. 5 When you have completed the evaluation, click Save As. The system opens the Save As window. Select the evaluation folder where you want to store the evaluation. Refer to Evaluation Help for complete information about evaluation folders. 6 Assign a name to the evaluation. The default name is the evaluated agent name, the current date, and the current time. Click Save. The system stores the evaluation in the selected evaluation folder and returns you to the Evaluation window. If you want to make any additional changes to the evaluation, you may do so, and then click Save to store your changes permanently. After you have saved the evaluation to a folder, you cannot change the folder or the evaluation name except by accessing the Evaluation component of Quality Monitoring. 7 When you have completed the evaluation, click Close. The system returns you to the Playback window. Note: When you click close, it does not discard the evaluation. You saved it in Step 7. Search and Replay Guide 77

78 Contacts Standard Managing Contact Folders Contacts reside in contact folders, where you organize them into logical subsets for easy access. For example, you can create a contact folder called New Hires with sub-folders for each new employee on your staff. Then, you can create a business rule for each new employee who uses Search and Replay. You can create a rule that records the contacts that each new hire handles, and place it in the appropriate contact folder. Contact folders help you view a single agent s contacts quickly and easily. This section describes the following: Contact Folder Recommendations on page 78 Adding a Contact Folder on page 78 Deleting a Contact Folder on page 84 Modifying a Contact Folder on page 84 Contact Folders Shortcut Menu on page 84 Viewing Calls in the Adherence Section of Workforce Management on page 88 Replaying Calls from the Adherence Section of Workforce Management on page 89 Contact Folder Recommendations For optimal performance, we recommend creating folders for each supervisor and keeping those folders less than 10K in size. When contact folders contain a large number of contacts, it can take a significant amount of time to open the folder and populate the list of contacts. This folder population time increases significantly as more columns and custom columns are added to the Contacts display. If a folder gets too many contacts, the system will be unable to open the folder and will send a error. The risk of receiving a error increases when multiple users attempt to access the same contact folder simultaneously. If you receive a error, please contact your system administrator. Your system administrator will need to restart the QM Command Service and then log back into the QM system to delete contacts from the problematic folder until an acceptable size is achieved. Adding a Contact Folder The Contacts window opens by default when you log in to Search and Replay. Logging On To Quality Monitoring on page Nortel Quality Monitoring

79 November 2009 Contacts 1 In the Contacts window, right-click the contact folder, or the folder in which you want to create the new folder, and then select New Folder from the shortcut menu. Result: The Properties tab for the new folder appears. 2 Complete the information on the Properties tab. For detailed information, see Properties Tab on page 80. Search and Replay Guide 79

80 Contacts Standard Properties Tab Property Name Description Owner Creation Date Maximum Number of Unreviewed Contacts Description Name of the contact folder. Description of the contact folder. Name of the folder's creator. Date and time that the folder was created. This property determines if the folder will limit the number of unreviewed contacts that can be saved to the folder by Event-based and Randomizer business rules. After the limit is reached, the Event-Based Rules and Randomizer Rules will still record new contacts, but will not save the new contacts into the folder with the limit. Instead, these new contacts are saved into the Unassigned folder, which is visible only to the administrator. Notes: 1> The number of reviewed contacts does not impact this maximum. 2> This property does not limit contacts created by Live Monitor sessions or Schedule-Based Rules, and does not prevent users from moving or copying unreviewed contacts into the folder. This property only applies to contacts created by Event-Based Rules and Randomizer Rules. 3> This property does not affect the storage of a contact in other folders, for example, although the contact may not be stored in the current folder, it may still be stored in other folders if the business rules are so configured. The following options determine if limiting criteria exist and what those criteria are: Limit Unreviewed Contacts: No Limit This default option sets no limit on the number of unreviewed contacts stored in the folder. When selected, Maximum Number is disabled. By Folder Unreviewed contact storage is limited by the Maximum Number value. When the number of unreviewed contacts is reached, no additional contacts created by Event-Based Rules and Randomizer Rules will be stored in the folder. The number applies to the folder as a whole and is not agentspecific. 80 Nortel Quality Monitoring

81 November 2009 Contacts Property Maximum Number of Unreviewed Contacts (Continued) Description By First Agent in this Folder Unreviewed contact storage is limited by the value typed in Maximum Number. The number limits the unreviewed contacts stored for each initial agent involved with a contact. When the number is reached for an agent, no additional contacts where that agent is the initial agent involved will be stored in the folder by Event-Based Rules and Randomizer Rules. For example, if you have 25 agents, and limit the Maximum Number of unreviewed contacts to 100, you will potentially allow up to 2,500 unreviewed contacts in the folder (100 unreviewed contacts for each agent). Maximum Number: Determines the maximum number of unreviewed contacts created by Event-Based Rules and Randomizer Rules that are allowed in the folder. The number works in conjunction with the selection made in Limit Unreviewed Contacts. This field is enabled only when By Folder or By First Agent in this Folder is selected. Type an integer from 1 to 999. Note: The above options do not appear for the Recycle or Unassigned folders. Purge Contacts Check to specify when the contact will be completely purged, both from online and (if applicable) offline storage. Once the time has elapsed or there is any contact that matches the purge criteria, the contact can no longer be accessed. You can select one or more of the following purge options: 1/ Greater than x number of days - specify the number of days to wait before completely purging the contact; 2/ Contacts with durations greater than the specified hours, minutes and seconds; 3/ Contacts with durations less than the specified hours, minutes and seconds. Use the HH:MM:SS format; for example 00:12:38 specifies a contact duration of 12 minutes and 38 seconds. Search and Replay Guide 81

82 Contacts Standard Property Description Move contact's audio/ video to storage in <n> days. Check to define where and for how long the content will be stored for each contact in the folder. When checked: The specified type of content (Audio, Video, or Audio and Video) is moved from online storage to offline storage. The content not moved to offline storage is purged, for example, permanently deleted. The number of days refers to the time elapsed since the contact was last reviewed or modified, not since its creation or the date it was placed in the folder. For example, a contact created 14 days ago but moved or copied into a folder today would be aged as of today (the move/copy date.) After having been archived, the contact is no longer visible except through contact search. Since a single contact can be referenced by multiple folders, each of which may have different settings, the following rules also apply to content storage where more than one folder is involved: Content is moved offline after the least number of days have elapsed for any folder referencing the contact. Content not moved offline is purged after the number of days have elapsed for all folders referencing the contact. Note: This option does not appear for the Recycle or Unassigned folders. Note: This option does not appear unless the High-Volume Storage feature is enabled. Update (Add) Reset (Cancel) Saves any changes made to the tab. (Add appears while creating an item.) Discards any changes made to the tab. (Cancel appears while creating an item.) 82 Nortel Quality Monitoring

83 November 2009 Contacts 3 Click the Security tab. 4 Select a user, and then click the right-arrow button, to move the user to a box on the right, granting one of the following security permissions: Read: Grants permission to view and copy the folder, as well as view folder security. Modify: Grants all the permissions of Read, as well as permission to cut/paste the folder, create sub-folders, rename the folder, and modify the folder properties. Full Control: Grants all the permissions of Modify, as well as permission to delete the folder and change folder security. 5 Click Add. Result: The new folder appears in the folder tree on the left. Search and Replay Guide 83

84 Contacts Standard Deleting a Contact Folder Until all contacts have been deleted from a contact folder, you cannot delete it from the system. Note: You cannot delete the system-defined folders Unassigned or "Recycle." To delete a contact folder: 1 In the Contacts window, right-click the contact folder you want to delete, and then select Delete Folder from the shortcut menu. A confirmation dialog box opens. 2 Click Yes. The contact folder and its sub-folders are deleted. Note: The system sends deleted folder to the Recycle Bin. By default, only administrators can remove items from the Recycle Bin. However, administrators can assign rights to users to access the Recycle Bin. Note: Business rules that store content only in the deleted folder are automatically marked as Inactive and will no longer function. Modifying a Contact Folder 1 In the Contacts window, click the contact folder you want to modify. 2 Make the changes that you require to the appropriate tabs: Note: Click Help for details about the Contacts, Properties, and Security tabs. For information about folder properties, see Adding a Contact Folder on page Click Update to save your changes, or click Reset to discard them. Contact Folders Shortcut Menu The Contact Folders Shortcut menu contains options described in the following table: Option New Folder Cut Copy Description Creates a new contact folder beneath the selected folder. The contact folder name is New Contact Folder until you provide a new name. Removes the contact folder from its current folder so it can be moved to another location. To complete the remove operation, use the Paste command in the new location. Note: The contact folder remains in its current location until pasted to its new location. Creates a copy of the contact folder in a new location. To complete the copy operation, use the Paste Folder command in the new location. With the exception of the folder name, all the contents of the Contacts tab, Properties tab, and Security tab are copied to the new contact folder. 84 Nortel Quality Monitoring

85 November 2009 Contacts Option Paste Folder Paste Contact Delete Rename Refresh tree at selection Refresh all lists Refresh entire tree Search Restore Description Pastes in the clicked location a previously cut or copied contact folder. To move or copy a contact folder, first use the Cut Folder or Copy Folder command on the originating folder. You can paste a copied contact folder multiple times. Pastes a previously cut or copied contact in the clicked folder. You can paste a copied contact multiple times. Removes the contact folder from its current location and moves it to the Recycle folder. Contact folders that are deleted from the recycle folder are removed from the system (both metadata and content). Changes the name of the clicked contact folder. Updates the contact folders tree view from the clicked level and below. Updates the lists associated with contact folders to include any recent changes made by other users. These lists appear on the tabs in the right pane of the Contacts window. The lists associated with contact folders include: the Groups list, the Users list, and the Roles list. Updates the entire contact folders tree view. Search opens the search dialog box, enabling you to search for contacts. If High Volume Storage is enabled, Restore opens the restore dialog box, enabling you to restore archived contacts. Search and Replay Guide 85

86 Contacts Standard Using Customized Columns 1 Right-click anywhere in the list of contacts displayed on the Contacts tab, and then choose Customize Columns from the pop-up menu. Result: The Customize Columns window appears. 2 To move items from the Available Columns list to the Selected Columns list, and from the Selected Columns list to the Available Columns list: Use the right arrows button to move items from the Available Columns list to the Selected Columns list (to move items from left to right): Use the left arrows button to move items from the Selected Columns list to the Available Columns list: (to move items from right to left): 3 To move columns up and down within the vertical list: Use the up arrows button to move items upward in the list: Use the down arrows button to move items downward in the list: 4 Be sure that the Content Status column is in the Selected Columns list, if you want to ensure that your user interface shows the audio and video contact status icons. Note: You may want to place the Content Status column on the far left. To do this, ensure Content Status is at the top of the Selected Columns list. 86 Nortel Quality Monitoring

87 November 2009 Contacts Managing Contacts This section describes the following: Copying a Contact on page 87 Moving a Contact on page 87 Exporting a Contact on page 87 Deleting a Contact on page 88 Copying a Contact When you copy a contact, a link to the contact is pasted into another folder on the system. The contact is not duplicated, although multiple contact links may be created to reference the contact. To copy a contact: 1 In the Contacts window, click the contact folder where the contact resides. The tab lists all contacts for the selected folder on one or more pages containing from 100 to 2000 contacts each. The total number of contacts in the folder appears in the tab heading. 2 Select and then right-click the contact or contacts that you want to copy, and then select Copy from the shortcut menu. 3 In the contact folders tree view, select the destination folder 4 Right-click the contact in the destination folder s contacts tab, and then select Paste. You can paste contacts multiple times from the same Copy. Note: You can also copy contacts using drag and drop by holding the CTRL key before you click the contact and drag it. Moving a Contact You can move a contact. 1 In the Contacts window, click the contact folder where the contact resides. The tab lists all contacts for the selected folder on one or more pages containing from 100 to 2000 contacts each. The total number of contacts in the folder appears in the tab heading. 2 Select and then right-click the contact or contacts that you want to move, and then select Cut from the shortcut menu. 3 In the contact folders tree view, select the destination folder. 4 Right-click the contact in the destination folder s contacts tab, and then select Paste. You can paste contacts multiple times from the same Copy. You can also drag and drop contacts to move them to a new location. Exporting a Contact You can export a contact using the Search and Replay client in the Nortel Quality Monitoring system. When a contact is exported, an AVI file is created containing the contact audio data, video data, or both. The AVI file is on the master erecorder Server in a dedicated Exports directory and can be accessed using common HTTP requests. When you export a contact, the Search and Replay Guide 87

88 Contacts Standard system converts the content into an Audio Video Interleaved (AVI) media file that contains voice and/or video. You can distribute the AVI file as required through , for example. Once exported, the AVI file is independent of and can be played on any workstation with a web browser and a media player such as Quicktime, Windows Media Player, RealPlayer, and so on. To export a contact: 1 In the Contacts window, click the folder where the contact resides. The tab lists all contacts for the selected folder on one or more pages containing from 100 to 2000 contacts each. The total number of contacts in the folder displays in the tab heading. 2 Right-click the contact, and then select Export from the shortcut menu. 3 Choose to export Audio, Video, or both. 4 To continue exporting the contact, click OK. To stop, click Cancel. The contact is converted into an AVI file. 5 When conversion completes, a Results window opens, with two options from which you must choose: Deleting a Contact View the Contact: Check this option to launch the AVI file in your workstation's registered media player. If you do not have a media player installed, you cannot view the AVI file. the Contact Link: Check this option to create an that sends a hypertext link to the AVI file. For the link to work, the recipient must have access to the web server. Note: Annotations are not included in the exported contact's AVI file. A\ single contact can have various attributes that trigger multiple business rules. Such a contact can leave a reference in several different contact folders to give the owner of each folder access to the contact. However, the contact is stored only once in the system. Since many references can exist for a single contact, deleting a contact from a folder will not remove it from the system. In such a case, only the folder reference is deleted. To delete a contact: 1 In the Contacts window, click the contact folder where the contact resides. The tab lists all contacts for the selected folder on one or more pages containing from 100 to 2,000 contacts each. The total number of contacts in the folder displays in the tab heading. 2 Right-click the contact that you want to delete, and then select Delete from the shortcut menu. The contact goes to the recycle folder. Note: Only administrators, and users who have been granted access to the recycle folder have authority to delete/purge a contact from the Recycle Folder. Viewing Calls in the Adherence Section of Workforce Management 1 In the Adherence section of the Tracking module, select the Adherence tab. 2 Select the name of the agent whose contacts that you want to view from the list on the left side of the screen. The agent's name appears in the main section of the window. 3 Click the arrow to the left of the agent's name to display information below the user. 88 Nortel Quality Monitoring

89 November 2009 Contacts 4 Click the Load Interactions button at the bottom of the table in the main section of the screen. The Interactions row is added below the agent's name. 5 In the Interactions row, the colored lines represent the contacts that are available to view for that agent. 6 Click the Legend button for descriptions of what the different colors represent. Note: Note: You may need to modify the date to view contacts from Workforce Management. The default date is today s date. Replaying Calls from the Adherence Section of Workforce Management 1 In the Adherence section of the Tracking module, select the Adherence tab. 2 Select the name of the agent whose contacts that you want to view from the list on the left side of the screen. The agent's name appears in the main section of the screen. 3 Click the arrow to the left of the agent's name to display information below the user. 4 Click the Load Interactions button at the bottom of the table in the main section of the screen. The Interactions row is added below the agent's name. 5 In the Interactions row, the colored lines represent the contacts that are available to view for that agent. Click the Legend button for descriptions of what the different colors represent. 6 Select the contact that you want to review. 7 Either left-click and then select Playback, or press the Playback button from the options available at the bottom of the table on the main section of the window. Note: You may need to modify the date to view contacts from Workforce Management. The default date is today s date. Search and Replay Guide 89

90 Contacts Standard Using High Volume Storage Capabilities The Quality Monitoring system provides a high-volume storage solution for the near-line storage of application data. This is an optional feature that can be leveraged to extend the total storage available for content maintained by the erecorder subsystem. Low-cost media devices, such as tape storage, are typically selected as the extended storage medium. However, disk storage and many other off-the-shelf storage devices are supported. The extended storage devices are presented to the erecorder subsystem as one virtual storage device, which allows the available storage hardware to grow as the recording needs grow, independent of any erecorder reconfiguration. Content data is archived by moving it from the online erecorder disk to extended storage. When a contact is archived, the contact metadata remains in the Quality Monitoring database and can be searched and reported on. Further, the contact metadata is updated with bookkeeping information used by the Quality Monitoring system to recognize the archived state. The configuration of the Contact folders dictates when the BDR Server archives contacts. The archive settings specify an expiration date for the online contact. The contact remains accessible in the Contact folder prior to the expiration date. After the expiration date, the contact is archived. The archive settings also specify whether audio content, video content, or both are archived to extended storage. Once archived, you cannot play back a contact unless it is restored. The Search and Replay Client allows you to search for archived contacts and restore them to a selected Contact folder. A visual indicator displays the progress of the restore. Once the restoration is complete, an message notifies the requestor that the contact was successfully restored. To archive a contact, your system must be configured with High Volume Storage options established by the server administrator. 90 Nortel Quality Monitoring

91 November 2009 Contacts The following image illustrates the major Quality Monitoring components that participate in archiving and restoring contacts during high-volume storage. The Quality Monitoring system provides flexibility in extended storage options, using either Legato Systems DiskXTender software or the File Copy Adapter. Legato Systems software manages the communication between the erecorder and the storage devices using the Legato DiskXTender and Media Store software components. DiskXTender is installed on each erecorder and is accessed directly by the erecorder through its provided API. DiskXTender can be configured for a central repository or in a distributed environment. The Media Store software is installed on the server hosting the extended storage. The Media Store server can be a separate system or can be installed on an erecorder server. If you choose to use the File Copy Adapter utility for high-volume storage, you specify the location of the archive server in the Archive Path Registry Setting for erecorder. In a distributed environment with multiple erecorders, you can specify the same or separate paths for extended storage, depending upon your particular configuration. The following graphic shows High Volume Storage architecture (hosted by erecorder). Search and Replay Guide 91

92 Contacts Standard Note: If an erecorder was selected to host the extended storage, it must provide adequate system resources to account for both the normal recording and playback of Content, as well as the overhead of moving the content to the attached extended storage. To optimize system efficiency, it is important to set purge intervals for content your organization does not need to keep. For example, if you encounter erecorder disk space issues, the server administrator needs to verify that the appropriate purge information is established. 92 Nortel Quality Monitoring

93 November 2009 Contacts Purge, Archive and Restore Processing Using Search and Replay, you can purge, archive, and restore contacts. While these actions are folder-centric, the Quality Monitoring system recognizes whether the contact has multiple references between folders and takes the appropriate action. Purge Contacts are purged based on expiration date. If the contact being purged is the only contact associated with a particular contact folder, then both the contact folder and the contact itself are purged. Contact Folder Management and the relationships between contact folders, contacts, content, and purge settings are illustrated in the following graphic, showing Contact Management configuration without archiving. Search and Replay Guide 93

94 Contacts Standard In the illustration: Contact 1 is purged from the system after 30 days. The reference to Contact 3 in Folder A is removed after 30 days and Contact 3 is purged from the system after the last reference is removed from Folder B at 365 days. Contact 2 and Contact 5 are purged from the system after 365 days. Contact 6 is only referenced by the UNASSIGNED folder since a business rule did not trigger for this contact. A business rule triggered for Contact 7 indicating the request to record audio content. However, subsequent to that event, another business rule trigger for the same contact and indicated Do Not Store Contact which ceased the recording of content and stored the Contact in the UNASSIGNED folder. Archive The Archive options of the contact folder specify the type of content to archive. Content that is not archived, is deleted. Note: Archive options are available when High Volume Storage (HVS) is part of your Quality Monitoring system. During the archive process, a contact matching the archive date of the contact folder results in the content being copied to High Volume Storage as well as remaining on online storage until the last appearance of that contact is either purged or archived as well. When all appearances of that contact are archived, any unspecified content is purged. Contact Folder Management and the relationships between contact folders, contacts, content, and purge/archive settings are shown in the following graphic. 94 Nortel Quality Monitoring

95 November 2009 Contacts In this illustration: The audio content for Contact 1 is archived after 30 days and the video content is purged. Both the contact and the content is purged after 180 days. The audio content for Contact 3 is copied to High Volume Storage after 30 days based on the configuration of Folder A. It is not removed from online storage since Folder B maintains an online reference to the contact. After 60 days, the audio content for Contact 3 is removed from online storage and is only available after a Restore request for that contact. After 180 days, the reference from Contact 3 is removed. After 365 days, Contact 3 is purged from the system. Search and Replay Guide 95

96 Contacts Standard Restore During Restore processing, a contact restored to a specified contact folder reappears and the content is copied from High Volume Storage to online storage. Any other hidden occurrences of that contact in any other contact folders remains in the archived state. The Unassigned Contact Folder Recorded contacts that are not associated with a business rule can be stored in the Unassigned folder. Only the system administrator has access to this contact folder. Since the folder can contain a large number of contacts, it is not advisable to view the folder. It is recommended that the expiration data for the unassigned contact folder be set to a minimum of one day. The unassigned contact folder is provided as a Quality Monitoring troubleshooting aid. 96 Nortel Quality Monitoring

97 November 2009 Contacts Archiving/Purging a Contact To archive/purge a contact: 1 Select a contact folder, and then select the Properties tab. Note: A contact copied to a contact folder assumes the purge date set on the Properties tab of this (new) folder. Content that is not archived is purged during the archive process. 2 Check to specify when the contact will be completely purged, both from online and (if applicable) offline storage. Once the time has elapsed or there is any contact that matches the purge criteria, the contact can no longer be accessed. You can select one or more of the following purge options: 1/ Greater than x number of days - specify the number of days to wait before completely purging the contact; 2/ Contacts with durations greater than the specified hours, minutes and seconds; 3/ Contacts with durations less than the specified hours, minutes and seconds. 3 Click the Move Contact field option, and then select Audio, Video, or Audio and Video from the drop-down list. 4 Type the number of days to keep the contact in its current location. For example, if you type 30, then the contact will be stored after 30 days have elapsed from the time the contact was recorded. Note: The number you type in step 4 must be smaller than the purge value that you typed in step 2. For example, when the archive process begins for a contact with both audio and video content, but the configuration is to only archive audio content, the video content will be purged when the archive process is complete. Note: The Purge Cycle should be set so that it triggers after the ETL. If the ETL is set to run daily, then the purge cycle should be set to trigger no sooner than two days. Note: Contacts can exist in more than one folder. Only archive a call after you have deleted it from all other folders. Failure to delete duplicates before a call is archived will result in those duplicates not being deleted from online or offline storage. Search and Replay Guide 97

98 Contacts Standard Displaying Content Status To display content status, click the Contacts tab. The contacts that reside within the selected contact folder are listed beside content status icons. The following table describes the content status icons: Icon Description Audio Online The Audio Archived icon is the grayed-out version of this same icon. Audio Restore In-Progress Audio Restore Failed Video Online The Video Archived icon is the grayed-out version of this same icon. Video Restore In-Progress Video Restore Failed 98 Nortel Quality Monitoring

99 November 2009 Contacts Restoring/Searching for an Archived Contact To search for a contact archived using High Volume Storage, (HVS) you must first use the Restore option. The reason for this is that issuing a typical Search command will initiate a local system search function. If you use the Restore functionality, it causes the system to move into HVS mode, from where you can search for one or more contacts that have been archived through HVS. To restore a contact or multiple contacts to the original location (local contact folder): 1 Right-click a contact folder, and then select Restore. Note: The Restore option does not appear if your system is not configured for High Volume Storage. If you do not see the Restore option, consult your server administrator. Result: The Restore Contacts window appears. 2 Perform a contact search. For detailed instructions about searching, see Searching for a Contact on page 159. Search and Replay Guide 99

100 Contacts Standard Result: The Restore Contacts search results window appears. Select one or more contacts to restore: To select multiple continuous contacts, press Shift+Click. To select multiple non-continuous contacts, press Ctrl+Click. Note: The results list includes all contacts, whether online or archived. Blue icons appear beside local (online) contacts, whereas archived contacts status icons appear light gray. 3 Click Restore. 100 Nortel Quality Monitoring

101 November 2009 Contacts Result: The Copy Contacts window appears. 4 Create a new contact folder or select another folder where the contact will be restored. 5 Click OK. You receive confirmation that your request submitted successfully, or you receive an error stating Request Failed. If you get this error, it is likely that HVS is temporarily down. Contact your administrator for help. Search and Replay Guide 101

102 Contacts Standard Nortel Quality Monitoring

103 Chapter 6 Business Rules In this chapter Introduction to Business Rules 104 Event-Based Business Rules 112 Agent Randomizer Business Rules 120 Schedule-Based Business Rules 128 Managing Business Rules 132 Managing Business Rules Folders 134 Search and Replay Guide 103

104 Business Rules Standard Introduction to Business Rules Your system is driven by the business rules and business rules folders that you create. Business rules trigger the recording of contacts that take place between agents in your customer interaction center and customers. A rule can be stated, most simply, as an If/Then statement. If a call or an e- mail (contact) comes in that meets certain criteria, then it is either recorded and stored, or deleted. The rules feature of Quality Monitoring enables you to create a rule that indicates the criteria that must be met for a contact to be recorded, where the contact should be stored (contact folders), and the individuals the system should notify. You can choose from three types of business rules to define the criteria required for an interaction to be recorded: Event-based: Attributes, for example, DNIS, agent name, group Schedule-based: The contact corresponds with a scheduled evaluation period, for example, days of the week, a specific date, and hour ranges. Agent Randomizer: The recorded contact is chosen randomly from a defined list of agents. Processing Events and Recording Contacts The BDR Server is an event-driven subsystem. It receives information when certain events occur within a call center. Events can include: Agent logs on to the phone. Agent makes a call. Agent processes a sale within a Customer Relationship Management (CRM) application. Agent terminates a call. The Nortel Contact Recording Master Server delivers these events to the BDR server. The events give the BDR server the information it needs to monitor call activity within the call center and make content-recording decisions based on user-defined business rules. The BDR Server subsystem has three primary components responsible for contact recording functionality: Call Manager Contact Manager Business Rule Engine 104 Nortel Quality Monitoring

105 November 2009 Business Rules Call Manager Processing The Call Manager receives external events and is responsible for monitoring call activity. The Call Manager uniquely identifies an event received by the call center by associating it with a particular device, such as a telephone, workstation, or Web chat window. In turn, the device can identify a particular agent involved with the event. The Call Manager tracks events, including the devices that participated in a call, and how they are associated, enabling the server to accurately track the session over its lifetime. For example, the Call Manager can detect when devices are joined to a call, when the state of devices changes to on hold, and the way in which devices disconnect from a call, such as call transfers. Call Manager only tracks calls that are transferred among devices configured within the Nortel Quality Monitoring system. Search and Replay Guide 105

106 Business Rules Standard Contact Manager Processing The Contact Manager creates contacts to record information about each call received. Recorded information includes the start time, stop time, devices involved in the call, agents involved in the call, and the events themselves. The Contact Manager uses the Business Rule Engine to make decisions about recording voice data, screen data, or both for devices involved in the call relevant to each contact. Contact information is stored in the database independent of Business Rule Engine triggering conditions. 106 Nortel Quality Monitoring

107 November 2009 Business Rules Business Rule Engine Processing The Business Rule Engine evaluates the contacts against event-based rules and agent randomizer rules. Event-based rules specify the event criteria and qualifying attributes that should trigger the Contact Manager to start recording a contact. Further, if the evaluated business rule is configured with an Event Notification option, a command is sent to the or pager notification service to notify an end user that the business rule triggered. Randomizer rules specify call sampling criteria for an individual agent or a group of agents. Each time an agent participates in a call, the Business Rule Engine calculates the recorded calls to agent ratio to ensure that the agent is recorded for a certain number of contacts out of a given number of calls. Since the user can associate several agents to one randomizer rule, the system has fewer business rules to process for each event. When a business rule triggers, it indicates the type of content to record, such as voice data, agent screen, or both. The business rule also identifies the contact folder(s) where the contact can be accessed at a later time. Business rules can also be configured to discard contacts that match specific conditions. This is done by selecting the Do not store Content option in the Business Rule Editor. When the Do no store Content option is triggered for a contact, this contact is discarded. Any content recording in progress is halted, already recorded contents are deleted, and the contact is moved to the Unassigned folder. Call event information is recorded through the end of the call. Multiple Business Conditions Trigger the Same Contact Multiple business rules can trigger the same contact. For each business rule, the Contact Manager determines whether the contact is already recording the content type specified by the business rule. If not, the additional content is recorded. For example, one business rule can stipulate that only audio content is to be recorded while another business rule specifies that only video content is to be recorded. If the criteria for both business rules is met, both audio and video content is recorded. Each contact folder specified in a business rule contains a reference to the contact for later access. Search and Replay Guide 107

108 Business Rules Standard Business Rules Window To access the Business Rules window, click the Rules button. The Business Rules window consists of a tree view on the left-hand side and tabs on the right-hand side for viewing the following: Event Rules Tab Randomizer Rules Tab Schedule Rules Tab Properties Tab Security Tab The tabs do not appear until you select a folder. The number of each type of business rule contained in the folder is indicated in the tab's title. The business rules tree view provides a shortcut menu that you can access by right-clicking an item. Note: To return to the main menu, click the Menu button in the upper-left corner of the browser window. Event Rules Tab The Event Rules tab in the Business Rules window lists all of the event-based rules contained in the selected folder. The number of rules that are configured for the folder appears in parentheses on the tab next to the folder name. When you select a business rules folder from the tree view, the Event Rules tab opens. This tab provides a shortcut menu that you can access by right-clicking an item in the rules list. The following table details the information about the areas found on the tab: Area Active? Name Created Modified Triggered Description Refresh Description Indicates if the business rule is active or inactive. You cannot toggle a rule's status here. Refer to the Event-Based Rules Properties tab to make the rule active or inactive. Lists the display name of the rule. Refer to the Event-Based Rules Properties tab to change the Name. Indicates the creation date and time of the rule. Indicates the most recent modification date and time of the rule. Indicates how many times the rule has been triggered to create a contact. Describes the rule. Refer to the Event-Based Rules Properties tab to edit the description. Reloads the contents of the Event Rules tab to include any changes made since the window contents were last loaded. 108 Nortel Quality Monitoring

109 November 2009 Business Rules Randomizer Rules Tab The Randomizer Rules tab in the business rules window lists all of the agent randomizer rules contained in the selected folder. The number of rules that are configured for the folder appears in parentheses on the tab next to the folder name. When you select a business rules folder from the tree view, the Randomizer Rules tab opens. This tab provides a shortcut menu that you can access by right-clicking an item in the rules list. The following table details the information about the areas found on the tab: Area Active? Name Created Modified Triggered Description Refresh Description Indicates if the business rule is active or inactive. You cannot toggle a rule's status here. Refer to the Agent- Randomized Properties tab to make the rule active or inactive. Lists the display name of the rule. Indicates the creation date and time of the rule. Indicates the most recent modification date and time of the rule. Indicates how many times the rule has been triggered to create a contact. Describes the rule. Refer to Agent-Randomized Properties tab to edit the description. Reloads the contents of the tab to include any changes made since the window contents were last loaded. Search and Replay Guide 109

110 Business Rules Standard Schedule Rules Tab The Schedule Rules tab in the Business Rules window lists all of the schedule-based rules to which you have access. The number of rules that are configured for the folder appears in parentheses on the tab next to the folder name. When you select a business rules folder from the tree view, click the Schedule Rules tab. The Schedule Rules tab provides a shortcut menu that you can access by right-clicking an item in the rules list. The following table details the information about the areas found on this tab: Area Active? Agent Monitoring Start Time Monitoring Stop Time Refresh Description Indicates if the business rule is active or inactive. You cannot toggle a rule's status here. Refer to schedulebased rules Condition tab to make the rule active or inactive. Displays the agent monitored by the schedule-based rule. Refer to schedule-based rules Action tab to change the monitored agent. Indicates the date and time when monitoring on the agent begins. Indicates the date and time when monitoring on the agent ends. Reloads the contents of the Event Rules tab to include any changes made since the screen contents were last loaded. Properties Tab The Properties tab in the Business Rules window details the properties of the business rules folder that you have selected in the tree view. After selecting a business rules folder in the tree view, click the Properties tab. The following table details the information about the areas found on the tab: Area Name Description Owner Creation Date Update (Add) Cancel (Reset) Description The name of the folder. The description of the folder. The name of the user who created the folder. The date and time that the folder was created. Saves any changes made to the tab. (Add appears while creating an item.) Discards any changes made to the tab. (Cancel appears while creating an item.) 110 Nortel Quality Monitoring

111 November 2009 Business Rules Security Tab The Security tab in the business rules window enables you to assign permissions to the business rules folder (including the Recycle folder) that you have selected in the tree view. The tab enables you to restrict what users or groups can do to the rules in that folder. After selecting a business rules folder in the tree view, click the Security tab. The following table details the information about the areas found on the tab: Area List Type Master list Read list Modify list Description Select users or groups from the drop-down list. This choice determines what populates the Master list. Lists the available users or groups to which you can grant access. Note that the system only lists users who have security permission to access business rules through their role. Lists the users or groups who have read access to the folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Read list. Lists the users or groups who have read/write access to the folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Modify list. Full Control list Lists the users or groups who have read/write/delete access to the folder, as well as the necessary privileges to change the security permissions of the folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Full Control list. Update (Add) Reset (Cancel) Saves any changes made to the tab. (Add appears while creating an item.) Discards any changes made to the tab. (Cancel appears while creating an item.) Search and Replay Guide 111

112 Business Rules Standard Event-Based Business Rules With an Event-Based Business Rule, you can establish criteria to trigger the recording of a contact (customer interaction), based on the attributes or events of the contact. For example, you can create an event-based business rule to trigger recording of all contacts that come into your customer interaction center through a particular DNIS for new hires. Event-based business rules enable you to be very selective in channeling contacts into contact folders designed for a specific purpose. Creating an Event-Based Business Rule 1 From the Search and Replay user interface, click Rules to open the Business Rules window. 2 In the tree view, right-click the folder where you want to create the business rule, and then select New Event-Based Rule from the shortcut menu. 3 Complete the information on the Properties tab. 4 Click the Condition tab, and then complete the information on the Condition tab. 5 Click the Action tab, and then complete the information on the Action tab. 6 Click Add to create the Event-Based Rule, or click Cancel. These tabs are described in the following pages: Event-Based Rules Properties Tab on page 113 Event-Based Rules Condition Tab on page Nortel Quality Monitoring

113 November 2009 Business Rules Event-Based Rules Action Tab on page 116 Event-Based Rules Statistics Tab on page 118 Event-Based Rules Properties Tab When you select an event-based rule from a business rules folder, or when you create a new event-based rule, the Properties tab opens. Use this tab to set the general attributes of the new event-based rule. The following table describes the fields on the Properties tab: Area Name Description Status check box Description The name of the business rule. The description of the rule. Indicates whether the business rule is active. Search and Replay Guide 113

114 Business Rules Standard Area Description The Rule will be Evaluated for Contact Events occurring... (Date/Time info.) On Every... Indicate which days the rule should be available for evaluation. All days of the week are checked by default, including Saturday and Sunday. Between the Hours of Indicate the time during which the rule should be available for evaluation. Beginning Indicate when the rule should be made active. You can choose Immediately or specify a date. Ending Indicate when the rule should be made inactive. You can choose not to have an end date (No End Date), or you can specify an end date. Note: Your event-based rule must contain at least one event condition to guarantee that the rule will trigger Add/Update Cancel Saves changes that you have made to the rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Note: Cancel or Update does not work if you clicked Add. Event-Based Rules Condition Tab When you select an event-based rule from a business rules folder, or when you create a new event-based rule, the Condition tab opens. Click the Condition tab to display the condition information for the rule. Use this tab to define the condition that must be met for the rule to be triggered. This is the If part of the If /Then statement that is a business rule. 114 Nortel Quality Monitoring

115 November 2009 Business Rules The following table describes the fields on the Condition tab: Element Description Indicates the row that you are currently editing. You can right-click this icon to access the shortcut menu to insert, cut, copy, paste, or delete a row. Open parenthesis - This is necessary only if you need to group sections of conditions to clarify meaning. For example, If A and B or C is not a clear expression, but If (A and B) or C is clear, indicating that if A and B happen or if C happens then an action should take place. Another example, If A and (B or C), indicates that if A happens AND either B or C happens, then an action should take place. Attribute Operator Value Pop-up dialog box that displays a list of attributes and enables you to pick the attribute (for example, agent name or DNIS) that is being evaluated. Drop-down list of possible operators (for example, equals, greater than, less than) to indicate how the Attribute relates to the Value. This is the specific attribute information the system looks for. For example, if you want to record calls that come in for an agent named Kevin Strange, choose Agent Name from the Attribute list and then select Kevin Strange from the resulting Value drop-down list. Search and Replay Guide 115

116 Business Rules Standard Element Description ) Close parenthesis - This is necessary if you are grouping sections of conditions. This ends the expression beginning with the open parenthesis. And/Or/End If These are the possible choices in the last column of the section. They control how the expressions are linked together. When you choose END, the Condition is complete. The maximum number of conditions that you can type is 10. In this section, you can view the text version of the Condition that you created in the Conditional Expression to be Evaluated section. Add or Update Saves the changes that you have made to the rule. Cancel Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Note: Cancel has no effect if you have already clicked Update. Event-Based Rules Action Tab When you select an event-based rule from a business rules folder, or when you create a new event-based rule, the Action tab opens. Click the Action tab to display the action information for the rule. 116 Nortel Quality Monitoring

117 November 2009 Business Rules Use this tab to set the action to take place if the rule is triggered. This is the Then part of the If /Then statement that is a business rule. The following table describes the areas on the Action tab: Area Send Notification check box Content Storage tab Description Select this check box to indicate that a user(s) should be notified when the business rule triggers. When you check this box, it enables the Notification tab, described on page 118. Select Content Type to Save Defines which kinds of media are saved with the contact. Select from the following: Do Not Store Content: Discards all associated media. Note: When you discard content for a business rule, you override the save settings for any other business rule that is also triggered by the contact, which results in no content being stored for any business rule. Audio only: Records voice data Video only: Records video or screen data. Audio and Video: Records both audio and video. Externally Controlled: Creates a contact when the defined condition occurs. However, no content is stored by the rule. Storage of content is controlled through the CTI Link API by a third-party system such as Siebel. Note: This option appears only if you have CTI Link installed. Save the Content for <x> of Every <y> Contacts Indicate the ratio of all the triggering contacts that you actually want saved, for example, 1 of every 5, or ten of every one hundred. Save Contact Reference to Folder Use the arrow (<< >>) buttons to move a folder from the All Folders list to the Assigned Folders list. Note: If a folder is not selected, a dialog box opens, which enables you to.create a folder with the same name as the rule. All Folders list: the contact folders to which you have modify access. Assigned Folders list: The contact folders to which you want the contact saved. The contact can be placed in more than one folder. Note that the configuration of the contact folder may not allow saving new, unreviewed contacts above a certain number. Refer to Managing Contacts on page 87 for more information. Notification tab Accessible only if you have selected the Send Notification check box. Refer to Notification Options on page 118 for more information. Search and Replay Guide 117

118 Business Rules Standard Notification Options Note: These options are accessible only if Send Notification is checked. Note: Outlook Express is the only supported mail system. Click the event-based rules Notification tab to use the options described in the following table: Area via tab Description All Users list List of users that you can choose from for the User(s) to be Notified list. Move users to the User(s) to be Notified using the arrow (>>) button. User(s) to be Notified list List of users who are to be notified if the rule is triggered. Move users off this list to the All Users list using the arrow (<<) button. Note: only users with addresses that have been entered in a users properties in Admin will appear in the list. Subject Use Rule Name - Use the rule name in the Subject line of the . User Specified - Allows you to specify a Subject line by typing it into the text box next to this option. Text Allows you to include a text message in the . Send Notification every x times the Rule is triggered. Allows you to specify the number of times a rule must trigger before notification takes place. Update or Add Cancel Saves the changes that you have made to the tab. Clears the changes that you have made to the tab. Reset does not work if you have already clicked Update. Event-Based Rules Statistics Tab When you select an event-based rule from a business rules folder, or when you create a new event-based rule, the Statistics tab opens. Click the Statistics tab to display the Statistics information for the rule. 118 Nortel Quality Monitoring

119 November 2009 Business Rules The Statistics tab contains the creation and modification information about the business rule, as well as information about how often the rule has been triggered and when the rule last triggered. This information is useful in determining the rule s efficiency. Note: To reset the business rule counter, you can copy the business rule to another folder or delete the business rule and recreate it. Search and Replay Guide 119

120 Business Rules Standard Agent Randomizer Business Rules To record a sample of contacts from a selection of agents, you can use an agent randomizer business rule. While this type of rule does not support the more advanced conditions available in event-based rules, the agent randomizer rule provides an excellent method of determining performance of agents who, for instance, all report to one supervisor. This business rule can be helpful in identifying group performance and professional development opportunities. Note: Each agent can be associated with only one active agent randomizer rule. A single rule can sample multiple agents. Creating an Agent Randomizer Business Rule 1 From the Search and Replay user interface, click Rules to display the Business Rules window. 2 Select the folder where you want to create the business rule, and then select (right-click) New Agent Randomizer Rule from the shortcut menu. 3 Click the Properties tab, and then complete the information on the Properties tab. 4 Click the Agents tab, and then complete the information on the Agents tab. 5 Click the Action tab, and then complete the information on the Action tab. Note: You do not have to click Update or Add when you have completed each tab. You can wait until the end of the procedure to click Update to save all changes to a rule that you are modifying, or click Add to save all changes to a new rule that you have created. 6 Click Add to create the Agent Randomizer-Based Rule, or click Cancel. 120 Nortel Quality Monitoring

121 November 2009 Business Rules These Agent Randomizer-Based Rules tabs are described in the following pages: Agent Randomizer-Based Rules Properties Tab on page 121 Agent Randomizer-Based Rules Agents Tab on page 122 Agent Randomizer-Based Rules Action Tab on page 124 Agent Randomizer-Based Rules Statistics Tab on page 126 Agent Randomizer-Based Rules Properties Tab When you select an agent randomizer-based rule from a business rules folder, or when you create a new agent randomizer-based rule, the Properties tab opens. Use this tab to set the general attributes of the new agent randomizer-based rule. The following table describes the fields on the Properties tab: Area Name Description Status check box Description The name of the business rule. The description of the rule. Indicates whether the business rule is active. Search and Replay Guide 121

122 Business Rules Standard Area Description The Rule will be Evaluated for Contact Events occurring... (Date/Time info.) On Every... Indicate which days the rule should be available for evaluation. All days of the week are checked by default, including Saturday and Sunday. Between the Hours of Indicate the time during which the rule should be available for evaluation. Beginning Indicate when the rule should be made active. You can choose Immediately or specify a date. Ending Indicate when the rule should be made inactive. You can choose not to have an end date (No End Date), or you can specify an end date. Add/Update Cancel Saves changes that you have made to the rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Note: Cancel or Update does not work if you have already clicked Add. Agent Randomizer-Based Rules Agents Tab When you select an agent randomizer-based rule from a business rules folder, or when you create a new agent randomizer-based rule, the Properties tab opens. Click the Agents tab to display the agent information for the rule. 122 Nortel Quality Monitoring

123 November 2009 Business Rules Use this tab to select agents to whom the new agent randomizer-based rule applies. Search and Replay Guide 123

124 Business Rules Standard The following table describes the fields on the Agents tab: Area Select Agents to Apply Randomizer Rule Template Available Agents Description Agent Look Up Type the agent's last name to quickly find him or her in the Available Agents list. This is the list of agents currently available. Click an agent to highlight and then select the name. You can select multiple agents by pressing the Ctrl key as the agent is clicked. You can select a block of agents in sequential order by pressing the SHIFT key and clicking on two agents. Use these buttons to move agents from the Available Agents field to the Selected Agents field and vice versa. Selected Agents This is the list of agents to which the agent randomizer rule applies. Add/Update Cancel Saves changes that you have made to the rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Note: Cancel or Update does not work if you have already clicked Add. Agent Randomizer-Based Rules Action Tab When you select an Agent Randomizer-based rule from a business rules folder, or when you create a new Agent Randomizer-based rule, the Properties tab opens. Click the Action tab to display the action information for the rule. 124 Nortel Quality Monitoring

125 November 2009 Business Rules Use this tab to set the action to take place if the rule is triggered. Search and Replay Guide 125

126 Business Rules Standard The following table describes the areas on the Action tab: Area Save Content Type Contact Storage Description Select Content Type to Save Defines which kinds of media are saved with the contact. Select from the following: Audio only: Records voice data Video only: Records video or screen data. Audio and Video: Records both audio and video. Save the Content for <x> of Every <y> Contacts Indicate the ratio of all the triggering contacts that you actually want saved, for example, 1 of every 5, or 10 of every 100. Note: You cannot save 100% of contacts, for example, 9 of every 9, with an agent randomizer rule. Save Contact Reference to Folder Use the arrow (<< >>) buttons to move a folder from the All Folders list to the Assigned Folders list. Note: If a contact folder is not selected, you are presented with a dialog box that enables you to create a contact folder with the same name as the rule. All Folders list: The contact folders to which you have at least Modify access. Assigned Folders list: The contact folders to which you want the contact saved. The contact can be placed in more than one folder. Note that the configuration of the contact folder may not allow saving new, unreviewed contacts above a certain number. Refer to Managing Contacts on page 87 for more information. Add/Update Cancel Saves changes that you have made to the rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Note: Cancel or Update has no effect if you have already clicked Add. Agent Randomizer-Based Rules Statistics Tab When you select an agent randomizer-based rule from a business rules folder, or when you create a new agent randomizer-based rule, the Properties tab opens. Click the Statistics tab to display the Statistics information for the rule. 126 Nortel Quality Monitoring

127 November 2009 Business Rules The Statistics tab contains the creation and modification information about the business rule, lists the number of agents assigned to the rule, as well as information about how often the rule has been triggered. This information is useful in determining the rule s efficiency. Note: To reset the business rule counter, you can copy the business rule to another folder, or delete the business rule and re-create it. Search and Replay Guide 127

128 Business Rules Standard Schedule-Based Business Rules Occasionally, you may want to monitor a block of time for an agent. You can create a schedulebased business rule to trigger contact recording during certain days and/or times. For example, to identify opportunities for professional development for a specific agent, you might create a schedule-based rule to record the agent s interactions with customers during certain hours each day. Schedule-based rules enable you to select days and time periods in which all contacts will be recorded. Creating a Schedule-Based Business Rule 1 From the Search and Replay user interface, click Rules to open the Business Rules window. 2 In the tree view, right-click the folder where you want to create the business rule, and select New Schedule-Based Rule from the shortcut menu. 3 Complete the information on the Condition tab. 4 Click the Action tab, and then complete the information. 5 Click Add. These schedule-based rules tabs are described on the following pages: Schedule-Based Rules Condition Tab on page 129 Schedule-Based Rules Action Tab on page Nortel Quality Monitoring

129 November 2009 Business Rules Schedule-Based Rules Condition Tab When you select a schedule-based rule from a business rules folder, or when you create a new schedule-based rule, the Condition tab opens. Click the Condition tab to display the condition information for the rule. Note: For a Schedule-Based Rule, the condition is always Date /Time information. Search and Replay Guide 129

130 Business Rules Standard The following table describes the fields on the Condition tab: Area Status Date Time is Between Add or Update Cancel Description Indicates whether the business rule is active. Meets This Schedule. Choose the days of the week the rule should trigger. If you choose days of the week, you cannot select a specific date. All days of the week are selected by default, including Saturday and Sunday. Equals. Type a specific date. If you choose a specific date, you cannot select days of the week. Type the start time and the end time when the rule should trigger. Saves the changes that you have made to the rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Schedule-Based Rules Action Tab When you select a schedule-based rule from a business rules folder, or when you create a new Schedule-Based Rule, the Action tab opens. Click the Action tab to display the action information for the rule. 130 Nortel Quality Monitoring

131 November 2009 Business Rules The following table describes the areas on the Action tab: Area Description Monitor this Agent Choose the agent to monitor from the drop-down list. Select Content Type to Save Save Monitoring Session Reference to Folder Select the type of content to save: Audio Video Audio and Video Indicates which contact folder(s) this contact should reside in. Use the arrow (<< >>) buttons to move folders from one list to the other. All Folders list Lists the contact folders to which you have access. Assigned Folders list Lists the contact folders where the contact should reside. More than one folder can contain a reference to the contact. OK Cancel Saves the changes that you have made to the rule. You must select a contact folder to save the contacts produced by a Scheduled Rule. Clears the changes that you made to the rule and cancels the rule editing process. (You will be asked to confirm the cancellation.) Schedule-Based Rules Statistics Tab When you select a schedule-based rule from a business rules folder, or when you create a new schedule-based rule, the Statistics tab opens. The Statistics tab contains the creation and modification information about the business rule. Click the Statistics tab to display the statistics information for the rule. Search and Replay Guide 131

132 Business Rules Standard Managing Business Rules After you create business rules, knowing how to manage them is essential.this section covers the following topics: Copying/Moving a Rule on page 132 Renaming a Rule on page 133 Deleting a Rule on page 133 Copying/Moving a Rule 1 In the business rules window, click the business rules folder where the rule resides. Event-Based rules are shown on the Events Rules tab; Randomizer rules are shown on the Random Rules tab, and schedule-based rules are shown on the Scheduled Rules tab. 2 Right-click the rule that you want to copy or move. 3 To copy a rule, Select Copy from the shortcut menu. When you copy the rule, you can paste the rule multiple times. 4 To move a rule, select Cut from the shortcut menu. When you cut the rule, you can only paste the rule once. Note: You can also drag and drop a selected rule to move it to a new location. 5 In the rules folders tree view, select the destination folder. 132 Nortel Quality Monitoring

133 November 2009 Business Rules Renaming a Rule Deleting a Rule 6 Right-click the rules list in the right hand pane, and then select Paste from the shortcut menu. You can Paste copied rules multiple times, however, you can only Paste cut rules once. 7 To modify the rule (optional): Open the copied rule, make the appropriate changes, and then click Update. 1 Click Rules to access the business rules window. 2 In the left pane's tree view, click the business rule folder where the rule resides. Eventbased rules display on the Event Rules tab and agent randomizer rules display on the Randomizer tab. 3 Right-click the rule that you want to rename and then select Open from the shortcut menu. 4 Click the Name field and then type the new name. 5 Click Update. The rule is renamed. Note: Only event-based rules and agent randomizer rules can be renamed. 1 Click Rules to access the Business Rules window. 2 In the left pane's tree view, click the business rule folder where the rule resides. Eventbased rules display on the Event Rules tab, Schedule-based rules display on the Schedule Rules tab, and agent randomizer rules display on the Randomizer tab. 3 Switch to the appropriate tab and then right-click the rule that you want to delete. Select Delete from the shortcut menu. A confirmation dialog box opens. 4 Click OK. The rule is deleted. Note: If you need to recover a deleted rule, contact your administrator. Search and Replay Guide 133

134 Business Rules Standard Managing Business Rules Folders Rules folders enable you to organize your business rules in a way that makes sense to you. Once you create a rules folder, you can create rules in that folder. You can also create other folders in that rules folder. For example, you can create a rules folder called New Hires, and inside the folder, you can create a folder for each new employee on your staff. Then, you can create a rule inside each employee's folder that instructed Quality Monitoring to record any contact that employee handled and place it in the appropriate contact folder. As the employees progressed to the point that you no longer considered them new hires and new employees come in, you can modify the rules and their folders accordingly, meaning that you could change the folder name, the business rule name, and the rule properties information instead of having to create entirely new rules and folders. This section discusses the following topics: Creating a Business Rules Folder on page 134 Modifying a Business Rules Folder on page 135 Deleting a Business Rules Folder on page 136 Copying a Business Rules Folder on page 137 Moving a Business Rules Folder on page 138 Renaming a Business Rules Folder on page 139 Business Rules Security on page 140 Creating a Business Rules Folder 1 Click Rules to access the Business Rules window. 2 In the right pane's tree view, right-click the business rules folder or the folder in which you want to create the new folder, and then choose New Folder from the shortcut menu. The Properties page of the new folder opens. 3 Complete the information on the folder Properties page. 4 Click the Security tab; complete the information on the Security page. 5 Click Add. The folder is created. 134 Nortel Quality Monitoring

135 November 2009 Business Rules Modifying a Business Rules Folder 1 Select the business rules folder in the tree view to be updated. 2 Select the Properties tab and/or the Security tab to modify the business rules folder properties or security. 3 Click Update to save, or click Reset to undo changes. The system updates the business rules folder and refreshes the tree view in the left panel. Search and Replay Guide 135

136 Business Rules Standard Deleting a Business Rules Folder When you delete a business rules folder, all business rules in that folder automatically become inactive. The folder is moved to the Recycle folder, although to users other than administrators (or those with permission to access the recycle folder) it appears to have been deleted. To delete a business rules folder: 1 Right-click the business rules folder to be deleted, and then select Delete. Result: A confirmation window appears. 2 Click Yes for delete, or click No to cancel the deletion. If you click Yes, the system moves the business rules folder, including all business rules and all sub-folders, into the Recycle folder. 136 Nortel Quality Monitoring

137 November 2009 Business Rules Copying a Business Rules Folder 1 Right-click the business rules folder to be copied, and then select Copy. 2 Right-click the destination folder in the tree view in the left panel, and then select Paste. You can Paste multiple times. The folder is copied to the target folder and named Copy of (Folder_Name). All business rules in the original folder are copied to the new folder. The tree view in the left panel reflects the copied folder. Note: You can also drag and drop to copy business rules folders. Search and Replay Guide 137

138 Business Rules Standard Moving a Business Rules Folder To move a business rules folder: 1 Right-click the business rules folder to be moved, and then select Cut. 2 Right-click the target folder, and then select Paste Rule. You can Paste multiple times. The system moves the business rules folder to the new location and refreshes the tree view in the left panel. Note: You can also select a business rule folder, and then drag and drop it onto its new location. 138 Nortel Quality Monitoring

139 November 2009 Business Rules Renaming a Business Rules Folder 1 Right-click the business rules folder to be renamed, and then select Rename folder. 2 Type the new name and then press the Enter key. The system changes the name of the business rules folder and displays the new name in the tree view. Note: You can also rename a business rules folder by typing the new folder name in the Name field on the Properties tab, and then clicking Update. The tree view automatically updates and displays the new name. Search and Replay Guide 139

140 Business Rules Standard Business Rules Security The Security page of the business rules feature enables you to assign permissions to the business rules folder that you have selected in the tree view. You can restrict what users or groups can do to the rules in that folder. When you select a business rules folder from the tree view, click the Security tab to access the Security page. 140 Nortel Quality Monitoring

141 November 2009 Business Rules The following table details the information about the areas found on the Security tab: Area List Type Read Description Drop-down list box where you indicate whether you want to display users or groups in the Items list. List of users or groups who have Read access to this Rules folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Read box. Modify List of users or groups who have Read/Write access to this Rules folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Modify box. Full Control List of users or groups who have Read/Write/Delete access to this Rules folder, as well as the necessary privileges to change the Security permissions associated with the folder. Add or remove users or groups from this list using the arrow (< >) buttons next to the Full Control box. Update or Add Saves any changes that you make to this folder. Reset Cancels any changes that you make to this folder. Note: Reset works only if you have not already clicked Update or Add. Search and Replay Guide 141

142 Business Rules Standard Nortel Quality Monitoring

143 Chapter 7 Live Monitoring In this chapter About Live Monitoring 144 Active Agents Window 145 Initiating/Stopping Live Monitoring 148 Saving Live Monitoring Sessions 150 Logging Off Active Agents 153 Search and Replay Guide 143

144 Live Monitoring Standard About Live Monitoring The Live Monitoring feature in Nortel Quality Monitoring enables you to observe and record the activity of a user in real time. With the click of a button, you can initiate a Live Monitoring session, and then record the contact if you decide that it warrants saving. Live monitoring is only available if there is a Nortel Call Recording Card (CRC) installed on the switch. If a Nortel CRC is not installed on your system, disregard this chapter. 144 Nortel Quality Monitoring

145 November 2009 Live Monitoring Active Agents Window When you click the Agents button, the Active Agents window opens. The Active Agents window contains a list of all agents whether they are logged on or not. You can use live monitor to observe (and record) any agent who is logged on. Drag and drop the column headings to change the display order of items; click each column heading to sort by that column. The following table details the columns found in the list: Column Active Agent ID Agent Name Device Extension Workspace Name Status DNIS Description Indicates whether the agent is logged on and is available for Live Monitoring. When the agent is logged on, a round dot icon displays. For Call contacts, the Agent ID of the agent logged on to the sub-device within the workspace is the Agent ID. For Monitor contacts, the earliest Agent ID, the agent who logs on to the workspace is the Agent ID stored for the contact. Agent ID is an empty string for Fixed Seating. The name of the agent. Since Search and Replay allows an agent to be logged on in multiple locations, you may see more than one entry for a single agent. However, each Device Group Name for the agent should be unique. The Device Extension is determined in the following way: If the workspace is currently involved in a call-based contact, the device extension equals the device name that most recently had activity. If the workspace is not currently involved in a call-based contact, the device extension equals the device name to which the agent first logged on. The group of devices, such as the telephone(s) and workstation(s), in the agent's workspace, for example, the physical location where an agent works such as a cubicle or an office. Device groups are defined in System Administration. Indicates the agent's status (for example, online or offline.). Dialed Number Identification Service provides the number the caller dialed to reach the attached computer telephony system. It indicates the number on which the contact is taking place. Search and Replay Guide 145

146 Live Monitoring Standard Column Call Direction Login Duration Call Duration Idle time Time Before Next Refresh Monitor Description Indicates whether this is an incoming, outgoing, or internal call. Indicates the duration from when the agent is logged on to the workstation. Indicates the duration from when the agent is on a call. Indicates the duration from when the agent's last call ended. Counts down the time remaining before the window automatically refreshes itself. The default is 30 seconds. Initiates a Live Monitoring session for the selected agent. An agent's Status must first indicate he or she is logged on. Click Monitor to launch the Live Monitor window, that shows you what the selected agent is seeing on his or her screen and routes the sound portion of the contact to your telephone or computer speakers. Another way to monitor an agent is to right-click the agent's name and then select Monitor Agent. Log Off Refresh Set Refresh Interval Logs off an active agent in situations where an agent already logged off the system but still appears to be logged on. To log off an agent, right-click the agent to be logged off, and then select Log Off. Only a supervisor with the role of Quality Monitoring administrator can perform the log off. Click to override the refresh interval and manually refresh the window. Click to set the refresh interval for the agent list. The default is 30 seconds. This interval can be configured within System Administration. 146 Nortel Quality Monitoring

147 November 2009 Live Monitoring Live Monitor Window The Live Monitor window displays the activity on the selected agent's screen so that you can see what the agent sees at the same time the agent is seeing it. The top of the window displays the monitored agent's name along with the agent's workspace Name. The bottom left of the window provides buttons that you can use to control the monitoring session: Stop Monitor: Stops monitoring the selected agent and provides the opportunity to save the media content. Depress for Image Scaling: Adjusts the display of the agent's screen to fit inside the Live Monitor window. The bottom right of the window displays the elapsed monitoring time. The bottom left corner of the screen displays indicators that represent the live connection monitoring status: CS: When illuminated, the system has a Client Socket connection to the server and can send monitor commands. In the case of Live Monitor, the only command available is Stop Monitor. This indicator should always be on. SS: When illuminated, the system has a Server Socket connection that enables you to view the agent's graphical user interface. This indicator should always be on. Search and Replay Guide 147

148 Live Monitoring Standard Initiating/Stopping Live Monitoring 1 Click the Agents button to go to the Active Agents window. In the Active Agents window, you see a list of the agents that you can monitor. 2 Select an agent from the list and then click the Monitor button. You can also right-click the agent, and then select Monitor Agent from the Shortcut menu, or double-click the agent. The system opens the Phone Setup window. 3 To listen to the audio portion of the session on your telephone, click Phone, and then provide your telephone number or extension. The system delivers the contact s audio to the indicated number. The number must be all numeric digits. Spaces and special characters are not allowed. If your system has more than one audio server configured, select the server to which your telephone is connected. If you do not know which server to use, contact your system administrator. Note: If the workspace is configured for video only, you will not see the setup dialog box. To listen to the audio portion of the call through speakers connected to your workstation s sound card, select Computer Speaker. 4 To save the audio settings, select Save audio playback method. 5 To begin the session, click Continue. The Live Monitor window launches to show you what the agent is seeing, and the sound portion of the session is routed to your telephone or computer speakers. 6 Click Cancel to stop the session. 148 Nortel Quality Monitoring

149 November 2009 Live Monitoring To stop a live monitoring session: Click the Stop Monitor button at the bottom left-hand corner of the window, or close the window. A dialog box appears, asking if you want to save the session. If you click Yes, the system prompts you to indicate where you want to save the session. Search and Replay Guide 149

150 Live Monitoring Standard Saving Live Monitoring Sessions Quality Monitoring automatically records a Live Monitoring session, but the session is not automatically saved. To save a Live Monitoring session: 1 Stop a Live Monitoring session by clicking Stop Monitor at the bottom of the Live Monitor window. 2 A dialog box opens prompting you to save the Live Monitoring session. 3 Click Yes to save the content. The system prompts you for the contact folder in which to save the content. 150 Nortel Quality Monitoring

151 November 2009 Live Monitoring Live Monitoring from Workforce Management If your system is integrated with Workforce Management: 1 In the Adherence section of the Tracking module, select the Adherence tab 2 From the list on the left side of the window. select the name of the agent that you want to monitor. The agent's name appears in the table on the main section of the window. 3 Select the agent's name from the table in the main section of the window. 4 Click the Monitor button located at the bottom of the table in the main section of the window. Search and Replay Guide 151

152 Live Monitoring Standard Recording on Demand from Workforce Management Note: You have to enable the business rule in the Workforce Optimization Folder. Only the EADMIN user has default access to this folder. 1 In the Adherence section of the Tracking module, select the Adherence tab. 2 From the list on the left side of the window, select the name of the agent that you want to monitor. The agent's name appears in the table on the main section of the window. 3 Select the agent's name from the table in the main section of the window. 4 Click the Record button located to the right of the name of the agent in the table in the main section of the window. When you click the Record button, it changes into the Stop Recording button. To stop recording, click the Stop Recording button. Note: A limit to the recording time out can be set in the Interaction Recording Timeout field on the General Setup - System Wide Configuration screen. The range is 10 minutes to 2 hours, specified in minutes. 152 Nortel Quality Monitoring

153 November 2009 Live Monitoring Logging Off Active Agents Only a supervisor with the role of an administrator can log off active agents. A supervisor may need to use this function in situations where an agent logs off the system when it is down, and still appears to be logged on when it is restarted. To log off an agent that still appears to be logged on to the system: 1 Click the Search and Replay logo. The Search and Replay window opens. 2 Click the Agents button. The Active Agents window opens. 3 Right-click the agent to be logged off. A shortcut menu opens on the Active Agents window. 4 Select Log off. A confirmation dialog box opens. 5 Select Yes. Search and Replay Guide 153

154 Live Monitoring Standard Nortel Quality Monitoring

155 Chapter 8 Searching In this chapter About the Search Feature 156 Searching for a User 157 Searching for a Contact 159 Searching for a Rule 161 Modifying Search Criteria 163 Saving Searches 164 Search and Replay Guide 155

156 Searching Standard About the Search Feature The Search feature provides the ability to locate items automatically in the tree view based upon criteria for certain key attributes. You can search from any of these tree views: Users: Locate users in the tree view. Business Rules: Locate rules in the tree view. Contacts: Locate contacts in the tree view and restore archived contacts and/or their content. Your search results are limited to items that you are allowed to view based upon your role in Nortel Quality Monitoring, as well as the permissions defined for business rules and contact folders. For example, if you have not been granted rights to a contact folder, your search does not show you contacts contained in that folder. There is no restriction on the search of users. The Nortel Quality Monitoring administrator can search all items in all tree views. 156 Nortel Quality Monitoring

157 November 2009 Searching Searching for a User 1 In the Search and Replay window, click Admin. The Users tab opens on the bottom left of the window. 2 Right-click a folder, and then select Search from the shortcut menu. The Search window opens, with the Search tab selected. 3 In the Attribute column, select a user attribute (First Name, for example) on which to search from the drop-down list. 4 In the Operator column, define the relationship between the Attribute and the Value (for example, Equals, Contains, Not Equal). 5 In the Value column, type the search parameter (for example, type John ). Searches are not case-sensitive. Note: For the Contact reviewed Attribute, the value is either True or False. True appears by default. 6 To specify multiple criteria, in the next column, select the conjunction appropriate to the relationship that you want to establish between the criteria. A new row is inserted in the Search Criteria table. 7 Repeat steps 3 to 6 for up to three criteria. 8 To make changes to the Search Criteria table contents, right-click the table to access the shortcut menu. Search and Replay Guide 157

158 Searching Standard To limit search results by the number of records returned, click Result Option and then type a value in the Max. Number of Records to be Returned (if available) field. 10 To begin the search, click Search. To stop the search, click Cancel. 158 Nortel Quality Monitoring

159 November 2009 Searching Searching for a Contact The Search feature enables you to locate a contact that you want to review; export; or go to, meaning that you can move directly to the contact folder where it resides and highlight it. To search for a contact: 1 In the Contacts window, right-click any folder in the tree view and then select Search from the shortcut menu. If you previously conducted a search, the previous search results appear. 2 In the Attribute column, select a contact attribute on which to search from the drop-down list. 3 In the Operator column, define the relationship between the Attribute and the Value (for example, Equals, Contains, Not Equal, Less Than or Equal To, or Greater Than or Equal To.) Note: Searches are not case-sensitive. 4 In the Value column, type the search parameter. 5 To specify multiple criteria, in the next column, select the conjunction appropriate to the relationship that you want to establish between the criteria. When you select the conjunctions and and or, a new row is inserted in the Search Criteria table. You can specify up to three search criteria. 6 To make changes to the Search Criteria table contents, right-click the table to access the pop-up menu to insert, delete, and modify the criteria. 7 Repeat steps 3 to 6 for up to three criteria For your third entry, specify the conjunction end to complete your list. 8 To begin the search, click Search. 9 To stop the search, click Stop. 10 When the search completes, a dialog box appears asking if you want to see your search results. Note: To minimize the folder opening time and reduce the time to perform Searches on Contacts, minimize the number of columns being displayed in the Contact List. Only select the columns that are necessary. 11 Click Yes. Note: Duplicate references to the same contact may appear, if the contact resides in multiple contact folders to which you have access. Search and Replay Guide 159

160 Searching Standard Result: The Results window appears. 12 To review a contact, right-click it, and then select Review Contact on the shortcut menu. Note: You cannot play back a contact that has no content. When attempting this, you are notiified by a system message. For complete instructions about reviewing a contact, see About Contacts on page To export a contact, right-click it and then select Export Contact on the shortcut menu. For complete instructions on exporting a contact, see Exporting a Contact on page To locate the contact on the Contacts tab, right-click a contact and then select Go to Contact on the shortcut menu. The contact folder where the contact resides opens with the contact highlighted. From here, depending on your role, you can perform a variety of tasks described in this chapter. For more information, see Managing Contacts on page Nortel Quality Monitoring

161 November 2009 Searching Searching for a Rule You can search for a business rule in a general or very specific way. First, you define the search parameters, and then you can modify criteria to further narrow your search. To search for a rule: 1 In the business rules window, right-click a folder to access the shortcut menu and then select Search. 2 In the Attribute column, use the drop-down list to select an attribute on which to search. Search and Replay Guide 161

162 Searching Standard In the Operator column, use the drop-down list to define the relationship between Attribute and Value (for example, Equals, Contains, or Not Equal). In the Value column, type the search parameter that you want to include in your results or to exclude from your results. Note: Searches are not case-sensitive. 4 To specify multiple criteria, in the next column, select the conjunction appropriate to the relationship that you want to establish between the criteria. The system inserts a new row in the Search Criteria table. Repeat Steps 2 to 5 for up to three criteria. 5 To begin the search, click Search. 6 To stop the search, click Stop. 162 Nortel Quality Monitoring

163 November 2009 Searching Modifying Search Criteria 1 To make changes to the contents of the Search Criteria table before initiating the search, right-click the table to access the shortcut menu: Insert Row creates a new row where clicked in the Search Criteria table. This option is disabled once you have three rows. Delete Row deletes the clicked row from the Search Criteria table. This option is disabled when only one row present. Clear Last Row deletes the last row from the Search Criteria table. Clear All Rows removes all rows from the Search Criteria table. 2 To limit the search results by the number of records returned, click Result Option, type a value in the Max Number of records to be returned field. 3 Click Search to begin the search. The system prevents further changes to the Search Criteria and changes the Search button to the Stop button. 4 To stop the search once it has started, click Stop. When the search completes, the Results tab opens. Search and Replay Guide 163

164 Searching Standard Saving Searches Once you have successfully created a search, you can save it for use later, either for running the same search again, or for using the criteria as a basis for creating a new search. This section details the following topics: Saving Search Criteria on page 164 Running Saved Searches on page 165 Modifying Saved Search Queries on page 166 Deleting Saved Search Queries on page 166 Saving Search Criteria After you complete a search, the results appear in the Results window. To save search criteria for later use, click Save Query You can review the search criteria before you save the search, by clicking the Criteria >> button. Name the query and then click Save. The query should appear in the Save Queries list on the Search window. 164 Nortel Quality Monitoring

165 November 2009 Searching Only searches the you create will appear in your saved search window. There are no public saved searches. Running Saved Searches 1 Right-click the folder or tree that you want to search. 2 Select Search to access the Search window 3 On the Search tab, double click the name of the Saved Query you want to run. The query opens in the Search Criteria section. 4 Select Search to run the query again. Only queries specific to the area in which you are working are displayed in the saved queries list. For example, if you are working in the contacts component of the Search and Replay application, the Saved Queries list only displays the queries that pertain to contacts. The Saved Queries list only displays search queries that you created. Search and Replay Guide 165

166 Searching Standard Modifying Saved Search Queries 1 Access the Search tab through the Search window. 2 Double-click the query in the Save Queries list that you want to modify to bring it into the Search Criteria table. 3 Modify the search attributes and operators 4 Select Search. The results of the search appear on the Results tab. You can save the modified query with the same name by selecting Save Query. Select Save Query As to save the modified query under a new name. Deleting Saved Search Queries 1 Access the Search tab through the Search Window. 2 In the Save Queries list, select the query that you want to delete. 3 Select Delete. The system prompts you to confirm that you want to delete the selected query. 166 Nortel Quality Monitoring

167 Chapter 9 Agent Initiated Monitoring (AIM) In this chapter Accessing AIM 168 Contact Monitoring 170 Search and Replay Guide 167

168 Agent Initiated Monitoring (AIM) Standard Accessing AIM Agent Initiated Monitoring (AIM) complements Search and Replay and enables agents to initiate recording commands from the desktop. With this tool, agents can easily monitor customer interactions while they are taking place. Contacts can be recorded as a single string, or by using several stop and start commands to capture specific information. In addition to agent-initiated recordings, the application can be configured to allow agents to block recordings for the current contact and note important facts about the call. Each AIM user is assigned a user ID and password in order to gain access to the application. After logging on, the agent will be able to perform tasks based on the configured AIM options. After completing all tasks, the agent can log off AIM to end the current session. Note: Typically, the agent ID is configured as the user ID and the telephone extension is configured as the password. Launching AIM The AIM application is automatically launched whenever the agent computer is turned on. The AIM icon displays in the system tray to indicate that the application is running. AIM icon in system tray However, if the application does not automatically launch or if the agent has turned off the application, the agent will need to launch AIM to begin recording. To Launch AIM: 1 From the Windows Start menu, select Run. 2 Browse for D:\Program Files\Witness Systems\Screen Capture Module\AIMTray.exe and click OK. 168 Nortel Quality Monitoring

169 November 2009 Agent Initiated Monitoring (AIM) Logging On to AIM Use the AIM shortcut menu log on to the application and monitor customer interactions (contacts) as they occur. Depending on system configuration, the agent may be automatically logged on whenever the application is launched. To manually log on to AIM: 1 Right-click the AIM icon in the system tray to display the shortcut menu. 2 Select Logon Agent. 3 In the Agent ID field, type the user name. 4 In the Extension field, type the password. 5 Click OK. Logging Off of AIM Exiting AIM 1 Right-click the AIM icon in the system tray to display the shortcut menu. 2 Select Logoff Agent. Note: Logging off ends the current session without exiting the AIM application. 1 Right-click the AIM icon in the system tray. 2 Select Exit. Note: When you exit AIM, the current session ends and the application closes. Search and Replay Guide 169

170 Agent Initiated Monitoring (AIM) Standard Contact Monitoring Use the AIM shortcut menu to perform all tasks and navigate the application, including: Start Monitoring Annotate Stop Monitoring Block Monitoring Pause Monitoring Resume Monitoring Starting Contact Monitoring When the agent monitors a call, voice and data information are saved to the contact file. The agent can start and stop recording a contact at any time or as many times as required during a contact. A contact must be initiated before the agent can begin monitoring; otherwise, the monitor process will be unsuccessful. If the monitor is unsuccessful, the tool tip over the AIM tray will indicate error on last command. If the agent initiates a recording while a supervisor is live monitoring the call, the supervisor will receive a notification that AIM monitoring has been initiated, and the monitor will change from a live monitor to AIM. The supervisor can still view the monitor, but cannot stop it. To start monitoring: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Start Monitoring. Annotating Contacts While the agent is recording a customer interaction, the agent can simultaneously note important facts or customer behaviors. The annotation feature allows the agent to include observations about the contact in real-time. The agents comments can then be seen during playback. The agent can annotate a contact by entering text into up to five user-defined fields. The agent can enter text into these fields at any time while the system is recording and storing the contact. The system appends these user-defined fields and the entered text to the attributes for the contact. To add an annotation to a contact: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Annotate. 170 Nortel Quality Monitoring

171 November 2009 Agent Initiated Monitoring (AIM) 3 Type information in the available text fields. Add notes and comments about the contact. Field names on the annotate screen are configurable, enabling the system administrator to specify varying input values. Use the cursor to hover the field name for tips on input values. 4 When done, click OK. Note: Annotations can occur only while the call is active. Blocking Call Monitoring When you block a contact from being monitored, all recording for the contact stops and all automated recording is prevented for the duration of the contact. Also, any recording that has already taken place during the contact will be deleted. To Block call Monitoring: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Block Monitoring. Stopping Call Monitoring The recording is stopped and all recording is blocked for this contact. Stopping a contact from being recorded does not end the contact (call), only the recording. If the agent does not manually stop the monitor, the recording will stop when the after call work timer has expired. To Stop Call Monitoring: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Stop Monitoring. The agent can restart the recording of the contact at any time while the call is active. Pause Monitoring To ensure proper security, agents can pause call recording, then resume recording, using the AIM interface. Typically, the Pause and Resume feature is used when private information, such as credit card numbers or passwords, are discussed during a call. Both audio and video recording will pause and resume when requested. To pause monitoring: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Pause Monitoring. Resume Monitoring To ensure proper security, agents can pause call recording, then resume recording, using the AIM interface. Typically, the Pause and Resume feature is used when private information, such as Search and Replay Guide 171

172 Agent Initiated Monitoring (AIM) Standard credit card numbers or passwords, are discussed during a call. Both audio and video recording will pause and resume when requested. To resume monitoring: 1 Right-click the AIM icon to display the shortcut menu. 2 Select Resume Monitoring. 172 Nortel Quality Monitoring

173 Chapter 10 Competency-Based Learning In this chapter Launching elearning from Quality Monitoring 174 Launching elearning from Quality Monitoring 174 Search and Replay Guide 173

174 Competency-Based Learning Standard Launching elearning from Quality Monitoring You can launch the elearning application to assign training to agents while reviewing contacts. 1 Access Quality Monitoring as usual to open the Search and Replay window, and then click the Contacts tab: 174 Nortel Quality Monitoring

175 November 2009 Competency-Based Learning 2 From the Contacts list on the left panel, select a contact folder. The right panel refreshes with the list of contacts: 3 Select a contact, and then right-click it to show the menu list. 4 On the menu list, click Review to open the Review Contact dialog box. 5 In the dialog box, click the Continue button to open the Quality Monitoring Contact Viewer dialog box: Search and Replay Guide 175