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Cisco Unified Workforce OptimizationQuality Management Administrator User Guide Version 11.5First Published: July 28, 2016Last Updated: October 29, 2019Cisco Systems, Inc. www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGEWITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TOBE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKEFULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THEINFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THISREFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOURCISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by the University ofCalifornia, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved.Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERSARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES,EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR APARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADEPRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, ORINCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISINGOUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OFTHE POSSIBILITY OF SUCH DAMAGES.Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and othercountries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarksmentioned are the property of their respective owners. The use of the word partner does not imply a partnershiprelationship between Cisco and any other company. (1110R)Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actualaddresses and phone numbers. Any examples, command display output, network topology diagrams, and otherfigures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phonenumbers in illustrative content is unintentional and coincidental.Administrator User Guide 2016, 2017 Cisco Systems, Inc. All rights reserved.2

ContentsIntroduction11Getting Started13Logging into Quality Management Administrator13Changing the Administrator Password13Synchronizing Databases14Logging Out of Quality Management Administrator14Administrator Interface17Moving Within the Navigation Tree17Sorting Tables18Configuring Quality Management19Modifying the System Configuration19System Database20Configuration Settings Used By Services21Update IP Address or Hostname22Data SynchronizationConfiguration Settings Used By Services2226Touch-Point Filtering27Telephony Groups28Telephony Groups30Signaling Groups31Recording Clusters32Telephony Group Configuration32Unified CM Configuration33CDR Information Formats for the QM3002 Notification Trigger37CDR Configuration38Filters39Summary Only403

Detail (Tab Delimited)40Detail (Plain Text)40Managing Ignored Extensions41Configuring the QM3002 Notification Trigger41Subscriber Configuration42Unified CM Signaling Group43Unified CM Recording Cluster45MediaSense ConfigurationMediaSense Signaling Group47MediaSense Recording Cluster47Managing Telephony Groups47Configuration Settings Used By Services48Enterprise Settings49Sharing Unified Workforce Optimization with Multiple Products50Share Login Fields50Locale51Storage Configuration51License52Report Logo Configuration53Session Timeout Options54Service Security Mode54Pack noEnterprise Server Settings44655Configuration Settings Used By Services56Active Directory56Domain Information56SMTP Configuration61SNMP Configuration63Allow Emailing of Reports64

Gamification Metrics65Gamification Configuration66Managing Gamification Metrics69Administrator Configuration69Managing Administrators71Site Settings71Site Considerations81Managing Site Settings83Configuration Settings Used By Services85External Storage and Services86Inclusion List86CSV Format89Gateway Recording Considerations90Cisco MediaSense Recording Considerations90Managing Extension Patterns91Excluding Extension Patterns92Monitoring and Notification92Configuration Settings Used By Services96Notification Distribution96Managing Notification Distribution Lists98Status99Configuration Settings Used By ServicesManually Installing the Cisco JTAPI Client9999Rules for Upgrading or Modifying the ACD Database in Update Mode100Stopping the Sync Service Before Upgrading the ACD Database100Changing the Web Base Server101System Configuration Setup Tools103Start Local Services1055

Create Database Catalogs105Generate Info for MSI Clients105Download/Install JTAPI105Encrypt Audio Files105Set Recording Home Directory105Generate SSL Certificate105Test CTI Services106Test MediaSense Subscription Service106Display Metadata Encryption Key106Choose Monitor Adaptor106Remove Recording Services107Set Temporary Recording Directory107Set Temporary Encoding Directory107SIP Trunk Certificate107Change IP Addresses or Hostnames108Recording File Encryption Key108About Encryption108Managing Encryption Keys109Record Server ConfigurationVoIP Devices6111111Hot Desking120Synchronization Issues121Enabling VoIP Devices for Recording121Configuring Devices for VoIP122Filtering by Site123Filtering VoIP Devices123Extension Mobility123CSV Format124

Managing VoIP DevicesPersonnelUser Roles and Privileges128131131Administrator131Agents and Knowledge chive Users138User Administration139Active Directory Systems139Non-Active Directory Systems151License/Unlicense Users158Deleting an ACD User160Deleting a Non-ACD User160Team Administration160Managing Teams161Group Administration162Recordings1658-bit and 16-bit QM Recording166Cisco MediaSense Recording Considerations166Recording Retention167Customizable Retention Rules169About Workflows169Quality Management Workflows171Workflow Administration171Classifier Configuration175Creating a Quality Management Workflow1777

Setting up Classifiers for a Quality Management Workflow179Configuring Actions for the Ringing, Answered, and Dropped Events180Modifying a Quality Management Workflow180Setting up Rules for a Classifier’s Ringing Event181Deleting a Quality Management Workflow183Best Practices for Agent EvaluationsQuality Management Training Process184Determining Type of Calls to Record or Evaluate185Identifying KPIs186Evaluation Goal Administration187Managing Evaluation Goals188Guidelines for Evaluation Forms195Guidelines for Evaluation Form Questions197Maximizing Quality Management Value through Effective Evaluations198Evaluation Forms8183198Evaluation Form Templates199Evaluation Form Administration201Creating an Evaluation Form202Details Tab203Form Status206Settings Tab208Sections Tab211Understanding How Sections are Weighted213Questions Tab213Understanding How Questions are Weighted216Configure Question Options219Configure Question Examples221KPI Order228

Survey Form Administration229General Guidelines229Qualtrics Requirements229Survey Monkey Requirements230Managing Survey Forms230Archive WorkflowsArchive Workflow AdministrationUser-Defined MetadataReserved WordsCall Events Administration234235240243246Improving Detection of Silence and Talkover Events248Handling Pause and Hold when Searching for Silence or Talkover events249Retention RulesInterface ConfigurationRole Permissions249253253Recording Visibility Settings253Export Permissions254Agent Permissions254Recording Control Buttons255Managing Role Permissions256Interface Settings256Hour Format257Live Screen Monitor257Training Contacts257Changing Interface Settings258Recording Columns258Organization Fields260Evaluation Fields2609

Date Fields260Contact Fields261Speech Fields264User Defined Metadata Fields265View ConfigurationCreating QM Views10265266

IntroductionThis document explains how to configure Cisco Unified Workforce Optimization Quality Management ina Cisco Unified Contact Center Express (Unified CCX) environment.Cisco Unified Workforce Optimization Quality Management (Quality Management) is a comprehensiverecording solution that addresses the common needs for recording customer interactions—whether itis for compliance, quality management, or both.The Quality Management Administrator Guide contains the information you need to successfullyconfigure Quality Management Administrator, including:nAssigning user rolesnSetting up groupsnCreating evaluation forms, manage evaluation formsnSetting up workflows for recording customer contactsnSetting up recording archivingnMaintaining the Quality Management systemQuality Management Administrator controls how devices are configured, calls are recorded, and whohas access to Recording and Quality Management.Call Recording provides a solution to record all calls—commonly done to meet regulatory compliancerequirements or to handle customer disputes. Call Recording makes the task of recording, archiving,and retrieving 100% of customer calls more manageable in the following ways:nAn organization can choose to record all calls for everyone, or for specific teams ofagents and knowledge workers configured in the systemnArchive parameters are flexible and storage is securenAdvanced query options let users find recordings quickly and easily among thousands oflogged interactionsQuality Management helps businesses refine their processes and improve their bottom line in thefollowing ways:nIncrease revenue by improving customer satisfaction and increasing customer loyaltynProvide consistent, high-quality customer experiencesnIdentify customer needs and expectationsnReduce labor costs for agent identifications11

Getting StartedTo get started, you need to access Quality Management Administrator. Quality ManagementAdministrator is installed on the Quality Management Web Base server by default during a normalinstall. You can also install it on a desktop, see the Desktop Deployment Guide or the InstallationGuide for more information.This topic provides the essential information for logging in to Quality Management Administrator,changing your password, and synchronizing the databases.Logging into Quality Management AdministratorTo log in to Quality Management Administrator:1. Choose Start All Programs Cisco WFO Quality Management Administrator.The Administrator Login dialog box appears.2. Complete the dialog box as follows, and then click OK or press the Enter key.nIn a non-Active Directory environment, type administrator in the User Name field andthe password that was set up during system installation in the Password field.Note: The username, administrator, is a default username. You cannotchange it. The Username field is not case sensitive and the Password field iscase sensitive.nIn an Active Directory environment, type an AD Account username in the User Namefield, the password associated with the AD Account user in the Password field. Selectthe domain that is associated with AD Account user from the drop-down list in theDomain field.Quality Management Administrator validates your login credentials.Changing the Administrator PasswordThe administrator password must be between 1 and 32 alphanumeric characters long. The passwordis case sensitive. The password should remain confidential. If your password is no longer confidential,change the password.Note: You can only change the administrator password in a non-Active Directory environment.13

Getting StartedTo change the administrator password:nFrom the menu bar, choose Settings Change Administrator Password, complete thefields in the Change Password dialog box, and then click OK.Synchronizing DatabasesTo ensure the Quality Management database synchronize correctly with the ACD database, followthese guidelines:nUnified CCX: set up teams, agents, supervisors, and devices in Unified CCX before yousynchronize the Unified CCX database with the Quality Management database.Quality Management automatically synchronizes changes in the ACD database to the QualityManagement database.To manually synchronize the databases:nOn the menu bar, choose File Synchronize Databases.The synchronization process starts. While the process is running, Quality Managementchanges the menu option from Synchronize Databases to Synchronize Databases(Running) and disables the option.Note: You might see a Microsoft Windows Security Alert saying that the WindowsFirewall blocked Java(TM) 2 Platform Standard Edition (SE) binary. To add anexception for this binary, click Unblock and try again.When the process is complete, Quality Management returns the menu option toSynchronize Databases and enables the option.Logging Out of Quality Management AdministratornTo log out and leave Quality Management Administrator running, choose File Log Of,and then click OK.You are logged out of Quality Management Administrator and the application remainsavailable.14

Getting StartednTo log back in when Quality Management Administrator is running, choose File Administrator Login, type administrator in the User Name field and the administrator passwordin the Password field, and then click OK.nTo log out and close Quality Management Administrator, choose File Exit or click Closein the upper right corner of the window.15

Administrator InterfaceThe Quality Management Administrator interface has two panes. The left pane is a navigation tree. Theright pane displays the node that you selected in the left pane.The administrator r