HP Qfiniti 10.x Web Access User Guide en

HP Qfiniti 10
Qfiniti Web Access

User Guide
Version 10.2
20 August 2014
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20 August 2014
Contents
Figures ............................................................................................................................................21
Tables ..............................................................................................................................................29
Procedures ....................................................................................................................................31
About This Document ...............................................................................................................41

Documentation Updates...............................................................................................................41
Related Documentation................................................................................................................43
Conventions .................................................................................................................................44
HP Product References................................................................................................................46
HP Customer Support ..................................................................................................................47
Contact HP Autonomy..................................................................................................................47
Document Revision History ..........................................................................................................47
Part 1 Getting Started

Chapter 1
Introduction to HP Qfiniti 10 .................................................................................................. 51
Workforce Optimization Platform .................................................................................................53
Voice and Screen Recording .......................................................................................................55
Coaching and eLearning .............................................................................................................56
Performance Management ..........................................................................................................57
Customer Surveying ....................................................................................................................57
Multichannel Analytics .................................................................................................................58
Desktop Analytics ........................................................................................................................58
Forecasting, Planning, and Scheduling .......................................................................................59

Qfiniti Web Access User Guide 3

Contents
Chapter 2
Get Started with QWA ............................................................................................................. 61
Log in to Qfiniti Web Access ....................................................................................................... 62
Qfiniti Authentication ............................................................................................................ 63
Change Your Password ....................................................................................................... 64
Navigate through Qfiniti Web Access ......................................................................................... 65
Header ................................................................................................................................. 66
Overview Tab ....................................................................................................................... 67
My Overview .................................................................................................................. 68
Team Overview .............................................................................................................. 69
System Overview ........................................................................................................... 70
Teams Tab ........................................................................................................................... 70
Organization View .......................................................................................................... 71
Roles View ..................................................................................................................... 71
Team Classifications View ............................................................................................. 72
View Team Member Imports .......................................................................................... 72
Access Groups View ...................................................................................................... 73
Alerts View ..................................................................................................................... 74
Recordings Tab .................................................................................................................... 74
Recordings .................................................................................................................... 75
Media Player .................................................................................................................. 76
WFM Imports ................................................................................................................. 77
Recording Schedules ..................................................................................................... 77
Recording Classifications ............................................................................................... 77
Agent Activity ................................................................................................................. 77
Recording Archives ........................................................................................................ 80
Recording Archive Folders ............................................................................................. 80
Autoclassify Recordings ................................................................................................. 80
Aging Recordings .......................................................................................................... 80
Evaluations Tab ................................................................................................................... 80
Scorecards .................................................................................................................... 81
Evaluation Forms ........................................................................................................... 82
Performance Areas ........................................................................................................ 83
Evaluation Questions ..................................................................................................... 83
Evaluation Classifications .............................................................................................. 84
Web Surveys ................................................................................................................. 84
Evaluation Aging Schedules .......................................................................................... 85
Evaluations Plans .......................................................................................................... 85
Reports Tab ......................................................................................................................... 88
Report Snapshots View ................................................................................................. 88

4 Qfiniti Web Access User Guide

Contents
Report Schedules View ..................................................................................................89

Learning Tab .........................................................................................................................89
Published Courses .........................................................................................................90
Course Assignments ......................................................................................................90
Courses ..........................................................................................................................91
Surveys Tab .........................................................................................................................92
Completed Surveys ........................................................................................................92
Triggers ..........................................................................................................................93
Templates ......................................................................................................................93
Questions .......................................................................................................................94
Survey Classifications ....................................................................................................95
Survey Archives .............................................................................................................95
Aging Surveys ................................................................................................................96
Explore Tab ..........................................................................................................................96
ICE Tab ................................................................................................................................97
Applications ....................................................................................................................97
Policies ...........................................................................................................................97
Teams ............................................................................................................................98
Optimize Tab ........................................................................................................................98
Workforce Tab ......................................................................................................................99
HP Qfiniti 10 Workforce Portal ........................................................................................99
User Synchronization Plans ...........................................................................................99
Administer Tab ....................................................................................................................100
Advise Settings .............................................................................................................100
Alarm Settings ..............................................................................................................100
Explore System Settings ..............................................................................................100
Ingestion Settings .........................................................................................................100
License Settings ...........................................................................................................101
Observe Settings ..........................................................................................................101
Platform Settings ..........................................................................................................101
Qfiniti Workforce Settings .............................................................................................101
Web Access Settings ....................................................................................................101
Qfiniti Workforce Settings .............................................................................................101
Web Access Settings ....................................................................................................101
Global Features are Everywhere ...............................................................................................101
Notifications Icon ................................................................................................................102
Views ..................................................................................................................................103
View List .......................................................................................................................104
Detail Work Space ........................................................................................................105
Quick Find ..........................................................................................................................105


Contents
Online Help ........................................................................................................................ 105

Spelling Checker ................................................................................................................ 106
Log out of Qfiniti Web Access ................................................................................................... 107
Browser .................................................................................................................................... 108
Chapter 3
Gain an Overview .................................................................................................................... 109
Description of the Overview Panels ........................................................................................... 109
My Overview Page ............................................................................................................. 110
Team Overview Tab ........................................................................................................... 114
System Overview Tab ........................................................................................................ 118
Work with the Overview Panels ................................................................................................ 120
Rearrange an Overview Panel ........................................................................................... 121
Tab Toolbar ........................................................................................................................ 121
Configure the Overview Panels .......................................................................................... 122
Chapter 4
Search Methods ....................................................................................................................... 123
Quick Find ................................................................................................................................ 123
Custom Views ........................................................................................................................... 124
Create a Basic View ........................................................................................................... 124
Create a Dynamic View ...................................................................................................... 125
Selection Criteria for Surveys ............................................................................................. 145
Work with Custom Views .................................................................................................... 151
Chapter 5
Record Calls.............................................................................................................................. 155
Record on Demand ................................................................................................................... 157
Live Monitor ............................................................................................................................... 159
Perform a Live Monitor Recording of Agent Activity ........................................................... 160
Delete a Live Monitor Recording ........................................................................................ 162
Use the Live Monitor Player ............................................................................................... 162
Follow on Transfer..................................................................................................................... 162
Chapter 6
Additional Procedures for Team Members ................................................................... 165
Evaluation Scorecards .............................................................................................................. 165
Learning ................................................................................................................................... 165
Classifications ........................................................................................................................... 166


Contents
Part 2 Supervisory Tasks

Chapter 7
Organize Teams ....................................................................................................................... 169
Organization ..............................................................................................................................169
View Organizational Teams ................................................................................................170
Install the Phone Prompt Player ..........................................................................................170
Use the Phone Prompt Player ............................................................................................172
Add a Team ........................................................................................................................173
Modify a Team ....................................................................................................................174
Delete a Team ....................................................................................................................175
Roles .........................................................................................................................................175
Permissions ........................................................................................................................176
Guidelines ...........................................................................................................................176
Add a Role ..........................................................................................................................176
View Columns .....................................................................................................................181
Restrict Access to Searchable Fields ...........................................................................181
Dynamic View ...............................................................................................................184
Modify a Role ......................................................................................................................184
Delete a Role ......................................................................................................................185
View the Roles ....................................................................................................................186
Assign a Role ......................................................................................................................186
Team Member Profiles ..............................................................................................................186
Add a Team Member Profile ...............................................................................................187
Modify a Team Member Profile ...........................................................................................191
Delete a Team Member Profile ...........................................................................................191
Team Member Classifications ...................................................................................................192
Add, Modify, and Delete a Team Member Classification .....................................................192
Import Team Members with a Schedule ....................................................................................192
Add a Team Member Import Schedule ...............................................................................193
Modify a Team Member Import Schedule ...........................................................................196
Delete a Team Member Import Schedule ...........................................................................196
Access Groups ..........................................................................................................................197
Grant Permissions to Work with Access Groups .................................................................197
Add a New Access Group ...................................................................................................198
Add an Access Group ...................................................................................................198
Create a Recordings Filter ............................................................................................203
Modify a Recordings Filter ............................................................................................203
Delete a Recordings Filter ............................................................................................204


Contents
View the Access Groups .................................................................................................... 204

Modify an Access Group .................................................................................................... 205
Delete an Access Group .................................................................................................... 205
Alerts ........................................................................................................................................ 206
Add an Alert ....................................................................................................................... 207
Modify an Alert ................................................................................................................... 212
Delete an Alert ................................................................................................................... 213
Chapter 8
Set up Recording Schedules .............................................................................................. 215
WFM Import .............................................................................................................................. 216
Recording Schedules ............................................................................................................... 222
Create a Recording Schedule ............................................................................................ 224
Modify a System Recording Schedule ................................................................................ 234
Modify a Recording Schedule ............................................................................................ 236
Delete a Recording Schedule ............................................................................................. 236
Recording Triggers ................................................................................................................... 237
Add a Trigger to a Recording Schedule ............................................................................. 238
Modify a Recording Trigger ................................................................................................ 240
Delete a Recording Trigger ................................................................................................ 241
Use an Advanced Trigger Expression ................................................................................ 241
Chapter 9
Work with Recordings ........................................................................................................... 245
Display the Recordings View .................................................................................................... 245
Standard, Dynamic, and Basic Views ................................................................................. 246
View the Recordings .......................................................................................................... 247
Rearrange Rows and Columns .......................................................................................... 252
Display or Hide Columns ............................................................................................. 253
Reorder Columns ......................................................................................................... 254
Sort by Column ............................................................................................................ 254
Group Rows by Column Heading ................................................................................. 254
Dynamic Views ................................................................................................................... 255
Create a Dynamic View ............................................................................................... 256
Edit a Dynamic View .................................................................................................... 259
Delete a Dynamic View ................................................................................................ 259
Share a Dynamic View ................................................................................................. 259
Remove a Shared View ............................................................................................... 261
Basic Views ........................................................................................................................ 262
Create a Basic View .................................................................................................... 262


Contents
Edit a Basic View ..........................................................................................................262

Delete a Basic View .....................................................................................................263
Time Zone Support ...................................................................................................................263
Play the Recordings ..................................................................................................................264
Play Back the Recordings ...................................................................................................266
Use the Media Player Controls ...........................................................................................270
Use the Play List .................................................................................................................270
Build a Play List ............................................................................................................271
Add Recordings to the Play List ....................................................................................271
Save the Play List .........................................................................................................272
Play a Recording from the Play List ..............................................................................272
Remove a Recording from the Play List .......................................................................272
Close the Play List ........................................................................................................272
Identify Recording Markers .......................................................................................................273
Marker Settings ...................................................................................................................275
Add an Annotation Marker ..................................................................................................276
Add a Text Annotation to a Recording ..........................................................................277
Add a Screen Annotation to a Recording ......................................................................277
Add an Evaluation Annotation ......................................................................................278
Classify Recordings ..................................................................................................................280
Add, Modify, or Delete a Recording Classification ..............................................................280
Classify One or More Recordings from the View List ..........................................................281
Classify a Recording from the Media Player .......................................................................282
Create an Anonymous Recording for Training ....................................................................282
Autoclassify Recordings ......................................................................................................284
View the Classifications Attached to Recordings ................................................................286
Export Recordings .....................................................................................................................287
Access Calls through the Phone Player ....................................................................................288
Monitor or Record Agent Activity ...............................................................................................288
View Team Members on Multiple Systems ................................................................................291
Chapter 10
Import WFM Data ..................................................................................................................... 293
Data Types.................................................................................................................................294
Team Member Data ............................................................................................................294
Team Member Authentication .............................................................................................295
Guidelines for Importing Data .............................................................................................295
Data Import Plans ......................................................................................................................296
View the Data Import Plans ................................................................................................296
Create a WFM Data Import Plan .........................................................................................297


Contents
Modify a WFM Data Import Plan ........................................................................................ 303

Delete a WFM Data Import Plan ......................................................................................... 304
Import Team Members ............................................................................................................. 305
Import Team Members without an Alias ............................................................................. 305
Sample CSV Text Format ............................................................................................ 305
Sample Import Map ..................................................................................................... 306
Import Team Members with a Single Alias ......................................................................... 307
Import Team Members with One or More Aliases .............................................................. 309
Cautions ............................................................................................................................. 312
Chapter 11
Create Evaluations ................................................................................................................. 313
Questions and Answers ............................................................................................................ 314
Guidelines .......................................................................................................................... 316
Create an Answer Template ............................................................................................... 316
Modify an Answer Template ............................................................................................... 319
Delete an Answer Template ............................................................................................... 320
Create a Question and Answer Set .................................................................................... 321
View a Question and Answer Set ....................................................................................... 325
Modify a Question and Answer Set .................................................................................... 326
Delete a Question .............................................................................................................. 327
Performance Areas ................................................................................................................... 327
Guidelines .......................................................................................................................... 328
Create a Performance Area ............................................................................................... 328
Questions that Branch ........................................................................................................ 330
Add a Subquestion ...................................................................................................... 330
Delete a Subquestion .................................................................................................. 332
Modify a Performance Area ................................................................................................ 332
Delete a Performance Area ................................................................................................ 333
View Performance Areas .................................................................................................... 333
Evaluation Forms ...................................................................................................................... 334
Guidelines .......................................................................................................................... 335
Version Numbers ............................................................................................................... 336
Create an Evaluation Form ................................................................................................ 336
Modify an Evaluation Form ................................................................................................. 341
Delete an Evaluation Form ................................................................................................. 342
View Evaluation Forms ....................................................................................................... 342
Configure Running Totals in Scorecards ............................................................................ 344
Evaluation Question ClassificationsScores Based on Question Classification ................ 345
Evaluation Scorecard Completion and Closure .................................................................. 347


Contents
Reopen an Incomplete or Locked Scorecard ................................................................348

Evaluation Subcategories .............................................................................................349
View Training Scorecards .........................................................................................................349
Chapter 12
Work with Evaluation Plans................................................................................................. 351
Overview of Evaluation Plans.....................................................................................................351
Definitions ...........................................................................................................................352
Uses of Evaluation Plans ....................................................................................................353
Permissions for Roles .........................................................................................................354
Evaluation Plan Execution ..................................................................................................355
Use Evaluation Plans ................................................................................................................355
Evaluation Plan Views ........................................................................................................358
Add a View of Evaluation Plan Schedules ....................................................................358
Edit a View of Evaluation Plan Schedules ....................................................................359
Delete a View of Evaluation Plan Schedules ................................................................360
Share a View of Evaluation Plan Schedules .................................................................360
Evaluation PlansMy Summary .........................................................................................362
View your Assignments ................................................................................................364
Evaluate Recordings ....................................................................................................364
Skip an Assigned Evaluation ........................................................................................365
Resume an In-Progress Assignment ............................................................................366
Evaluation PlansPlan Summary ......................................................................................368
Plan Summary ..............................................................................................................368
Evaluator Summary ......................................................................................................372
Evaluation PlanAssignments ...........................................................................................373
View Assignment Status for an Evaluation Plan ...........................................................373
Assign a Calibration Call to an Evaluation Plan ............................................................374
Change an Evaluation Plan Assignment .......................................................................377
Add a Manual Assignment ............................................................................................377
Delete an Assignment ..................................................................................................378
Evaluation PlanSchedules ...............................................................................................379
Create an Evaluation Plan Schedule ............................................................................379
Edit an Evaluation Plan Schedule .................................................................................383
Delete an Evaluation Plan Schedule ............................................................................384
Chapter 13
Perform Evaluations with Scorecards ............................................................................. 385
Work with Scorecard Views .......................................................................................................386


Contents
Add a Scorecard View ........................................................................................................ 387

Share a View ...................................................................................................................... 388
View or Modify a Scorecard View ....................................................................................... 391
Delete a Scorecard View .................................................................................................... 392
View the Scorecards .......................................................................................................... 392
Evaluate a Team Member ........................................................................................................ 397
Add a Scorecard for a Team Member ................................................................................ 397
Edit a Scorecard ................................................................................................................. 400
Make a Scorecard Available for Review ............................................................................. 402
Delete a Scorecard ............................................................................................................ 402
Sort the Scorecards ........................................................................................................... 403
Review a Scorecard ........................................................................................................... 403
Annotate a Scorecard ............................................................................................................... 404
Add a Note ......................................................................................................................... 405
Use Quick Notes ................................................................................................................ 407
Create a Quick Note .................................................................................................... 407
Add a Quick Note to a Scorecard ................................................................................. 408
Modify a Quick Note .................................................................................................... 408
Remove a Quick Note .................................................................................................. 409
Delete a Note from a Scorecard ................................................................................... 409
Show or Hide Notes ........................................................................................................... 409
Hide or Show Notes in a Performance Area or Question ............................................. 410
Hide or Show All Notes ................................................................................................ 410
Add, Modify, and Delete a Scorecard Classification ................................................................. 410
Classify Scorecards from the View List ..................................................................................... 411
Attach or Detach a Recording ................................................................................................... 412
Attach a Recording to a Scorecard ..................................................................................... 412
Detach a Recording from a Scorecard ............................................................................... 413
Assign a Course from a Scorecard ........................................................................................... 414
Add an Evaluation Aging Schedule ........................................................................................... 415
Web Surveys ............................................................................................................................. 416
Chapter 14
Learn from Courses ............................................................................................................... 417
Publish Courses ....................................................................................................................... 417
Publish a Course ................................................................................................................ 418
View Published Courses .................................................................................................... 421
Modify a Course ................................................................................................................. 422
Delete a Course ................................................................................................................. 423
Copy Information about Courses ........................................................................................ 423


Contents
Work with Course Assignments .................................................................................................424

Assign a Course .................................................................................................................424
Student Auto Assignment ...................................................................................................426
Assignments View List ........................................................................................................427
View Assignments for a Team or Team Member ................................................................429
Delete a Team Member Course Assignment ......................................................................429
Delete a Course Assignment ..............................................................................................429
Add a New Course Assignment View .................................................................................430
Modify a Course Assignment View .....................................................................................431
Delete a Course Assignment View ......................................................................................432
Share a Course Assignment View ......................................................................................432
Work with Published Courses ...................................................................................................433
View the List of Courses .....................................................................................................434
Launch a Course ................................................................................................................434
Complete a Course .............................................................................................................435
Add a Courses View ...........................................................................................................436
Modify a Courses View .......................................................................................................436
Delete a Courses View .......................................................................................................437
Chapter 15
Use Surveys ............................................................................................................................... 439
Features of Qfiniti Survey...........................................................................................................440
Flexible Design ...................................................................................................................440
Multiple Language Support .................................................................................................441
Customer-Driven Performance ...........................................................................................441
Customer Response ...........................................................................................................441
Survey Reports ...................................................................................................................442
Qfiniti Survey Interface ...............................................................................................................442
Create a Customer Survey ........................................................................................................444
Create Question Definitions ................................................................................................444
Create a Question and Answer Set ..............................................................................445
Modify a Question ........................................................................................................448
Delete a Question .........................................................................................................449
Survey Templates ...............................................................................................................449
Create a Survey Template ............................................................................................450
Modify a Survey Template ............................................................................................452
Delete a Survey or Survey Template ............................................................................452
Question Rules ...................................................................................................................453
Add a Rule to a Question .............................................................................................454
Delete a Branching Rule from a Question ....................................................................454


Contents
Survey Triggers .................................................................................................................. 454

Create a Trigger ........................................................................................................... 455
Modify a Trigger ........................................................................................................... 458
Delete a Trigger ........................................................................................................... 458
Record Custom Survey Prompts ........................................................................................ 459
Record Survey Prompts with a Touchtone Phone ........................................................ 459
Record Survey Prompts Digitally ................................................................................. 460
Prompt Types ..................................................................................................................... 460
Standard Prompts and Messages ................................................................................ 460
Setup and Debug Prompts and Messages ................................................................... 461
Recording Prompts and Messages .............................................................................. 462
Sample Prompts .......................................................................................................... 462
User-Generated Prompts ............................................................................................. 462
Completed Surveys .................................................................................................................. 462
Survey View List ................................................................................................................. 463
Survey Detail ...................................................................................................................... 464
Add a Transcription ...................................................................................................... 464
Delete a Transcription .................................................................................................. 464
Play Back a Recorded Message .................................................................................. 464
Play Back a Voice Message Answer ............................................................................ 465
Web Surveys ............................................................................................................................ 465
Web Survey Overview ........................................................................................................ 465
Guidelines for Using Web Surveys ..................................................................................... 467
Create a Web Survey ......................................................................................................... 469
Publish a Web Survey ........................................................................................................ 480
Unpublish a Web Survey .................................................................................................... 480
Edit a Web Survey ............................................................................................................. 480
View a Web Survey ............................................................................................................ 480
Delete a Web Survey ......................................................................................................... 481
Some Creative Ways to use Web Surveys ......................................................................... 481
View the Results of a Web Survey ..................................................................................... 484
Chapter 16
Use Completed Surveys ....................................................................................................... 485
View Completed Surveys .......................................................................................................... 485
Survey View List ................................................................................................................. 485
Completed Surveys Detail .................................................................................................. 487
Work with Completed Surveys .................................................................................................. 487
Sort the Survey View .......................................................................................................... 487
Open a Completed Survey ................................................................................................. 487


Contents
Delete Completed Surveys .................................................................................................488

Add a Transcription to a Completed Survey ........................................................................489
Modify a Transcription of a Completed Survey ...................................................................489
Delete a Transcription from a Completed Survey ................................................................490
Play Back a Recorded Message .........................................................................................490
Play Back a Voice Message Answer ...................................................................................490
Chapter 17
Classify Team Members, Recordings, or Evaluations .............................................. 491
Guidelines ..................................................................................................................................492
Classification Styles ...................................................................................................................492
Define a Classification ...............................................................................................................493
Define a Standard Classification .........................................................................................496
Define a User-Defined Classification ..................................................................................497
Define a Predefined Classification ......................................................................................499
Modify a Classification ...............................................................................................................501
Delete a Classification ...............................................................................................................502
View the Classifications .............................................................................................................504
Classify Records from the View List ..........................................................................................504
Classify a Single Record .....................................................................................................505
Classify Multiple Records ....................................................................................................507
Autoclassification Rules for Recordings .....................................................................................507
Operation of Autoclassification Rules .................................................................................508
Define an Autoclassification Rule ........................................................................................508
Chapter 18
Set up Schedules for Archiving and Aging ................................................................... 513
How Aging Works.......................................................................................................................516
Archiving and Aging Guidelines..................................................................................................518
Archive and Age Recordings by Classification ....................................................................520
Archive and Age Recordings by File Type ..........................................................................520
Archive and Age Recordings and Surveys ..........................................................................521
Use Multiple Archive and Aging Schedules .........................................................................521
Use Archive Schedules .............................................................................................................522
Create an Archive Schedule ...............................................................................................522
Start and Stop an Archive Schedule ...................................................................................527
Start an Archive Schedule ............................................................................................527
Stop an Archive Schedule ............................................................................................528
Delete an Archive Schedule ................................................................................................528
View the Archive History .....................................................................................................528


Contents
Limit Selected Records with Filters ........................................................................................... 529

Add a Filter ......................................................................................................................... 530
Archive and Aging Schedules for Qfiniti Survey ................................................................. 531
Modify a Filter ..................................................................................................................... 532
Delete a Filter ..................................................................................................................... 532
Find Unknown Team Members with a Filter ....................................................................... 533
Copy the Recordings to Archive Media ..................................................................................... 533
Play Archived Recordings ......................................................................................................... 534
Play an Archived Recording from an Online Source ........................................................... 534
Play an Archived Recording from a Tape Backup .............................................................. 534
Use Aging Schedules ............................................................................................................... 535
Create an Aging Schedule ................................................................................................. 535
Publish an Aging Schedule ................................................................................................ 538
Start an Aging Schedule ..................................................................................................... 539
Stop an Aging Schedule ..................................................................................................... 539
Delete an Aging Schedule .................................................................................................. 539
View the Aging History ....................................................................................................... 540
Chapter 19
Manage the Archive Folders ............................................................................................... 541
Manage the Archive Folders ..................................................................................................... 542
Relocate an Archive ................................................................................................................. 543
Toolbar Buttons ......................................................................................................................... 544
Shortcut Menu ........................................................................................................................... 545
Chapter 20
Schedule and View Reports ................................................................................................ 547
Undefined Windows Login ID .................................................................................................... 547
Report Snapshots ..................................................................................................................... 548
Use Report Snapshots ....................................................................................................... 548
Report Filters ...................................................................................................................... 550
Add a Report Filter ....................................................................................................... 550
Edit a Report Filter ....................................................................................................... 551
Delete a Report Filter ................................................................................................... 552
Report Schedules ..................................................................................................................... 553
Create or Modify a Report Schedule .................................................................................. 553
Delete a Report Schedule .................................................................................................. 559
Scorecard Reports .................................................................................................................... 559
Open a Scorecard Report .................................................................................................. 559
Print a Scorecard Report .................................................................................................... 561


Contents
Export a Scorecard Report .................................................................................................561

Standard Reports ......................................................................................................................562
Reports from QWA .............................................................................................................563
System Settings ...........................................................................................................563
Team Members ............................................................................................................564
Classifications ..............................................................................................................564
Roles ............................................................................................................................564
Audits ...........................................................................................................................564
Reports from Expert/Learning .............................................................................................565
Assignments .................................................................................................................565
Publish .........................................................................................................................565
Reports from Survey ...........................................................................................................565
Completed Surveys ......................................................................................................565
Survey Calls .................................................................................................................566
Survey Templates ........................................................................................................566
Reports from Qfiniti Analytics (Explore) ..............................................................................567
Explore Calls ................................................................................................................567
Reports from Advise ...........................................................................................................567
Evaluation Scorecards ..................................................................................................567
Evaluation Plan Assignments .......................................................................................571
Evaluation Templates ...................................................................................................571
Performance Areas ......................................................................................................571
Web Surveys Completed ..............................................................................................571
Reports from Observe .........................................................................................................571
Recording Files ............................................................................................................571
Chapter 21
Explore......................................................................................................................................... 573
Chapter 22
Qfiniti ICE.................................................................................................................................... 575
Chapter 23
Qfiniti Workforce Management .......................................................................................... 577
Introduction to the Qfiniti WFM Module ......................................................................................578
Access the Qfiniti Workforce Portal ...........................................................................................581
Create User Synchronization Plans ...........................................................................................582
Export Users to Qfiniti Workforce with a User Synchronization Plan ...................................583
Import Users into Qfiniti with a User Synchronization Plan .................................................589


Contents
View the User Synchronization Plans ................................................................................. 592

Modify a User Synchronization Plan ................................................................................... 592
Copy a User Synchronization Plan ..................................................................................... 593
Delete a User Synchronization Plan ................................................................................... 594
View the Workforce User Synchronization Report .................................................................... 594
Appendixes
Appendix A
QWA Configuration ................................................................................................................. 601
Configure the Advise Settings .................................................................................................. 602
Configure the Alarm Settings .................................................................................................... 603
Configure the Explore Settings ................................................................................................. 604
Configure the Ingestion Settings ............................................................................................... 605
Configure the License Settings ................................................................................................. 608
Configure the Observe Settings ................................................................................................ 610
Configure the Platform Settings ................................................................................................ 613
Configure the Qfiniti Workforce Settings & License the Agents ................................................ 616
Configure the Qfiniti Workforce Settings ............................................................................. 616
License the Agents ............................................................................................................. 618
Configure the Web Access Settings ......................................................................................... 619
Appendix B
Permissions ............................................................................................................................... 621
General Information .................................................................................................................. 623
Overview Permissions .............................................................................................................. 624
Teams Permissions .................................................................................................................. 626
Recordings Permissions in Observe ......................................................................................... 628
Evaluations Permissions ........................................................................................................... 633
Reports Permissions ................................................................................................................ 636
Expert (Learning) Permissions ................................................................................................. 644
Surveys Permissions ................................................................................................................ 645
Configuration Permissions ........................................................................................................ 647
Appendix C
SCORM Conformance ............................................................................................................ 649
Glossary ...................................................................................................................................... 651


Contents
Index ..............................................................................................................................................673


Contents


Figures
Figure 1 Qfiniti platform and module feature set ..................................................................... 54

Figure 2 Qfiniti system overview ............................................................................................. 55
Figure 3 Secure Login page..................................................................................................... 63
Figure 4 Recordings page........................................................................................................ 64
Figure 5 Change Password dialog box .................................................................................... 65
Figure 6 Header ...................................................................................................................... 66
Figure 7 My Overview .............................................................................................................. 67
Figure 8 Team Overview.......................................................................................................... 69
Figure 9 System Overview....................................................................................................... 70
Figure 10 Roles view ................................................................................................................ 71
Figure 11 Classifications view ................................................................................................... 72
Figure 12 Team Member Imports view ..................................................................................... 73
Figure 13 Access Groups view of teams ................................................................................... 73
Figure 14 Alerts view ................................................................................................................. 74
Figure 15 Media Player ............................................................................................................. 76
Figure 16 Recording Classifications .......................................................................................... 77
Figure 17 Agent Activity ............................................................................................................. 78
Figure 18 Scorecards view ....................................................................................................... 81
Figure 19 Evaluation Forms ...................................................................................................... 82
Figure 20 Performance Areas ................................................................................................... 83
Figure 21 Questions .................................................................................................................. 83
Figure 22 Evaluation Classifications ......................................................................................... 84
Figure 23 Web Surveys ............................................................................................................ 84
Figure 24 Evaluation Aging Schedules ...................................................................................... 85
Figure 25 Evaluation Plan Schedules ....................................................................................... 86
Figure 26 Assignments ............................................................................................................. 86
Figure 27 Plan Summary ........................................................................................................... 87
Figure 28 My Summary ............................................................................................................. 87
Figure 29 Report Snapshots View ............................................................................................ 88
Figure 30 Report Schedules View ............................................................................................ 89


Figures
Figure 31 Published Courses .................................................................................................... 90

Figure 32 Course Assignments ................................................................................................. 91
Figure 33 Learning Courses....................................................................................................... 91
Figure 34 Completed Surveys View .......................................................................................... 92
Figure 35 Survey Triggers ......................................................................................................... 93
Figure 36 Survey Templates ..................................................................................................... 94
Figure 37 Survey Questions ...................................................................................................... 94
Figure 38 Survey Classifications ............................................................................................... 95
Figure 39 Survey Archives ......................................................................................................... 95
Figure 40 Aging Surveys ............................................................................................................ 96
Figure 41 ICE Applications ........................................................................................................ 97
Figure 42 ICE Policies page ...................................................................................................... 98
Figure 43 ICE Teams page ....................................................................................................... 98
Figure 44 User Synchronization Plans .....................................................................................100
Figure 45 Notification button ....................................................................................................102
Figure 46 Notifications dialog box ............................................................................................102
Figure 47 View List ..................................................................................................................104
Figure 48 Spell Check dialog box.............................................................................................106
Figure 49 My Overview tab .....................................................................................................110
Figure 50 Content Selector PanelMy Overview....................................................................111
Figure 51 My Surveys panel.....................................................................................................111
Figure 52 My Overview panelWhat Evaluations to be Completed........................................112
Figure 53 Quality Question Summary panel ............................................................................113
Figure 54 Last 10 Scorecards panel ........................................................................................113
Figure 55 Team Overview tab ..................................................................................................114
Figure 56 Content Panel SelectorTeam Overview ...............................................................115
Figure 57 Team Quality Question Summary ............................................................................115
Figure 58 My Teams Surveys..................................................................................................116
Figure 59 Team Evaluation HistoryLast 10 Scorecards .......................................................116
Figure 60 Team Overview panelWhat Evaluations to be Completed ...................................117
Figure 61 System Overview tab ...............................................................................................118
Figure 62 Content Panel SelectorSystem Overview.............................................................119
Figure 63 Tab toolbar (enlarged)..............................................................................................121
Figure 64 Quick Find ................................................................................................................123
Figure 65 Basic View dialog box ..............................................................................................124
Figure 66 Create a dynamic view.............................................................................................125
Figure 67 Dynamic View dialog box .........................................................................................125
Figure 68 Share a dynamic view ..............................................................................................153
Figure 69 Share View dialog box .............................................................................................153


Figures
Figure 70 Live Monitor Player ................................................................................................. 161

Figure 71 Organization view ................................................................................................... 170
Figure 72 Phone Prompt dialog box ........................................................................................ 171
Figure 73 Adobe Flash Player Settings dialog box .................................................................. 172
Figure 74 New Team ............................................................................................................... 173
Figure 75 New Team window .................................................................................................. 174
Figure 76 Roles view ............................................................................................................... 177
Figure 77 New Role window .................................................................................................... 178
Figure 78 Recordings Permissions .......................................................................................... 179
Figure 79 Viewable Filters and Columns dialog box................................................................ 182
Figure 80 New Team Member windowGeneral Information................................................. 187
Figure 81 New Team Member dialog boxAliases................................................................. 189
Figure 82 Alias Detail dialog box ............................................................................................. 189
Figure 83 Team Member Imports dialog box ........................................................................... 193
Figure 84 User Data dialog box ............................................................................................... 194
Figure 85 Team Member Import dialog boxmissing data ..................................................... 196
Figure 86 Access Group window ............................................................................................. 199
Figure 87 Add Filter for recordings .......................................................................................... 200
Figure 88 Access Group windowUsers ................................................................................ 202
Figure 89 Access Groups View ............................................................................................... 205
Figure 90 Delete confirmation message .................................................................................. 206
Figure 91 Alert windowGeneral Information & Criteria categories ......................................... 207
Figure 92 Criteria category ...................................................................................................... 207
Figure 93 AlertSubscription category ................................................................................... 210
Figure 94 AlertNotification Details category ......................................................................... 210
Figure 95 AlertTeam Assignment category .......................................................................... 212
Figure 96 WFM Imports view .................................................................................................. 217
Figure 97 New WFM Import dialog box .................................................................................. 217
Figure 98 User Data dialog box ............................................................................................... 218
Figure 99 User Data dialog box 2 ............................................................................................ 219
Figure 100 WFM ImportRecord Handling & Date Range ....................................................... 220
Figure 101 WFM ImportScheduling........................................................................................ 221
Figure 102 Recording Schedules............................................................................................... 225
Figure 103 Recording ScheduleGeneral Information and Schedule Criteria ......................... 226
Figure 104 Recording ScheduleRecording Parameters......................................................... 228
Figure 105 Recording ScheduleTeams and Members, and Triggers..................................... 229
Figure 106 Recording SchedulesNotifications and Classification categories......................... 231
Figure 107 Global Recording ScheduleNew Classification dialog boxStandard ................ 232
Figure 108 Global Recording ScheduleNew Classification dialog boxUser-Defined.......... 232


Figures
Figure 109 Global Recording ScheduleNew Classification dialog boxList Value................232

Figure 110 Recording SchedulesRandomization Times category..........................................233
Figure 111 Add Time Interval dialog box....................................................................................234
Figure 112 System Recording ScheduleGeneral Information ................................................235
Figure 113 System Recording ScheduleRecording Parameters details.................................235
Figure 114 Add/Edit Trigger dialog box......................................................................................238
Figure 115 Recordings list..........................................................................................................246
Figure 116 Recordings buttons .................................................................................................248
Figure 117 Quick Find and paging buttons ...............................................................................249
Figure 118 Column heading shortcut menu ...............................................................................253
Figure 119 Recordings grouped by the Attachments column ....................................................255
Figure 120 View Definition window ............................................................................................256
Figure 121 Share a dynamic view ..............................................................................................260
Figure 123 Media Player playing a voice-only recording............................................................267
Figure 124 Stopwatch window ...................................................................................................268
Figure 125 Media Player window with voice & screen recording ...............................................268
Figure 126 Media Player controls...............................................................................................270
Figure 127 Text Marker dialog box.............................................................................................273
Figure 128 Marker Settings dialog box.......................................................................................275
Figure 129 Marker List dialog box ..............................................................................................276
Figure 130 Marker dialog box.....................................................................................................276
Figure 131 Screen Marker dialog box .......................................................................................278
Figure 132 Add Evaluation Marker dialog box ...........................................................................279
Figure 133 Classifications dialog box for recordings..................................................................281
Figure 134 Autoclassify dialog box.............................................................................................285
Figure 135 Export Recording message box ...............................................................................287
Figure 136 Batch Export dialog box ...........................................................................................287
Figure 137 Agent Activity ...........................................................................................................289
Figure 138 WFM Import Plan dialog box....................................................................................298
Figure 139 Data ImportUser Data dialog box .........................................................................299
Figure 140 Data ImportScheduling .........................................................................................302
Figure 141 Sample CSV text format...........................................................................................308
Figure 142 Import Map for Table 13 ...........................................................................................308
Figure 143 User_Alias_Types table ...........................................................................................309
Figure 144 Example Data Import Map for the file example ........................................................311
Figure 145 Questions View List..................................................................................................317
Figure 146 Question dialog box .................................................................................................317
Figure 147 Add an Answer Template dialog box .......................................................................318


Figures
Figure 148 List Value dialog box................................................................................................ 319

Figure 149 Edit an Answer Template dialog box ....................................................................... 320
Figure 150 QuestionAttributes & Team Access categories.................................................... 322
Figure 151 Question Classifications .......................................................................................... 325
Figure 152 Performance AreaGeneral Information category ................................................. 328
Figure 153 Add Question dialog box.......................................................................................... 329
Figure 154 Questions................................................................................................................. 331
Figure 155 Evaluation Form (1) ................................................................................................. 337
Figure 156 Add a Performance Area dialog box........................................................................ 338
Figure 157 Evaluation Form Classifications............................................................................... 339
Figure 158 Evaluation Form Settings......................................................................................... 340
Figure 159 Team Access category ............................................................................................ 341
Figure 160 Evaluation Form definitionSettings....................................................................... 344
Figure 161 Evaluation ScorecardClassifications with icons .................................................. 346
Figure 162 Evaluation Plans tabSchedules............................................................................ 355
Figure 163 Column menu .......................................................................................................... 356
Figure 164 View Name dialog box ............................................................................................ 359
Figure 165 Share View dialog box ............................................................................................. 361
Figure 166 My Summary work space ....................................................................................... 362
Figure 167 All In-Progress Assignments.................................................................................... 363
Figure 168 Skip Evaluation dialog box....................................................................................... 366
Figure 169 Select scorecards in progress ................................................................................. 367
Figure 170 Plan Summary ........................................................................................................ 369
Figure 171 Plan & cycle view..................................................................................................... 370
Figure 172 Assignments In-Progress ........................................................................................ 371
Figure 173 Evaluator Summary ................................................................................................. 372
Figure 174 Assignments work space ......................................................................................... 373
Figure 175 Create New Evaluation Plan Assignment dialog box............................................... 375
Figure 176 Manual Assignment to Evaluation Plan ................................................................... 378
Figure 177 Evaluators category ................................................................................................. 380
Figure 178 Teams and Members category ................................................................................ 380
Figure 179 Schedule category ................................................................................................... 381
Figure 180 Filters category ........................................................................................................ 382
Figure 181 Edit Filter dialog box ................................................................................................ 382
Figure 182 Evaluation Form category........................................................................................ 383
Figure 183 Scorecard View definition page ............................................................................... 387
Figure 184 Share a dynamic view.............................................................................................. 390
Figure 185 Share View dialog box ............................................................................................. 390
Figure 186 Scorecards View List .............................................................................................. 394


Figures
Figure 187 Scorecard detail .......................................................................................................396

Figure 188 New scorecard form .................................................................................................398
Figure 189 Total Score box ........................................................................................................399
Figure 190 Classify Scorecards dialog box ................................................................................399
Figure 191 Attachments dialog box............................................................................................400
Figure 192 Scorecard buttons ...................................................................................................401
Figure 193 Make Available for Review.......................................................................................402
Figure 194 Add a Note dialog box..............................................................................................406
Figure 195 Location of Notes buttons ........................................................................................407
Figure 196 Quick Note dialog box ..............................................................................................408
Figure 197 Student Course Assignment dialog box ...................................................................414
Figure 198 Evaluation Aging ScheduleFilter Criteria ..............................................................415
Figure 199 New Course dialog box ............................................................................................418
Figure 200 Import Content dialog box ........................................................................................420
Figure 201 Publish work space .................................................................................................421
Figure 202 Organization shortcut menu .....................................................................................425
Figure 203 Student Course Assignment window .......................................................................425
Figure 204 Assignments View List .............................................................................................427
Figure 205 New View option ......................................................................................................430
Figure 206 View List dialog box .................................................................................................430
Figure 207 Add Basic View dialog box.......................................................................................431
Figure 209 Courses view list ......................................................................................................434
Figure 210 Course session ........................................................................................................435
Figure 211 Surveys View List ....................................................................................................442
Figure 212 QuestionsGeneral Information..............................................................................445
Figure 213 QuestionsAlerts ....................................................................................................447
Figure 214 TemplatesGeneral Information .............................................................................450
Figure 215 Add Question dialog box ..........................................................................................451
Figure 216 Delete a Survey or Survey Template .......................................................................453
Figure 217 Question branching ..................................................................................................453
Figure 218 TriggersGeneral Information.................................................................................456
Figure 219 General Information category...................................................................................470
Figure 220 Advanced and Publish Settings categories..............................................................472
Figure 221 Preview of a web survey as a web page..................................................................473
Figure 222 Web Survey Scheduling category ............................................................................474
Figure 223 Web SurveyE-mail with (and without) Survey categories .....................................478
Figure 224 Sample e-mail message from Web Survey..............................................................482
Figure 225 Completed Surveys view list ...................................................................................486


Figures
Figure 226 Completed survey detail ......................................................................................... 488

Figure 227 Add transcription...................................................................................................... 489
Figure 228 Standard classification for evaluations .................................................................... 497
Figure 229 Input Mask ............................................................................................................... 498
Figure 230 ClassificationGeneral Information category ......................................................... 500
Figure 231 List Value dialog box................................................................................................ 500
Figure 232 Classify a record from the View List ........................................................................ 506
Figure 233 Classifications dialog box for recordings ................................................................. 506
Figure 234 General Information ................................................................................................. 509
Figure 235 Confirm Deletion message box................................................................................ 510
Figure 236 Archive Schedule (1) ............................................................................................... 523
Figure 237 Scheduling and History categories ......................................................................... 525
Figure 238 Archives work space................................................................................................ 527
Figure 239 Filter Criteria ............................................................................................................ 530
Figure 240 Weekly Database Job.............................................................................................. 531
Figure 241 Surveys Aging page................................................................................................ 531
Figure 242 Aging Schedule details (1)....................................................................................... 536
Figure 243 Aging Schedule details (2)....................................................................................... 537
Figure 244 Archive Folders work space..................................................................................... 542
Figure 245 Update Folder Location ........................................................................................... 544
Figure 246 Update Archive Folder Location dialog box ............................................................. 544
Figure 247 Report Snapshots tab .............................................................................................. 548
Figure 248 New Report Snapshot detail .................................................................................... 549
Figure 249 Report Snapshot Filter Criteria dialog box............................................................... 551
Figure 250 Report Schedules .................................................................................................... 554
Figure 251 General Information & Destination........................................................................... 554
Figure 252 Filters & Report SchedulingOnce......................................................................... 556
Figure 253 Report SchedulingHourly ..................................................................................... 557
Figure 254 Report SchedulingDaily........................................................................................ 557
Figure 255 Report SchedulingWeekly.................................................................................... 558
Figure 256 Report SchedulingMonthly ................................................................................... 558
Figure 257 Scorecard Report..................................................................................................... 560
Figure 258 Formula for arithmetic mean.................................................................................... 562
Figure 259 Explore Login dialog box ......................................................................................... 574
Figure 260 ICE .......................................................................................................................... 576
Figure 261 Workforce Welcome ................................................................................................ 581
Figure 262 Workforce Portal window ......................................................................................... 582
Figure 263 General Information category .................................................................................. 584
Figure 264 Record Handling category ....................................................................................... 584


Figures
Figure 265 Role and Team category..........................................................................................586

Figure 266 Qfiniti Workforce Attributes category........................................................................587
Figure 267 Scheduling category.................................................................................................588
Figure 268 History category .......................................................................................................588
Figure 269 Licensing category ...................................................................................................590
Figure 270 Team Member Classifications..................................................................................591
Figure 271 User Synchronization Plans page ............................................................................592
Figure 272 Copy of a user synchronization plan ........................................................................593
Figure 273 User Synchronization Report button ........................................................................595
Figure 274 Workforce User Synchronization Report .................................................................595
Figure 275 User record ..............................................................................................................596
Figure 276 Advise Settings ........................................................................................................602
Figure 277 Alarm Settings..........................................................................................................603
Figure 278 Explore Settings .......................................................................................................604
Figure 279 Ingestion Settings.....................................................................................................605
Figure 280 Add Aggregation dialog box .....................................................................................606
Figure 281 License Settings ......................................................................................................609
Figure 282 Import License Key dialog box .................................................................................609
Figure 283 Observe Settings......................................................................................................611
Figure 284 New CTI Event dialog box........................................................................................612
Figure 285 Platform Settings......................................................................................................614
Figure 286 Qfiniti Workforce Settings.........................................................................................617
Figure 287 Web Access Settings page ......................................................................................619
Figure 288 Roles tab .................................................................................................................622
Figure 289 Recordings Permissions .........................................................................................628
Figure 290 Select Viewable Filters and Columns dialog box .....................................................629


Tables
Table 1 QWA Workforce Optimization platform ....................................................................... 53

Table 2 Teams filter parameters ............................................................................................ 126
Table 3 Recordings filter parameters..................................................................................... 133
Table 4 Evaluations filter parameters .................................................................................... 138
Table 5 Selection criteria for surveys..................................................................................... 146
Table 6 Affected components in Qfiniti Web Access ............................................................. 181
Table 7 Scorecard Alert Criteria............................................................................................. 208
Table 8 Survey Alert Criteria .................................................................................................. 209
Table 9 Recording schedule categories................................................................................. 222
Table 10 Trigger group, trigger subtype, and value ................................................................. 239
Table 11 Team member authentication ................................................................................... 295
Table 12 Sample data for team members without an alias...................................................... 305
Table 13 Sample CSV text format in columns ......................................................................... 307
Table 14 Score calculation....................................................................................................... 315
Table 15 Change sequence affects version number ............................................................... 336
Table 16 Category descriptions in progress bar chart ............................................................. 363
Table 17 Input mask symbols for user-defined classifications ................................................. 493


Tables


Procedures
To access HP Autonomy documentation ...................................................................................... 42

To send feedback on Autonomy documentation ........................................................................... 43
To access the HP Autonomy Customer Support Site.................................................................... 47
To log in to Qfiniti Web Access...................................................................................................... 63
To change your password ............................................................................................................. 64
To see a view of the roles.............................................................................................................. 71
To view the team member classifications...................................................................................... 72
To view the team member imports ................................................................................................ 72
To open the Access Groups view.................................................................................................. 73
To open the Alerts view ................................................................................................................. 74
To see a list of recordings ............................................................................................................. 75
To record agent activity ................................................................................................................. 78
To monitor agent activity ............................................................................................................... 79
To observe a team member where more than one Observe system can record .......................... 79
To view completed evaluation scorecards..................................................................................... 81
To view evaluation forms............................................................................................................... 82
To view performance areas ........................................................................................................... 83
To view questions.......................................................................................................................... 83
To view evaluation classifications.................................................................................................. 84
To view evaluation aging schedules.............................................................................................. 85
To see a list of Evaluation Plan Schedules ................................................................................... 85
To see a list of evaluation plan assignments................................................................................. 86
To see a list of reports ................................................................................................................... 88
To see a list of report schedules.................................................................................................... 89
To see a list of courses.................................................................................................................. 90
To see a list of course assignments .............................................................................................. 90
To see a list of learning courses.................................................................................................... 91
To see a list of completed surveys ................................................................................................ 92
To see a list of completed surveys ................................................................................................ 93
To see a list of survey templates ................................................................................................... 93


Procedures
To see a list of survey questions.................................................................................................... 94

To see a list of survey classifications ............................................................................................. 95
To see your notification messages ..............................................................................................102
To open the QWA Help PDF file ..................................................................................................105
To log out of Qfiniti Web Access ..................................................................................................107
To display summaries of items related to you.............................................................................. 110
To display summaries of items related to the current team ......................................................... 114
To display summaries of items related to the system .................................................................. 118
To rearrange a panel on its tab ....................................................................................................121
To configure any Overview panel.................................................................................................122
To use Quick Find ........................................................................................................................123
To create a basic view .................................................................................................................124
To create a dynamic view ............................................................................................................125
To share a dynamic view with other teams ..................................................................................152
To perform a recording on demand .............................................................................................158
To perform a live monitor recording of agent activity ...................................................................160
To delete a Live Monitor recording ..............................................................................................162
To select FOT templates..............................................................................................................163
To view organizational teams ......................................................................................................170
To completely refresh the Organization tree ................................................................................170
To install the Phone Player ..........................................................................................................171
To use the Phone Prompt Player .................................................................................................172
To add a team..............................................................................................................................173
To modify a team .........................................................................................................................174
To delete a team ..........................................................................................................................175
To add a role................................................................................................................................177
To restrict a users access to searchable fields for recordings ....................................................181
To modify a role ...........................................................................................................................184
To delete a role ............................................................................................................................185
To view a list of defined roles.......................................................................................................186
To sort the list by a column ..........................................................................................................186
To add a team member profile .....................................................................................................187
To modify a team member profile ................................................................................................191
To delete a team member profile .................................................................................................191
To add a team member import schedule .....................................................................................193
To change a team member import schedule ...............................................................................196
To delete a team member import schedule .................................................................................196
To grant permissions for access groups ......................................................................................198
To create an access group ..........................................................................................................198


To create a recordings filter......................................................................................................... 203
To modify a recordings filter ........................................................................................................ 203
To delete a recordings filter ......................................................................................................... 204
To view a list of access groups.................................................................................................... 204
To modify an access group ......................................................................................................... 205
To delete an access group .......................................................................................................... 205
To add an alert ............................................................................................................................ 207
To modify an alert........................................................................................................................ 212
To delete an alert......................................................................................................................... 213
To import WFM............................................................................................................................ 217
To define a recording schedule ................................................................................................... 224
To modify a system recording schedule ...................................................................................... 234
To modify a recording schedule .................................................................................................. 236
To delete a recording schedule ................................................................................................... 236
To add a trigger to a recording schedule..................................................................................... 238
To modify a recording trigger....................................................................................................... 240
To delete a recording trigger ....................................................................................................... 241
To add an advanced trigger expression ...................................................................................... 241
To remove a criterion set from a trigger ...................................................................................... 243
To view a list of recordings .......................................................................................................... 247
To display or hide columns.......................................................................................................... 253
To move (reorder) columns ......................................................................................................... 254
To sort recordings by any column, either: ................................................................................... 254
To group rows by column heading .............................................................................................. 254
To remove Grouping by Field ...................................................................................................... 255
To create a user-defined (dynamic) view .................................................................................... 256
To edit a dynamic view ................................................................................................................ 259
To delete a user-defined (dynamic) View .................................................................................... 259
To share a dynamic view with others .......................................................................................... 260
To view or remove a shared view................................................................................................ 261
To create a basic view................................................................................................................. 262
To edit a basic view ..................................................................................................................... 262
To delete a basic view ................................................................................................................. 263
To play a recording...................................................................................................................... 266
To remove a recording from a play list ........................................................................................ 269
To add recordings to the Play List, use one of the following actions........................................... 271
To save the play list of recordings ............................................................................................... 272
To play a recording in the open Play List .................................................................................... 272
To delete a recording from the Play List...................................................................................... 272


Procedures
To close the Play List...................................................................................................................272

To select marker types to appear ................................................................................................275
To add an annotation marker .......................................................................................................276
To add a text annotation to a recording .......................................................................................277
To add a screen annotation to a recording ..................................................................................277
To add an evaluation annotation..................................................................................................278
To classify one or more recordings ..............................................................................................281
To assign one or more classifications to a recording from the Media Player...............................282
To create an anonymous training recording ................................................................................283
To create a new autoclassification ...............................................................................................284
To view recording classification assignments from the View List.................................................286
To fully view recording classification assignments.......................................................................286
To export one or more recordings................................................................................................287
To access calls through the Phone Player...................................................................................288
To record or monitor agent activity ..............................................................................................288
To view agents on multiple systems ............................................................................................291
To view data import plans ............................................................................................................297
To create a WFM data import plan...............................................................................................298
To modify a WFM data import plan ..............................................................................................303
To delete a data import plan ........................................................................................................304
To create an import map for teams ..............................................................................................306
To import team members with a single alias................................................................................308
To create an answer template .....................................................................................................316
To edit an answer template..........................................................................................................319
To delete an answer template......................................................................................................320
To create a question and answer set ...........................................................................................321
To view a question and answer set..............................................................................................325
To modify a question and answer set ..........................................................................................326
To delete a question ....................................................................................................................327
To create a performance area .....................................................................................................328
To add a subquestion ..................................................................................................................331
To delete a subquestion...............................................................................................................332
To modify a performance area .....................................................................................................332
To delete a performance area......................................................................................................333
To view a list of defined performance areas ................................................................................333
To create an evaluation form .......................................................................................................336
To modify an evaluation form.......................................................................................................341
To delete an evaluation form .......................................................................................................342
To view an evaluation form ..........................................................................................................343


To reopen an incomplete or locked scorecard ............................................................................ 348
To create a view of evaluation plan schedules............................................................................ 358
To edit a view of evaluation plan schedules ................................................................................ 359
To delete a view of evaluation plan schedules ............................................................................ 360
To share a view of evaluation plan schedules............................................................................. 360
To view your assignments ........................................................................................................... 364
To evaluate recordings ................................................................................................................ 364
To skip an assigned evaluation ................................................................................................... 365
To resume evaluating in-progress scorecards ............................................................................ 366
To view the status of assignments .............................................................................................. 373
To assign a calibration call from the Recordings list ................................................................... 375
To create a calibration call from an existing assignment............................................................. 376
To view calibration scores ........................................................................................................... 376
To change an evaluation plan assignment .................................................................................. 377
To create a manual assignment .................................................................................................. 377
To unassign an assigned recording............................................................................................. 379
To create an evaluation plan schedule........................................................................................ 379
To edit an evaluation plan schedule ............................................................................................ 384
To delete an evaluation plan schedule ........................................................................................ 384
To create a user-defined, dynamic view...................................................................................... 387
To share a dynamic view with other teams ................................................................................. 389
To view or remove a shared view of scorecards ......................................................................... 391
To edit a view .............................................................................................................................. 391
To delete a user-defined, dynamic view ...................................................................................... 392
To view a short list of scorecards ................................................................................................ 393
To view a scorecard .................................................................................................................... 393
To copy scorecard information .................................................................................................... 396
To create a scorecard for a team member .................................................................................. 398
To edit a scorecard...................................................................................................................... 401
To make a scorecard available for review ................................................................................... 402
To delete one or more scorecards from the view list................................................................... 402
To delete a scorecard from an open scorecard........................................................................... 403
To sort the scorecards list ........................................................................................................... 403
To review your scorecard ............................................................................................................ 404
To find scorecards that have been (or have not been) acknowledged........................................ 404
To add a note to a scorecard....................................................................................................... 405
To create or modify a quick note ................................................................................................. 407
To add a Quick Note to a Scorecard ........................................................................................... 408
To change a Quick Note.............................................................................................................. 408


Procedures
To remove a Quick Note ..............................................................................................................409

To delete a note from a scorecard ...............................................................................................409
To hide the notes in a performance area or question ..................................................................410
To show notes in a performance area or question.......................................................................410
To show or hide all notes .............................................................................................................410
To show all notes .........................................................................................................................410
To add a single classification to a scorecard from the View List.................................................. 411
To classify multiple scorecards from the View List....................................................................... 411
To attach a recording to a scorecard ...........................................................................................412
To detach a recording from a scorecard ......................................................................................413
To assign a course from a scorecard...........................................................................................414
To create an evaluation aging schedule ......................................................................................415
To publish a new course ..............................................................................................................418
To view published courses...........................................................................................................421
To modify a course ......................................................................................................................422
To delete a published course.......................................................................................................423
To copy data from the work space to a document .......................................................................423
To assign courses to teams or team members ............................................................................424
To take a completed course.........................................................................................................427
To view course assignments for a team or team member ...........................................................429
To view abbreviated course assignment information for a team member ...................................429
To delete a team member course assignment.............................................................................429
To delete a course assignment....................................................................................................429
To create a new dynamic view for course assignments...............................................................430
To create a new basic view for course assignments....................................................................431
To modify a course assignment view ...........................................................................................431
To delete a course assignment view............................................................................................432
To share a course assignment view ............................................................................................432
To view a list of courses...............................................................................................................434
To launch a course ......................................................................................................................434
To complete a course ..................................................................................................................435
To create a new view of courses .................................................................................................436
To modify a basic view of courses ...............................................................................................436
To modify a dynamic view of courses ..........................................................................................437
To delete a courses view .............................................................................................................437
To create a question and answer set ...........................................................................................445
To modify a question....................................................................................................................448
To delete a question ....................................................................................................................449
To create a survey template ........................................................................................................450


To modify a survey template ....................................................................................................... 452
To delete a survey or survey template ........................................................................................ 452
To add a rule to a question.......................................................................................................... 454
To delete a branching rule in a survey template.......................................................................... 454
To create a trigger ....................................................................................................................... 455
To modify a trigger....................................................................................................................... 458
To delete a trigger ....................................................................................................................... 458
To record survey prompts with a touchtone phone ..................................................................... 459
To record Survey prompts digitally .............................................................................................. 460
To view completed surveys list.................................................................................................... 463
To add a transcription.................................................................................................................. 464
To delete a transcription .............................................................................................................. 464
To play back the attached recording ........................................................................................... 464
To play back a voice message answer........................................................................................ 465
To add a web survey ................................................................................................................... 469
To make an automated web survey available for use ................................................................. 480
To withdraw an automated web survey from use ........................................................................ 480
To view a web survey .................................................................................................................. 481
To delete a web survey ............................................................................................................... 481
To open the completed surveys list ............................................................................................. 485
To sort the view ........................................................................................................................... 487
To open a completed survey ....................................................................................................... 487
To delete completed surveys....................................................................................................... 488
To add a transcription to a completed survey.............................................................................. 489
To modify a transcript in a completed survey .............................................................................. 489
To delete the transcription from a completed survey................................................................... 490
To play back the attached recording ........................................................................................... 490
To play back a voice message answer........................................................................................ 490
To define a new standard classification....................................................................................... 496
To define a user-defined classification ........................................................................................ 497
To define a predefined classification ........................................................................................... 499
To modify a classification ............................................................................................................ 501
To delete a classification ............................................................................................................. 503
To view a list of defined classifications........................................................................................ 504
To classify a single record ........................................................................................................... 505
To classify multiple records ......................................................................................................... 507
To define an autoclassification rule ............................................................................................. 508
To create an archive schedule .................................................................................................... 522
To start an archive schedule ....................................................................................................... 527


Procedures
To stop an archive schedule ........................................................................................................528

To delete an archive schedule .....................................................................................................528
To view the history of an archive schedule ..................................................................................528
To add a new filter .......................................................................................................................530
To modify a filter ..........................................................................................................................532
To delete a filter ...........................................................................................................................532
To search for unknown team members with a filter .....................................................................533
To copy the files to the archive medium (for example, a CD) ......................................................533
To play an archived recording from an online source ..................................................................534
To play recordings that were archived to tape .............................................................................534
To create an aging schedule........................................................................................................535
To publish an aging schedule ......................................................................................................538
To start an aging schedule...........................................................................................................539
To stop an aging schedule...........................................................................................................539
To delete an aging schedule ........................................................................................................540
To manage archive folders ..........................................................................................................542
To relocate an archive .................................................................................................................543
To view the list of report snapshots..............................................................................................548
To create a report snapshot .........................................................................................................549
To open a snapshot report ...........................................................................................................549
To view a snapshot report............................................................................................................550
To delete a report snapshot .........................................................................................................550
To add a report filter.....................................................................................................................550
To edit a filter ...............................................................................................................................551
To delete a report filter.................................................................................................................552
To create or modify a report schedule .........................................................................................553
To delete a report schedule .........................................................................................................559
To open a scorecard report for viewing or export ........................................................................559
To print a scorecard report...........................................................................................................561
To export a scorecard report to Microsoft Excel or Adobe Acrobat PDF file................................561
To open the saved report, you must have either: ........................................................................562
To access Autonomy Explore ......................................................................................................574
To log in to the Qfiniti Workforce Portal .......................................................................................581
To view the Qfiniti Workforce Portal version number ...................................................................582
To request a password reset for Qfiniti Workforce.......................................................................582
To create a new user synchronization plan for export .................................................................583
To create a new user synchronization plan for import into Qfiniti ................................................589
To view the User Synchronization Plans .....................................................................................592
To modify an existing synchronization plan .................................................................................592


Procedures
To save an existing synchronization plan with a new name........................................................ 593

To copy a user synchronization plan ........................................................................................... 593
To delete a synchronization plan................................................................................................. 594
To view the Workforce User Synchronization Report.................................................................. 594
To configure the Advise settings ................................................................................................. 602
To configure the alarm settings ................................................................................................... 603
To configure the Explore system settings.................................................................................... 604
To configure the ingestion settings.............................................................................................. 605
To configure the license settings ................................................................................................. 608
To configure the Observe settings............................................................................................... 610
To configure the platform settings ............................................................................................... 613
To configure the Qfiniti Workforce settings.................................................................................. 617
To license agents to use Qfiniti Workforce .................................................................................. 618
To configure the Web Access settings ........................................................................................ 619
To change permissions ............................................................................................................... 621


Procedures


About This Document
This guide is for users of HP Qfiniti Web Access version 10.2. It is intended for
readers who have completed end-user training.
Documentation Updates
Related Documentation
Conventions
HP Product References
HP Customer Support
Contact HP Autonomy
Document Revision History
Documentation Updates
The information in this document is current as of HP Qfiniti Web Access version
10.2. The content was last modified 20 August 2014.
You can retrieve the most current product documentation from the HP Knowledge
Base on the Customer Support Site.
A document in the Knowledge Base displays a version number in its name, such
as IDOL Server 10 Administration Guide. The version number applies to the
product that the document describes. The document may also have a revision
number in its name, such as IDOL Server 10 Administration Guide Revision 1.
The revision number applies to the document and indicates that there were
revisions to the document since its original release.
HP recommends that you periodically check the Knowledge Base for revisions to
documents for the products your enterprise is using.


About This Document
To access HP Autonomy documentation

1. Go to the HP Autonomy Customer Support site:
https://customers.autonomy.com
2. Select Login.
3. Type the login credentials that you were given, and then select Login.
The Customer Support Site opens.
4. Select Knowledge Base.
The Knowledge Base Search page opens.
5. Search or browse the Knowledge Base.
To search the knowledge base, in the Search box, type a search term or
phrase, and then select Search.
Documents that match the query display in a results list.
To browse the knowledge base, select one or more of the categories in the
Browse list. You can browse by:
Repository. Filters the list by Documentation produced by technical
publications, or Solutions to Technical Support cases.
Product Family. Filters the list by product suite or division. For example,
you could retrieve documents related to the iManage, IDOL, Virage or
KeyView product suites.
Product. Filters the list by product. For example, you could retrieve
documents related to IDOL Server, Virage Videologger, or KeyView Filter.
Version. Filters the list by product or component version number.
Type. Filters the list by document type. For example, you could retrieve
Guides, Help, Packages (ZIP files), or Release Notes.
Format. Filters the list by document format. For example, you could
retrieve documents in PDF or HTML format. Guides are typically provided
in both PDF and HTML format.
6. To open a document, select its title in the results list.
To download a PDF version of a guide, open the PDF version, select the
Download icon in the PDF reader, and save the PDF to another location.
To download a documentation ZIP package, select Get Documentation
Package under the document title in the results list. Alternatively, browse to
the desired ZIP package by selecting either the Packages document Type or
the ZIP document Format from the Browse list.


Autonomy welcomes your comments.
To send feedback on Autonomy documentation

send e-mail to AutonomyTPFeedback@hp.com
provide:
full document title with version and revision number
location: heading, a snippet of text or screen capture
your comments
your contact information in the event we need clarification
The following documents provide more details related Qfiniti Web Access and its
modules:
Whats New in HP Qfiniti 10 describes new features for each release. Qfiniti
Web Access is also covered.
HP Qfiniti 10 Interaction Control Element (ICE) Installation Guide
HP Qfiniti 10 Interaction Control Element (ICE) User Guide
HP Qfiniti 10 Administration Guide
HP Qfiniti 10 Configuration Guide
HP Qfiniti 10 Software Installation Guide
Autonomy Explore Installation Guide
Autonomy Explore Administration Guide
Autonomy Explore User Guide
HP Explore Cloud Administration Guide
HP Explore Cloud User Guide
HP Qfiniti 10 Workforce Portal Help, refer to the online help.


About This Document
Conventions
The following conventions are used in this document.
Notational Conventions
This document uses the following conventions.
Convention Usage
Bold User-interface elements such as a menu command or
a button. For example:
Select Cancel to halt the operation.
Italics Document titles and new terms. For example:

For more information, see the IDOL Server
Administration Guide.
An action command is a request, such as a query or
indexing instruction, sent to IDOL Server.
monospace font File names, paths, and code. For example:

The FileSystemConnector.cfg file is installed in
C:\Program Files\FileSystemConnector\.
monospace bold Data typed by the user. For example:

Type run at the command prompt.
In the User Name field, type Admin.
monospace italics Replaceable strings in file paths and code. For

example:
user UserName


Conventions
Command-Line Syntax Conventions

This document uses the following command-line syntax conventions.
Convention Usage
[ optional ] Brackets describe optional syntax. For example:
[ -create ]
| Bars indicate either | or choices. For example:

[ option1 ] | [ option2 ]
In this example, you must choose between option1
and option2.
{ required } Braces describe required syntax in which you have a

choice and that at least one choice is required. For
example:
{ [ option1 ] [ option2 ] }
In this example, you must choose option1, option2,
or both options.
required Absence of braces or brackets indicates required

syntax in which there is no choice; you must type the
required syntax element.
variable Italics specify items to be replaced by actual values. For

<variable> example:
-merge filename1
(In some documents, angle brackets are used to denote
these items.)
... Ellipses indicate repetition of the same pattern. For

example:
-merge filename1, filename2 [, filename3
... ]
where the ellipses specify, filename4, and so on.
The use of punctuationsuch as single and double quotes, commas, periods

indicates actual syntax; it is not part of the syntax definition.


About This Document
Notices
This document uses the following notices:
CAUTION A caution indicates an action can result in the loss

of data.
IMPORTANT An important note provides information that is

essential to completing a task.
NOTE A note provides information that emphasizes or

supplements important points of the main text. A note supplies
information that may apply only in special casesfor example,
memory limitations, equipment configurations, or details that
apply to specific versions of the software.
TIP A tip provides additional information that makes a task

easier or more productive.
HP Product References
This document references the following HP products:
HP Intelligent Data Operating Layer (IDOL)
HP Qfiniti Web Access
Qfiniti Interaction Control Element (ICE)
Qfiniti Workforce
HP Explore Cloud or Autonomy Explore


HP Customer Support
HP Customer Support
HP Autonomy Customer Support provides prompt and accurate support to help
you quickly and effectively resolve any issue you may encounter while using HP
products. Support services include access to the Customer Support Site for online
answers, expertise-based service by support engineers, and software
maintenance to ensure you have the most up-to-date technology.
To access the HP Autonomy Customer Support Site

go to https://customers.autonomy.com
The Customer Support Site includes:

Knowledge Base: The CSS contains an extensive library of end user
documentation, FAQs, and technical articles that is easy to navigate and
search.
Case Center: The Case Center is a central location to create, monitor, and
manage all your cases that are open with technical support.
Download Center: Products and product updates can be downloaded and
requested from the Download Center.
Resource Center: Other helpful resources appropriate for your product.
To contact HP Autonomy Customer Support by e-mail or phone, go to
http://www.autonomy.com/content/Services/Support/index.en.html
Contact HP Autonomy
You can contact HP Autonomy by e-mail at autonomyinfo@hp.com.
For office addresses, and other contact information, visit www.autonomy.com.
Document Revision History
Document
Revision Release Date Notes
0 20 August 2014 Updated content through HP Qfiniti Web Access, version 10.2.


About This Document


PART 1 Getting Started
This section is oriented to Team Members. It contains the

following chapters.
Introduction to HP Qfiniti 10
Get Started with QWA
Gain an Overview
Search Methods
Record Calls
Additional Procedures for Team Members
Part 1 Getting Started


CHAPTER 1
Introduction to HP Qfiniti 10
HP Qfiniti 10 is a workforce optimization (WFO) suite of unified products that

optimize the most expensive cost of any business: the costs associated with
people. Workforce optimization includes tools for workforce management, quality
monitoring, liability recording, coaching and eLearning, performance
management, surveying, and multichannel analytics.
WFO offers many benefits:
improving operational efficiency by tying the structured, contact-center data
such as talk time, transfers, and holds to the human communication
(unstructured content of the call) so that managers can target training and
coaching to reduce talk, holds, and transfers
driving interaction effectiveness by understanding what customers are
talking about when they interact with the contact center so that mangers can
improve the interaction by providing better products and services related to
specific call types being handled by the team members
providing improved customer service by understanding the
voice-of-the-customer along with quality monitoring
reducing the cost of ownership of systems by utilizing an integrated suite of
products that combines features and functions into a single, user interface and
by combining data into a single database
The HP Qfiniti integrated WFO solution is enterprise deployable and centrally
managed for ease of administration and operation. The unified suites of products
are modular, scalable, and facilitate the optimization of business processes.


Chapter 1 Introduction to HP Qfiniti 10
Qfiniti Web Access (QWA) simplifies remote access to this information and eases
deployment for a large number of users by offering a thin-client alternative to
access audio recordings and agent performance evaluations within the HP Qfiniti
solution suite. Qfiniti Web Access delivers a thin-client interface to leverage and
playback recordings in different locations, utilize remote employees, and share
recordings with external and internal groups. QWA supports:
remote access to call recordings and agent performance evaluations through
a web browser
advanced security to protect recordings and to comply with data security
standards
secure user access through group and individual permission settings
Qfiniti Web Access is a web-based application that can be deployed on a local
network or in an enterprise DMZ for access through the Internet. QWA requires a
one-time, small, Active-X installation to initiate playback. Deploying this interface
minimizes the hardware, IT, and administration costs, which enables the business
to more easily update and deploy the solution to a large number of users. Qfiniti
Web Access streams recordings over an IP network and delivers optimized speed
and efficiency for immediate access.
Qfiniti Web Access functionality includes:
playback of voice-only, screen-only, or synchronized voice-and-screen
recordings
access to recordings by metadata such as ANI, DNIS, date, agent, or UUData
ability to perform and manage evaluation scorecards with functionality such
as:
agent or self-evaluations
classification, recording, and coaching note attachments
sub-question branching for root cause analysis
access-controlled reporting
access to customer surveys
access to eLearning
access to analytics data
access to workforce management data
full administration of the solution suite
secure access only to authorized users


Workforce Optimization Platform
supports the use of Internet Explorer versions 911

Users can log in to Qfiniti Web Access at any time through a web browser, such
as Internet Explorer. By delivering remote functionality, QWA allows the business
to share contact center recordings, coaching notes, and agent evaluations with a
wide range of users outside of the contact center for quality monitoring, coaching
and training, and compliance. With QWA, these applications can be extended to:
remote and temporary agents or QA analysts
groups utilizing shared spaces such as labs or training rooms
external users such as QA outsourcers, legal council, or clients
enterprise departments such as sales, marketing, and executive management
Qfiniti Web Access delivers advanced security features to ensure that only
authorized users have access to sensitive data within the contact center
recordings. These features include standard HTTPS, data encryption, password
controls, strict user roles and permission settings, and optional, client-side
certificates. Qfiniti Web Access delivers additional security during playback by
streaming recordings and controlling whether they can be downloaded onto a
user's machine. This physically protects the recording from being compromised
and supports the Payment Card Industry (PCI) data security standards.
Classifications are user-defined tags that can be associated with agents,
recordings, evaluations, and surveys to aid in later retrieval.
Workforce Optimization Platform

HP Qfiniti 10 contains eight integrated modules. Each module performs a specific
task or function as shown in Table 1.
Table 1 QWA Workforce Optimization platform

Module Function
HP Explore or Autonomy Explore Multichannel analytics
Qfiniti ICE Intelligent recording and data attachment
Qfiniti Workforce Team member scheduling and forecasting
Qfiniti Optimize Desktop analytics and team member

guidance
Qfiniti Observe Interaction recording for quality and

compliance


Table 1 QWA Workforce Optimization platform (continued)

Module Function
Qfiniti Advise Team member evaluation and
performance analysis
Qfiniti Survey Integrated customer satisfaction surveys
Qfiniti Expert Online coaching and training
While the Qfiniti modules work in an integrated fashion. Customers can choose
the modules to implement now, and can add other modules as needed (see
Figures 1 and 2).
Figure 1 Qfiniti platform and module feature set


Voice and Screen Recording
Figure 2 Qfiniti system overview
Voice and Screen Recording

The Qfiniti Observe and Qfiniti Advise modules are at the heart of Qfiniti's quality
monitoring functions.
Qfiniti Observe records the team members voices and screens so these
interactions can be used to facilitate the quality assurance process.
Qfiniti Advise is the performance management module that you can use to
evaluate, stack rank, and perform gap analysis on your team member
population.


Innovative coaching tools such as, voice-file visualization, CTI, and coaching
markers (Text Markers, Evaluation Markers, and Screen Annotations) make it
easy to listen to recorded conversations and share the insights with team
members and coaches.
Evaluation plans deliver recorded content directly to supervisors or quality
assurance analysts based on analytics or other user-defined parameters to
improve the quality and effectiveness of the quality assurance process.
The Qfiniti Observe full-time recording module is the interface for any enterprise
that needs to record calls for compliance or liability mitigation. Observe supports
numerous call recording interfaces, including:
active or passive
TDM or VoIP
SIP trunks
Qfiniti is enterprise-deployed and managed using a single management interface.
Advanced security is standard and includes:
encryption of recordings
access controls that define who can do what and to whom they can do it to
audit trails show who did what and when
With the optional, Qfiniti ICE product, masking or muting customer-sensitive data
from the recordings is available.
Coaching and eLearning

The integrated Advise and Expert modules make the process of coaching and
eLearning easy. Users can create an unlimited number of scorecards from a
customer-build library of questions. They can attach any number of recordings,
scorecards, or customer surveys to an interaction to make retrieval of the items
easy as performing a single click.
The coaching tools include the ability to attach text notes, screen annotations,
bookmarks, and comments directly to recordings or to scorecards. During the
evaluation process, evaluators can assign eLearning courses directly to evaluated
team members without leaving the scorecard.


Performance Management
Performance Management
You can use the Qfiniti Advise performance management module to evaluate,
stack rank, and perform gap analysis on your team member population. It comes
with over 70 standard reports.
You can create any number of questions, performance areas (or competency
levels), and then link them into an unlimited number of evaluation forms. Features
such as root-cause questions, auto-fail, and question weighting allows users to
build evaluation forms and associated scoring that makes sense to them and their
business.
Easy-to-use reporting allows users to run ad-hoc reports as needed, and they can
schedule reports to run at user-definable time frames. They can receive reports
through e-mail in formats such as PDF, spreadsheets, or others.
Customer Surveying
The voice of the customer is an important factor in any quality monitoring or
customer survey initiative. Qfiniti Survey provides two ways to survey your
customers: through e-mail with a web based survey or through a post-call survey
using interactive voice response (IVR) technology.
For e-mail based surveys, customer lists drive the e-mail subsystem that
sends messages to each customer in the list. When customers respond to the
message by selecting the URL, they fill in the survey responses over the web.
Post-call IVR surveys are launched when the team member finishes with the
caller. Callers are invited to participle and when they accept, they are sent to
the Qfiniti Survey system to answer questions.
In either solution, the replies are linked to the team member who handled the
caller. With post-call surveys, the survey results are also linked to the call
recording, which provides drill-down to the interaction.
Both solutions are easy to manage with easy-to-change survey definition and
reporting.


Multichannel Analytics
Understanding all the data collected by Qfiniti requires an analytics platform that
can analyze both structured and unstructured human communication.
If you have listened to recordings, you know that there is a wealth of knowledge
inside them, but listening to enough recordings to draw useful insights is next to
impossible. By integrating the HP Autonomy IDOL platform with Qfinitis speech
technology, Explore unlocks the wealth of knowledge without having to listen to
call after call.
With Explore, you can drive revenue growth by identifying calls where sales
were made or by finding missed sales opportunities, along with gaining insight
into marketing and product campaigns.
By using the technology to listen to the voice of the customer, you can gain
insights to foster loyalty, to reduce churn, and to maximize customer lifetime
value.
You may be able to increase operational efficiency by shortening handling
time or by identifying repeat call drivers to reduce the call volume.
You can monitor your brand's reputation and analyze social media to detect
trends before they affect the contact center.
All of this is available with one analytics platform, Explore, integrated with the
Qfiniti 10 modules.
Desktop Analytics
The Qfiniti Optimize module:
captures user activity at the desktop to reveal how users interact with their
desktop applications
provides you with tools for measuring and reporting on user processes
Qfiniti Optimize contains two desktop analytics modules:
Optimize Monitor captures user activity at the desktop to reveal how users
interact with their desktop applications, and to provide you with the tools for
measuring and reporting on user processes.


Forecasting, Planning, and Scheduling
With Qfiniti Monitor, users can illustrate patterns of usage and peaks by time
of day (by application or screen within an application), including user login/
logout, and workstation locks. Users can apply compliance templates over the
application usage report to show adherence to goals and objectives in an
easy-to-read and easy-to-analyze, single-screen view.
Optimize Workflow and Guidance allows you to map user activity to
workflows and tasks as to:
identify knowledge gaps and training opportunities
improve the customer experience and operational efficiency
better manage IT resources and spending
You can gather workflow information across the entire workforce for
aggregated reporting, or filter to review information by group, team or region,
or even drill down into individual user performance.
You can also monitor individual processes such as order entry or call wrap-up
to identify opportunities for automation, or track processes that relate to key
performance indicators (KPIs) or business metrics, such as sales promotion
success or average handling time (AHT) in the contact center.
Desktop automation enables users to rapidly automate tasks and workflows
without accessing or modifying the underlying source code in your existing
applications, including automation of manual and repetitive tasks and
providing contextual or process guidance.
Forecasting, Planning, and Scheduling

Qfiniti Workforce, the multi-skilled forecasting and scheduling module, makes
quick work of staff scheduling and forecasting tasks. It delivers a flexible, what-if
analysis tool for staff planning that allows you to accurately model a wide variety
of industries and customer behaviors along with anticipated employee absences.
Qfiniti Workforce is an empowerment tool that facilitates seamless communication
throughout the contact center staff to enable rapid generation of, receipt,
processing, and communication of schedule changes, which make for an agile
workforce that readily responds to the dynamics of the day.
Similar to contact volume, team member exceptions can vary by the time of day
and by the day of the week. For instance, more team members call in sick on the
Monday early shift than on the Tuesday afternoon shift. Qfiniti Workforce tracks
those exceptions and enables the contact center to build that overhead into the
staff planning process.


After you model the demand, Qfiniti Workforce can accurately determine the
required headcount by interval using the traditional, single-skilled, Erlang C math,
and the HP proprietary multi-skilled algorithm. Then Qfiniti Workforce displays the
efficiency associated with the cross-trained team members in multi-skilled contact
centers. This allows you to analyze what-if scenarios with the skill mix of your
team members.
The Qfiniti Workforce Intraday Performance Reports measure the
forecast-to-actual volume and present the variance to let you know how your
contact center is tracking for the day. Qfiniti Workforce then automatically
reforecasts the balance of the day based on the day's trend, and then calculates a
new net line.
Qfiniti Workforce delivers three views of adherence and provides the option to
include the team members photos. This helps to personalize the connection with
your team members. Pop-up windows remind team members of upcoming
scheduled events such as breaks, meals, eLearning sessions, and meetings to
keep them on track and in adherence using user-definable thresholds and grace
periods.


CHAPTER 2
Get Started with QWA

The major topics in this chapter are:
Log in to Qfiniti Web Access
Navigate through Qfiniti Web Access
Global Features are Everywhere
Log out of Qfiniti Web Access
Browser


Chapter 2 Get Started with QWA
Prerequisites
An HP Qfiniti 10 module license must be installed for:
HP Qfiniti 10 Observe to see the Observe system Status, Team
Recording Schedule Status, and Global Recording Schedule
Status panels
HP Qfiniti 10 Advise to see the Last 10 Scorecards and Quality
Question Summary panels
HP Qfiniti 10 Expert to see the My Courses panel
HP Qfiniti 10 Survey to see the My Surveys and Team Surveys
panels
Internet Explorer versions 8 through 20 are supported. HP

recommends using either Internet Explorer 9 or 10. Other browsers
may not work effectively with QWA.
Team members must have the Overview permissions for the tabs and
panels as discussed in Roles on page 175.
Permissions control access to the tabs and the capability to:
view tabs
print
send a screen copy by e-mail
view or configure individual panels.
Permissions control access to the panels on the Overview tab.

Users must successfully log in to obtain access to the Web Access application
program. You can log in with Windows Authentication or Qfiniti Authentication,
depending on how the system is set up.
Windows authentication. Team members are automatically logged in when
Windows validates their credentials (user name and password). The Windows
login method uses an existing Windows account, which is included as part of
the user definition, to authenticate a team member. This allows Qfiniti to
automatically log in members.
Qfiniti authentication. Team members must enter their Qfiniti login ID and
password to log in. The Qfiniti login method uses an exclusive login ID and
password to authenticate the member.


NOTE Most companies use a mixture of Windows and

Qfiniti authentication. Some team members use Windows
authentication and some use Qfiniti authentication,
depending on their roles.
Qfiniti Authentication
Change Your Password
Qfiniti Authentication
Qfiniti authentication gives greater control over access to Qfiniti than Windows
authentication does. With Qfiniti authentication, you can manage Qfiniti security,
including access to team member recordings and If you need to access different
evaluations.
Qfiniti platforms, just access a different URL.
To log in to Qfiniti Web Access

1. Access the QWA Login web page by typing the Web Access URL in the
address line of the web browser. For example:
http://server_name/QWA
or, if your site uses SSL, use:
https://server_name/QWA
The Secure Login page opens (see Figure 3).
Figure 3 Secure Login page
2. Type your Login ID and Password in the text boxes.

The password entry is masked as you type.


NOTE The password is case-sensitive.
3. Either select Login or press ENTER.

Qfiniti Web Access opens (see Figure 4).
Figure 4 Recordings page
Change
Password
Quick Find
Change Your Password

You may be required to change your password after you first log in. Later, you can
change it at will by following this procedure.
NOTE Administrators, if you are just starting to use Qfiniti

Web Access, see Gain an Overview on page 109 and
Organize Teams on page 169 to set it up after you log in.
If you do not refresh or request a page within 40 minutes, the
session ends, and you must log in again.
To change your password

1. Select Change Password on the header (see Figure 4).
The Change Password dialog box opens (see Figure 5).


Figure 5 Change Password dialog box
2. Type your current password in the Original Password text box.
NOTE All passwords are case sensitive.
3. Type the new password in the New Password text box.

4. Type the same new password in the Confirm New Password text box.
5. Select Save, or press ENTER.
Your account is updated to use the new password.

This section provides a brief overview of QWA features and their locations.
NOTE Since the QWA modules are licensed, you may

see fewer tabs than shown in the following figures.
The topics in this section are:

Header
Overview Tab
Teams Tab


Recordings Tab
Evaluations Tab
Evaluations Plans
Reports Tab
Learning Tab
Surveys Tab
ICE Tab
Workforce Tab
Administer Tab
Header
The header, at the top of the Qfiniti Web Access window, has buttons that let you
Log Out of Web Access, Change Password, and access online Help (see Figure
6). It is always available when you are logged in to QWA.
Figure 6 Header
The feature tabs appear across the top with drop-down menus containing the
feature commands. If the window is too narrow to display the icons and the
names, just the icons appear.
Hover the mouse pointer over the Help icon to display the database version, and
the date it was installed or last upgraded.
The following icons open Qfiniti modules in a new window.
ICE
Explore
Optimize
Workforce opens the Qfiniti Workforce Portal
A breadcrumb trail on the lower-left side of the header shows the navigation path
you took to get to your present location, such as: Recordings > Recordings > All
Recording Files.
It is a navigational aid that allows you to keep track of your location within
Qfiniti.


Further, you can select any of the links in the breadcrumb trail to navigate
back to that location.
The term comes from the trail of bread crumbs left by Hansel and Gretel in the
fairy tale.
Overview Tab
The Overview tab shows a configurable dashboard in the work space that reports
the status of key items related to your role (see Figure 7).
Figure 7 My Overview
Configure
the Content
Panel
Selector
Select the Overview tab, and then select from the following options:
My Overview
Team Overview
System Overview
Access to the various Overview tab and panels is based on the licenses and the
permissions assigned to your role. With the appropriate licenses and permissions,
you can:
add or remove panels in the current view of the tab


rearrange the panels (within the tabs display area)

configure the panel options (although some panels do not have configurable
attributes)
NOTE Administrators can set Qfiniti Web Access

permissions in the QWA > Teams tab > Roles.
My Overview
Select My Overview on the Overview tab to show the following panels (see
Figure 7).
My Courses shows the eLearning courses currently assigned to you.
Quality Question Summary shows your three lowest and three highest
scoring evaluation questions averaged over a period of days.
My Surveys shows week to date results of completed surveys about you.
Last 10 Scorecard (completed evaluations) displays the 10 most recently
completed surveys for the current team member.
What Evaluations to be Completed shows the evaluations assigned to you
to complete.


Team Overview
If you are a supervisor, select Team Overview on the Overview tab to show the
following information for your team (see Figure 8).
Figure 8 Team Overview
Quality Question Summary shows highest scoring questions averaged over

a period of days by team.
My Teams Surveys shows week to date results of completed surveys for a
team.
Last 10 Scorecards (evaluations) shows the 10 most recently completed
evaluations for a team with an average score and a goal score.
What Evaluations to Complete shows assigned evaluations that your team
needs to complete.


System Overview
If you are a supervisor, select System Overview on the Overview tab to show the
following information for your system (see Figure 9).
Figure 9 System Overview
Product License Status shows the status of the licensed products (used and
total licenses by HP Qfiniti 10 module).
Team Member Schedules shows the status of active team member recording
schedules for the scheduled interval.
Global Schedules shows the status of active global recording schedules for
the scheduled interval.
Observe System Status shows the status of all the active HP Qfiniti 10
Observe recording systems.
Related Topics
Gain an Overview on page 109
Teams Tab
The Teams tab shows the following views that you can select from its menu:
Organization View
Roles View


Team Classifications View

View Team Member Imports
Access Groups View
Alerts View
Organization View
The Organization view shows team members and their organization within teams.
Related Topics
Organize Teams on page 169
Roles View
The Roles view shows roles that can be assigned to team members. Each role
contains permissions that control access to features.
To see a view of the roles

1. Select Roles on the Teams tab (see Figure 10).
Figure 10 Roles view
2. Select a view in the Views list or the Organization list.


Team Classifications View

A team member classification is a retrieval aid that you can apply to team
members. For example, you may want to classify team members by shift times so
that you can find them by shift times. You can think of this classification as an
additional team member attribute.
To view the team member classifications

1. Select Classifications on the Teams tab (see Figure 11).
Figure 11 Classifications view
View Team Member Imports

HP Qfiniti 10 can import teams and team member definitions from third-party
systems such as ACDs, CRM systems, or other systems where agent-definition
information lives. Importing teams and team members reduces the time required
to build and maintain the Qfiniti organization structure and the members
associated with it.
To view the team member imports

select Team Member Imports on the Teams tab, and then select All Team
Member Imports.
The imported team members appear in the work area (see Figure 12).


Figure 12 Team Member Imports view
Access Groups View

An access group assigns recording filters to team members and teams to restrict
access to certain recordings.
To open the Access Groups view

1. Select Access Groups on the Teams tab (see Figure 13).
Figure 13 Access Groups view of teams
2. Select a view in the Views list to see a list of access groups. The Access
Groups work space provides the following standard buttons.
New opens a new Definition page for recordings or an access group.
Open displays the details.
Alternatively, double-click a record to open it.
Delete erases the currently selected item (scorecard or access group).
There is no confirmation message.
Related Topics
Organize Teams on page 169


Alerts View
Alerts inform subscribers when certain events occur in evaluations or surveys.
You may need to take action on an alert based on the message it contains.
Subscribers may be team members, supervisors, or others.
To open the Alerts view

1. Select Alerts on the Teams tab (see Figure 14).
Figure 14 Alerts view

All Alerts
My Alerts
Recordings Tab
Qfiniti Observe produces recordings of calls. From the Recordings tab, you can
access:
Recordings
Media Player
WFM Imports
Recording Schedules
Recording Classifications
Agent Activity
Recording Archives
Recording Archive Folders
Autoclassify Recordings
Aging Recordings


Recordings
You can sort and play recordings from the Recordings list.
To see a list of recordings

1. Select Recordings on the Recordings tab (see Figure 4 on page 64).
2. Select a view in the Views list to see a list of recordings.
The left panel displays the Views selector that lists predefined, standard
Views, and user-defined, dynamic Views. When you select a view, the
recordings that meet the views criteria appear in the recordings list (in the
right pane). From the Views list, you can open and create views.
NOTE In any view list, you can select one or more rows and
copy the contents to use in a text document. Select the rows,
then right-click and select Copy to clipboard.
Alternatively, after selecting the rows you can press the shortcut
keys, CTRL+C to copy the selected rows. Then either press
CTRL+P or select Edit > Paste (or the menu equivalent) to
paste the text in an application program.
To select continuous rows, select the top row you want, hold
down SHIFT, and then select the bottom row you want. The
order of selection does not matter.
To either select or clear individual rows, hold down CTRL and
select the individual rows.
The Recordings view contains the following standard buttons.

Play opens and plays the currently selected recordings in the Media
Player.
Add to Play List queues the selected recordings for playback in the
Media Player.
Open Player opens the Media Player.
Classify opens the Classify Recordings dialog box, where you can select
one or more classifications to apply to selected recordings to aid later
retrieval.
Assign to Evaluation Plan creates a new evaluation plan assignment
using the selected recordings.
Delete removes the selected recordings.


Media Player
When you select one or more recordings from the recordings list, and then select
either Play or Add to playlist, Web Access loads the first selected recording into
the Media Player window (see Figure 15). The remaining recordings are added to
the Play List. From here, you can play recordings, and navigate recordings by
selecting Next 15 seconds or Previous 15 seconds, or by moving the time line
index.
Figure 15 Media Player
You can save the play list for use the next time you open the Media Player by
selecting Save Playlist.
Related Topics
Work with Recordings on page 245
Use the Media Player Controls on page 270


WFM Imports
You can set up a schedule to import team members into Qfiniti from third-party
repositories.
Recording Schedules
Rather than randomly recording calls, Qfiniti Web Access uses recording
schedules to automate the process of recording calls by defining the times to
record calls. Recording schedules also let you define specific criteria that trigger
the recordings, such as the phone number of the incoming call (ANI), the number
dialed by the customer (DNIS), call data, or UUData.
A recording classification is a retrieval aid that you can apply to recordings. The
Recording Classifications view displays available classifications (see Figure 16).
Figure 16 Recording Classifications
Related Topics
Classify Recordings on page 280
Agent Activity
The Agent Activity viewer allows you to see, based on the system and team
selected, a list of Qfiniti team members that are logged into the ACD or desktop.
The list also shows whether a team member is currently being recorded.
Voice Next Call or Voice-and-Screen Next Call waits for the next new call
to start before a live monitor or record session starts, and stays connected
until that call ends. This type of session lasts for one call.
Voice Camp-On Agent or Voice-and-Screen Camp-On Agent immediately
starts live monitoring or recording and stays connected until you manually
disconnect. This session can span multiple calls.


NOTE Voice or Voice & Screen: both of these options only

allow you to record or monitor the call the agent is already
on (an in-progress call). The session ends when the team
member's call ends.
Screen (only). As long as the team member is logged on to
the desktop, screen recording can start at any time. The
recording or monitor session ends when you manually end
it.
From the Recordings tab, you can monitor or record agent activity from the Agent
Activity page (see Figure 17).
Figure 17 Agent Activity
Record Agent Activity
To record agent activity

1. Select Recordings > Agent Activity, and then select a system in the Views
list.
2. Select a team in the Teams list.
The View List displays team members and information on their status: Activity,
Voice Login State, Workstation Login State, Voice Session State, Screen
Session State, Call State, and any System Classification.


3. Select a team member, select Record, and then select either:

Voice
Screen
Voice and Screen
Alternatively, you can right-click the team member, and select one of the
Record options.
4. To stop recording, select Stop Record.
Alternatively, you can right-click the team member, and select Stop Record.
Monitor Agent Activity
To monitor agent activity

1. Select Recordings > Agent Activity, and then select a system in the Views
list.
The View List displays team members and information on their status: Activity,
Voice Login State, Workstation Login State, Voice Session State, Screen
Session State, Call State, and any System Classification.
3. Select a team member, select Monitor, and then select either:
Voice
Screen
Voice and Screen
Alternatively, you can right-click the team member, and select one of the
Monitor options.
4. To stop recording, select Stop Monitor.
Alternatively, you can right-click the team member, and select Stop Monitor.
Multi-System Agent Viewer

On logging systems where a team member can be recorded by more than one
Observe system, the multi-system agent viewer allows you to view agents based
on Teams, regardless of which Observe system does the recording.
To observe a team member where more than one Observe system can
record
1. On the Agent Activity page, select All Logger Systems in the Views list.


The View List displays team members and information on their status. Team
members who can be recorded by more than one logger appear with one line
per logger.
Related Topics
Recording Schedules on page 222 for the Multi-System Logging option.
Recording Archives
To free disk space on the recording servers, you can archive recordings to use at
a later date. You can use the Recording Archives feature to set up an archive
schedule.
Recording Archive Folders

In the Archive Folders feature, you can manage or relocate archive folders. An
archive folder is established when you set up a Recording Archive schedule.
The autoclassify feature can automatically apply one or more classifications to
recordings based on filter criteria.
Aging Recordings
The Aging Recordings feature deletes recordings older than a certain age
according to a schedule you can create. This frees disk space for current
recordings.
A best practice is to have an aging schedule run at some time after an archive
schedule runs.
Evaluations Tab
Scorecards are completed evaluations of recordings for team members. The
basis of a scorecard is a template called an evaluation form.
Evaluation forms contain one or more performance areas, that contain one or
more questions for an evaluator to respond to about a recording.
Each question can be used in more than one evaluation form.
From the Evaluations tab, you can access:
Scorecards
Evaluation Forms
Performance Areas


Evaluation Questions
Evaluation Classifications
Web Surveys
Evaluation Aging Schedules
Evaluations Plans
Scorecards
Scorecards are completed evaluations of recordings for team members.
To view completed evaluation scorecards

1. Select Scorecards on the Evaluations tab (see Figure 18).
Figure 18 Scorecards view
2. Select a view either in the Views list or the Organization list.

3. Select one or more evaluation scorecards, and then select (either from the
buttons or from the shortcut menu):
New creates a new scorecard for a selected team member. First, select a
team member from the Organization tree.


NOTE For a scorecard to be opened, the team

member must be licensed for Advise, otherwise, you will
receive an error.
Open and view responses to questions in a scorecard. First, select an

evaluation from the view list.
Classify opens the Classify Scorecards dialog box, where you can apply
one or more classifications to aid later retrieval.
Report produces an Evaluation Scorecard report. This option functions
exactly the same as when users perform evaluations and when finished,
they select the Report button.
Expert to assign a course to the selected team member.
Delete to remove the scorecard. A confirmation message opens.
Copy to clipboard is only available from the shortcut menu by
right-clicking an entry.
Related Topics
Perform Evaluations with Scorecards on page 385
Evaluation Forms
Evaluation forms are the templates used to create evaluation scorecards on team
members. An evaluation form contains performance areas (that contain
questions), classifications, scoring options, team access limitations, and
optionally, an expiration date. The form may also require the observed team
member to acknowledge receipt of an evaluation. Evaluation forms must be in a
Published state to be available for use by evaluators.
To view evaluation forms

1. Select Evaluation Forms from the Evaluations tab.
2. Select a view from the Views list (see Figure 19).
Figure 19 Evaluation Forms


Performance Areas
Evaluation forms contain one or more performance areas that include one or more
questions.
To view performance areas

1. Select Performance Areas from the Evaluations tab.
Figure 20 Performance Areas
Evaluation Questions
Questions can be used in more than one evaluation form.
To view questions
1. Select Questions from the Evaluations tab.
Figure 21 Questions


An evaluation classification is a retrieval aid that evaluators and administrators
can apply to completed scorecards. The Evaluation Classifications view displays
the available classifications.
To view evaluation classifications

1. Select Evaluation Classifications from the Evaluations tab.
Figure 22 Evaluation Classifications
3. Select a classification, and then select Open.
Related Topics
Perform Evaluations with Scorecards on page 385
Web Surveys
From the Web Surveys page, you can create surveys to use over the Internet (see
Figure 23). Surveys must be in a Published state to be used.
Figure 23 Web Surveys



To free more space on your drives, an administrator can set up aging schedules to
remove evaluation scorecards that are not actively used.
To view evaluation aging schedules

1. Select Aging on the Evaluations tab (see Figure 24).
Figure 24 Evaluation Aging Schedules
Evaluations Plans
From Evaluation Plans on the Evaluations tab, you can access:
Schedules
Assignments
Plan Summary
My Summary
Schedules
The creation of an evaluation plan starts with a schedule that includes a range of
dates within which to run, a number of cycles, selection of evaluators, teams, and
team members, criterion filters, and an evaluation form.
To see a list of Evaluation Plan Schedules

1. Select Evaluation Plans > Schedules on the Evaluations tab.
2. Select a view from the Views list.
Evaluation plans appear in the work space (see Figure 25).


Figure 25 Evaluation Plan Schedules
Related Topics
Work with Evaluation Plans on page 351
Assignments
Evaluation plans contain assignments of recordings (on team members) to
evaluators for evaluation. From the Assignments page, you can change the
priority of assignments, the evaluator, and set up calibration calls.
In a calibration call, several evaluators receive the same recording to evaluate.
They do not know that it is for the purpose of calibration. Administrators can then
compare how close evaluator ratings are on the same recording.
To see a list of evaluation plan assignments

1. Select Evaluation Plans > Assignments on the Evaluations tab.
Assignments appear in the work space (see Figure 26).
Figure 26 Assignments


Plan Summary
The Plan Summary is available to administrators. To see a summary list of
evaluation plans, select Evaluation Plans > Plan Summary on the Evaluations
tab (see Figure 27).
Figure 27 Plan Summary
My Summary
The My Summary page is available to individual evaluators. To see a list of your
evaluation assignments, select Evaluation Plans > My Summary on the
Evaluations tab (see Figure 28). A progress bar tracks assignments to
completion.
Figure 28 My Summary


Reports Tab
From the Reports tab, administrators can access:
Report Snapshots View
Report Schedules View
Report Snapshots View

The Report Snapshots view shows the available reports related to the various
Qfiniti modules. The snapshots you see depend on which permissions your role
has and which modules are licensed.
To see a list of reports

1. Select Report Snapshots on the Reports tab.
2. Select a node in the Reports view list, and then select the name of the set of
reports to view, such as Evaluation Scorecards.
The list opens in the work space (see Figure 29).
Figure 29 Report Snapshots View


Report Schedules View

The Report Schedules view shows a list of schedules used to generate snapshot
reports.
To see a list of report schedules

1. Select Report Schedules on the Reports tab.
2. Select a node in the Reports view list, and then select the name of schedule
to view, such as Evaluation Scorecards.
The Report Schedules View shows a list of report schedules (see Figure 30).
You can create new report schedules.
Figure 30 Report Schedules View
Related Topics
Schedule and View Reports on page 547
Learning Tab
From the Learning tab, you can access:
Published Courses
Course Assignments
Courses


Published Courses
To see a list of courses

1. Select Publish on the Learning tab (see Figure 31).
Figure 31 Published Courses
2. Select a view.
The course names appear in the work space. A column shows whether the
course is Published (available for assignment and use), its title, location, when
it was created, and when it is available until. The table also shows how many
team members are currently assigned to each course, and if the course is
SCORM Conformant, its version number.
Course Assignments
Evaluators make course assignments to team members from within an evaluation
scorecard. The Assignments page shows the assignment details.
To see a list of course assignments

1. Select Assignments on the Learning tab (see Figure 32).


Figure 32 Course Assignments
2. Select a view of a team or a team member in the Views list or the

Organization list.
The displayed details include the course title, team member name, team,
priority, and assignment and expiration dates, and other details.
Courses
Evaluators can assign courses to team members based on evaluation scorecards.
A list of your assigned courses is available from the My Courses view.
To see a list of learning courses

1. Select Courses on the Learning tab (see Figure 33).
Figure 33 Learning Courses

The My Courses view shows courses assigned to you.
3. Select the name of the course you want to start.
4. Select Learn.


The course opens in a new window.

5. When you finish the course, select it, and then select Complete.
Related Topics
Learn from Courses on page 417
Surveys Tab
Refer to Use Qfiniti Survey in the HP Qfiniti 10 User Guide for information on
how to create and deploy customer surveys.
From the Surveys tab, you can access:
Completed Surveys
Triggers
Templates
Questions
Survey Classifications
Survey Archives
Aging Surveys
Completed Surveys
To see a list of completed surveys

1. Select Completed Surveys on the Surveys tab.
2. In the Views list, select the node for a set of surveys.
The work space shows a list of the surveys (see Figure 34).
Figure 34 Completed Surveys View


3. Select a survey, and then select either Open, Classify, or Delete.
Related Topics
Use Completed Surveys on page 485
Use Surveys on page 439 for information on creating surveys.
Triggers
Triggers issue a survey invitation to customers. Many options control how and
when the invitation is sent.
To see a list of completed surveys

1. Select Triggers on the Surveys tab.
2. In the Views list, select the node for a set of triggers.
The work space shows a list of the survey triggers in that view (see Figure 35).
Figure 35 Survey Triggers
Templates
Survey templates are the basis of content that customers receive. In addition to a
name, a survey template contains greeting text, closing text, and questions.
To see a list of survey templates

1. Select Templates on the Surveys tab.
2. In the Views list, select the node for a set of templates (see Figure 36).


Figure 36 Survey Templates
Questions
On the Survey Questions page, you can view a list of survey questions, create
new questions, or delete questions. The questions are used in survey templates.
Answer types are: Yes/No, quantitative (010), multiple choice (010), or voice
message. Answers to questions can send an alert (call transfer or e-mail
message) based on the response.
To see a list of survey questions

1. Select Questions on the Surveys tab.
2. In the Views list, select the node for a set of survey questions (see Figure 37).
Figure 37 Survey Questions


A survey classification is a retrieval aid that evaluators and administrators can
apply to completed scorecards. The Classifications view displays the available
classifications. You can create new survey classifications, or view existing
classifications, or delete classifications here.
To see a list of survey classifications

1. Select Classifications on the Surveys tab.
2. In the Views list, select a set of classifications (see Figure 38).
Figure 38 Survey Classifications
Survey Archives
To retain surveys that are not in active use, you can set up a schedule to automate
archiving surveys older than a specified age. This can help you to free disk space
for active surveys (see Figure 39).
Figure 39 Survey Archives


Aging Surveys
To remove older surveys, you can set up an aging schedule to automatically
remove surveys older than a specified age (see Figure 40).
Figure 40 Aging Surveys
A best practice is to archive surveys (with an archive schedule) before you delete
them from active disk space with a survey aging schedule.
Explore Tab
Todays customers regularly engage in online behavior. It can be challenging to
understand the collection of those interactions and to act on them, especially
when they occur across multiple channels. HP Explore consolidates all customer
behavior, whether direct or indirect, structured or unstructured to identify patterns.
Explore delivers valuable customer insights across all channels: web, mobile,
social media, e-mail, contact center, database, and storefront.
Social media analytics: aggregates data from hundreds of social media data
sources to automatically identify emerging trends and prevailing sentiments to
take action on.
Voice of the customer: provides insights from data across every customer
touch point, beyond surveys and focus groups, to include real-time call center
recordings, web activities, and social media chatter.
Customer feedback analytics: allows you to understand the comments in
survey verbatims and other direct feedback, and sort them by concepts.
Clickstream analytics: Allows you to see visitor behavioral analytics beyond
the simple click counts and other predetermined success measures.
Speech analytics: automatically organizes and understands customer
conversations so that you can take advantage of the rich insights in phone
conversations.
HP Explore allows you to identify and prioritize concepts within a piece of
information, to bring meaningful and comprehensive intelligence to enhance the
efficiency of critical operations and the effectiveness of crucial decisions.


Related Topics
Explore on page 573

HP Explore User Guide
ICE Tab
HP Qfiniti 10 Interaction Control Element (ICE) is a real-time compliance
application program for administrators to use for information risk management. Its
policies monitor desktop and web-based user interactions for legal risks and
privacy violations. ICE works with Qfiniti, Qfiniti Web Access, and third-party,
desktop-application programs to trigger actions based on user interactions.
Applications
An administrator first captures application screens of interest. ICE automatically
identifies any controls on the screen (see Figure 41).
Figure 41 ICE Applications
Policies
The administrator builds a policy, consisting of an application screen, one or more
rules that function as a trigger, and one or more ICE actions to perform when the
rules are met (see Figure 42).


Figure 42 ICE Policies page
Teams
In the ICE Teams page, the administrator assigns policies to teams and sets up
the precedence order (see Figure 43).
Figure 43 ICE Teams page
Optimize Tab
Qfiniti Optimize is a new product in version 10 that contains two licensed modules.
Qfiniti Optimize Monitor captures user activity at the desktop to reveal how
users interact with their desktop applications, and provides you with tools for
measuring and reporting on user processes.


With Qfiniti Monitor, users can illustrate use patterns and peaks by time of day
(by application or screen within an application), including user login/logout,
and workstation locks. Users can apply compliance templates over the
application usage report to show adherence to goals and objectives in an
easy-to-read and easy-to-analyze, single-screen view.
Monitor requires a license for it, as well as a license for Workflow.
Qfiniti Optimize Workflow and Guidance builds on the Monitor functions to
follow complex workflows that team members might perform. Then, it looks for
ways to optimize that work flow.
Workflow and Guidance allows you to:
map user activity to workflows and tasks to identify knowledge gaps and
training opportunities
improve the customer experience
improve operational efficiency
better manage IT resources and spending
Workforce Tab
Qfiniti Workforce is an application program used to schedule contact-center team
members according to anticipated demand, skill sets, availability, and so forth.
From the QWA Workforce tab, you can access:
HP Qfiniti 10 Workforce Portal
User Synchronization Plans
HP Qfiniti 10 Workforce Portal

The HP Qfiniti 10 Workforce Portal page provides the way to log in to HP Qfiniti 10
Workforce.
User Synchronization Plans

The user synchronization plans are of two types:
Export user records from HP Qfiniti 10 Desktop to QWA exports the users
from Qfiniti to the Qfiniti Workforce system. This option is used if Qfiniti
Workforce is added to an existing Qfiniti system (any one of the other eight
modules).
Import user records from QWA to HP Qfiniti 10 Desktop imports users
from Qfiniti Workforce into Qfiniti. This option is used if Qfiniti (any of the other
eight modules) is added on top of Qfiniti Workforce.


Figure 44 User Synchronization Plans
Related Topics
Qfiniti Workforce Management on page 577
Administer Tab
Administrators use the Administer tab to view and to adjust the settings for HP
Qfiniti 10 Advise, Licenses for HP Qfiniti 10 modules, HP Qfiniti 10 Workforce, and
QWA.
Advise Settings
The Qfiniti Advise module deals with evaluations. Configuring its settings is a
prerequisite to using evaluations.
Alarm Settings
Administrators use the Alarm Settings page to view and to adjust the settings for
various alarms.
Configuring the alarm settings is a prerequisite to them.
Explore System Settings

Administrators use the Explore Systems Settings page to view and to adjust the
settings for the Explore system.
Configuring the Explore system is a prerequisite to using it.
Ingestion Settings
The ingestion settings identify locations for the IDOL server and transcription
servers to use.


License Settings
HP Qfiniti modules are licensed for use. Before using them, you enter the license
information in the License Setting page of Administer Settings.
Observe Settings
Qfiniti Observe is the recording module of QWA. The administrator must configure
alias types and several recording options.
Platform Settings
The platform settings control system-wide attributes.
Qfiniti Workforce Settings

Configuring the settings for Qfiniti Workforce is a prerequisite to using it.
Web Access Settings

Configuring the settings for Qfiniti Web Access is a prerequisite to using it.
Qfiniti Workforce Settings

Workforce settings affect importing and exporting team members.
Web Access Settings

Web Access Settings determine which recordings appear in QWA, conversion of
recordings, web settings, and identify application URLs.
Related Topics
QWA Configuration on page 601

Web Access has global features that are available to all team members.
The following features are available throughout QWA.
Notifications Icon
Views
Quick Find
Online Help


Spelling Checker
Notifications Icon
The first time you log into Web Access after a course assignment is made, you
can see a Notification icon with the number of the new notifications next to the
logo in the upper-left corner of QWA.
The Notification button (white i within a white circle) appears at the top left of
the Web Access window with a number beside it when you have notifications,
such as notifications for new course assignments (see Figure 45). When a team
member is assigned training, the user can notify the agent through this
notification.
Figure 45 Notification button
To see your notification messages

1. Select Notification to see the messages (see Figure 46).
Figure 46 Notifications dialog box
2. Select Close to acknowledge the notification and close the dialog box.
3. You can filter the panel columns by selecting one of the buttons at the bottom
of the My Courses panel: Expiration, Incomplete, or High Priority.


NOTE If no courses are assigned, a message states that no

data is available.
Course Name shows the name of each course.

Priority shows Low, Medium, and High priority for each course.
Type shows how the course was assigned:
Scorecard. The course was assigned from an evaluation scorecard
when a supervisor performed an evaluation.
Manual. The course was assigned from Learning > Assignments.
Assigned Until is the expiration date of the assigned courses. Courses
are removed from the list when this date passes.
Completed shows the completion status of each course (Yes/No).
The notifications for course assignments are deleted and do not appear again.
Any available courses appear on the My Courses overview panel (see My
Overview Page on page 110).
Views
The selected dynamic view, basic view, or organization item (team or team
member) determines what information appears in the following view tabs.
View List displays a list of items that apply to the item selected in the View
Selector or Organization Selector.
Detail Work Space displays detailed information for the selected item.


View List
The Views list contains items that apply to the item selected in the Views selector
or Organization selector (see Figure 47).
Figure 47 View List
From this page, you can open or delete an item, perform a Quick Find to locate
specific items in a long list, and (with the correct permissions) create a new item,
such as team, team member, or role.
When the View List displays recordings, you can play the recordings, add them to
the Play List, and add them to smart views as training recordings.
Sort the Rows. To sort the rows in ascending or descending order, select the
desired column heading. For example, to sort the rows by last name in ascending
order (from AZ), select the Last Name column heading. The up-arrow glyph next
to the heading indicates that the rows are in descending order. A down-arrow
glyph indicates that the rows are in ascending order.
Move the Columns. To move a column to another position, drag the column
heading to the desired position. The bottom of the View List shows the following
information.
Items shows the number of items in the list, including items on pages that are
not in view.
X of Y Selected shows the number of selected items.
Page Number. The current page and the total number of pages appear. To
display the previous or next page, select the left or right arrow next to the
label.
Group by Columns. To group the rows by a column, right-click a column and
select Group By. The rows are separated by the selections available in the
column.


Detail Work Space

The Detail work space lets you create, view, and edit details for an item, such as a
team, team member, or role. The Detail work space contains the following
sections.
Category List contains groups of related attributes for the module, such as
general information, team access (multitenant support), and team
membership. When you select an item from this list, attributes for the selected
item appear to the right of the list in the detail sections.
Details contain attributes for the selected item in the Category List. Required
attributes are identified by an asterisk (*).
Quick Find
Using the Quick Find text box allows you to scan through the current result list to
find text that you type into the Quick Find box. The Quick Find box is at the bottom
of the View list (see Figure 4 on page 64).
For example, by typing CPR into Qfiniti Find, the list is reduced to the records in
the view list that just contain CPR in any column that is currently displayed.
Related Topics
Quick Find on page 123
Online Help
QWA has online help that describes how to use its features.
The online help for Qfiniti Workforce is contained within that module.
To open the QWA Help PDF file

1. Select Help on the QWA header (see Figure 6 on page 66).
The Qfiniti Web Access User Guide opens.
2. Either select a topic in the left panel, or type text in the Find text box and then
press ENTER.
To quickly navigate to the corresponding page, select a heading in the
table of Contents or a caption in the lists of Figures or Procedures.
Likewise, select the blue text in a bulleted list to go to the topic.
Recent versions of the Adobe Reader1 support the use of the Back
(ALT+LEFT ARROW) and Forward (ALT+RIGHT ARROW) shortcut keys.
In the Index, select a page number to go to that page.
1. You can download a free version at www.Adobe.com/downloads.html.


Spelling Checker
Everywhere that you can type free-form text has a Spell Check button
so that you can verify and correct spelling for text fields such as descriptions or
notes. When you select one of the text fields and select Spell Check, the Spell
Check dialog box opens if errors are found (see Figure 48).
NOTE While the spelling checker can verify spelling in

multiple languages, you can only use one language at a
time.
Figure 48 Spell Check dialog box
NOTE If you cannot use Spell Check, contact your system

administrator to ensure that the language dictionaries are
correctly installed on your local computer.
The Spell Check dialog box contains the following controls.

During a spelling check, the text being checked appears in the upper-left text
box.
Change To. Either type the correction in this text box or select from the
Suggestions list.
Suggestions. Suggested correct spellings from the active dictionaries appear
in this list. Select a word to use.


Select one of the buttons to complete the present action.

Ignore Once skips the currently selected word for this occurrence; you
receive a prompt to change future occurrences.
Ignore All skips all occurrences of the selected words. Select this option for
correctly spelled words that occur frequently. (As an alternative, add correctly
spelled words to the dictionary.)
Add to Dictionary adds the currently selected word to your personal
dictionary. The word will not be considered as misspelled in future spell
checks.
Change changes the currently selected word to the selected word in the
Change To text box or the Suggestions list. You must select a word in the
Suggestions list to use this option.
Change All changes all occurrences of the currently selected word to the
selected word in the Suggestions list. You must select a word in the
Suggestions list to use this option.
Undo becomes available after you make a change.
Cancel closes the dialog box without saving any changes.
NOTE You can change the text in the Not in Dictionary

text box or in the Check Text text box.
The Spell Check dialog closes when there are no errors.

To log out of Qfiniti Web Access
select Logout user_name on the Qfiniti Web Access header (see Figure 6 on
page 66).
The Login page returns (see Figure 3 on page 63).


Browser
HP recommends to use the Microsoft Internet Explorer for use with QWA. Other
browsers may not support all functions.


CHAPTER 3
Gain an Overview
This chapter includes the following major sections:
Description of the Overview Panels
Work with the Overview Panels

The Overview panels show a configurable dashboard in the work space that
reports the status of key items related to your role. While they are part of HP Qfiniti
10 Observe, they allow each licensed HP Qfiniti 10 module to display its
dashboard content.
Access to various Overview panels is based on licenses and the permissions
assigned to each role. With the appropriate licenses and permissions, you can:
configure the panel options (although some panels do not have configurable
options)
add or remove panels in the current view of the page
rearrange the panels within the pages work space
The item that you select in the Overview tab determines which set of panels
appear in the list in the work space.

My Overview Page


Chapter 3 Gain an Overview
Team Overview Tab

System Overview Tab
NOTE Administrators can set role permissions in QWA

> Teams > Roles.
My Overview Page
The My Overview page displays items related to the currently logged-in team
member.
To display summaries of items related to you

1. Select the My Overview in the Overview tab.
The work space contains several panels (see Figure 49).
Figure 49 My Overview tab
Configure the
Content
Panel Selector


2. Select Configure in the upper-right corner of the work space to open the
Content Panel Selector.
Here you can select which panels appear on My Overview (see Figure 50).
Make the desired selections, and then select Apply.
Figure 50 Content Selector PanelMy Overview
My Courses shows courses that are currently assigned to you.
NOTE On some panels, you can configure the attributes.

Other panels affect all team members. That is, there are global
attributes for some panels.
My Surveys shows your results from completed surveys (see Figure

51).
Figure 51 My Surveys panel
What Evaluations to be Completed [sic] panel on the My Overview page

displays information about the evaluations you are assigned to perform


(see Figure 52). The team members on your list were assigned by your
supervisor.
Figure 52 My Overview panelWhat Evaluations to be Completed
Target Number is the number of evaluations for you to complete

during the current period (week or month).
Actual Number is the number of evaluations that you have completed
during the current period.
# of Recordings is the count of recordings that match the view set up
for your role. The recordings must also match your security level to be
included in the count. That is, if an administrator restricts your access
to recordings, you only see the count of recordings that matches your
access-group security level.
Quality Question Summary shows the top three questions with
Week-to-Date (WTD) averages for:
Select an Evaluation Form from the drop-down list.
Lowest Scoring questions
Highest Scoring questions
You can configure this panel by selecting Configuration (gears) (see
Figure 53).


Figure 53 Quality Question Summary panel
Collapse
Refresh
Close
Selecting Collapse is useful to see a panel that
does not fit in the page
Last 10 Scorecards shows the results of your last 10 scorecards (see

Figure 54).
Figure 54 Last 10 Scorecards panel
You can configure this panel by selecting Configuration (gears) (see

Figure 53).
Evaluator shows the name of the scorecard evaluator. Select any
Evaluator name to go to the scorecard.
Date shows the date of the evaluation.
Score shows as a percentage.
Average Score displays the average score as a percentage on a
speedometer-type gauge. The goal and average scores also appear.
3. Select the panels that you want to appear on the My Overview page and then
select Apply.
The My Overview page refreshes.
Related Topics
Access Groups on page 197


Team Overview Tab

The Team Overview is available to supervisors.
To display summaries of items related to the current team

1. Select Overview > Team Overview.
The work space contains several panels (see Figure 55).
Figure 55 Team Overview tab
Configure
2. You can change which panels appear by selecting Configure in the

upper-right corner of the work area.
The Content Panel Selector opens (see Figure 56).


Figure 56 Content Panel SelectorTeam Overview
Quality Question Summary (Team) shows a rollup of the three lowest

and three highest scoring questions averaged over several days by team
(see Figure 57). This is a snapshot of the week-to-date (WTD) average on
each of the questions. It summarizes results for all team members
assigned to you as the logged-in supervisor.
Lowest Scoring (WTD Average)
Highest Scoring (WTD Average)
Figure 57 Team Quality Question Summary
My Teams Surveys. A pie chart shows the highlighted question in the list
and has a slice for each possible score (see Figure 58). Select a survey
template from the drop-down list to review the summarized results of each
question on that template.


Figure 58 My Teams Surveys
Select any question in the list to show the pie chart for that question's
results.
Pie chart shows the percentage of each score and the number of
surveys completed this week.
Average score
Template name
Average Score for each question.
Last 10 Scorecards shows a speedometer graph with the average
percentage of the last 10 scorecards and the goal percentage for the team
(see Figure 59). If more than one team is available, you can select a team
from the drop-down list. The list shows Team Members, Date, and Score
(as a percentage) for each of the last 10 scorecards.
Figure 59 Team Evaluation HistoryLast 10 Scorecards
What Evaluations to be Completed [sic] on the Team Overview page

displays information about the number of team member evaluations for
you as a supervisor to perform for each of your teams. Whether you can


access the Team Overview depends on the licenses and permissions

assigned to your role.
If a classification name is set in the Advise settings, the recordings must
match that classification to be included in the count. The recordings must
also match your security level. That is, if an administrator restricts which
recordings you can access, you only see the count of recordings that
matches your security level. (In other words, access group security affects
the count.)
As a supervisor, you can assign recordings (from the Recordings View
List) to a team members list. Further, you can create dynamic views and
assign recordings from custom lists (see Figure 60).
Figure 60 Team Overview panelWhat Evaluations to be Completed
For each team that a supervisor owns, columns display the following
information.
Target Number is the Target Member Evaluations times the number of
members on the team.
Actual Number is the number of evaluations that you have completed
during the current period.
# of Recordings is the count of recordings on members of each team
recorded during the current period.
3. Select the panels that you want to appear on the Team Overview page, and
then select Apply.
The System Overview page refreshes.


System Overview Tab

If you are a supervisor, the System Overview on the Overview page shows the
following information for your system.
To display summaries of items related to the system

1. Select System Overview on the Overview tab (see Figure 61).
Figure 61 System Overview tab
Configure
2. You can change which panels appear by selecting Configure in the

upper-right corner of the work area.
The Content Panel Selector opens (see Figure 62).


Figure 62 Content Panel SelectorSystem Overview
Product License Status shows (see Figure 61, upper-left panel):

Product shows the Qfiniti module names
Used/Total shows the number of licenses used and purchased
License Status shows the percentage of licenses in use. You can
configure an alarm to trigger when a low percentage remains.
NOTE You can configure an alert for when licensing

reaches a percentage of capacity by selecting
Configure (gears). When finished, select Save to
redisplay the panel.
Team Member Schedules. For the recording system selected in the

drop-down list, the panel shows (see Figure 61, upper-right panel):
Schedule for team members.
Interval. Daily, weekly, or monthly
Recordings. Number completed and number scheduled
% (Percentage) Complete
Global Schedules. For the recording system selected in the drop-down
list, the panel shows (see Figure 61, lower-left panel):
Schedule for team members.


Interval: Daily, Weekly, or Monthly

Recordings: Number completed and number scheduled
% (Percentage) Complete
Observe System Status shows the following information for each active
Qfiniti Observe recording server (see Figure 61, lower-right panel).
NOTE You can configure the items by selecting

Configure (gears). When finished, select Save to
redisplay the panel.
System lists all the active Qfiniti Observe systems.
NOTE The list excludes any Do Not Record and inactive

schedules.
Machine shows the name of each machine.

Storage Capacity The graph for the system appears in red if the
available capacity is below a defined threshold. You can hover the
mouse pointer over the Storage Capacity column to display the share
name (location of the recordings).
Recordings shows the number of recordings made in the past hour.
3. Select the panels that you want to appear on the System Overview page, and
then select Apply.
The System Overview page refreshes.

You can change the view in the work space by selecting a tab. They run across
the top of the page. Note that there are more tabs than can be displayed at one
time. Select [>] to scroll to the right.
Rearrange an Overview Panel
Tab Toolbar
Configure the Overview Panels


Rearrange an Overview Panel
To rearrange a panel on its tab

drag a panel by its heading to the desired position:
a. Select the top of the title bar of a panel and hold down the mouse button
while you drag the panel.
An outline of the panel follows the mouse pointer and the pointer becomes
a four-direction arrow.
b. When the panel is in the desired position, let go of the mouse button
(drop).
The panels rearrange.
c. (Optional) You can stack the panels vertically (in a column) if you wish.
A scroll bar for the page is available when any panel is off the screen.
Tab Toolbar
The upper-right corner of some tabs has a Configure button on the toolbar that
you can select to configure the individual panels to send alerts when certain
parameters reach threshold values (see Figure 63).
Figure 63 Tab toolbar (enlarged)
Collapse
Refresh
Configure
Close


Configure the Overview Panels

The upper-right corner of each page has a control on the toolbar (see Figure 63)
that you can select to configure the overview panels.
If you closed a panel, you can display it again by selecting Configure, and then
selecting the panels check box.
Some panels have a Configure icon for the attributes of the panel.
To configure any Overview panel

1. Open the Content Panel Selector (see Figure 50 on page 111) for the currently
selected page by selecting Configure on the panel (see Figure 63).
2. Select or clear the check box for each Panel Name. Selecting makes the
panel visible; clearing makes the panel invisible.
Visible (check box) column. Select the check box next to a panel name to
show (check it) or hide (clear it) each panel that is available on the tab.
Panel Name. Shows the title of available panels. (The available choices
depend on licenses and the permissions assigned to your role.)
Description. Briefly describes each available panel.
3. Select Apply to save the changes; you return to the My Overview tab.
Alternatively, select Cancel to abandon any changes.


CHAPTER 4
Search Methods
Qfiniti Web Access lets you quickly and easily search for items using characters,
words, or phrases. Web Access has the following search methods.
Quick Find
Custom Views
Quick Find
A Quick Find locates items within the View list for the currently selected Qfiniti
module. Quick Find is also available for many other lists throughout Web Access.
As you type in the Quick Find box, Web Access searches the current list and
dynamically displays items that include the displayed characters. The characters
can be in any current column. When you see the item you want, select it.
NOTE With Quick Find and multiple-page view lists, Web

Access searches across all pages, both those displayed and
hidden.
To use Quick Find

1. In the Quick Find text box, type your search text (see Figure 64).
Figure 64 Quick Find


Chapter 4 Search Methods
2. When you see the item you want, select it.
Related Topics
Restrict Access to Searchable Fields on page 181
Custom Views
In addition to the predefined views, you can create and share custom views. The
appear in the View list after you create them.
Create a Basic View
Create a Dynamic View
Work with Custom Views
Create a Basic View

A basic view is a saved set of records related to the teams, recordings, or
evaluations. A basic view can store a set of records for later use.
The operation of a basic view is similar to that of a file folder. After creating the
view, you drag items into it.
To create a basic view

1. Select either Teams, Recordings, or Evaluations tab.
2. Right-click anywhere in the View Selector and select New > Basic View.
The Basic View dialog box opens (see Figure 65).
Figure 65 Basic View dialog box
3. Type a View Name for the View and select Save.

The new view appears in the Views list.
4. Select an existing view and select one or more records that you want to
save in your basic view.
5. Drag the records to your basic view and drop them.


Custom Views
Whenever you select your basic view, the records that you added appear in
the View List.

A dynamic view is a saved set of predefined search criteria to locate items related
to the organization, such as teams, team members, and roles. You can select
from many search parameters, most of which are included in the items Detail tab.
To create a dynamic view

1. Select either Teams, Recordings, or Evaluations tab.
2. In the menu, select the Type of dynamic view you want to create
(Classification, Alerts, Scorecards, Templates, and so forth).
The command in the menu corresponds to the Type column in Tables 24.
3. Right-click anywhere in the Views selector, and then select New > Dynamic
View (see Figure 66).
Figure 66 Create a dynamic view
The Dynamic View dialog box opens (see Figure 67).

Figure 67 Dynamic View dialog box
4. In the Name text box, type a name to identify the query for the view.


5. From the first list in the Criteria group, select the dynamic filter item that you
want to base the search on (see Tables 24).
Teams filter parameters
Recordings filter parameters
Evaluations filter parameters
NOTE Each of the applicable headers has multiple

tabs. The available filter parameters depend on which
tabs View List you are using.
Table 2 Teams filter parameters

Search Parameter Type Description
Alert Enabled Team Member Alert enabled: Yes or No.
Alerts
Alert Name Team Member Name of the alert.

Alerts
Classification Description Team Member Description of a team member classification as

defined in the Classifications tab of the Teams
Team Member
area.
Classification
Recording
Classification
Team Member
Classification
Recording
Classification
Classification Name Team Member Name of the recording classification assigned to

the recording (defined in the Classifications tab of
Team Member
the Teams area).
Classification
Recording
Classification
Comment Team Member Included in a team member's profile in the

Additional Information category under Comments.
Contact Type Team Member Alert Contact Type: E-mail Address, Team
Alerts Member, Team member Supervisor or Evaluator


Custom Views
Table 2 Teams filter parameters (continued)

Created by First Name Team Member First name of user who created the alert.
Team Member
Alerts
Created by Last Name Team Member Last name of user who created the alert.
Team Member
Alerts
Created by Middle Name Team Member Middle name of user who created the alert.
Team Member
Alerts
Criteria Team Member Alert information for evaluations and surveys.

Alerts When you set up a scorecard alert or a survey alert,
you define the criteria associated with the alert. For
example, when the Evaluation form score, [=, <,>],
<some_value>, or when the Evaluation is
Acknowledged. The Evaluation form score and
Evaluation Acknowledged are the criteria elements
associated with the alert.
When you select this option, a drop-down list of
both the survey and evaluation criteria items
appears.
Evaluation Form Score
Evaluation Performance Area Score
Evaluation Question Score
Evaluation Published
Survey Attached to Evaluation
Survey Template Score
Survey Question Score
Survey Trigger
Survey Template Score
Evaluator Name
Date Hired Team Member Date hired as identified in the Additional

Information category in the team members profile.
Date Terminated Team Member Date terminated as identified in the Additional

Information category in the team member profile.
Date Tested Team Member Date tested as identified in the Additional

Information category in the team member profile.



E-mail Address Team Member E-mail address for alert notification
Alerts
Evaluation Acknowledged Team Alerts

Scorecard
Evaluation Form Score Team Alerts

Scorecard
Evaluation Published Team Alerts

Scorecard
Evaluator Name Team Alerts Name of the evaluator.

Scorecard
Global Access Team Member Identifies a user who has global access as Yes or
No.
Import Map Description Team Member Related to imported team members or WFM
Imports imports.
WFM Imports
Import Map Name Team Member Related to imported team members.

Imports
WFM Imports
Import Plan Date Range End Team Member Related to imported team members.
Imports
WFM Imports
Import Plan Date Range Start Team Member Related to imported team members.
Imports
WFM Imports
Import Plan Description Team Member Related to imported team members.

Imports
WFM Imports
Import Plan Import File Name Team Member Related to imported team members.
Imports
WFM Imports
Import Plan Last Activity Team Member Related to imported team members.
Imports
WFM Imports


Custom Views

Import Plan Message Team Member Related to imported team members.
Imports
WFM Imports
Import Plan Name Team Member Related to imported team members.

Imports
WFM Imports
Import Plan Published Description Team Member Yes or No.

Imports
WFM Imports
Import Plan Replace Option Team Member Add new only

Description Imports
Add new or Replace
Replace Existing Only
Import Plan Resolve E-mail Team Member Related to imported team members. Yes or No.
Description Imports
WFM Imports
Import Plan Status Code Team Member Related to imported team members.
Description Imports
WFM Imports
Import Plan Status Date Team Member Related to imported team members.
Imports
WFM Imports
Import Plan Status Description Team Member Related to imported team members. Plan is
Imports Inactive or Active.
WFM Imports When you create a Team Member Import or a WFM
Import, you give the plan a Name and a
Description. This option allows you to search
based on the contents of the "Description" field.
Import Plan Type Description Team Member Productivity Data, Members, Workforce
Imports Management, Members from Qfiniti Workforce,
Members to Qfiniti Workforce.
WFM Imports
Import Plan Use Date Range Team Member Related to imported team members.
Description Imports
WFM Imports



Last Rev by First Name Observe Auto First name of the person who last the team
Classify member's information.
Roles
Team Member
Team Member
Alerts
Team Member
Imports
WFM Imports
Last Rev by Last Name Observe Auto Last name of the person who last reviewed the
Classify team member's information.
Roles
Team Member
Team Member
Alerts
Team Member
Imports
WFM Imports
Last Rev by Middle Name Observe Auto Middle name of the person who last the team
Classify member's information.
Roles
Team Member
Team Member
Alerts
Team Member
Imports
WFM Imports
Login Disabled Team Member QWA access is denied due to a disabled account.
Yes or No.
Login Locked Team Member QWA access is denied due to a locked account
(associated with Qfiniti authentication and
password usage). Yes or No.
Member Classification Data Value Team Member The value entered when a user-defined
classification is attached to a team member.
Member First Name Team Member First name of the team member.


Custom Views

Member Last Name Team Member Last name of the team member.
Member Middle Name Team Member Middle name of the team member.
Member Status Team Member Three team member statuses exist: Delete, Active,
or Inactive. You can search for team members who
are marked as inactive by using Member Status =
Inactive.
Owner First Name Team Member First name of the owner of a team member as
Imports defined in the owner's profile in the team access
category.
WFM Imports
Owner Last Name Team Member Last name of the owner of a team member as
category.
WFM Imports
Owner Middle Name Team Member Middle name of the owner of a team member as
category.
WFM Imports
Performance Area Score Team Alerts Score of a single performance area.

Scorecard
Permission Description Roles Permission information.
Permission Friendly Name Roles Permission information.
Permission Name Roles Permission information.
Permission Scope Roles Agent Monitor Console, Web Access Platform

Administration, Organization Administration, Web
Access Advise Administration, Web Access
Observe Administration, Monitoring and
Evaluation, Recording Analysis, or Adherence/
Compliance.
Permission Type Roles Not Selectable, Read, Create, Update, Delete, or

Report.
Question Score Team Alerts The score on a specific question.

Scorecard
Role Description Roles Role information.
Role Last Revision Date Roles Role information.
Role Name Roles Name of the role assigned to a team member.

Team Member



Survey Attached to Eval Team Alerts Name of the attached survey.
Scorecard
Survey DNIS Team Alerts

Scorecard
Survey Question Score Team Alerts

Survey
Survey Template Score Team Alerts

Scorecard
Survey Template Status Team Alerts

Scorecard
Team1 Team Member Select a team from the list. You can search for
multiple teams.
Team that Member Belongs To1 Team Member Team name for a named team member.
Team that Member Owns1 Team Member Team owned by a team member as defined in the
Team Access category of the user profile.
Type Team Member Alert notification for Evaluation Scorecard or

Alerts Survey.
Type of Login Authentication Team Member Type of authentication used by team member to
access Web Access: Qfiniti Authentication,
Windows Authentication, LDAP, None.
User Alias Team Member User alias defined in the Alias category of a team
member's profile.
User Login Team Member Login defined for the team member: Web Access
Login ID or Windows Login ID (including domain).
User Screen Alias Type Team Member Screen alias defined in the Alias category of a team
member's profile.
User Voice Alias Type Team Member Voice alias defined in the Alias category of a team
member's profile.
Windows Login Team Member Login defined for the team member.
1. Observe supports the use of dynamic views that contain team members who can be recorded by more than one Ob-
serve system. In creating the dynamic view, select two or more of the Team Parameters with Team in the name.


Custom Views
Table 3 Recordings filter parameters

Archive Folder Last Run Date Observe Archive Archive folder information.
Folders
Archive Folder Status Observe Archive Inactive, In Progress, Awaiting Update, or Moved to
Folders Archive.
Archive Plan Archive Path Observe Archive Archive folder information.

Folders
Archive Plan Name Observe Archive Archive folder information.

Folders
Auto Classify Plan Description Observe Auto Auto Classify information.

Classify
Auto Classify Plan Last Activity Observe Auto Auto Classify information.
Classify
Auto Classify Plan Name Observe Auto Auto Classify information.

Classify
Auto Classify Plan Published Observe Auto Auto Classify information.

Description Classify
Auto Classify Plan Sample Observe Auto Percent, Count, or Count per Agent.
Method Description Classify
Auto Classify Plan Status Observe Auto Deleted or Active.

Auto Classify Plan Type Observe Auto User, Evaluation, or Transaction

Call Direction Recording Files Indicates whether a call is outbound, inbound, or

unknown.
Channel Number Recording Files The channel number or recording line number that
the call was recorded on (this is not same as the
extension number).
Classification Description Classifications Description of a team member classification as

defined in the Classifications tab of the Recordings
area.
Classification Name Classifications Name of the recording classification assigned to

the recording (defined in the Classifications tab of
the Recordings area).
CTI Transaction ANI Digits Recording Files ANI digits associated with a recording.


Table 3 Recordings filter parameters (continued)

CTI Transaction DNIS Digits Recording Files DNIS digits associated with a recording.
Extension Recording Files The extension of the agent associated with a

recording.
Import Map Description Team Member WFM Import information.

Imports
WFM Imports
Import Map Name Team Member WFM Import information.

Imports
WFM Imports
Import Plan Date Range End Team Member WFM Import information.
Imports
WFM Imports
Import Plan Date Range Start Team Member WFM Import information.
Imports
WFM Imports
Import Plan Description Team Member WFM Import information.

Imports
WFM Imports
Import Plan Import File Name Team Member WFM Import information.
Imports
WFM Imports
Import Plan Last Activity Team Member WFM Import information.

Imports
WFM Imports
Import Plan Message Team Member WFM Import information.

Imports
WFM Imports
Import Plan Name Team Member WFM Import information.

Imports
WFM Imports
Import Plan Published Description Team Member Yes or No.

Imports
WFM Imports


Custom Views

Import Plan Replace Option Team Member Add New Only, Add New or Replace Existing, or
Description Imports Replace Existing Only.
WFM Imports
Import Plan Resolve E-mail Team Member Yes or No.

Description Imports
WFM Imports
Import Plan Status Code Team Member WFM Import information.

Description Imports
WFM Imports
Import Plan Status Date Team Member WFM Import information.

Imports
WFM Imports
Import Plan Status Description Team Member Inactive or Active.

Imports
WFM Imports
Import Plan Type Description Team Member Productivity Data, Members, or Workforce
Imports Management.
WFM Imports
Import Plan Use Date Range Team Member Do Not Use or Use.
Description Imports
WFM Imports
Last Rev by First Name Observe Auto First name of the person who last reviewed the
Classify evaluation.
Observe Archive
Folders
Last Rev by Last Name Observe Auto Last name of the person who last reviewed the
Observe Archive
Folders
Last Rev by Middle Name Observe Auto Middle name of the person who last reviewed the
Observe Archive
Folders
Linked Calls Recording Files Shows whether call has FOT segments.



Member First Name Recording Files First name of the team member.
Member Last Name Recording Files Last name of the team member.
Member Middle Name Recording Files Middle name of the team member.
My Date Recorded Recording Files Local date to team member.
My Date/Time Recorded Recording Files Local date and time to team member.
Num Holds Recording Files Number of times call was placed on hold.
Num Transfers Recording Files Number of times call was transferred.
Owner First Name Team Member First name of the owner of a team member as
category.
WFM Imports
Owner Last Name Team Member Last name of the owner of a team member as
category.
WFM Imports
Owner Middle Name Team Member Middle name of the owner of a team member as
category.
WFM Imports
Played by First Name Recording Files First name of the person who last played the
recording.
Played by Last Name Recording Files Last name of the person who last played the
recording.
Played by Middle Name Recording Files Middle name of the person who last played the
recording.
Recording Plan Name Recording Files The name of the recording plan scheduled in the
schedules tab of the Recordings area.
Recording Plan Type Recording Files The type of plan or schedule by which a recording
was initiated including Global, Member, Agent
Record on Demand, Supervisor Live Monitor,
Supervisor Record on Demand, Follow on Transfer
Record on Demand, Do-Not-Record, or
Continuous Record (Logger).
ROD by First Name Recording Files First name of the person who initiated a Record on
Demand Recording.


Custom Views

ROD by Last Name Recording Files Last name of the person who initiated a Record on
Demand Recording.
Screen Server Name Recording Files The name of the server on which the screen
recording was made.
Server Date Recorded Recording Files Time zone support
Server Date/Time Recorded Recording Files Time zone support
Server Time Recorded Recording Files Time zone support
Switch Name Observe Archive List of defined switches.

Folders
System Classification Name Recording Classification attached to a recording by Qfiniti,

Classification includes Plan Type.
Recording Files
Team Recording Files Select a team from the list. You can search for
multiple teams.
Team that Member Belongs to Recording Files The name of the team to which the team member
belongs.
Transaction Classification Data Recording Files The value entered when a user-defined
Value classification is attached to a recording.
Transaction Connection ID Recording Files Identifier for a transaction connection.
Transaction Date Recorded Recording Files Date on which a recording was made.
Transaction ID Recording Files A unique number that Web Access assigns to a

recording.
Transaction Last Activity Recording Files Last date on which a recording was played or
modified.
Transaction Period Recording Files Today, Yesterday, Current Week, Current Week,
Previous Month, Last Week, This Year, Last Year,
or Previous 12 Months.
Transaction Played Status Recording Files Status of recording in the database: Not Played or
Played.
Transaction Record Type Recording Files Type of recording identified as voice, screen, or
voice and screen.
Transaction Recording Duration Recording Files Length of the recording.



Transaction Status Recording Files Status of recording in the database including:
Inactive, Active, Pending, Archived, Pre-Delete,
Unavailable, or Do Not Record.
Transaction Time Recorded Recording Files Time of day at which a recording was made.
Transaction Trigger Value Recording Files Value identified as the ANI or DNIS numbers used
to initiate a recording.
Transferred Out Recording Files When an agent transfers a received call, this value
becomes 1.
UUData Recording Files User data attached to recordings. Uncustomized

UUData begins with cti_.
Voice Server Name Recording Files The name of the server on which a voice recording
was made.
Table 4 Evaluations filter parameters

Answer Description Evaluation Descriptive text describing the answer.
Templates
Performance
Areas
Questions
Answer Label Evaluation Short identifying description

Scorecards
Evaluation
Templates
Performance
Areas
Answer Name Evaluation Name

Templates
Performance
Areas
Questions
Assignment is Calibration Evaluation Plan Filters calibration assignments.

Assignments


Custom Views
Table 4 Evaluations filter parameters (continued)

Classification Description Evaluation Description of a classification as found in the
Classifications Description field of the classification under the
Evaluations tab.
Evaluation
Scorecards
Evaluation
Templates
Classification Name Evaluation Name of a classification as defined in the

Classifications Evaluations tab.
Evaluation
Scorecards
Evaluation
Templates
Eval Classification Data Value Evaluation The value entered when a user-defined
Scorecards classification is attached to a evaluation.
Eval Due Date Evaluation Date the evaluation is due for completion.
Scorecards
Eval Last Revision Date Evaluation Date of the last change to an evaluation scorecard.
Scorecards
Eval Publish Date Evaluation Dates between which an evaluation scorecard is

Scorecards available for review.
Eval Published Evaluation Indicates whether an Evaluation Scorecard has

Scorecards been made available for review.
Evaluation
Templates
Eval Start Date Evaluation Date on which the evaluation scorecard was
Scorecards started.
Eval Template Allow N/A of Perf Evaluation Allow performance area to be marked as Not
Area Templates Applicable.
Eval Template Allow N/A of Evaluation Allow question to be marked as Not Applicable.
Question Templates
Eval Template Description Evaluation Description of an evaluation template found in the

Scorecards description field when viewing an evaluation
template in the Evaluation Forms subtab under the
Evaluation
Evaluations tab
Templates
Eval Template Last Revision Date Evaluation Last date the template was revised.
Templates



Eval Template Name Evaluation Descriptive name.
Scorecards
Evaluation
Templates
Eval Template Publish Date Evaluation Date of template publication.

Templates
Eval Template Require Evaluation When you build a evaluation form, you can
Classification Templates designate whether the user must attach at least
one classification to the scorecard before saving
and publishing it.
The Eval Template Require Classification criterion
allows you to search for any elevation forms that
have been set up with required classifications.
Eval Template Restrict Evaluation When you build a evaluation form, you can limit
Classification Classifications which classifications are allowed to be attached to
the form.
Evaluation
Templates This criterion allows you to search for scorecards
where the scorecard has been defined with limit to
Selected Classifications.
Yes or No.
Eval Template Type Evaluation Evaluation.

Templates
Evaluation Acknowledgement Evaluation Yes, No, or Not Applicable.

Scorecards
This filter option displays scorecards that have
been acknowledged by an agent. The
Acknowledge column appears in the view list
results window.
Evaluation Acknowledgement Evaluation The date that the evaluation is acknowledged. It

Date Scorecards appears on the scorecard detail.
Evaluation Date Evaluation Shows the date of the evaluation.

Scorecards
Evaluation Performance Area Evaluation Raw score for a performance area of an evaluation.
Score Scorecards
Evaluation Period Evaluation Today, Yesterday, Current Week, Current Month,

Scorecards Previous Month, Last Week, This Year, Last Year,
Previous 12 Months Plus.


Custom Views

Evaluation Plan Assignment Evaluation Plan
Comment Assignments

Complete Date Assignments

Cycle Assignments

Priority Assignments
Evaluation Plan Assignment Start Evaluation Plan

Date Assignments

Status Assignments
Evaluation Plan Description Evaluation Detailed description of evaluation plan.

Templates
Evaluation Plan Name Evaluation Plan Name of the evaluation plan.

Assignments
Evaluation
Scorecards
Evaluation Score Evaluation Percentage or Raw Score associated with an

Scorecards evaluation.
Evaluation Status Evaluation Indicates the status of an Evaluation scorecard

Scorecards including inactive, new, in progress, past due,
complete, or failed.
Evaluation Title Evaluation Name of an Evaluation Scorecard when being

Scorecards completed on a team member.
Evaluation Type Evaluation Indicates whether the evaluation scorecard is a

Scorecards self-evaluation or a standard evaluation performed
on a team member.
Evaluator Last Name Evaluation Last name of the evaluating member.

Scorecards
Evaluator Middle Name Evaluation Middle name of the evaluating member.

Scorecards



Last Rev by First Name Evaluation First name of the person who last reviewed the
Evaluation
Templates
Web Surveys
Last Rev by Last Name Evaluation Last name of the person who last reviewed the
Evaluation
Templates
Web Surveys
Last Rev by Middle Name Evaluation Middle name of the person who last reviewed the
Evaluation
Templates
Web Surveys
Member First Name Evaluation First name of the team member.

Scorecards
Member Last Name Evaluation Last name of the team member.

Scorecards
Member Middle Name Evaluation Middle name of the team member.

Scorecards
Performance Area Description Evaluation Description of a Performance Area when viewing a

Scorecards performance area in the Performance Area subtab
under the Evaluations tab.
Evaluation
Templates
Performance
Areas
Performance Area Name Evaluation Name of a Performance Area.

Scorecards
Evaluation
Templates
Performance
Areas
Performance Area Score Evaluation Score for a Performance Area.

Scorecards


Custom Views

Question Description Evaluation Description for a question.
Scorecards
Evaluation
Templates
Performance
Areas
Questions
Question Detail Evaluation Details of a question's answer as defined in the

Scorecards Answer category within the Question subtab under
the Evaluations tab.
Evaluation
Templates
Performance
Areas
Questions
Question Score Evaluation Raw score for a question.

Scorecards
Team Evaluation Select a team from the list. You can search for
Scorecards multiple teams.
Team Description Evaluation Description of a team as found in the Description

Scorecards field when looking at a team under the Teams tab.
Team Name Evaluation The name of the team in which the team member
Scorecards belongs.
Evaluation
Templates
Web Survey Description Web Surveys Web Survey information.
Web Survey End Date Web Surveys Web Survey information.
Web Survey Last Revision Date Web Surveys Web Survey information.
Web Survey Name Web Surveys Web Survey information.
Web Survey Publish Date Web Surveys Web Survey information.
Web Survey Published Web Surveys Yes or No.
Web Survey Response Type Web Surveys E-mail, Web, or Other.



Web Survey Start Date Web Surveys Web Survey information.
Web Survey Status Web Surveys Deleted, Active, or Inactive.
Web Survey Type Web Surveys Web Survey.
NOTE As of version 10.3, you can use a dynamic view

to query one or more classifications in a search. Using
this option returns records that have at least one of the
classifications.
That is, if you select classifications A and B in the
dynamic view, the resulting records all contain either the
A classification, the B classification, or both
classifications.
The operator for classification (in the second list)
6. From the second list, select the desired search operator. The available
choices change according to the nature of the item in the first list.
Starts-With. The item must start with the value typed in the Value field.
Contains. The item must contain the value typed in the Value field.
Equal To (=). The selected item must exactly match with the value typed
in the Value field.
Not Equal To (<>). The selected item cannot exactly match with the value
you typed in the Value field.
Greater Than or Equal To (>=). The selected item must be greater than
or equal to the value you typed in the Value field.
Less Than or Equal To (<=). The selected item must be less than or
equal to the value you typed in the Value field.
Greater Than (>). The selected item must be greater than the value you
typed in the Value field.
Less Than (<). The selected item must be less than the value you typed in
the Value field.
Matches. Use with relative date searches for:
Advise. Evaluation Period
Survey. Survey Period


Custom Views
Observe. Transaction Period

And All Sub-Teams.
7. In the Value (third) field, type a value that corresponds to the item and
operator selected in the previous two steps.
The relative date options for Matches (in Step 6) are:
Today
Yesterday
Current Week
Current Month
Previous Month
Date
Otherwise type text or select from the available options.
8. To enter any additional criteria, select Add (+) and repeat Steps 57.
9. To remove any criterion, select it and select Remove ().
10. Select Save to save the dynamic view. The new view opens in the View
Selector.
To search for all members whose last name is Jones and are on the New
Sales team, you enter the following criteria.
Classification_name1 = Last_Name, Equal To (=), Data_value = Jones
And
Classification_name2 = Team_Name, Contains, New Sales
Selection Criteria for Surveys

When you define a dynamic view to select completed survey, reporting, or aging
plans for Survey, you can use additional fields as selection criteria.
The selection criteria for surveys in Qfiniti 10 are shown in Table 5.


Table 5 Selection criteria for surveys
Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
Criterion Description
X Active Trigger Active Flag. Options are Yes, No.
X Agent The team member's phone extension number

Extension associated with the survey result.
X Agent ID The member's Qfiniti ID number associated with

the survey result.
X Alert Data The value associated with an Alert where the

Alert Type is either e-mail or Transfer.
X Alert Type For questions where an alert is setup to be used.

Options are:
E-mail
Transfer
No Alert
X ANI ANI digits associated with the survey result.
X Answer Type The question type. Options are:

Yes/No
Quantitative
Multiple Choice
Voice Message
X Call Mode The mode the Survey was offered to the user.
The options are:
Direct Number (Mode 1)
Call Transfer (Mode 2)
Stealth (Mode 3)
X Classification The description associated with a classification.

Description


Custom Views
Table 5 Selection criteria for surveys (continued)
Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
X Classification The name associated with a classification.
Name
X Closing Prompt The closing prompt number.
X Closing Text The text associated with the closing prompt.
X Date/Time The date associated with the survey result.

Selected through a calendar control.
X X DNIS The DNIS number associated with the survey

result.
X Greeting The greeting prompt number.

Prompt
X Greeting Text The text associated with the greeting prompt.
X Hold Time The hold time between when the customer

accepts the survey and when the team member
answers the call.
Only available in Stealth mode (mode 3) where
Survey prompts the caller about participating in a
post-call survey.
X Inbound T-1 The T-1 extension number associated with the

Extension survey ported used to survey the customer.
X Language The language associated in Survey Language.

Country
X Member First The members first name who is associated with

Name the survey result.
X Member Last The members last name who is associated with

Name the survey result.
X Member Middle The members middle name who is associated

Name with the survey result.


Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
X Number of The number of questions associated with a
Questions survey template.
X Outbound The Outbound Extension associated with a

stealth (Mode 3) survey.
X Play 1988 Msg Play message 1988, Survey Not Available

when the trigger is inactive. Options are Yes, No.
X Prompt Name The name associated with a prompt.
X Prompt Is this question programed to be validated after

Validation the user answers the question?
Options are Yes, No.
X Record Call For Stealth (Mode 3) surveys, Record the call

when this trigger activates a survey.
Options are Yes, No.
X Recording ID The recording ID associated with the survey

result. Only available in Stealth (Mode 3) or
Agent Transfer (Mode 2) where the call was
recorded with Observe using full-time recording.


Custom Views
Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
X Status The status associated with the survey. Status
values are:
Caller Abandoned
Survey Completed
Survey Declined
Survey Abandoned
Bridge Abandoned
SQL Error1 - Error: SQL Database Updated
Failed
SQL Error2 - Error: Did Not Find Survey
No DNIS Trigger Available
Survey Limit - Survey Limit Reached
Make Call Timeout Waiting for Confirmation
STK/DNIS Marked Inactive
Call Transferred and No Survey Offered
All Other
X X Survey Name The name of the survey.


Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
X Survey Period A relative date selection criteria. Drop-down list
options are:
Today
Yesterday
Current Week
Current Month
Previous Month
Last Week
This Year
Last Year
Prev 12 Months Plus
X Survey Last date when the item was modified. Selected

Question Last through a calendar control.
Activity
X Survey Last date when the item was modified. Selected

Template Last through a calendar control.
Activity
X Survey Time The time in seconds it took to answer the survey

questions.
X Survey Trigger Last date the item was modified. Selected

Last Activity through a calendar control.
X X Switch name The switch name that is associated with the

survey results. Selection through drop-down list.
X Talk Time The time in seconds the agent spoke to the

customer. Only available in Stealth (Mode 3).
X Team The team the member is associated with.

Selection through Organization selector.


Custom Views
Completed Surveys
Survey Questions
Survey Templates
Survey Triggers
Selection
X Team that The team the member is associated with.
Member
Belongs to
X Trigger Mode The mode the survey was offered to the user,
options are:
Direct Number (Mode 1)
Call Transfer (Mode 2)
Stealth (Mode 3)
X Trigger Name The name associated with a trigger.
X Question Text The text associated with a question.
X Question The prompt number associated with a question.

Prompt
X Version The version number associated with the item.
X User Data
Work with Custom Views

When you right-click either a dynamic view or basic view, you can:
Select To
New create a new dynamic or basic view.
Open the dialog box to rename the view.
Refresh the records in the view.
Remove All Records reset to a blank view.
Delete There is a confirmation prompt.
Share the view with one or more teams. See the next heading.


You can share a dynamic view or basic view with other teams to allow them to see
and use that view.
When a view is shared, it no longer uses the edit and delete dynamic view role
permissions. Instead,
to edit a dynamic view that has been shared with one or more teams, you
must have the Update Shared (Basic or Dynamic) View permission. This
includes both views you created and views that have been shared with you.
to delete a view that has been shared with one or more teams, you must have
the Delete Shared (Basic or Dynamic) View permission. This includes both the
views you created and views that have been shared with you.
Prerequisites
To create a dynamic view, you must have the Create
Dynamic Views permission.
To edit a dynamic view you made, you must have the

Update Dynamic Views permission.
To delete a dynamic view that you made, you must have

the Delete Dynamic Views permission.
To share a dynamic view to other teams, you must have

the Create Shared Dynamic Views permission.
To create a basic view, you must have the Create Basic

Views permission.
To edit a basic view you made, you must have the

Update Basic Views permission.
To delete a basic view that you made, you must have the
Delete Basic Views permission.
To share a basic view to other teams, you must have the

Create Shared Basic Views permission.
To share a dynamic view with other teams

1. Right-click the view in the Views selector, and then choose Share (see Figure
68).


Custom Views
Figure 68 Share a dynamic view
The Share View dialog box opens (see Figure 69).

Figure 69 Share View dialog box
2. Select (or clear) teams that you want to share (or not share) the view with and
select Save. The selected teams can now access the view.
Related Topics




CHAPTER 5
Record Calls
When customer satisfaction is vital to the success and survival of your business,
that is when you focus on the quality of your contact center performance. To
measure, improve, and understand your customers needs, you must start with
effective monitoring technology.
Web Access Observe delivers a reliable recording solution that incorporates the
advanced tools needed in todays global, and multisite customer service centers.
Through a single platform, Observe can record all calls for compliance
management, or selectively capture voice and desktop activity for quality
assurance, or you can record calls on demand with the click of a mouse. Web
Access lets you quickly and easily monitor calls that are in progress.
Innovative built-in coaching features combined with Web Accesss evaluation,
survey, and training products ensures that your business delivers true quality
performance.
Observe delivers:
extensive monitoring functionality with multiple call acquisition options
including record-on-demand and live monitor
intelligent monitoring techniques to conserve system resources, improve
recording quality, and reduce workloads
proven, measurable ROI benefits, such as higher productivity, lower agent
turnover, and reduced customer churn
innovative features including integrated coaching and playback tools
centralized administration for reduced IT time and costs


Chapter 5 Record Calls
compliance with data security and corporate deletion standards

The record on demand (ROD) feature lets you immediately start recordings of
voice and screen activity for members of your supervised teams. You can record
voice only, screen only, or both voice and screen.
NOTE Team Members can start their own recordings

through the Agent Monitor Console. For more information
about the Agent Monitor Console, refer to the Qfiniti Agent
Monitor Console User Guide.
The Live Monitor lets you listen to voice or view screen activity while a team
member works on an in-progress call. A team member can only be Live Monitored
by one user at a time.
Because it is possible for each call to qualify for several recording methods, Web
Access uses the following priority for each recording method to ensure the correct
management of recordings.
1. Agent Record on Demand (AROD). Voice, screen, or both voice and screen
recording are started by the recorded team member.
2. Supervisor Record on Demand (SROD). Voice, screen, or both voice and
screen recordings are started by a supervisor. This includes Monitor voice
recordings, which allow supervisors to monitor and record calls as they occur.
3. Global Recording Schedules. Voice, screen, or both voice and screen
recordings are started by schedules for your entire organization.
NOTE For more information on Global and Member

Recording Schedules, see Set up Recording Schedules
on page 215.
4. Team Member Recording Schedules. Voice, screen, or both recordings

started by schedules for individual team members.
For example, if the team members starts an agent recording on demand while
Web Access records a call based on a recording schedule, the AROD has a
higher priority. Therefore, Web Access records the call as an agent recording. If
the call is already being recorded, the recording plan classification changes to
reflect the higher priority recording.
Record on Demand
Live Monitor


Record on Demand
Follow on Transfer
Related Topics
Play the Recordings on page 264
Set up Recording Schedules on page 215
Record on Demand
The record on demand (ROD) feature lets you immediately start recordings of
voice and screen activity for team members in a supervisors team or for individual
team members. You can start voice-only, screen-only, or voice-and-screen
recordings. For example, if you need additional recordings to supplement your
scheduled recordings, you can use Record on Demand to create new recordings
immediately.
Web Access provides the following ROD types.
Agent ROD. Team members with the correct permissions can start a
recording on demand on themselves manually. Team members with the
appropriate permissions can usurp (override) an SROD recording.
Supervisor ROD. A supervisor or team member with team access
(multitenant support) and permissions can start a recording on demand on
another team member manually. Supervisors can only stop SROD recordings
that they start.
Depending on the Web Access modules that you licensed, you can start voice,
screens, or both voice and screen recordings on demand. A team member can
apply classifications during recording (as opposed to post-classification
application, which occurs during playback).
RODs usurp any lesser recording according to the following hierarchy of recording
priority as defined in Web Access. This hierarchy, along with the team member's
activity information, provide the basis for when an ROD can start and what kind of
recording can be made.
Agent ROD or API-started recordings
Supervisor ROD or Live Monitor recordings
CTI-triggered or screen-triggered recordings
Member plan (non-CTI or screen-triggered recordings)


Prerequisites
The Administrator must have defined and configured one
ROD-type Virtual Recording Machine.
The Administrator must configure the recording

components.
The Administrator must assign voice and screen

templates in the System Settings page. Unless you
manually stop it, a recording continues based on
assigned recording templates. Recordings made by
Record On Demand and Live Monitor can be voice-only,
screen-only, or voice-and-screen.
To perform an ROD, you must have a role that includes

the appropriate permission.
You must be an owner for the team members that you

record or monitor.
To perform an SROD, the supervisor must have recording

permission for the selected team members team.
Team members can perform an AROD on themselves any time they are logged in.
For a supervisor to perform an SROD on a single team member, the team
member must be currently logged in.
To perform a recording on demand

1. Select the Recordings tab, and then select the Agent Activity tab.
The Agent Activity View List tab opens.
2. Select a team member from the View List.
3. Select the arrow next to Record and select the recording type.
Voice
Screen
Voice and Screen
The screen recording options are available only when the team member is
logged in to a workstation. If the team member is logged in to the ACD queue
only, the recording type is Voice Only. If the team member is currently being
recorded by an AROD, the recording type that is in progress is unavailable.
Recording begins when you select the type of recording.


Live Monitor
4. (Optional) Select the classifications that you want to apply to the recording
by selecting the classification name.
To cancel the selection of a classification, right-click the classification.
5. When you finish recording, select Stop Recording from the Agent View list.
Observe saves the recording.
The screen recording wrap-up time extends the recording

after you select Stop Recording.
Live Monitor
With the Live Monitor feature, you can listen to and record voice or screen activity
for an in-progress call. Live Monitor is useful when you want to listen to a team
member-customer transaction to monitor an team members performance while
the call occurs.
The following connectivity models support Live Monitor voice and screens.
Service observation with CTI
Trunk-side logging with or without CTI
Station-side logging with or without CTI. A scripting capability enables Web
Access Observe to attach the telephones display information to a recording.
With this feature you can easily find calls placed to or from the contact center.
This data can also identify calls placed to different queues and skill positions
by DNIS.
Autodialers running in the preceding connectivity models
Dedicated Recording Link (DR Link from Alcatel and CMAPI from Avaya)
Live Monitor voice and screens with VoIP. Web Access supports Live Monitor
of a call and PC activities (voice and screens) with little to no delay between
the actual conversation and the supervisor playback.
Perform a Live Monitor Recording of Agent Activity
Delete a Live Monitor Recording
Use the Live Monitor Player


Perform a Live Monitor Recording of Agent Activity

Other than creating a recording schedule, there are two methods to create a
recording.
Perform a supervisor (or agent) recording on demand (SROD or AROD).
Perform a Live Monitor. Web Access allows you to perform real-time (live)
monitoring of a team member.
NOTE To perform a Live Monitor, the observed team

member must be on a call. You can monitor only one team
member at a time.
You can cancel a Live Monitor request while the system is initializing Live Monitor.
You do not need to wait until Live Monitor connects you to the call (or screens) to
be able to cancel a Live Monitor request.
To perform a live monitor recording of agent activity

1. Select Agent Activity from the Recordings tab.
The Agent Activity View list opens. (You may have to select >> by the tabs to
open the list to access the Agent Activity tab.)
2. Select a system from the Systems panel.
3. Expand the teams list, if necessary, and then select the team member you
want to monitor.
4. Select a recording type.
Monitor Voice
Monitor Screen
Monitor Voice and Screen
Monitor Voice Next Call.
Monitor Voice and Screen Next Call. In Live Monitor for full-time
(logging) recording solutions, You can select an agent to live monitor even
though the agent is not currently on a call. The system connects as soon
as the agent answers a call, and ends the recording when the agent
disconnects.
Monitor Voice Camp On Agent. In Live Monitor for full-time recording
(logging) solutions, you can select an agent to live monitor even though
the agent is not currently on a call. The system connects as soon as the
agent answers a call, and stays connected through multiple calls until you
end the recording by selecting Stop Live Monitor.


Live Monitor
Monitor Voice and Screen Camp On Agent. See the previous

description. This selection monitors both voice and screen.
The Media Player opens without data on the time line (see Figure 70).
NOTE Team members with the permissions to create

recordings and use Live Monitor can toggle between the
Media Player and the Live Monitor Player.
Figure 70 Live Monitor Player
If the team member is not on a call, Web Access deletes any silence in a Live
Monitor recording before saving the recording.
To stop recording, select Stop Monitor.
5. To stop the Live Monitor session, select Stop Live.
You receive a prompt about saving or discarding the recording. Alternatively,
the Live Monitor session stops when:
either party on the call hangs up
the call duration reaches limit on the voice template
a team member with permission to cancel supervisor-started recordings
cancels the recording from the Agent Monitor. In this case, the recording is
deleted because the law in some locations require that explicit dual
consent be obtained to record calls. Canceling a recording, instructs the
Observe system to delete the call.
NOTE Dual consent laws require that both parties on a

call must explicitly consent to recording the call. In
another scenario, when a supervisor starts recording an
agent, the agent must be able to cancel the recording if
the call is of a personal nature.
Customers are responsible for obtaining knowledge of
applicable laws that affect their business operations.
When the session ends, the player is unloaded and the recording
generated from the live monitor session shows up in the Recordings View
list after it is added to the database. It may take a few minutes to become
visible. and require that you refresh the View list (press F5) to see the
recording.


Delete a Live Monitor Recording
To delete a Live Monitor recording

You can delete a Live Monitor recording that is in progress.
1. Select Stop Monitor.
You receive a prompt that asks, Do you want to keep the recording that was
just monitored?
2. Select No to delete the recording, or select Yes to keep the recording.
Use the Live Monitor Player

The Live Monitor Player shows the:
Agent the name of the team member being monitored.
Date when the recording started.
Time when the recording started.
The playback of a Live Monitor call is buffered about 45 seconds, which causes
a delay between the live conversation and what the supervisor hears. This occurs
to synchronize playback of the voice with the screens.
During Live Monitor sessions for voice and screen, you can select the playback
screen size as either:
Original Size
Scale to Fix
Full Screen
Follow on Transfer
The follow on transfer (FOT) feature in Observe links recordings that have been
transferred from one agent and are answered by another agent within the contact
center.
The FOT feature links the entire call sequence, even though each of the agents is
recorded separately, when both of the following conditions are met:
one agent transfers a call to another agent
Observe recorded all agents in the transfer sequence


Follow on Transfer
If you record calls in a full-time recording environment and all agents who are part
of the transfer sequence are recorded, all of the recordings are linked using the
FOT feature of Observe. In a full-time environment, the Follow On Transfer setting
under CTI Manager is ignored.
If you record calls in a random recording environment and:
the Follow On Transfer setting in SysConfig is set to Yes, if Observe randomly
records the first agent in the transfer sequence, Observe automatically
records the second and subsequent agents who received the transferred call
until the call terminates or until the call is transferred to an agent who is not
targeted for recording.
the Follow On Transfer setting in SysConfig is set to No, the agent receiving
the transferred call likely will not be recorded.
To activate Follow On Transfer by configuring the CTI Manager, refer to 'Follow
On Transfer under the CTI Manager heading in the HP Qfiniti Configuration
Guide.
In both the full-time and the random recording environments, Observe can also
record screens for transferred calls if the agent who receives the call is configured
to record screens. Even if screen recording is not possible for the transferred call,
the voice recording continues.
To select FOT templates

1. Administrators can select voice and screen templates for FOT calls on the
Administer > Settings page.
2. Select Observe Settings > Recording Options > Follow on Transfer ROD,
and then select the Type of recordings to allow.




CHAPTER 6
Additional Procedures for

Team Members
This chapter provides references to other procedures that you may need as a
team member.
The topics in this chapter are:
Evaluation Scorecards
Learning
Classifications
Review a Scorecard on page 403
Learning
Student Auto Assignment on page 426
View Assignments for a Team or Team Member on page 429
Launch a Course on page 434


Chapter 6 Additional Procedures for Team Members
Complete a Course on page 435
Classifications
Classify Records from the View List on page 504


PART 2 Supervisory Tasks
This section contains the following chapters.

Organize Teams
Set up Recording Schedules
Work with Recordings
Import WFM Data
Work with Evaluation Plans
Perform Evaluations with Scorecards
Learn from Courses
Use Surveys
Use Completed Surveys
Classify Team Members, Recordings, or Evaluations
Set up Schedules for Archiving and Aging
Manage the Archive Folders
Schedule and View Reports
Explore
Qfiniti ICE
Qfiniti Workforce Management
Part 2 Supervisory Tasks


CHAPTER 7
Organize Teams
This chapter includes the following sections:
Organization
Roles
Team Member Profiles
Team Member Classifications
Import Team Members with a Schedule
Access Groups
Alerts
Organization
View Organizational Teams
Install the Phone Prompt Player
Use the Phone Prompt Player
Add a Team
Modify a Team
Delete a Team


Chapter 7 Organize Teams
View Organizational Teams
To view organizational teams

1. Select Organization in the Teams tab to see views of team members.
2. Select either a View or an Organization.
The members appear in the work space (see Figure 71).
Figure 71 Organization view
To completely refresh the Organization tree

right-click the Organization panel, and then select Refresh (or press F5).
Install the Phone Prompt Player

When RAP, which has voice mail-like DTMF control, is used to play back voice
recordings over the phone, QWA users (with the proper permissions) can record
the Team Member's Name, Team Name, or Classification Name. When team
members play back calls with RAP, the recorded name for the team member,


Organization
team, or classification plays back to let the user know who the call was for. The
next procedure installs the Adobe Flash Player to allow you to use the Phone
Player with RAP.
NOTE Each team member who will use the Flash Player
must do the installation.
Do not attempt an installation through Remote Desktop
Connection, however, after installation, you can play back
through a remote connection.
The Phone Player is accessible when you add or update:

Team
Team Member
Recording Classification
To install the Phone Player

1. Navigate to any of the following locations, select an item, and then select
either Add or Open:
Teams > Organization > Team
Teams > Organization > Team Member
Recordings > Classifications
2. Select the Speaker glyph to open the Phone Prompt dialog box (see Figure
72).
Figure 72 Phone Prompt dialog box
3. Select the hyperlink in the Phone Prompt dialog box to access the download
site.
4. Depending on which web browser you use download and install:


for Internet Explorer, select the Adobe Flash Player1 ActiveX 10.0 or later
1
for other web browsers, select the Adobe Flash Player Plugin 10.0 or
later
After installing the Adobe Flash Player, the Adobe Flash Player Settings dialog
box opens on top of the Phone Prompt dialog box (see Figure 73).
Figure 73 Adobe Flash Player Settings dialog box
5. Select Allow to allow access to the microphone, and then select Close.
When access to the microphone is granted, the Adobe Flash Player Settings
dialog box closes. You return to the Phone Prompt dialog box (see Figure 72).
Use the Phone Prompt Player

When RAP, which has voice mail-like DTMF control, is used to play back voice
recordings over the phone, QWA users (with the proper permissions) can record
the Team Member's Name, Team Name, or Classification Name. When team
members play back calls with RAP, the recorded name for the team member,
team, or classification plays back to let the user know who the call was for.
To use the Phone Prompt Player

1. In any of the locations where the Phone Player Prompt appears, select the
Speaker glyph to open the Phone Prompt dialog box.
Teams > Organization > Team
Teams > Organization > Team Member
Recordings > Classifications
2. To operate the Phone Prompt Player
select Record to record the phone prompt, and then speak
select Stop to stop recording or playback
select Play to play back the recording
select Delete to erase the recording
1. Available from https://get.Adobe.com./flashplayer.


Organization
3. Select OK to save the recording and close the Phone Prompt dialog box.
Add a Team
To add a team
2. Select a View or an Organization.
The members appear in the work space (see Figure 71 on page 170).
3. In the Organization list, right-click a team (to place the new team under), and
then select New Team (see Figure 74).
Figure 74 New Team
4. In the General Information category of the New Team window (see Figure
75), type:
Name (for the team)
(Optional) Description
(Optional) Select the Speaker glyph to record or play back the name. See
Use the Phone Prompt Player on page 172.


Figure 75 New Team window
5. Select the Team Access category, and then select the teams that you want to
allow this team to be able to access.
For example, the quality assurance team may need access to all teams.
Quick Find. Type text that you want to find. As you type the entries
update.
Show Only Selected. Select this option to show only teams that are
selected. This is a good way to see all access that is available for the
team.
6. Select Save, and then select X to close the New Team dialog box.
You return to the Organization list and the new team appears in it. You may
need to refresh the screen to see it by pressing F5.
Modify a Team
QWA supports drag-and-drop reorganization within the Organization tree for
users whose role includes team management. Use drag-and-drop to move one or
more teams or team members to another part of the organization.
NOTE To avoid adversely affecting performance, moving

teams or team members with drag-and-drop does not cause
a complete, automatic refresh of the Organization tree.
To modify a team
1. Select Organization in the Teams tab, and then select a team.
2. Right-click the desired team, and then select Open.


Roles
3. Make changes as needed, and then select Save and X to close the dialog
box.
The team appears in the work space (see Figure 71 on page 170).
Delete a Team
Your role must include the permission to delete a team to be able to perform the
next procedure.
To delete a team
1. Select Organization in the Teams tab, and then select a team in the
Organization panel.
2. Right-click the desired team, and then select Delete.
Alternatively, select Delete from an open Team dialog box.
A confirmation message opens to verify that you want to delete the record
(team).
3. Select either:
OK to delete the team. The Organization list updates.
Cancel to keep the team.
4. Select X to close the dialog box.
Roles
A role contains a saved set of permissions that is assigned to team members
based on their job requirements. Assigning a role to each team member ensures
that all members with the same job requirements have consistent access to
features. For example, all team members in an organization typically need to have
access to few features. Supervisors typically require access to more features to
perform tasks such as performing evaluations, playing back recordings, and
performing evaluations.
Permissions
Guidelines
Add a Role
View the Roles
Assign a Role


Modify a Role
Delete a Role
Permissions
A permission is an access right that unlocks an individual function for a role. Each
role defined for your organization has a related set of permissions. The available
permissions on your system depend on the modules that your organization
licensed. Typically permissions grant the ability to read, create, update, or delete
items based on the job function. You cannot alter what the available permissions
are. For a complete list, see Permissions on page 621.
Prerequisites
You must understand how your business will use Web
Access and which permissions each role requires.
You must understand the security requirements of your

business for evaluations and recordings.
Guidelines
Use the following guidelines when defining roles.
Match the permissions assigned to each role to the team members job
descriptions as they relate to Web Access.
Give each role a meaningful name to aid in the correct assignment to team
members. In many cases, the role name can match the job title.
Add roles only when your business processes change.
CAUTION Failure to correctly define roles and assign

permissions can potentially compromise the confidentiality
of employee information.
Add a Role
You define roles to match the needs of your organization. One best practice is to
only add roles when your business processes change.


Roles
Prerequisites
To view roles, you must have a role that includes the
permission, Allow the user to view existing roles.
To create a role, you must have a role that includes the

permission, Allow the user to create new roles.
After roles are defined and assigned, team members can define criteria for
filtering data.
CAUTION Failure to correctly define roles and assign

permissions can potentially compromise the confidentiality
of employee information.
To add a role
1. Select Roles in the Teams menu.
The Roles view opens (see Figure 76).
Figure 76 Roles view
2. Select All Roles.

3. In the work space, select New.
The New Role window opens, cleared for a new role definition (see Figure 77).


Figure 77 New Role window
TIP Select All Categories to navigate to each category

without selecting Next. Use the scroll bar to navigate
through the list.
4. In the Name box in the General Information category, type a name for the
role.
5. (Optional) In the Description box, type a brief description of the role.
6. From the Categories list, select a permission category.
The associated permissions appear in the Detail area.
Alternatively, you can select Next to move to the next category.
The available permissions depend on the modules that your organization
licensed.
NOTE To use the emergency recording (bomb threat alert)

permission, the team member must also have record on
demand permissions for the Agent Monitor Console.
NOTE For the complete list of permissions, see

Permissions on page 621.


Roles
Overview Permissions
Teams Permissions
Recordings Permissions
Evaluations Permissions
Evaluation Plans Permissions
Reports Permissions
Expert Permissions
Surveys Permissions
Qfiniti Workforce Permissions
Configuration Permissions
7. To assign permissions to a role, select the check box next to each required
permission.
A check mark indicates a selected permission (see Figure 78).
Figure 78 Recordings Permissions


NOTE The Dynamic View of Recordings Targeted list

is only available for Recordings Permissions.
A check box lets you Select All Permissions. Clear it to clear all
permissions within a category.
At the top of each set of permissions is a Selected Permissions Only
check box.
Selecting it clears the list of subcategories and permissions that are
not selected.
Clear this check box to show all permissions in the category.
(Optional; Recordings Permissions) You can select an existing dynamic
view of recordings for members of a role to see by selecting from the
drop-down list of Dynamic View of Recordings Targeted. This group
presents a number of recordings to evaluate based on classification
names. They appear in the Overview panel as What Evaluations to
Perform.
Prerequisites
A dynamic view of recordings must already exist. See Create
a Dynamic View on page 256.
(Optional, for Recordings Permissions only) To use the What

Evaluations to Perform Overview panel
In the Dynamic View of Recordings Targeted drop-down list, select
the recording view to use to populate the Overview panel.
When the role is saved, recordings in the dynamic view that you
selected appear in the Overview panel that shows What Evaluations
to Perform for members of the currently selected role.
(Optional, for Recordings Permissions only) Filter and Columns button:
To select viewable filters and columns, see Restrict Access to Searchable
Fields on page 181.
8. Repeat Steps 67 for each desired permission category.
9. Select Save and then select Close [X].
The role is ready to assign to users.


Roles
Related Topics
Permissions on page 621
View Columns
Topics in this section include:
Restrict Access to Searchable Fields
Dynamic View
Restrict Access to Searchable Fields

For security purposes, you may need to restrict access to some searchable fields
for users in certain roles. By default, all permissions are available (selected), so
the task is to clear certain permissions for users in a given role.
You can specify which columns are visible in the Recordings View list, Media
Player, and CTI Viewer based on the viewable columns specified for a role. For
example, if the administrator specifies not to show the DNIS column in the role,
the DNIS column is not shown in the Recording Files view list. In the Media
Player, the DNIS column appears, but the information is blank.
When a role is configured to hide certain metadata fields, the users assigned to
that role cannot open or run dynamic views that have restricted criteria. Table 6
shows the affected components in Qfiniti Web Access.
Table 6 Affected components in Qfiniti Web Access

Affected Component QWA Comments
Recordings view list1 Yes DNIS column is visible, but data is blank.
Dynamic views list Yes Opening and running are affected.
Media Player & CTI viewer Yes Displayable columns are configurable.
Advanced Search No
1. In the Recordings view list, users first, middle, and last names are merged together and pre-
sented under the Agent column heading. This feature treats all three names as one name
when restricting any name type. That is, if you restrict access to any of them, all three check
boxes in the Viewable Filters and Columns dialog box are selected. Likewise, if you clear one
of the names, all three name check boxes are cleared. The selection state of these three col-
umns affects what users see in the Recordings view list, Media Player, and Recording Files
Dynamic View dialog box.
To restrict a users access to searchable fields for recordings

1. Select Teams > Roles, select a role, and then select Open.


2. Select the Recording Permissions category, and then select Filter and
Columns.
The Viewable Filters and Columns dialog box opens with the list of
columns that can be displayed or hidden (see Figure 79).
Selected options are visible to users in the role.
Cleared options are hidden to users in the role. Clear the check box for
any columns that you want to hide (restrict).
Figure 79 Viewable Filters and Columns dialog box
Agent Name
Call Direction
Channel Number
Classification Description
Classification Name
CTI Transactions ANI Digits
CTI Transactions DNIS Digits
Extension
Last Played By
My Date Recorded
My Date/Time Recorded


Roles
Num Holds
Num Transfers
Recording Plan Name
Recording Plan Trigger Subtype
Recording Plan Trigger Type
Recording Plan Type
Rod by Name
Screen Server Name
Server Date Recorded
Server Date/Time Recorded
Server Time Recorded
System Classification Name
Team
Team That Member Belongs To
Transaction Classification Data Value
Transaction Connection Flag
Transaction Connection ID
Transaction ID
Transaction Last Activity
Transaction Period
Transaction Played Status
Transaction Record Type
Transaction Recording Duration
Voice Server Name

3. Select OK.
You return to the Recordings Permissions category.
4. Select Save.
The window closes and the permission changes take place to the role
immediately.


NOTE In the Recordings view list, users first, middle, and

last names are merged together and presented under the
Agent column heading. This feature treats all three names
as one name when restricting any name type. That is, if you
restrict access to any of them, all three check boxes in the
Viewable Filters and Columns dialog box are selected. If
they are cleared, all three name check boxes are cleared.
Currently, the selection state of these three columns affects
what users see in the Recordings view list, Media Player,
and Recording Files Dynamic View dialog box.
Some system fields cannot be changed, such as
Transaction Date Recorded, and Transaction Time
Recorded.
Dynamic View
In QWA, if you attempt to open a dynamic view that has restricted columns
specified, a message box opens: This dynamic view cannot be opened due to
restricted access. If further assistance is needed, please contact the Web Access
Administrator.
Modify a Role
You can modify a role to match changes in your business processes. Permission
changes apply to all assigned team members immediately when you save
changes to the role, QWA does not require the team member to exit the module to
update the permissions.
If a team members feature permissions are removed, the associated parts of Web
Access become unavailable.
Prerequisites
To modify existing roles, you must have a role that includes

the permission, Allow the user to edit existing roles.
To modify a role
The Roles view opens.
3. Select the role you want to change, and then select Open.


Roles
The Role dialog box opens.

4. Change the role as needed.
For descriptions of the options, see Add a Role on page 176.
5. Select Save, and then select Close [X].
The permissions are applied immediately to the role.
Delete a Role
You can only delete roles that have no users assigned to it. Before you can delete
a role, you must select another role for each team member assigned that role.
Prerequisites
To delete a role, you must have a role that includes the

permission, Allow the user to delete existing roles.
A role must not contain any team members before you can
delete it. Reassign team members before attempting to
delete a role.
To delete a role
3. In the work space, select the role to delete, and then select Delete.
A message asks you to confirm your action. Either:
select OK to delete
IMPORTANT Error condition: If the role selected for

deletion is currently assigned to any members, the Roles
message opens, stating that the selected role cannot be
deleted. You must reassign members who have that role to
another role before you can delete the role.
select Cancel to end without deleting

The work space updates.


View the Roles

The View List tab shows a list of all defined roles, including basic attributes.
Prerequisites
To view a list of defined roles

2. Select All Roles in the View List.
The work space displays the following information for each role.
Name of the role.
Team Members is the number of team members that the role applies to.
Last Modified By is the member who last changed the role definition.
Last Modified On is the date when the role definition changed last.
To sort the list by a column

1. Select the column heading.
2. Select again to reverse the sort order.
Related Topics
Grant Permissions to Work with Access Groups on page 197
Assign a Role
Roles are assigned from within each team member profile. For more information
about defining team members, see Add a Team Member Profile on page 187.

Add a Team Member Profile
Modify a Team Member Profile
Delete a Team Member Profile


Add a Team Member Profile

The following procedure assumes that you add all the information about a new
team member profile in one pass. If this is not the case, you must add at least the
required information (marked with * in the dialog box) in the General Information
group (see Steps 13) and assign a Team Membership (see Step 6) before you
can save the profile.
To add a team member profile

2. Select an Organization, right-click a Team, and then select New Team
Member from the shortcut menu.
The New Team Member window opens (see Figure 80).
Figure 80 New Team Member windowGeneral Information
3. Complete the following information in the General Information category.

Fields marked with * are required.
First Name *
Middle Name
Last Name *
E-mail Address


Role * Select a role from the drop-down list, or select Add Role.
The process of adding a role is discussed in Add a Role on page 176.
Upon saving the new role it is added to the drop-down list of available
roles here.
Login Type. Select from Qfiniti or Windows.
Login ID *
Password
Confirm Password type the password again.
NOTE Qfiniti automatically assigns an ID number

when you save the profile.
4. Select the Licensing category, and then complete the following items.
NOTE A table at the bottom of the window shows the

Total Licenses and Available Licenses for each licensed
Qfiniti module.
Allow Evaluations to be performed on this team member.

Allow learning to be assigned to this team member.
Allow Interaction Control Element (ICE) to be assigned to this team
member.
Allow Screen Recordings to be performed on this team member.
Allow Voice Recordings to be performed on this team member.
Allow Desktop Monitoring to be performed on this team member.
Qfiniti Optimize performs desktop monitoring activity. When you enable
this option and agents log in to their PCs, the ICE client starts to monitor
their desktop activity.
Allow Workflow Monitoring to be performed on this team member.
Allow Workforce Management to be performed on this team member.
5. Select the Team Access category, and then select teams to grant access to
this team member.
6. Select Team Memberships, and then select one or more teams to assign this
team member to.
7. Select Team Supervision, and then select teams to assign to this (team
member as) a supervisor.


8. Select the Classifications category, and then select the classifications to

assign to this team member.
See Team Member Classifications on page 192 for information on assigning
and using classifications.
9. Select the Aliases category, and then define one or more aliases for this team
member (see Figure 81).
Figure 81 New Team Member dialog boxAliases
a. Select Add (+).

The Alias Detail dialog box opens (see Figure 82).
Figure 82 Alias Detail dialog box
The other choices are Edit (Pencil), or Delete ().

b. In the Alias Detail dialog box, select an alias Type:
Windows Login


or another user-assigned alias

and then type a Value.
NOTE One alias must have the Default Alias option

selected.
c. Select whether this alias is the Default Alias.

d. To add another alias select Add, and repeat this procedure.
To finish adding aliases, select OK.
10. (Optional) Select the Additional Information category to add more
information for this team member.
Home telephone number
Work telephone number
Mobile telephone number
Pager telephone number
Tested on (date)
NOTE For dates, use mm, dd, and yyyy for the month,
day, and year elements in your regional format.
Hired on (date)
Terminated on (date)
Comment
11. Select the desired options at the top of the Team Member dialog box.
Active. Only active users appear in the Organization tree and view list
unless the logged-in user has View Inactive Members selected.
Enabled option controls whether the user is allowed to log in to QWA.
Locked. Clear to unlock a profile.
View Inactive Members controls whether the user can view inactive
users.
Change Password at Login forces the team member to change the
password at next login.


NOTE A good use of this option is to force the

password change from the default password for new
team members.
12. Select Save.

The ID is assigned to the team member in the General Information category,
and the new team member is added to the assigned views.
13. Close the team member profile window.
Modify a Team Member Profile

A commonly needed function is to change one or more options at the top of the
Team Member Profile dialog box (see Step 10 in the previous procedure).
To modify a team member profile

2. Select a View or an Organization.
The members appear in the work space (see Figure 80 on page 187).
3. Select a member, select Open (or double-click the member), and then follow
the Add a Team Member Profile on page 187 procedure (starting with Step 3)
to make changes as needed.
Delete a Team Member Profile
To delete a team member profile

2. Select either a View or an Organization.
The members appear in the work space (see Figure 80).
3. Select a member, select Delete.
Alternatively, select Delete after opening the member profile.
4. At the confirmation prompt, select either:
Yes to complete the deletion
No to keep the team member



A team member classification is a retrieval aid that you can apply to team
members. For example, you may want to classify team members for use in
evaluation reporting which shift they work or by an indication of experience (such
as their length of employment from a batch hiring date).
Add, Modify, and Delete a Team Member Classification

The procedures for adding, modifying, and deleting classifications is common
among Teams, Recordings, and Evaluations.
Related Topics
Classify Team Members, Recordings, or Evaluations on page 491
Define a Classification on page 493

Modify a Classification on page 501
Delete a Classification on page 502
View the Classifications on page 504

When you import team members from a file, all members are assigned to the
same Qfiniti role and one or more teams that you select. There are other options
when you import existing team members. You must select Publish before saving
the schedule for it to run.
As on other pages, in the Views panel, you can add a new view (Basic or
Dynamic, edit a view, refresh, delete a view, or share a view.
If you attempt to leave the Team Member Import Schedule dialog box without
saving, a confirmation message open.
Add a Team Member Import Schedule
Modify a Team Member Import Schedule
Delete a Team Member Import Schedule


Add a Team Member Import Schedule
To add a team member import schedule

1. Select Team Member Imports from the Teams tab.
2. Select a view and then select New.
The Team Member Imports dialog box opens (see Figure 83).
Figure 83 Team Member Imports dialog box
3. In the General Information group, type a Name and an optional Description.

4. In the File Mapping group, either:
type a Data File name
browse to the data file location, select it and select Open.
5. If a desired Data Map exists, select it from the drop-down list.
Otherwise, select Add.
a. In the Add User Data dialog box, type a Name and optional Description
in the General Information group, and then select Match Data By either:
Alias, select an alias type from the drop down list


Name (see Figure 84)

b. In the Input File group,
select either Use file for source columns or Use column count for
source columns from the drop-down list
In the File Name text box, either type the file name, including the UNC
path, or select Browse, locate the file, select the file, and then select
Open.
Type a Delimiter in the text box.
(Optional) Select Has Header Row if one exists in the file.
Select Apply to Column Mapping.
Figure 84 User Data dialog box
c. In the Column Mapping group, you map the input data to the Qfiniti
database fields. Based on the input data, you tell the importer where to
find the data, what format the data uses, and where to put the data.
d. Select Save.
You return to the Team Member Imports dialog box.
6. In the Record Handling group, select either:
Add new records only. This option only imports records for new Qfiniti
team members.


Update existing records only. This option only imports updated

information for existing Qfiniti team members.
Import all records. This option updates existing team member and new
team member information to the Qfiniti system.
7. In the Licensing group, select the licenses to assign to the imported team
members.
A table shows the Total Licenses and Available Licenses for each Qfiniti
product or module.
8. In the Role and Team group, select a Role from the drop-down list and select
one or more Teams to assign all imported team members to.
9. Select from the following options:
When updating an existing team member:
Set the role
Do not modify the role
Team membership
Add the team member to the selected teams
Move the team member to the selected teams
Do not modify the team membership
10. In the Classifications group, select one or more classifications to assign to
imported team members.
11. In the Scheduling group,
Select a System from the drop-down list
Select when the event is to occur: Never, Once, Hourly, Daily, Weekly,
Monthly. All options except Never have additional options to select.
select a Starting Time and Date, and when required, select an Ending
Time and Date.
12. In the History group, you can see the results of imports after the team
member import schedule runs. A table shows the Status, Date, and Message.
13. (Optional) Select Publish to allow the schedule to run.
14. Select Save.
If required information is missing when you attempt to save, a message
appears at the top of the dialog box. Review each group, looking for options
highlighted in red. A tooltip message appears when you hover the cursor over
the affected option (see Figure 85).


Figure 85 Team Member Import dialog boxmissing data
Modify a Team Member Import Schedule
To change a team member import schedule

2. Select a view and a schedule, and then select Open.
The Team Member Imports dialog box opens (see Figure 83 on page 193).
3. Make changes as desired.
The options are described in the previous procedure, beginning on page 193.
4. In the History group, you can see the results of imports after the team
member import schedule runs. A table shows the Status, Date, and Message.
5. (Optional) Select Publish to allow the schedule to run.
6. Select Save.
Delete a Team Member Import Schedule

If you attempt to leave the Team Member Import Schedule dialog box without
saving, a confirmation message open.
To delete a team member import schedule



Access Groups
2. Select a view and a schedule, and then select Delete.
Access Groups
Qfiniti Web Access uses access groups to control which groups of recordings
team members can access based on the metadata associated with the call
recordings, not just call recordings for agents associated with the teams they are
allowed to see using Team Access.
If you select Enforce Team Security, Team Access is added to the results of
your recording filter.
If you clear Enforce Team Security, the Team Access limitation imposed by
Qfiniti's standard security model is removed, leaving just the results of the
recording filter.
Grant Permissions to Work with Access Groups
Add a New Access Group
View the Access Groups
Modify an Access Group
Delete an Access Group
Grant Permissions to Work with Access Groups

The QWA administrator sets up role permissions for access groups in the Teams
> Roles page (see Roles on page 175).
Prerequisites
To work with Qfiniti Web Access settings, your role must contain
the appropriate permissions (defined in the Teams > Roles
page).
Refer to the Permissions appendix in the HP Qfiniti 10 User
Guide for a complete list of permissions.
Allow the user to create new access groups.
Allow the user to delete existing access groups.
Allow the user to edit existing access groups.
Allow the user to view existing access groups.


To grant permissions for access groups

1. Select the Teams tab, and then select Roles.
2. Select All Roles, select a Role, and then select Open (see Figure 76 on
page 177).
3. Select Teams Permissions, and then select the desired permissions in the
Access Groups section.
An option at the bottom of the window lets you Select All Permissions by
selecting it.
4. Select Save.
The role updates immediately.
Add a New Access Group

Access Groups allow Qfiniti users to access recordings based on the metadata
associated with the recordings, not just the recordings for agents associated with
the teams they are allowed to see using Team Access.
The topics in this section include:
Add an Access Group
Create a Recordings Filter
Modify a Recordings Filter
Delete a Recordings Filter
Add an Access Group
To create an access group

1. Select Access Groups in the Teams tab.
2. In the Access Groups work space, select New.
The Access Group window opens (see Figure 86).


Access Groups
Figure 86 Access Group window
3. In the Access Group window, type, and then select the following options in the
General Information category.
Name
(Optional) Description
(Optional) Upload New Logo. Either type the path and file name, or select
Browse... to find and upload a logo for the access group. The logo
appears in the upper-left corner of each page (not dialog boxes). Each
access group can have a logo.
4. Select Recordings Filter, and either select an existing Recordings Filter or
create a new one.
To create a recordings filter, select Add (+).
The New View dialog box opens (see Figure 87).


Figure 87 Add Filter for recordings
5. (Optional) In the Recordings Filter category, select Enforce Team Security.
When you select Enforce Team Security, this

option adds Team Access to the results of your
recording filter.
When you clear Enforce Team Security, the Team
Access limitation imposed by Qfiniti's standard
security model is removed, leaving just the results of
the recording filter.
An access group with this option selected is restricted to viewing only the
recordings that the team can access under the Teams feature. Also see the
procedure to Create a Recordings Filter on page 203.
Examples:
Agent is not in an access group. Team security applies normally.
Agent is in a single access group with Enforce Team Security
selected. The team member sees the recordings that match the criteria of the
access group filter and the team security (and, whatever View the team
member has selected). The team members see all recordings for the agents
who are associated with the team that the user has Team Access to.
For example, a team member has Team Access to a team called Support
Team and has access group filter of DNIS = 5558881234 assigned. The
team member can see recordings where the DNIS = 5558881234 and where
the team member is in Support Team. If the team member selects a view of
Today's Recordings, the team member sees recordings that meet both of the
previous criteria and where the date is today.
Agent is in a single access group and Enforce Team Security is
cleared. The team member sees recordings that match the criteria of the
access group recordings filter without regard to team security. For example, a
team member has the access group filter of DNIS = 5558881234. The
team member can see any recordings where the DNIS = 5558881234 without


Access Groups
regard to which team member took the call. If the team member selects a view
of Today's Recordings, the team member sees recordings that meet both of
the previous criteria and where the date is today. The user sees any recording
where the selection criteria is met regardless of Team Access.
Agent is in two or more access groups, all of which have Enforce Team
Security cleared. The team member sees recordings that match the criteria
of any of the access group filters. For example: A team member is in two
access groups set up as:
Access Group 1 - filter of DNIS = 5558881234
Access Group 2 - filter of Classification Name = Important.
The team member can see recordings that match either DNIS = 5558881234
OR Classification Name = Important.
NOTE OR (in the Boolean sense) means that at least one

of the conditions is met.
If the team member selects a view of Today's Recordings, the team member
sees recordings that meet either of the previous criteria and where the date is
today.
Agent is in two or more access groups, and one or more access groups
has Enforce Team Security selected. The team member sees recordings
that match the criteria of any of the selected access group filters, and the
normal team security. That is, if any access group has a secure filter, for that
team member all access groups are treated as secure. For example, a team
member has Team Access to the Support Team and the team member is in
two access groups set up as:
Access Group 1 - filter of DNIS = 5558881234
Access Group 2 - filter of Classification Name = Important
The team member can see recordings where the team member is in the
Support Team AND where the recording matches either DNIS = 5558881234
OR Classification Name = Important.
IMPORTANT If any Access Group has Enforce Team

Security enabled, then any Access Group assigned to the
user should use Team Access.
HP recommends not to associated a user with multiple
Access Groups.


If the team member selects a view of Today's Recordings, then the team
member can see recordings that meet the following criteria.
The team member is in the Support Team
AND any of (DNIS = 5558881234 OR Classification Name =
Important)
AND the date is today
6. Select the Users category or select Next.
In this category, you assign the present access group to selected team
members or teams (see Figure 88).
Figure 88 Access Group windowUsers
Select teams and users to assign to the current access group to those
users.
To see the Selected Names Only, select the check box.
7. Select Save.
The Access Group dialog box closes.
NOTE If you attempt to add an access group with a name

that already exists, a message in the Access Group dialog
box informs you of an error saving the access group
(because the name already exists). Change the name, and
then select Save again.
8. To refresh the work space, either press F5, or right-click, and then select
Refresh in the View menu.


Access Groups
Create a Recordings Filter
To create a recordings filter

1. From the Access Group detail window, select Add (+) in the Recordings
Filter group.
The View Name dialog box opens to show details of a recordings filter (see
Figure 87 on page 200).
2. Type a View Name, and then select:
Criterion
Comparison operator
Criterion text or selection
3. To add additional criteria, select Add (+), and then select:
Boolean operator with and optional grouping element
Criterion
Comparison operator
Criterion text
You can repeat this step to add more criteria. This limits the search further,
resulting in fewer retrieved recordings.
4. To delete a criterion group, select Remove ().
A confirmation message opens to give you the opportunity to confirm (OK) or
Cancel the removal.
5. Select Save to save the recording filter view and return to the Access Group
detail window.
6. Select Save to save the Access Group detail window.
You return to the View List.
7. To refresh the work space, right-click the Views list, and then select Refresh
(or press F5).
Modify a Recordings Filter
To modify a recordings filter

1. From the Access Group detail window, select Add (+) (see Figure 86 on
page 199).
The Recordings Filter detail window opens (see Figure 88 on page 203).


2. To add additional criteria, see Step 3 in Create a Recordings Filter on

page 203.
3. To delete criteria, select Remove ().
Cancel the removal.
4. When you finish making changes, select Save to return to the Access Group
detail window.
5. Select Save to return to the Access Groups page.
(or press F5).
Delete a Recordings Filter
To delete a recordings filter

1. From the Access Group detail window, select a Recordings Filter from the
drop-down list.
2. Select Remove () (see Figure 86 on page 199).
Cancel the deletion.
3. To delete the filter, select OK. To keep the filter, select Cancel.
You return to the Access Groups page.
(or press F5).
View the Access Groups
To view a list of access groups

1. On the left panel, select Access Groups under Teams.
The Access Groups page opens (see Figure 89).


Access Groups
Figure 89 Access Groups View
2. In the Views panel, select a view to display in the work space.
NOTE After you add or change an access group, preform

this procedure to refresh the work space.
(or press F5).
Modify an Access Group
To modify an access group

1. Select Access Groups in the Teams View List.
2. In the work space of the Access Groups page, select an access group that
you want to change, and then select Open.
3. Make changes as needed in the Access Group detail window (see Figure 86
on page 199).
4. Select Save.
(or press F5).
Delete an Access Group
To delete an access group

1. Select Access Groups in the Teams View List.
2. In the work space of the Access Groups page, select an access group that
you want to delete.


Alternatively, delete an open Access Group by selecting Delete.

3. Select Delete.
A confirmation message opens (see Figure 90).
Figure 90 Delete confirmation message
4. To delete the filter, select Yes. Otherwise, to keep it, select No.
(or press F5).
Alerts
You can set up alerts to notify team members, supervisors, or evaluators of events
occurring around scorecards and surveys.
With this feature, supervisors can monitor employee performance by receiving an
alert when a specific evaluator completes a scorecard.
Alerts in QWA are of two types:
Scorecard Alert
Survey Alert
The procedures for adding, modifying, and deleting an alert are the same for both
types of alerts. The differences in choices are shown within the steps.
Add an Alert
Modify an Alert
Delete an Alert


Alerts
Add an Alert
You can have QWA send an alert to notify the team member or supervisor of a
scorecard or survey upon completion.
To add an alert
1. Select New in the Teams > Alerts page, and then select the type of alert:
Scorecard Alert or Survey Alert.
The Alert window opens to the General Information category (see Figure 91).
Figure 91 Alert windowGeneral Information & Criteria categories
2. Type a Name for the alert, and type an optional Description.

3. To make the alert active, select Enabled.
4. Select the Criteria category (see Figure 92).
Figure 92 Criteria category
a. Select from the available options.
NOTE The available options vary by the type of alert.


Scorecard alert
Evaluator Name is the name of the team member responsible for
completing the evaluation scorecard. When you select this option, you
must type the evaluators name in the text field.
This field supports AutoFill. As you start to type the name, QWA finds
all occurrences of that text in the database and puts them in a
drop-down list with the complete names. Then you can select a name.
Evaluation Acknowledged. An alert is sent only when the evaluation
scorecard is acknowledged.
Evaluation Form Score is the overall score of the evaluation
scorecard.
Evaluation Published. An alert is sent only when an evaluation of the
specified form is published.
Performance Area Score is the score for a specific evaluation
performance area.
Question Score is the score on a specific evaluation question.
Survey is attached to evaluation.
The remaining criteria selections change based on which of the first

criteria you select (see Table 7).
Table 7 Scorecard Alert Criteria

Criteria Select Additional Criteria Operator Value
Evaluation Form Score <Evaluation_Form_Name> =, <, >, <=, >= <value>
Performance Area Score <Performance_Area_Name =, <, >, <=, >= <value>

>
Question Score <Question_Name> =, <, >, <=, >= <value>
Evaluation Acknowledged <Evaluation_Form_Name> N/A N/A


Alerts
Table 7 Scorecard Alert Criteria (continued)

Evaluation Published <Evaluation_Form_Name> N/A N/A
Evaluator Name (Type the name. Autofill N/A N/A

applies.)
Survey Attached to The drop-down list shows a list N/A N/A

Evaluation of Evaluation Forms.
Type the Evaluation form
name in the second box.
This option generates an alert
when a survey is attached to a
recording, and that recording
is evaluated, and that
evaluation is attached to the
recording.
The Survey alert criteria appear in Table 8.
Table 8 Survey Alert Criteria

Survey Question Score <Survey_Question_Name> =, <, >, <=, >=, <> <value>
Survey Template Score <Survey_Template_Name> =, <, >, <=, >=, <> <value>
Survey Template Status <Survey_Template_Name> = Completed/Aborted
Survey DNIS n/a Contains, =, Starts <survey_trigger_

with DNIS>
b. Select an item name, select a comparison operator, and type a value.

c. (Optional) Add an additional criterion group by selecting Add (+), select a
Boolean operator (and optional grouping element), and repeating the
previous step.
d. (Optional) Delete a criterion group by selecting Remove (trash can icon)
and confirming the request.
5. Select the Subscription category, select the type of subscribers to receive the
alert, and then type their e-mail addresses, separated with a semicolon (;)
(see Figure 93).


Send alert to Team Member. Select the check box. There is no need to
type an e-mail address. The address is pulled from the agent's Qfiniti
profile definition.
Send alert to Team Member Supervisors. Select the check-box. There
is no need to type an e-mail address. The address is pulled from the
teams supervisors Qfiniti profile.
Send alert to Evaluator. Select the check box. There is no need to type
an e-mail address. The address is pulled from the evaluators Qfiniti profile
definition.
Figure 93 AlertSubscription category
6. Select the Notification Details category, select a title from the drop-down list
at the top of the category, and then type (see Figure 94):
Figure 94 AlertNotification Details category
From Name (text)

From E-mail (address)
Subject of the message. When an evaluation scorecard is modified and
re-published, the word Revised is added to the subject line of the alert.
The alert is being sent more than once because the evaluation was
modified and then republished after the first alert was sent.


Alerts
For the second, and subsequent times the alert is sent, the word Revised
is inserted into the subject line so the recipients know that this alert has
already been send at least one previous time.
Message Body (text) When you define the Notification Details for an
Evaluation Notification, you can use variables to build the Subject line and
the Message Body. This feature works similar to mail-merge in word
processing systems.
Type text in the fields, and then place the cursor where you want to insert a
variable, and select a variable from the drop-down list. Select Insert Field
to insert the variable into the text box. The available variables are:
Agent Name is the name of the evaluated team member.
Evaluation Date is the date the scorecard was completed.
Evaluation Form Name is the name of the evaluation template used
for the scorecard.
Evaluation Title is the name of the scorecard.
Evaluator Name is the name of the team member responsible for
completing the evaluation scorecard.
Last Modified On shows the last date the scorecard changed.
Quality Score Percentage. If selected, the evaluation score appears
as a percentage.
Quality Score Raw. If selected, the evaluation score appears as a raw
score.
Review Start Date. The Start date the scorecard is available for
review.
Review End Date. The End date the scorecard is available for review.
The variable name appears within double-square brackets, like this:
[[AGENT NAME]]. Each alert of this model that is sent has the custom
information included.
Select one of the options.
No Link: The e-mail message does not include a link to the interaction
(scorecard or survey).
Include link to Qfiniti Web Access: The e-mail message includes a
link to the interaction (scorecard or survey).
7. Select the Team Assignment category, and then select one or more teams to
assign the alert to (see Figure 95).


Figure 95 AlertTeam Assignment category
8. Select Save.
The alert appears in the Views list.
(or press F5).
When triggered, the alert is sent to the identified Subscribers by e-mail.
Modify an Alert
To modify an alert
1. Select Alerts in the Teams View List.
2. In the work space of the Alerts page, select an alert, and then select Open.
Alternatively, select an Alert, and then select Open.
3. Make changes as desired.
See Add an Alert on page 207 for descriptions of options.
(or press F5).


Alerts
Delete an Alert
To delete an alert
1. Select Alerts in the Teams View List.
2. In the work space of the Alerts page, select an alert, and then select Delete.
Alternatively, open an Alert, and then select Delete.
A confirmation message opens (see Figure 90 on page 206).
3. To delete the filter, select OK. Otherwise, to keep it, select Cancel.
(or press F5).




CHAPTER 8
Set up Recording Schedules

Rather than randomly recording calls, Qfiniti Web Access uses recording
schedules to automate the process of recording calls by defining the times to
record calls. Recording schedules also let you define specific criteria to trigger the
recordings, such as the phone number of the incoming call (ANI), the number
dialed by the customer (DNIS), call data, or UUData.
NOTE Administrator: Refer to the Qfiniti Administration

Guide for the UUDataScript INI Files section in the
Administration and Configuration chapter.
Web Access loads the recording schedules in a priority sequence that ensures
that recordings occur as efficiently as possible. Additionally, Web Access
disperses recordings for each recording schedule to meet your recording goals. It
selects calls based on several values that include specific voice and screen
triggers.


Chapter 8 Set up Recording Schedules
Prerequisites
Virtual Recording Machines (VRM). For recording plans
that include voice recording, you must select a VRM. You
can define VRMs using the SysConfig utility.
System Components. You must define and configure the

necessary system components.
Recording Templates. Based on the type of recording

(voice-only, screen-only, or voice-and-screen), each
recording schedule requires a voice template or a screen
template.
Team Members. You can define recording schedules

globally, for teams, or for individual team members. In all
cases, team members must be defined in your system.
Classifications. If the recording schedule applies

classifications to recordings, you must define the
classifications before recording.
Workforce Management Data. If your organization uses

workforce management data, the data must be present in
the Web Access database. If the required workforce
management data is missing, Web Access does not
schedule recordings.

WFM Import
Recording Schedules
Recording Triggers
WFM Import
The Workforce Management (WFM) Import feature allows you to import the
WFM-based, Agent Check-in Report so that Qfiniti knows when team members
are assigned to be on the phone. This information is valuable to Qfiniti when it
attempts to record calls randomly.


WFM Import
When Qfiniti knows when team members are assigned to be on the phone, its
random recording algorithms can accurately predict (and thus, schedule) the
random events over time. Because this feature only imports the team members
schedules to optimize recording, (and not the user or team) it is in the Recordings
tab.
To import WFM
1. From the Recordings tab, select WFM Imports.
The WFM Imports view opens with All WFM view selected (see Figure 96).
Figure 96 WFM Imports view
2. Select New.
The New WFM Import dialog box opens with the General Information
category open (see Figure 97).
Figure 97 New WFM Import dialog box
3. In the General Information category, type a Name and an optional

Description.
4. Select the File Mapping category, type a Data File name, and then in the
Data Map drop-down list, select an item.


In the Data Map item, you can alternatively select Add [+] to open the User
Data dialog box (see Figure 98).
Figure 98 User Data dialog box
a. In the User Data dialog box 2, type a Name and an optional Description
(see Figure 99).


WFM Import
Figure 99 User Data dialog box 2
b. In the Match Data By group, select either:

Alias and an alias from the drop-down list
Name
c. In the Column Mapping group (upper-right), select either:
Use template for source column
Select a Template from the drop-down list.
Use file for source columns if you have a delimited file such as CSV.
Type a File Name in the text box, or select Browse to locate the file.
Type a Delimiter character in the text box.
Select Has Header Row, if applicable.
Select Apply to Column Mapping.
Use column count for source columns
Type or select Column Count.
Type a Delimiter character in the text box.
Select Apply to Column Mapping. The Column Mapping group
opens.


For each column, select Import (Yes/No), Type Format, and a

Destination.
d. Select Save.
The User Data dialog box 2 closes and you return to the File Mapping
Group.
5. In the Record Handling category, select one of the options (see Figure 100):
Add new records onlyonly import records for new Qfiniti team
members
Update existing records onlyonly import updated information that
matches existing Qfiniti team members
Import all recordsupdate existing team member information and add
new team member information to the Qfiniti system
Figure 100 WFM ImportRecord Handling & Date Range
6. In the Date Range category, select either:

Use All Date Information Available
Use Date Range, and type or select inclusive From and To dates.
7. In the Scheduling category, select (see Figure 101):
a. System from the drop-down list
b. Event occurs (interval: Never, Once, Hourly, Daily, Monthly)
c. Recur Every (number of periods)


WFM Import
d. Starting on (date & time)

e. Ending on (date & time)
Figure 101 WFM ImportScheduling
8. After the schedule runs, you can open the WFM Import plan and select
History to see Status, Date, and any Messages.
9. Select Publish to make the schedule available to run.
10. Select Save.
If any required information is missing, a message appears at the top of the
dialog box.


Recording Schedules
By using recording schedules, you can create plans to automatically record or not
record calls based on various criteria.
Qfiniti Observe supports full-time screen recording through a bulk screen (QA)
recording schedule. This means that Qfiniti creates a screen recording for each of
the voice recording it creates.
While each type of recording schedule has some common categories, each of
which requires distinctive data (see Table 9). The Team Member schedule has all
the categories.
Table 9 Recording schedule categories

Recording Schedule
Team Do Not
Category System Global Member Record Mute
General Information Yes Yes Yes Yes Yes
Schedule Criteria Yes Yes Yes Yes
Recording Parameters Yes Yes Yes
Teams and Members Yes Yes Yes
Triggers Yes Yes Yes Yes
Notifications Yes Yes
Classifications Yes Yes
Randomization Times Yes
The System Recording Schedules are provided by default. You can modify their
category settings for General Information and Recording Parameters.
Agent Record on Demand: voice, screen, or voice and screen
Continuous Record: voice
Follow On Transfer ROD: voice, or voice and screen
Super[visor] Live Monitor: : voice, screen, or voice and screen
Super[visor] Record on Demand: voice, screen, or voice and screen


Recording Schedules
Since the schedules have categories in common, one procedure describes the
creation of each type of schedule. When a step does not apply to all schedules, it
specifies which schedules it does not apply to.
Global recording schedules support unlimited recordings, which means that
the schedules can record an unlimited number of recordings within a specific
time frame.
Any subteams included in a team also have the teams global recording
schedule applied to them.
Observe can only load one Global Recording Schedule per Qfiniti Member
(agent) at a time. If a team member has multiple Global Recording Schedules
defined, Observe determines which schedule to load and run. This also
applies to Team Member schedules.
NOTE Global recording schedules do not function on a

logging-based solution using either station-side, trunk-side,
or VoIP logging configurations.
Team member schedules apply either to a team member or to an entire

team. Observe can load one Team Member Recording Schedule per team
member (agent) at a time. If a Team Member has multiple Team Member
Recording Schedule defined, Observe determines which schedule to load and
run. This also applies to Global Schedules that have assigned users. These
schedules are also treated as Team Member Recording Schedules.
Do-not-record (DNR) schedules can apply globally, to a team, or to a team
member.
Mute schedules record calls and mute either or both of the audio channels.
IMPORTANT Before defining a mute recording schedule,

contact the Qfiniti Administrator to determine which party
(caller or team member) is on the left and right audio
channels.
The work space for Recording schedules contains the following columns.
Name (of schedule)
Published: Yes, No
Status: Active, Completed
Plan Type: Do Not Record, Global, Mute, (System with predefined names),
Team Member


Recording Type: Voice, Screen, Voice and Screen

Owner
Start Date
End Date
Start Time
End Time
Last Modified by (date)
Last Modified on (date)
Count of Associated Recordings
Total Number of Recordings
Maximum Daily Recordings
Current Iteration

Create a Recording Schedule
Modify a System Recording Schedule
Modify a Recording Schedule
Delete a Recording Schedule
Create a Recording Schedule

For a logging system with Team Member Recording Schedules, the only available
trigger is voice.
To define a recording schedule

1. From the Recordings header, select Recording Schedules.
The Schedules view opens (see Figure 102).


Recording Schedules
Figure 102 Recording Schedules
2. Select the New and select the type of Schedule:

Global Recording Schedule
Team Member Recording Schedule
Do Not Record Schedule
Mute Record Schedule
The New Recording Schedule dialog box opens. The available categories vary
by the type of schedule you selected (see Figure 103).


Figure 103 Recording ScheduleGeneral Information and Schedule Criteria
a. In the Name box, type a name for the schedule.

b. (Optional) In the Description box, type a brief description of the schedule.
c. From the This schedule will record list, select what type of recording to
make.
Exception: The Do Not Record Schedule specifies which type of
recordings to block.
Voice
Screen and Voice - QA
Screen and Voice - Logging
Voice and ScreenMulti-System Logging. When you define a Team
Member Recording schedule or a Global Recording schedule, an


Recording Schedules
option allows you to specify whether the recording schedule applies to

one or more Observe systems.
d. Use the following VRM (select one).
e. Select a method to Initiate Recordings (start recordings).
Voice Trigger
Screen Trigger
No trigger required
3. In the Schedule Criteria group, in the Begin this schedule on box, type or
select a date (from the calendar) for the schedule to start.
NOTE Date and time formats are controlled by regional

settings. Use mm, dd, yyyy, and hh, mm, ss within those
formats.
a. Under Its duration will be, select an option and type a number for one of
the time periods.
Days
Weeks
Months
b. Under Obtain (or Blockfor DNR schedules only) recordings from,
select one of the following options.
Any time of the day. Calls are obtained (or blocked) at all times during
the day.
At the specified time. Calls are obtained (or blocked) during the
specific time period. Select the start (left time box) and end (right time
box) times.

formats.
c. Select the time information:

Disperse recordings equally over the duration of the schedule
Record immediately when all criteria are met.
d. In the This plan should repeat box, type the number of times you want
the schedule to repeat.


To run the schedule only one time (that is, no repetitions), select 0.
4. (Use for Global and Team Member schedules) In the Recording Parameters
category, select options from (see Figure 104):
Figure 104 Recording ScheduleRecording Parameters
By default, the Unlimited number of recordings check box is clear. If you

select it, the Disperse recordings equally over the duration of the
schedule option (in the Schedule Criteria category) is not available and
Record immediately when all criteria is met is automatically selected.
In the Total number of recordings to obtain box, type the number of
recordings to obtain. (Range: 19999 for Team Member and Global
schedules with the Unlimited Recordings option clear.)
In the Maximum recordings to obtain daily box, type the number of
recordings this schedule can make in one day. (Range: 19999 for Team
Member and Global schedules with the Unlimited Recordings option
clear.)
In the Minimum recording length box, type the shortest duration of time
in seconds a recording can be.
In the Maximum recording length box, type the longest duration of time
in minutes a recording can be.
In the Screen wrap-up length box, type how many seconds for the
screen recording to continue after a call ends.
In the Maximum calls to record in a row box, type the number of calls in
a row that a schedule can use.


Recording Schedules
NOTE In cases where if the recording reaches the

maximum recording time, it is considered to be invalid,
just as when recordings are shorter than the minimum
recording time. You can select to keep or to delete such
recordings as necessary.
The System scheduleContinuous Record Plan has a
check box for Disregard voice file if maximum record
length is reached. When selected, calls that exceed
the maximum recording length are not saved.
5. (Skip for Global schedulesthe category is not available; use for all others)
Select the Teams and Members category (see Figure 105).
Figure 105 Recording ScheduleTeams and Members, and Triggers
a. Select an Owner (required), Voice Alias Type (Use Default), and Screen
Alias Type (Use Default, Windows Login, or Agent Monitor Login) from the
drop-down lists.
If you do not select voice and screen alias types, Web Access uses the
default types.
b. Select a Team to include in the schedule from the Organization tree or
type a name in the Quick Find text box.


c. Select a Schedule Type: Team or Member.

d. (Optional) Select View Team Members to select individual team members
for the schedule.
e. (Optional) Select the Include check box by one or more team members to
include them in the schedule. For Do-Not-Record schedules, include
members that you do not want to record. Select OK.
6. In the Triggers category, define one or more triggers for the schedule. To
define triggers, see Recording Triggers on page 237.
a. (Optional) Require all trigger criteria to start recording check box
b. (Optional) To Use Advanced Trigger Expression, select the check box.
For a description of usage, see:
Add a Trigger to a Recording Schedule on page 238
Use an Advanced Trigger Expression on page 241
NOTE The Advanced Trigger Expression is available for

DNR, Global, and User recording schedules that use voice
triggers only.
The option is not available for plans that use screen triggers.
7. (Use for Global and Team Member schedules) In the Notifications category,
select Add [+], and then select the text box and type a valid e-mail address
(see Figure 106).
You can repeat this step to add more addresses.


Recording Schedules
Figure 106 Recording SchedulesNotifications and Classification categories
8. (Use for Global and Team Member schedules) In the Classification category,
select classifications to apply to recordings in the schedule.
a. To add a new classification, select New Classification, and then type a
Name (required) and an optional Description.
b. Select a Style (required):
Standard (see Figure 107)


Figure 107 Global Recording ScheduleNew Classification dialog box

Standard
User-Defined. Choose whether to include an input mask (check box).

If you use the input mask, type the mask and test the input. If you do
not use the input mask, there is nothing to type (see Figure 108).
Figure 108 Global Recording ScheduleNew Classification dialog box
User-Defined
Predefined. Add a value by selecting Add (+), type a value in the

Name text box, and then select Add to continue adding values, or
select OK to end (see Figure 109). Alternatively, select Cancel to close
the List Value dialog box without adding a value.
Figure 109 Global Recording ScheduleNew Classification dialog boxList
Value


Recording Schedules
9. (Use only for Team Member schedules; skip for all others) In the
Randomization Times category:
NOTE You either use User Workforce Management

with Time Padding, or you create your own Time
Intervals for random recording times.
If you select Use Workforce Management (that is,
you are importing WFM Agent-Check-in Reports
through WFM Imports), only the Time Padding
options are available.
If the User Workforce Management option is
cleared, you can simulate the WFM input by creating
time slots when team members are scheduled to be
on the phones by adding Time Intervals.
a. Select whether to Use Workforce Management with the check box

selection (see Figure 110).
If you select to Use Workforce Management, the Time Padding
controls become available.
Figure 110 Recording SchedulesRandomization Times category
Select Time Padding (in minutes) at the Start and End to compensate
for small discrepancies in time between the various systems such as
ACD, Qfiniti, and WFM.
For example, if the team member is scheduled to be on the phone
between 10:00 a.m. (10:00) and noon (12:00), you can pad the start
time by a few minutes so that Qfiniti does not look for them at exactly
10:00 a.m. (10:00).


If you select not to Use Workforce Management, the Time Padding

controls become unavailable.
To add a time interval, select Add [+].
The Add Time Interval dialog box opens (see Figure 111).
Figure 111 Add Time Interval dialog box
Select Start and End times in the Between group.

Select Add to add another interval after adding the current one.
Select OK to add the current interval and close the dialog box.
Select Cancel to close the dialog box without saving.
10. Select the Publish check box to enable the schedule to run.
NOTE You can save the schedule without enabling it to run

by leaving the Publish check box clear.
On the View List of the Do-Not-Record Schedules, if the
Published status is No, the schedule does not run.
11. Select Save.
Modify a System Recording Schedule

System recording schedules are predefined and cannot be deleted. They can
record an unlimited number of recordings. You can make some changes to
parameters that become the default values for the Qfiniti platform. They are
always in the Published state.
Any subteams included in a team also have the teams global recording schedule
applied to them.
To modify a system recording schedule

1. From the Recordings tab, select Recording Schedules.
The Recording Schedules View List opens.
2. Select an existing System Recording Schedule (see Figure 112).


Recording Schedules
Figure 112 System Recording ScheduleGeneral Information
Name text box is not editable.

(Optional) In the Description box, type a brief description of the schedule.
This schedule will record list is not editable.
Voice
Voice and ScreenQA
Voice and ScreenLogging
VRM selection is not editable.
Initiate recordings by: is not editable
3. Select the Recording Parameters category (see Figure 113).
Figure 113 System Recording ScheduleRecording Parameters details
Total number of recordings to obtain text box is not editable.

Maximum recordings to obtain daily text box is not editable.
Minimum recording length text box is not editable.
In the Maximum recording length text box, type the longest duration of
time in minutes a recording can be.


In the Screen wrap-up length box, type how many seconds for the
screen recording to continue after a call ends.
Maximum calls to record in a row text box is not editable.
4. Select Save.
The schedule is ready to start recording.
5. Close the Recording Schedules dialog box.
Modify a Recording Schedule

You can modify recording schedules whose Status (on the View List) is either
Active, Disabled, or Completed.
To modify a recording schedule

1. From the Recording Schedules view list, select type of schedule, and then
the recording schedule you want to change.
2. Select Open to see the schedule definition in the Detail page.
Alternatively, double-click the schedule.
3. Make changes to the schedule as needed. If necessary, see the options for
each schedule type. See Recording Schedules on page 222.
4. View the Publish check box above the Category list and ensure that it is in the
state you desire: selected or cleared.
5. Select Save.
The schedule is changed and appears in the view list. It is ready to use as long
as the Published column shows Yes.
NOTE For the Team Member and Do Not Record

Schedules to run, you must have the Publish check box
selected before you save the changes.
Delete a Recording Schedule
To delete a recording schedule

1. From the Recording Schedules view list, select the recording schedule you
want to delete.
2. Select Delete.
The Confirm Delete message box opens.


Recording Triggers
3. Select Yes.
The schedule is deleted.
Recording Triggers
Triggers are events that activate (published) recording schedules. You can define
triggers for Global, Team Member, and Do-Not-Record recording schedules.
Triggers can identify calls based on:
ANI stands for automatic number identification.
Full ANI
Area Code
Exchange
Extension
DNIS stands for dialed number identification service.
Full ANI
Area Code
Exchange
Extension
Call Data
Originating Trunk ID
Queue Split Skill
Call Direction: Inbound, Outbound, or Unknown.
UUData
Integer (whole number)
String (alphanumeric characters)
Screens
You can use one or more triggers that include ANI, DNIS, Call Data, and UUData.
While at least one trigger is required to activate a recording schedule, you can
require that all trigger criteria are met.



This section includes the following major topics.

Add a Trigger to a Recording Schedule
Use an Advanced Trigger Expression
Modify a Recording Trigger
Delete a Recording Trigger
Add a Trigger to a Recording Schedule
To add a trigger to a recording schedule

1. Open a recording schedule from the View list by double-clicking its name, or
by selecting Open, or selecting Open in the shortcut menu.
2. Select the Triggers category to see the schedule details.
Specify what to record (voice, screen, or both voice and screen) and a VRM.
3. Select Add (+) to open the Add/Edit Trigger dialog box (see Figure 114).
Figure 114 Add/Edit Trigger dialog box
4. From the Trigger Group list, select an item.

ANI
DNIS
Call Data
UUData
System Events
Keyboard (screen)


Recording Triggers
Application (screenOnly available for a team member recording

schedule)
URL (Web sitescreen)

5. From the Trigger Type list, select the type of trigger you want. The Trigger
Group that you select affects the options that you have for the Trigger Type
(see Table 10).
Table 10 Trigger group, trigger subtype, and value

Trigger Group Trigger Type Value
ANI (voice) Full ANI Inbound Telephone Number
Area Code Only (NPA)
Exchange Only (NXX)
Extension Only (DN)
DNIS (voice) Full ANI Outbound Telephone

Number
Area Code Only (NPA)
Exchange Only (NXX)
Extension Only (DN)
Call Data (voice) Originating Trunk ID Numeric

Queue Split Skill Inbound, Outbound,
Unknown
Call Direction
UUData Integer Numeric

(voice)<Mapped_Friendly_
String Alphanumeric text
Name>
System Events Voice Recording Start
Keyboard (screen) (None) (Minimum of three

characters)
Application (screenOnly In Focus (Name of program in the title

available for a team bar)
Any Focus
member recording
schedule)
URL (Web sitescreen) (None) HTTP://

Web_site_address


6. (Optional) Select the option to Require all trigger criteria to start recording.
7. Select OK to complete the trigger definition. It appears in the list of triggers for
the recording schedule.
NOTE If you clear the Use Advanced Trigger Expression

check box after selecting it and entering criteria, the trigger
will be discarded.
8. (Optional) In the Notifications category, select Add (+) to add an e-mail

address to the list. The New E-mail Address dialog box opens
9. Type the E-mail Address and select either:
Add to continue adding addresses
OK to add the address and close the dialog box.
10. In the Classifications category, select one or more classifications to apply to
the recording schedule. To add a new classification, select New Classification
and follow the instructions in Define a Classification on page 493.
11. To make the recording schedule available for use, select Publish.
12. Select Save. Select the All Global Recording Schedules View List to see
the new schedule in the list.
Modify a Recording Trigger
To modify a recording trigger

1. Open a recording schedule from the View list by double-clicking its name, or
by selecting Open, or by selecting Open on the shortcut menu.
2. Select the Disabled option so you can work on the trigger. It cannot run if you
select this option.
3. From the Trigger detail of a recording schedule, select the value of the trigger
you want to change and select Pencil (Edit).
The Add/Edit Trigger dialog box opens (see Figure 114).
4. Make changes to the trigger as needed (see Table 10).
5. Select OK to save the changes.
6. Select Save to save the changed recording schedule.


Recording Triggers
Delete a Recording Trigger
To delete a recording trigger

Select the trigger you want to delete, and then select Delete.
A confirmation message box opens. To confirm that you want to delete the
trigger, select Yes.
NOTE Remember that you must have at least one trigger

for each recording schedule. Without one, you cannot save
or publish the schedule.
Use an Advanced Trigger Expression

As an option, Global, Do-Not-Record (DNR), and Mute recording schedules can
use an advanced trigger expression to define triggers. Advanced trigger
expressions offer an alternative to standard trigger definitions and offer mapped,
user-data (UUData), Friendly Names in the Trigger Type choices.
NOTE To map UUData, refer to the Qfiniti Administration

UUdata used in DNR plans include the following CTI events.

Call Active
Call Alerting
Call Originated
Follow On Transfer (FOT)
To add an advanced trigger expression

1. In the Triggers category (see Step 3 and Figure 114 on page 238), select the
Use Advanced Trigger Expression check box.
2. Select one of the following trigger types.
ANIFull ANI
ANIArea code only
ANIExchange only
ANIExtension only
DNISFull ANI


DNISArea code only

DNISExchange only
DNISExtension only
Call DataCall direction
Call DataOriginating trunk ID
Call DataQueue split skill
UUData fields (mapped Friendly Name)

3. Select one of the following comparisons.
NOTE The available comparisons depend on the trigger

subtype selection.
Equal To (=)
Less Than (<)
Greater Than (>)
Less Than or Equal To (<=)
Greater Than or Equal To (>=)
Not Equal To (<>)
Contains
Does Not Contain
Starts With
4. In the Value box, type a value for the trigger.
5. (Optional) You can add more criteria by selecting Add (+) and selecting one of
the following Boolean operators.
And
Or
) And (
) Or (


Recording Triggers
6. (Optional) If needed, continue adding additional criteria with Boolean

operators to limit the search results.
7. To make the trigger active, select the Publish check box.
8. Select Save.
To remove a criterion set from a trigger

1. Select Remove () by one of the criteria.
2. Select Save.
3. Select the Publish check box to enable the schedule to run.
NOTE You can save the schedule without enabling it to run

by leaving the Publish check box clear.
On the list of the Do-Not-Record Schedules, if the Published
status is No, the schedule cannot run.
4. Select Save. The new schedule is ready to run.




CHAPTER 9
Work with Recordings

Web Access lets you search for and play recordings using a simple, easy-to-use
interface.
Display the Recordings View
Time Zone Support
Play the Recordings
Identify Recording Markers
Classify Recordings
Export Recordings
Access Calls through the Phone Player

Standard, Dynamic, and Basic Views
View the Recordings
Rearrange Rows and Columns
Dynamic Views


Chapter 9 Work with Recordings
Basic Views
Standard, Dynamic, and Basic Views

The Recordings page displays recordings within predefined categories or
user-defined categories called Views (see Figure 115).
Figure 115 Recordings list
Views
selector Recordings
List
NOTE You can add dynamic views and basic views to the list
(see Create a Dynamic View on page 256 and Create a Basic
View on page 262).
Standard View. The Views selector in the left panel provides the following
predefined, standard views.
NOTE You cannot delete or modify the predefined, standard

views.
Todays Recording Files

Yesterdays Recording Files
Current Week Recording Files
Previous Week Recording Files
Current Month Recording Files


Previous Month Recording Files

Current Year Recording Files
Curr Mo Plus Prev 12 Mos Recording Files (current month plus previous
12 months recording files)
Prev 12 Calendar Mos Recording Files (previous 12 calendar months
recording files)
Previous Year Recording Files
Unknown Agent Recording Files
All Recording Files
Dynamic view is a user-defined view that is based on parametric filters.
Dynamic views appear below the standard views.
Basic View is similar to a folder. You define a name for it, and then drag and
drop recordings into it. There are no selection criteria such as filters. A basic
view only contains recordings that you add manually.
To restrict access to searchable fields, see Roles on page 175.
View the Recordings
Dynamic Views
Basic Views
View the Classifications Attached to Recordings
View the Recordings
To view a list of recordings

select the View name
alternatively, right-click the View name and select Refresh

The results of the view appear with up to 1000 recordings. If a view returns too
few recordings, reduce the search criteria to broaden the search, or select
Next 1000 records at the bottom of the view list.
The standard views let you quickly display commonly used groups of recordings.
When you select a View, the recordings that meet the View criteria display in the
recordings list. From this list, you can sort and play recordings, as well as open
and create your own (user-defined) views.


The Recordings view provides the following standard buttons at the top of the
view list (see Figure 116) (see Figure 116).
Figure 116 Recordings buttons
Play. Plays the currently selected recordings (see Play the Recordings on
page 264).
Add to Playlist opens the Play List, adds the recordings, and starts playback
(see Play the Recordings on page 264).
Open Player see Play the Recordings on page 264.
NOTE The first time you select Open Player, you may
receive a prompt to install the Media Player.
Classify. Select one or more rows in a View List for recordings or scorecards.
Select Classify to apply a classification to the selected row.
If you select exactly one row, and then select Classify, the Classification
dialog box shows the classifications currently attached to that row.
If you select multiple rows, and then select Classify, the Classification
dialog box does not prepopulate with any classifications that are currently
applied (in other words, the dialog box has no classifications checked
when applying to more than one record).
Assign to Evaluation Plan, see Work with Evaluation Plans on page 351.
Export Recordings saves one or more selected recordings as WAV files.
This feature is only valid for roles that have the Export Recording permission
(see Export Recordings on page 287). You can use any of the following three
ways to export a recording.
Select the Export button in the Player Window.
Right-click a recording in the view list, and then select Export Recordings
Select one or more recordings from the view list, and then select Export
Recording.
Delete


The Recordings view provides the following standard buttons at the bottom of the
view list (see Figure 117). Select a button to navigate through the records. You
may also need to use the scroll bars.
Figure 117 Quick Find and paging buttons
Quick Find First Previous Next Last

page page page page
Current location
Load next
1000 records
Quick Find locates records as you type data that appears in a column.
Quick Find locates records that return from the dynamic view that are currently
loaded in QWA through the Load Next 1000 records button.
You can only use Quick Find to locate records that were loaded initially (first
1000) or that were loaded by selecting Load Next 1000.
Current location appears as:
as which 100 records of the total returned records that are displayed
as the current page number of the maximum page number
selecting Load Next 1000 increments the "of X" number if more records
are available through the selected Dynamic View.
First page
Previous page
Next page
Last page
Retrieve the next 1000 records if they are available.
Rows in the recordings view list display the following information in columns (see
Agent. Team members last and first names.
ANI. Automatic Number Identification displays the callers telephone number.
Attachments shows whether the recording contains attachments (Yes or No).
Call Direction shows whether the call was Inbound, Unknown, Outbound, or
Unknown.
Channel Number is defined in SysConfig.


Classification Description is the Description associated with the attached

classification. It does not appear in the view list.
Classification Name. Each recording classification name has a column. The
classification name is on the recording that contains it.
Connection ID is an ID that links Follow-On-Transfer calls.
CTI Transaction ANI Digits is the number of the calling party. This is the
search criteria name. It appears as CTI in the Views list.
CTI Transaction DNIS Digits is the dialed number received in the call. This is
the search criteria name. It appears as DNIS in the Views list.
Date (Server). The date the recording occurred on the server.
Date/Time (My). The team members local date and time the recording
occurred.
Date/Time (Server). The date and time the recording occurred on the server.
DNIS. Dialed Number Identification Service shows the number the caller
dialed.
Duration shows how long the recording is in seconds.
Extension is the extension number associated with the phone that was
recorded.
Last Modified on date on the Views list. It is the same as Transaction Last
Activity (in Search).
Last Played By. The name of person who played the recording last.
Linked Calls shows whether a Follow On Transfer occurred (FOT or No
FOT). When an agent transfers a received call, this value becomes 1.
Member First Name is used to search recordings using the member's first
name. Displayed in view list as Last, First in view list.
Member Last Name is used to search recordings using the member's last
name. Displayed in view list as Last, First in view list.
Member Middle Name is used to search recordings using the member's
middle name. It is not displayed in view list.
Num Holds is the number of times the call was placed on hold.
Number of Classifications shows the number of classifications applied to
each recording.
Plus [+] (icon) shows whether the recording contains attachments (present or
absence).


Plan Type: Global, Member, Agent Record-on-demand, Supervisor Live

Monitor, Supervisor Record-on-demand, Follow-on-Transfer ROD,
Do-Not-Record, Continuous Record, Mute Record, or Team Member.
Played Status shows whether the recording is New or has been played.
Recording Plan Name is the name associated with a recording schedule. It is
searchable, but does not appear in the view list.
Plan Type: Global, Member, Agent Record-on-Demand, Super Live Monitor,
Super Record-on-Demand, Follow-on-Transfer ROD, Do Not Record,
Continuous Record, Mute Record.
Recording Type identifies Voice, Screen, or Voice and Screen recordings.
Screen Server name is defined in SysConfig.
Search: CTI Transaction Userdata: CTI data received and inserted through
UUData scripting. The field names displayed on the view list are defined in the
UUData script, so they are customer definable.
Search: Played by First Name is the first name of the last person to play the
recording. This is the search criteria name, not the name displayed in the view
list. The view list name is Last Played By.
Search: Played by Last Name is the last name of the last person to play the
recording. This is the search criteria name, not the name displayed in the view
list. The view list name is Last Played By.
Search: Played by Middle Name is the middle name of the last person to
play the recording. This is the search criteria name, not the name displayed in
the view list. The view list name is Last Played By.
Search: ROD by First Name is search recordings on demand by first name.
This is the search criteria name, not the name displayed in the view list. The
view list name is Last Played By.
Search: ROD by Last Name is search recordings on demand by last name.
This is the search criteria name, not the name displayed in the view list. The
view list name is Last Played By.
Search: Transaction Classification Data Value is the contents of a
member-defined recording classification. This is searchable, but the contents
are displayed in the view list. The column name in the view list is the name of
the classification and is customer definable.
Server Date Recorded is the date of the recording according to the server
that recorded it.
Server Date/Time Recorded is the date and time of the recording according
to the server that recorded it.


Server Time Recorded is the time of the recording according to the server
that recorded it.
Status. Active, Archived.
Team is the name of the team the member is assigned to.
Team that Member Belongs to is the team members are assigned to. This is
searchable; displays as Team.
Time (Server). The time the recording occurred on the server.
TimeZone (Server). Abbreviation (if any) of the time zone where the server is
with hours:minutes offset from Coordinated Universal Time (UTC).
Transaction Connection ID is a unique ID generated by CTI or Qfiniti. This
term is used for search; it displays as Connection ID in the Views list.
When you build a Dynamic View, it is called Transaction Connection ID. It is
the same thing as Connection ID, and both have the same description: an ID
that links Follow-on-Transfer recordings that is generated by either the CTI
source or Qfiniti.
Transaction ID is a unique Qfiniti identifier assigned to each recording.
Transaction Last Activity is the date of the last activity on this record. It is the
same as the Last Modified on date in the Views list.
Transaction Period is a relative date search: Today, Yesterday, Current
Week, Current Month, Previous Month, Last Week, Last Year, This Year, Prev
12 Months. It is not displayed in the view list.
Transaction Played Status: Recording Played, Not Played.
Transaction Record Type is the recording media type: Voice, Screens, Voice
and Screens.
Transaction Status: Inactive, Active, Pending, Archived, Pre-Delete,
Unavailable, Do Not Record.
Transfer Out is the number of transfers.
Voice Server name is defined in SysConfig.

Display or Hide Columns
Reorder Columns
Sort by Column


Group Rows by Column Heading
Display or Hide Columns
To display or hide columns

1. Right-click a column heading (or select the down arrow), and then select
Columns from the menu (see Figure 118).
Figure 118 Column heading shortcut menu
2. Select column heading names to display them, or clear column headings to

hide them.


Reorder Columns
You can move columns to suit your needs.
To move (reorder) columns

drag a column heading to a new location in the list, and then drop it in the
desired location
Sort by Column
When the recordings list opens, you can sort the recordings by selecting any
column.
To sort recordings by any column, either:

select the desired column heading
Each time you select the heading, the sort order reverses between ascending
order (09 and AZ) and descending order (ZA and 90).
select the arrow on the right side of a heading and select either:
Sort Ascending (AZ)
Sort Descending (ZA)
Group Rows by Column Heading

This feature groups rows according to the groups available within a column. For
example, you can sort recordings by:
Recording Type into groups of Voice, Screen, and Voice and Screen
Attachments into groups of No and Yes
To group rows by column heading

right-click a column heading (or select the down arrow), and then select
Group By this Field from the menu.
The rows sort by the categories within the selected column (see Figure 119).


Figure 119 Recordings grouped by the Attachments column
The Show in Groups menu option is selected when Group by this Field is
active.
To remove Grouping by Field

right-click a column heading (or select the down arrow), and then select Show
in Groups to toggle this feature off.
Dynamic Views
Edit a Dynamic View
Delete a Dynamic View
Share a Dynamic View
Remove a Shared View


Edit a Dynamic View


You can create an unlimited number of user-defined, dynamic views so you can
display recordings that meet your search criteria. For example, you can create a
view to search for recordings by one or more parameters such as classification,
extension, team member name, and so forth.
For versions 10.1 and earlier, a view returns a maximum of 1000 recordings,
so if more than 1000 recordings match the criteria, only the most recent 1000
recordings that match the criteria return.
For versions 10.2 and later, a view returns the first 1000 recordings. You can
display additional recordings in groups of 1000 at a time.
For security purposes, it may be necessary to restrict certain roles from accessing
data in certain columns of dynamic views. To restrict access to searchable fields in
dynamic views and in the Recordings view list, see Roles on page 175. You can
also use access groups to further restrict access to a group of recordings (see
Access Groups on page 197).
To create a user-defined (dynamic) view

1. Right-click an item in the Views panel, and then select New View > Dynamic
View.
The View Definition window opens (see Figure 120).
Figure 120 View Definition window
2. In the View Name field, type a name to identify the view.

This name appears in the Views selector list.
3. In the first drop-down list, select what you want to search for.


Call Direction
Channel Number
Classification Description
Classification Name
CTI Transactions ANI Digits
CTI Transactions DNIS Digits
Extension
Linked Calls
Member First Name
Member Last Name
Member Middle Name
My Date Recorded
My Date/Time Recorded
Num Holds
Played By First Name
Played By Last Name
Played By Middle Name
Recording Plan Name
Recording Plan Type
ROD By First Name
ROD By Last Name
Screen Server Name
Server Date Recorded
Server Date/Time Recorded
Server Time Recorded
System Classification Name
Team
Team That Member Belongs To
Transaction Classification Data Value
Transaction Connection ID
Transaction ID


Transaction Last Activity

Transaction Period
Transaction Played Status
Transaction Record Type
Transaction Recording Duration
Transaction Status
Transaction Trigger Value
Transferred Out
Voice Server Name
4. In the second drop-down list, select a comparison operator.
The available options vary according to your selection in the first drop-down
list.
Equal To (=). Is.
Not Equal To (< >). Is not.
Contains text
Does not contain text
Less Than (<). Is less than or earlier than; applies to Date and Duration
Greater Than (>). Is greater than or later than; applies to Date and
Duration
Less Than or Equal To (<=). Is or is before/less than; applies to Date and
Duration
Greater Than or Equal To (>=). Is or is after/greater than; applies to Date
and Duration
Starts-With text
5. In the third position, either type text into the text box, or select a criterion from
the drop-down list.
The available options vary according to your selection in the first drop-down
list.
6. To add Additional Criteria, select Plus (+), and then select a Boolean
operator (AND or OR).
7. Repeat Steps 36 to add other data such as team member name, duration,
and others as criteria.
8. Select Save to save the View and close the View definition page.
The new View appears in the Views selector.


Edit a Dynamic View

You can open an existing dynamic view and change its definition at any time.
To edit a dynamic view

1. Right-click the desired View on the Views selector, and then select Edit View
(Pencil icon).
2. Change the view as desired.
3. Select Save to save the view and close the View definition page.
The revised view appears in the Views selector.
NOTE You can delete a user-defined view at any time. You

cannot delete the predefined, standard views.
To delete a user-defined (dynamic) View

1. Select the Recordings tab to display the Recordings view.
2. From the Views selector list, right-click the dynamic view to delete, and then
select Delete View.
A confirmation message opens (Are you sure you wish to delete this
record?).
3. Select Yes to delete the dynamic view, or select No to cancel the action.

You can share a dynamic view with other teams so they can see and use that
dynamic view. When a view is shared, it no longer uses the permissions for editing
and deleting a Dynamic View.
Instead,
to edit a shared dynamic view, your role must have the Update Shared
Dynamic View permission
to delete a shared dynamic view, your role must have the Delete Shared
Dynamic View permission
These permissions govern both the views that you created and views that have
been shared with you.


Prerequisites
To create a Dynamic View, you must have the Create
To edit a Dynamic View you made, you must have the Update
To delete a Dynamic View that you made, you must have the
Delete Dynamic Views permission.
To share a Dynamic View to other teams, you must have the

Create Shared Dynamic Views permission.
To share a dynamic view with others

1. Right-click a user-defined view in the View selector, and then select Share
View (see Figure 121).


2. Select (or clear) teams that you want to share (or not to share) the dynamic
view with, and then select Save.
The shared status updates in relevant views.
To view or remove a shared view

1. Right-click the dynamic view in the View selector, and then select Share View
(see Figure 121).
2. (Optional) To remove any share privileges, clear the desired check boxes.
3. Select OK to save changes, or select Cancel to close the dialog box without
saving changes.
The shared status updates in relevant views.


Basic Views
A basic view is similar to a folder. After you create it you can drag-and-drop
recordings into it. There are no selection criteria as in the dynamic view. Basic
views only contains recordings that were added to it manually through
drag-and-drop.
You can create an unlimited number of user-defined, basic views for recordings.
Just like with dynamic views, you can share or remove a shared view.
Create a Basic View
Edit a Basic View
Delete a Basic View
Related Topics
Share a Dynamic View on page 259
Remove a Shared View on page 261

Create a Basic View
Edit a Basic View
Delete a Basic View
Create a Basic View
To create a basic view

1. Right-click a View on the Views selector, and then select New View > Basic
View.
2. Type the desired view Name, and then select Save to save the view and close
the View definition page.
The basic view appears in the Views selector.
Edit a Basic View

You can open an existing basic view and change its name.
To edit a basic view

1. Right-click the desired View on the Views selector, and then select Edit View
(Pencil icon).


Time Zone Support
2. Change the view name as desired.

3. Select Save to save the view and close the View definition page.
The revised view appears in the Views selector.
Delete a Basic View
NOTE You can delete a user-defined view at any time. You

cannot delete the predefined, standard views.
To delete a basic view

1. Select the Recordings tab to display the Recordings view.
2. From the Views selector list, right-click the basic view to delete, and then
select Delete View.
record?).
3. Select Yes to delete the view, or select No to cancel the action.
Time Zone Support

Before Qfiniti 3.5 SP2 Update 6, customers who have multiple recording severs in
different time zones had to configure each server to the same time zone so that
when users search or view a recording, they know the actual time that the call was
recorded. The effects of this configuration are:
a recording may have appeared to be much longer than it actually is
it could be difficult to identify the pair of recordings
Now Observe saves the time and date of the recording in coordinated universal
time (UTC) format, and supports the use of separate servers for recording voice
and screens that are in different time zones.
Observe displays the Date and Time columns as Date (server) and Time
(server).
The time shown for recordings made prior to Qfiniti 3.5 SP2 Update 6 appear as
UTC time because the server location for those recordings is unknown.


The time zone columns appear in the Recordings view list and in filters for use in
Dynamic Views.
Date/Time (Server) combines the Date(server) and Time(server) columns into
a single column making sorting the recordings easy. The filter names are
Server Date Recorded, Server Time Recorded, and Server Date/Time
Recorded.
Timezone (Server) displays the time zone at the location of the Observe
server that recorded the voice recording.
Date/time (My) displays the date and time of the recording localized to the
time zone of the PC displaying the recording. The filter names are My Date
Recorded and My Date/Time Recorded.
MyTime shows the local time for recordings.
These fields are also available as selection criteria associated with building
dynamic views.
Now the customers IT department can configure each server in the correct time
zone to make management of the servers less complicated than previously.
The server that contains screen-only recordings shows the local time where the
user is located.
NOTE Not all time zones have abbreviations, so the

time zone feature shows them as UTC offsets (UTC
plus or minus a number of hours) rather than by
abbreviation.
Play the Recordings

Play Back the Recordings
Use the Media Player Controls
Use the Play List


Play the Recordings
The Media Player is the control panel to use to play voice or screen recordings.
The Media Player also lets you add markers and apply classifications to
recordings, start an evaluation, export the recording, or use its stopwatch to
measure duration.
Prerequisites
A users role must be defined with permission to access
recordings.
Allow the user to view existing recordings made on
themselves.
Allow the user to view existing recordings made on other
users.
Allow the user to view Follow on Transfer recordings.
To play and listen to recordings, users must have a standard

web browser, Media Player, and a sound card installed on their
PCs.
Allow the user to access Mask/Mute data if access to sensitive

information is required.
Users who need access to recording data that is masked or

muted, must have the following Recording permission in their
role definition: Allow user to access Mask/Mute data.
Refer to Prepare Clients for PCI Compliance in the Qfiniti

Software Installation Guide.
Qfiniti Observe has the ability to record in stereo for station-side logging and
trunk-side logging systems.
The Media Player automatically scales the recording length.
NOTE You can play all recordings using the Media Player,
regardless of the method used to record the call.
The Payment Card Industry (PCI) encryption feature supports muting voice and
masking screen recordings to protect customer-sensitive data in voice and screen
recordings. The administrator creates triggers in HP ICE (based on screen
activity) that insert the Voice Mute and Screen Mask markers into recordings.
These markers, along with Qfiniti roles and permissions, are used during playback
to mute the voice recording and mask the screen playback whenever
customer-sensitive data plays or appears.


The PCI feature also supports encrypting customer-sensitive data in recordings

through the Qfiniti File Service (QFS). The QFS writes and reads all recordings to
and from the disk.
Use the Play List

From the Recordings list, select one or more recordings to play back. QWA can
load follow-on-transfer (FOT) segments of a recording and save the play list.
To play a recording
1. Select Recordings from the Recordings menu.
2. Select a view from the Views selector list to display a desired list of up to
1000 recordings (see Figure 115 on page 246).
3. Select one or more recordings that you want to play.
4. Select Play.
Alternatively right-click the selected recordings, and then select Play.
The selected recordings load into the Media Player and display in the play list.
The first recording starts to play (see Figure 123).


Play the Recordings
Figure 123 Media Player playing a voice-only recording
When you open a recording that has follow-on-transfer (FOT) segments,

you receive a message that prompts you to load them.
You can select buttons near the top edge of the Media Player window (see
Figure 125):
Export save the recording to Windows Media Audio file format or open
it in the Media Player or other default media player.
Evaluate opens a window where you can evaluate the recording with a
scorecard. See Perform Evaluations with Scorecards on page 385.
Classify opens the Classify Recordings dialog box where you can
apply classifications to the recording. See Classify Recordings on
page 280 and Classify One or More Recordings from the View List on
page 281.
Markers shows the system, text, and evaluation markers in the
Markers List dialog box. See Identify Recording Markers on
page 273.
Add Marker opens the dialog box to add a marker (see Figure 130 on
page 277).
Stopwatch. An evaluator can use the stopwatch to measure
time-related aspects of a recording. You can open more than one
stopwatch if desired (see Figure 124).


Figure 124 Stopwatch window
Select Stopwatch to open the stopwatch window.

Select Start to start the timer.
Select Stop to pause the timer. Press Start again to continue the time
Select Reset to stop and reset the timer to 00:00:00.
Figure 125 Media Player window with voice & screen recording
Export the Add Header

Recording Evaluate Classify Markers Marker
Stopwatch
Playback Screen
Speed Mode
Screen
Recording
Play List
Footer
You can save play lists to automatically reopen later by selecting Save
Playlist (see Figure 125). The saved list loads when you open the Media
Player again.
The Media Player window has additional controls for loaded recordings.


Play the Recordings
Header shows the date and time of the present recording, as well as
the team members name, ANI, and DNIS.
You can select the option to Display local times for the recordings.
Playback Speed displays and changes the playback speed that
affects voice and screen (if present).
0.5 x Speed (half of normal speed)
0.75 x Speed (three-quarters of normal speed)
Normal Speed
1.2 x Speed (20 percent faster than normal speed)
1.5 x Speed (50 percent faster than normal speed)
Scale to Fit scales the screen recording if one is present. From the
drop-down list, select a screen size. This control is only available when
a recording contains screens; it is not available for voice-only
recordings. The following options are available.
Scale to Fit. Screens fit the size of the window.
Original Size. Screens display at the original recording size. If it does
not fit in the player window, use the scroll bars to see the entire
recording.
Play List. The right pane shows recordings in queue for playback. The
maximum number of recordings in the play list is 50.
Screen Recording. If the recording contains screens, the left pane
shows the screen during playback. Use the Screen Size control to
change the level of detail you can see in the screen recording. Scroll
bars appear if there is more information that you can see at one time.
Footer. During playback, the bottom of the Media Player window
shows the current time Position and Length of the recording, as well
as the Status. You can change nothing here.
To remove a recording from a play list

hover over the recording description, and then select Remove ().
There is no confirmation.



The Media Player plays only recordings. It has the following playback controls at
the bottom of the window (see Figure 126).
Figure 126 Media Player controls
Rewind Stop Fast Volume

Forward
Play/
Pause
Rewind. Select << to rewind the recording to the desired position 15 seconds
at a time. Select Rewind (or Play) again to resume playback.
Play. Select to start playing back the selected recording. Play changes to
Pause when playback starts.
Pause. While playback is in progress, you can select Pause to temporarily
stop playback. Select Play again to resume playback from the point where the
recording paused.
Stop. Select to stop the playback.
Fast Forward. Select >> to fast forward the recording to the desired position
15 seconds at a time. To resume playback, you can select >> again or select
Play.
Volume. Drag the slider control to the left or right to decrease or increase the
playback volume.
Seek. Select and drag the slider to quickly move the play head to a desired
position in the recording. The Recordings view status bar shows the current
position as the elapsed time in the recording.
Use the Play List

The Play List lets you load specific recordings for playback so that you can focus
only on recordings that apply to your review. This saves you from having to view
all retrieved recordings. If you select the continuous playback feature, the Play
List also lets you play several recordings in order.
The actions you use commonly in the Play List are:
Build a Play List


Play the Recordings
Add Recordings to the Play List

Save the Play List
Play a Recording from the Play List
Remove a Recording from the Play List
Close the Play List
Build a Play List

You can add as many recordings to your Play List as you like. After you build a
Play List, you can listen to them in order.
This topic includes the following topics.
Save the Play List
Close the Play List
To add recordings to the Play List, use one of the following actions.
Select the recordings you want from the list and select Add To Play List.
Select multiple recordings. Right-click any of the selected recordings and

select Add to Play List from the shortcut menu.
NOTE To select multiple recordings, hold CTRL (to select

individual recordings) or hold the SHIFT key (to select a
range of recordings) as you select the recordings. You may
find it useful to sort the recordings by selecting a column
heading before you select recordings to add to the Play List.
The Play List displays the following information for each recording.
Team Member
Date
Start Time


Save the Play List
To save the play list of recordings

select Save Play List before closing it (see Figure 125 on page 268).
To reopen the play list, open the Media Player.
To play a recording in the open Play List

Double-click the recording entry.
NOTE If a recording is currently playing when you select

another recording for playback, Media Player stops
playback, unloads the recording, loads the newly selected
recording, and starts playback.
The recording loads into the Media Player and playback starts automatically. Use
the Media Player controls to navigate the recording (see Use the Media Player
Controls on page 270).
To delete a recording from the Play List

Select the recording, then and select the Remove icon.
The recording is removed from the play list. It remains in Web Access; it is not
deleted from the system.
NOTE The Remove from Play List command only removes

the recording from the Play List. It does not delete the
recording from the Web Access system.
This command only removes the recording from the Play
List. It does not delete the recording from the system.
Close the Play List
To close the Play List

select either:
Play List


X in the upper-right corner

Markers in the Media Player identify locations in a recording associated with
evaluations and other events (see Figure 126 on page 273).
In the Media Player, markers appear in the Markers List (select Markers to open
the list) and on the time line of a loaded recording.
CTI System Event Markers shows the CTI events in the Marker List window.
Text Markers allow an evaluator to provide written feedback to a team
member about a point in the recording. The team member can see where in
the recordings time line the notes occur.
You can add or edit Text Markers by selecting Add (+) or Edit (Pencil) (see
Figure 127). Editable selections are: Name, Start Position (hh:mm:ss or
select Get Current), Duration (hh:mm:ss), and Description. Select either: OK
to save, Cancel, or Delete.
Figure 127 Text Marker dialog box
Text markers appear in the marker list as Generic in the Description column
with the name shown in the Name column.
Open a text marker to view the detail or to delete it.


Screen Annotation is an editable bitmap of a screen shot in a screen-based

recording. An evaluator can apply notations to screen image files to attach to a
recording.
With a screen annotation, you can mark screen images to draw attention to
specific screen activity. For example, if a team member types incorrect
information, you can circle the error for later reference using the following
tools:
box
arrow
text box
You can change the color, font, and size of text and graphics
NOTE Screen annotation markers are only available

when using Native Playback over SSL using the
active-X plug-in. When playing back a recording using
conversion, screen annotation is not available.
Evaluation Annotations associate a particular question in the attached

evaluation with a specific point in a recording. This marker helps an evaluator
to complete evaluations by referring to a section of a recording that relates to
an evaluation question.
Mute Marker shows the audio (voice) mute markers used with PCI
encryption1. When this permission applies to a particular role, all team
members in that role can hear and see recording data unmuted and
unmasked. If a user has a role that lacks this permission, during playback,
certain parts of the recording are muted and certain parts of the screen are
masked in recordings that contain such data. A Qfiniti ICE trigger inserts the
mute markers into voice and screen recordings. These markers are only
available with stereo recording.
The mute marker is yellow.
The unmute marker is brown.
Add Marker
Audio opens the Audio Marker dialog box.
Screen opens the Screen Marker dialog box.
Text opens the Text Marker dialog box.
1. The encryption method complies with the Payment Card Industry (PCI) Data Secu-
rity Standards.


Prerequisites
To open recordings, you must have a role that includes
one or more of the following permissions for Recording
Files.
themselves.
other users.
Allow the user to view Follow on Transfer
recordings.
Allow the user to access Mask/Mute data if access to

sensitive information is requires.
Marker Settings
As of version 10.2, you can select the marker types that appear in the Marker List
in your instance of QWA.
To select marker types to appear

1. With a recording loaded in the Media Player, select Markers.
The Marker List dialog box opens (see Figure 130 on page 276).
2. In the Marker List dialog box, select Settings.
The Marker Settings dialog box opens (see Figure 128).
Figure 128 Marker Settings dialog box


3. Select the Marker Types that you want to appear in the Markers List, and then
select OK. Clear any marker types that you do not want to appear.
The Marker Settings dialog box closes, saving the changes, and the Marker
List dialog box and the recording time line update to reflect the changes.
4. Close the Marker List dialog box by selecting X in the upper-right corner.
Add an Annotation Marker
To add an annotation marker

1. With a recording loaded in the Media Player, select Add Marker.
Alternatively, select Markers, and then select Add in the upper-right corner of
the Marker List window (see Figure 129).
Figure 129 Marker List dialog box
The Marker dialog box opens (see Figure 130).

Figure 130 Marker dialog box
2. Type a Name, and then select the Marker Type.

The types of user-definable markers are: Evaluation, Screen, or Text.


3. Perform any of the next three procedures according to the marker type you
select, and then select Save in the Marker dialog box to apply the annotation
to the recording.
Add a Text Annotation to a Recording
Add a Screen Annotation to a Recording
Add an Evaluation Annotation
The marker appears in the list when you open in the User-defined Marker List.
Add a Text Annotation to a Recording

Text annotations are available to all recordings.
To add a text annotation to a recording

1. In the Name text box, type a name.
2. From the Type list, select Text (see Figure 130).
3. In the Comments box, type the text.
4. Type the Start Position for the marker in hours:minutes:seconds.
NOTE The default start position is the current time in

the Media Player.
5. Type the Duration for the marker in seconds.

6. Select Save.
The blue marker on the time line shows the text marker location.
IMPORTANT Only Active recordings can be annotated.

If the recording status is Pending or Archived, you cannot
add screen annotations.
Add a Screen Annotation to a Recording

Screen annotations can be added to recordings that include screens.
To add a screen annotation to a recording

2. From the Type list, select Screen.
The Screen Marker dialog box opens (see Figure 131).


Figure 131 Screen Marker dialog box
Drawing tools
Remove
selected
annotation
Remove All
annotations
3. Type the Start position for the marker in hours:minutes:seconds.

the Media Player.
4. Type or scroll the Duration for the marker in seconds.

5. Edit the screen using the drawing tools and controls at the top of the image.
You can add a rectangle to surround an area, an arrow to point, or text to
describe.
Select Remove to remove a selected annotation object
Select Remove All to remove all annotation objects
6. Select Save at the bottom of the dialog box.
The gray marker on the time line shows the screen marker location.
Add an Evaluation Annotation

Evaluation annotations are available to all recordings.
To add an evaluation annotation



2. From the Type list, select Evaluation (see Figure 132).

Figure 132 Add Evaluation Marker dialog box
3. Type the Start Position for the marker in hours:minutes:seconds.

the Media Player.
4. Type the Duration for the marker in seconds.

5. From the Scorecard drop-down list, select the scorecard you want to attach to
the recording as an annotation.
NOTE If you have an open evaluation that has not yet

been saved, you receive a prompt to save it first to use
it with the evaluation marker,
6. Select the question from the Question drop-down list.

7. Select View Question to show the data in the scorecard.
8. Select Save in the Evaluation Marker dialog box.
The selected scorecard opens and briefly highlights the selected question in
yellow.
NOTE A Play Clip link is inserted below the Hide

Notes button for the question that is linked to an
Evaluator Marker.
IMPORTANT Due to security concerns, only the creator of

the Evaluation Scorecard is allowed to create an Evaluation
Marker. If a different user logs in and opens an existing
evaluation marker, all drop-down lists will be disabled.


Related Topics
Use the Media Player Controls on page 270
Play Back the Recordings on page 266
Classify Recordings
You can apply one or more classifications to recordings to aid in their later
retrieval.
standard classifications cannot be edited or deleted
user-defined classifications are subject to modification and deletion
predefined classifications

Add, Modify, or Delete a Recording Classification
Classify One or More Recordings from the View List
Classify a Recording from the Media Player
Create an Anonymous Recording for Training
Add, Modify, or Delete a Recording Classification

Related Topics



Classify Recordings
Classify One or More Recordings from the View List
Prerequisites
To classify recordings from the View List, your role must have
permission to update recordings.
One or more classifications must exist.
Your team must have access to specific classifications.
To classify one or more recordings

1. Select Recordings in the Recordings tab, and then select a view.
2. Select one or more recordings from the View List (see Figure 115 on
page 246).
3. Select Classify on the toolbar to open the Classification dialog box (see
Figure 133).
Figure 133 Classifications dialog box for recordings
4. In the Classifications dialog box, you can add or update classification

assignments for a single recording by selecting or clearing the associated
Classification check boxes.
5. (Optional) You can edit the data value for a classification by selecting the data
in the Value field and typing a new value.


The new value overwrites the existing assignment value for recordings that
use that classification.
6. Select OK to apply the classifications and close the Classifications dialog box.
You return to the Recordings View list.
Classify a Recording from the Media Player
To assign one or more classifications to a recording from the Media Player

1. With a recording loaded in the Media Player, select Classifications on the
Media Player toolbar (see Figure 123 on page 267).
2. The Classifications dialog box (see Figure 133 on page 281) opens to display
a list of assigned classifications.
3. Select a classification to add and choose Save. The Classifications dialog box
closes.
Example
After a call is recorded and the Training Call classification is applied, can the
screens then be masked and voice muted at the correct spots in the call.
In a PCI environment, have ICE run a trigger for masking and muting when a
call is recorded and manually apply the Training Call classification later.
The administrator can assign the View Data permission to the few roles that
need to access masked or muted information in calls.
Related Topics
Classify One or More Recordings from the View List on page 281
Classify Scorecards from the View List on page 411
Create an Anonymous Recording for Training

The anonymity feature of Qfiniti Observe lets supervisors create voice and screen
recordings to use for training. When you assign the Training Call classification,
Qfiniti makes a copy of a recording and any attached evaluation scorecard and
changes the team members identity to Training Agent. Qfiniti can also adjust the
pitch of voices on the recording to blur the identities of the speakers.
Any other classifications and attached evaluation scorecards that a recording has
are maintained in the training call. The identity information on attached evaluation
scorecards changes to Training Agent.


Classify Recordings
The Training Calls team is available to any team member who has access to view
that team. A Training Agent exists, but does not appear in the Training Calls team;
it is associated with training calls and evaluation scorecards. You cannot add or
move Qfiniti users to the Training Calls team, nor can you delete the Training
Calls team.
Prerequisites
Permission to view and attach classifications is required
to create training calls (Qfiniti Observe permissions).
In Evaluations permissions, allow the user to view

evaluations performed on other team members.
Permission to view to the Training Calls group is required

to access the training calls and evaluations.
To set up the anonymity feature, refer to Qfiniti Observe

in the Qfiniti Configuration Guide.
Allow the user to listen to original audio pitch. (Selected

by default; in Configuration permissions. Clear the
selection for roles that should not hear unmasked
recordings. This setting applies to playing back
recordings and live monitoring.)
The Training Call classification resides only on the original recording. Annotation
markers are not included in training calls.
You can locate the agent training recording and evaluations through dynamic
views.
To configure the anonymity feature to create training calls, refer to Qfiniti Training
Server in the Qfiniti Configuration Guide.
Related Topics
To create an anonymous training recording

1. Identify a recording to use as a training call.
2. Select Classify, and then apply the Training Call classification to selected
recordings.
3. View the training calls and any attached evaluations from the View list by
selecting a view.


A new training call (and any attached evaluation scorecard) with the pitch
adjusted appears in the Training Calls group with Agent, Training as the
team member.
The team member name is Agent, Training.
In training calls, the ANI is blank and the number of classifications is one less
than the original number. (The Training Call classification does not count.) All
other data fields remain visible.
A training call shows Training Agent as the team member during playback.
Related Topics
You can set up an autoclassification schedule to have QWA automatically apply a
classification to a recording upon activation of one or more triggers. Upon
triggering an autoclassification of a recording, you can have QWA notify someone
by e-mail.
To create a new autoclassification

1. Select Recordings > Autoclassify.
The Autoclassify dialog box opens (see Figure 134).


Classify Recordings
Figure 134 Autoclassify dialog box
2. In the General Information group, type a Name and an optional Description.

3. In the Filter Criteria group, select:
Classify (number)
Percentage, Recordings, or Recordings per Agent from the drop-down
list
Filter (either from the drop-down list or select Add [+] to create a filter)
(Optional) Autoclassify all linked call segments matching criteria
4. In the Classifications group, select a check box to apply a classification to
the filtered recordings.


5. (Optional) Select New Classification to create a new classification. See Add,

Modify, or Delete a Recording Classification on page 280.
6. Select Publish to make the autoclassification available for use.
7. Select Save.
The autoclassification name appears in the View list.
Related Topics

Recordings that have classifications attached to them appear with a number in the
Number of Classifications column.
Classifications appear in the view list as columns like other data elements. A
column also shows the number of applied classifications.
You can right-click a recording from the view list and select Classify.
You can select a recording from the view list, and then select Classify.
A column with a classification name in the heading appears if that classification is
used in the current view. If a recording contains the classification, the
classification name also appears for the recording.
To view recording classification assignments from the View List

The names of the assigned recording classifications appear as columns
(containing the classification name) in the recording rows.
To fully view recording classification assignments

open the recording in the Media Player and select Classify
The selected recording classifications appear with a check mark by the name.


Export Recordings
Export Recordings
Permissions
To export recordings, your role must have permission to do so.
To export one or more recordings

1. Select a Recordings view list, select one or more recordings, and then
select Export Recordings on the toolbar.
Alternatively, right-click the recordings list, and then select Export
Recordings.
If you selected one recording, the Export Recording message opens (see
Figure 135). The Windows Save As dialog box opens and you can select
where to save the file.
Figure 135 Export Recording message box
If you selected multiple recordings, the Batch Export dialog box opens
(see Figure 136). Follow the rest of this procedure.
Figure 136 Batch Export dialog box
2. Type the following information to place the converted files, and then select
OK.
File Share
Domain
User name, if required


Password, if required
E-mail Address
NOTE Converting the files causes a delay, so you

receive an e-mail message when export operation is
complete.
A confirmation message shows the number of exported recordings.
Access Calls through the Phone Player

To access calls through the Phone Player
a team member calls the system through the assigned telephone number and
types a login ID and a password.
The login ID is a numeric identifier defined as a Qfiniti Phone Player Login
alias.
Monitor or Record Agent Activity

From the Recordings tab, you can monitor or record an team member, even if the
team member is logged in to different systems for voice logging and screen
logging.
Monitoring means listening to the call or viewing team member screens in real
time.
Recording documents the call or team member screens for later playback.
To record or monitor agent activity

1. In the Recordings tab, select Agent Activity (see Figure 137).


Monitor or Record Agent Activity
Figure 137 Agent Activity
2. Select a system in the Views list.

3. (Optional) Select a team (or team member) in the Organization list.
The View List displays team members and information on their status:
Name: first, middle, and last
Recording System (name)
User ID
Extension (number)
Activity Status: not recording or recording (red light)
Switch
Voice Login State: blank or Logged In
Voice Login Alias
Workstation Login State: blank or Logged In
Workstation Login Alias
Voice Session State: Not Recording or Recording
Voice Session Requester User ID is the Qfiniti ID number of the user
requesting a Live Monitor or Supervisor Record-on-Demand.
Voice Session Plan Type
Screen Session State: Not Recording or Recording


Screen Session Requester User ID is the Qfiniti ID number of the user

requesting a Live Monitor or Supervisor Record-on-Demand.
Screen Session Plan Type
Position is the Position ID of the user. Used for Avaya/CS1000 or Avaya/
CS2000 only.
IP Address
Call State: Disconnect or Active
RPC Listen Port is configured in Qfiniti.
SA Port No is the Screen Capture Port Number (network) used to start the
screen capture.
System Classification: blank or CR
LM Session ID is the Qfiniti Session ID number associated with a Live
Monitor request.
SROD Session ID is the Qfiniti Session ID number associated with a
Supervisor Record-on-Demand request.
4. Select a team member who is recording (either the Voice or the Screen
Session State shows Recording and Activity Status shows a team member
icon with a red light )
select either Record or Monitor
then select an option:
Record Monitor
Voice Voice
Screen Screen
Voice and Screen Voice and Screen
Voice Next Call
Voice and Screen Next Call
Voice Camp on Agent
Voice and Screen Camp on Agent
Stop Record[ing] Stop Monitor[ing]
Alternatively, you can right-click the team member, and then select one of the
options from the shortcut menu.
The Media Player window opens (see Figure 125 on page 268).


View Team Members on Multiple Systems
5. While recording or monitoring, the action choices are Stop Record and Stop
Monitor.
View Team Members on Multiple Systems

On logging systems where a team member can be recorded by more than one
Observe system, the multisystem team-member viewer allows you to view team
members based on Teams, regardless of which Observe system is recording.
To view agents on multiple systems

1. Select Recordings > Agent Activity, and then select All Logger Systems in
the Views list.
The View List displays team members and information on their status. Team
members who can be recorded by more than one logger appear with one line
per logger.
Related Topics
Create a Recording Schedule on page 224 for the MultiSystem Logging
option




CHAPTER 10
Import WFM Data

You can import large amounts of workforce management (WFM) data into the
Qfiniti database from external sources. While importing data is particularly useful
during the initial setup of the Qfiniti database, you can also schedule data import
plans to run on a regular basis. Automating the data import process saves
considerable time, effort, and reduces the potential for data entry errors as
compared to manual data entry.
Imported WFM data can be linked to recording schedules so that team members
can be recorded when they are scheduled to be on the phones.
An import file is an ASCII or Unicode text file (.txt) that contains data arranged into
rows and columns, where each row represents a single user record and the
columns contain the data to import. Columns in the import file are separated by a
delimiter character such as a comma (,) or a semicolon (;).
Data Types
Data Import Plans
Import Team Members


Chapter 10 Import WFM Data
Data Types
QWA can import the following data types from external systems.
Team Member. Team Member definitions include information such as name,
user ID, alias, e-mail address, and work phone number. The team member
data can come from your human resources database or any other system that
exports data in delimited text files. See Import Team Members on page 305.
Work Force Management (WMF) Schedules. WFM schedules are the
schedules for team members. By importing this data, you can ensure that Web
Access does not attempt to record calls when a team member is not
scheduled to be in the office. See Create a WFM Data Import Plan on
page 297.
Prerequisites
can import only delimited text files (.TXT) in either an ASCII
or Unicode format. The delimiting character can be a comma
(,) or semicolon (;).
Exported data files automatically use delimiters that do not

duplicate column data. However, manually created or
modified data files can accidentally insert (or miss) an extra
delimiter.
You must resolve any delimiter conflicts before importing

data to avoid data import errors that can greatly impact your
database.

Team Member Data
Team Member Authentication
Guidelines for Importing Data
Team Member Data

You can maintain team member data either in Web Access or import the data from
an external system on a recurring basis. However, avoid combining these
methods since changes to member definitions can be overwritten by imported
data. For example, if you update a members e-mail address in Web Access, but
not in the external system, when Web Access imports data, the e-mail address
resets to the external systems information.


Data Types
Team Member Authentication

Web Access automatically configures all authentication for imported team
member accounts. For Mixed Authentication systems, you must specify the
authentication type for each team member (see Table 11).
Table 11 Team member authentication

Authentication Type Sample CSV Text
Web Access authentication does not require an authentication Name,Qlogin,Qpassword
type column. The Login column contains the Web Access login Sam Adams,sadams,sa123
value, and the Password column contains the Web Access
password. Jane Smith,jsmith,js234
William Thompson,wthompson,wt345
Marie Jeffries,mjeffries,mj456
Windows. The Authtype column contains a 1 for Windows AuthType,Name,WinLogin

authentication, and the winlogin column contains the 1,John Adams,Domain\jadams
Windows login value. Windows authentication does not require
a password in the imported file. 1,John Smith,Domain\jsmith
1,John Thompson,Domain\jthompson
1,John Jeffries,Domain\jjeffries
Mixed. The Authtype column contains either 0 (Web Access AuthType,Name,Qlogin,Qpassword,Win

authentication) or 1 (Windows authentication). The Qlogin Login
column contains the Web Access login value, and the Web
0,John Adams,jadams,ja123,
Access password column contains the Web Access password.
The Winlogin column contains the Windows login. 1,Jane Smith,,,Domain\jsmith
0,William Thompson,wthompson,wt345,
1,Marie Jeffries,,,Domain\mjeffries
Guidelines for Importing Data

Always back up your database before importing data.
Web Access can import data automatically at regular intervals. However,
when you import productivity data or team members, creating a data import
plan provides control and prevents you from accidentally overwriting data.


Data Import Plans

Data import plans let you schedule when Web Access imports data. You can
schedule data import plans to run immediately, run once, or on a recurrent basis.
View the Data Import Plans
Create a WFM Data Import Plan
Modify a WFM Data Import Plan
Delete a WFM Data Import Plan
View the Data Import Plans

The View List provides a list of all defined data import plans including the basic
attributes.
Prerequisites
See Permissions on page 621 for the following
permissions related to your role.
Team member data import plans (see Teams Permissions

on page 626).
Allow the user to view existing Team Member Imports.
Allow the user to delete existing Team Member Imports.
Recording data import plans: (see Recordings Permissions

in Observe on page 628).
Allow the user to create existing Recording Data Imports.
Allow the user to view existing Recording Data Imports.
Allow the user to delete existing Recordings Data

Imports.


Data Import Plans
Prerequisites (continued)
Work Force Management data import plans (see
Recordings Permissions in Observe on page 628):
Allow the user to create Work Force Management

imports.
Allow the user to delete Work Force Management

imports.
Allow the user to update Work Force Management

imports.
Allow the user to view Work Force Management imports.
To view data import plans

1. Select the Recordings tab, and then select WFM Imports.
The WFM Imports view list opens.
2. Select the Views list.
The View List page displays the following information for each data import
plan.
Name is the name of the plan.
Type is the type of data the plan imports.
Published shows the published status of the plan.
Replace Option replaces any existing data when selected.
Last Run shows the last time the plan ran.
Last Modified By shows the member who last modified the plan
definition.
Last Modified On shows the date on which the plan definition was last
modified.
Create a WFM Data Import Plan

A Workforce Management (WFM) data import plan determines when and which
Workforce Management schedules to import into the Qfiniti database. The plans
run according to a schedule that you define.
A WFM data import plan can gather team and member information from
third-party repositories.


To create a WFM data import plan

1. Select WFM Imports in the Recordings tab.
The Imports view tabs open.
2. Select a View in the View List, and then select New.
The WFM Import dialog box opens, cleared for a new data import map
definition (see Figure 138).
Figure 138 WFM Import Plan dialog box
3. In the Name text box, type a unique name for the data import plan.
4. (Optional) In the Description text box, type a description of the data import
plan.
5. Select the File Mapping category.
The File Mapping category opens.
6. To locate the data file, select Browse.


Data Import Plans
The file must be accessible to the QWA team member account that performs
the import.
You can type the path and file name in the Data File text box. The path and
name cannot contain a drive letter and must use the format:
\\server_name\share_name\path\filename.txt
7. From the Data Map list, select an import map. If none exists, select Add (+) to
add a Data Map file.
The User Data dialog box opens (see Figure 139).
Figure 139 Data ImportUser Data dialog box
a. Type a Name and (optional) Description in the text boxes.
NOTE For more information on importing various

numbers of aliases (from zero to multiple), see Import
Team Members on page 305.
b. Select an option to Match Data By: Alias (select one) or Name.

c. In the Source drop-down list, select either:
Use template for source column
Select a template from the drop-down list.
Use file for source columns


Type a File Name, or select Browse to select the data file.

Type a field Delimiter such as the COMMA [,] or SEMICOLON [;]
character.
If there is a header row, select Has Header Row.
Use column count for source columns
Type a number for Column Count in the source file.
Type a field Delimiter such as the COMMA [,] or SEMICOLON [;]
character.
d. Select Apply to Column Mapping.
The Column Mapping table in the User Data dialog box fills with the first
record.
e. For each column, make a selection from each type:
Import. Yes or No
Type-Form For each column, select from:
0 - LName,FName
0 - Alias
0 - FName LName
0 - LName FName
1 - day/mo/year
1 - year/month/day
1 - month/day/year
1 - day/MONTH/year
1 - standard format
2 - mins:secs
2 - hrs:mins:secs
2 - hrs:mins
3 - numeric
4 - FName LName


Data Import Plans
4 - General
4 - LName,FName
4 - LName FName
Destination For each column, select a Web Access data field from:
email_address
alias
cell_number
date_hired
date_terminated
date_tested
first_name
home_number
last_name
login_auth_type
middle_name
pager_number
password
usr_login
windows_auth_login
work_number
IMPORTANT Remember to scroll the Column Mapping

table to the right, as some columns may not appear in the
default presentation.
f. Select Save.
To clear the User Data dialog box, select Delete.
To cancel any unsaved data entry, select Cancel.


8. In the Record Handling category, select a record handling option to define

which records to update during each plan import.
Add New Records Only. Adds new records and ignores any existing
records.
Update Existing Records Only. Updates existing records and ignores
any new records.
Import All Records. Adds new records and updates all existing records.
9. In the Date Range category, select either:
Use all date information available
Use date range, and then type or select the From and To dates.
10. In the Scheduling category, in the Event occurs group, select a System from
the drop-down list, select an occurrence from the following list, and an optional
Recurrence frequency (see Figure 140):
Figure 140 Data ImportScheduling
Never (Do not run.)

Once: Now or On time and date specified below.
Hourly: Recur every (023) Hours and (059) Minutes.


Data Import Plans
Daily: Recur every __ Days (131)

Weekly: Recur every __ Weeks (13).
Monthly: Recur every __ Months (111)
11. In Starting On, select a Date and Time for the import to start.
This option is required for all schedules except those that occur Never.

formats.
12. In Ending On, select a Date and Time for the import to end.
This option is required for all schedules except those that occur Never or
Once.
13. To make the plan available, select the Publish check box.
This action activates the data import plan so that Web Access can import data
according to the schedule.
14. Select Save.
NOTE If any errors exist, a message box describes

them. You must make any corrections for the plan to be
saved
15. Correct any errors, verify the status of the Publish check box, and then select
Save.
Web Access is ready to run published data import plans.
Modify a WFM Data Import Plan

Certain data cannot be changed on an active plan. The editable attributes appear
when you open the active plan.
To modify a WFM data import plan

1. Select Recordings and select WFM Imports.
The WFM Imports view tabs open.
2. Select the data import plan from the Data Import Plan list.
3. Select Edit.
The Data Import Plan definition page opens.


4. Make changes to the plan as needed.
NOTE When you modify an import plan, ensure that

the Publish check box is clear.
Refer the following procedures for details about its options: Create a WFM
Data Import Plan on page 297.
5. Select Save.
If all required parameters are defined, the Publish check box is available.
6. Select the Publish check box.
7. Select Save.
Web Access is ready to run published data import plans.
NOTE If any errors exist, a message box describes

them. You must make any corrections for the plan to be
saved
Delete a WFM Data Import Plan

You can delete import plans regardless of their associations or status. For
example, if you delete an active or completed plan, Web Access changes the
status of the plan to inactive.
To delete a data import plan

1. Select the Recordings tab, and then select Imports.
The WFM Imports view open.
2. Select one or more data import plans.
TIP You can select multiple data import plans for deletion
by holding down the SHIFT or CTRL keys while selecting the
plan names.
3. Select Delete.
A confirmation message prompts you to verify your action.
4. Select Yes to delete the records or No to keep them.
The View List updates.


Import Team Members
Import Team Members

This section provides examples and discusses limitations for importing team
members into the QWA platform. This information applies to the procedure,
Create a WFM Data Import Plan on page 297.
IMPORTANT RULE: When you create the Data Map (as

shown in Step 7 on page 299), there must be one
Type-Format that has 0-xxxxx as an identifier to ensure
that each record is unique.

Import Team Members without an Alias
Import Team Members with a Single Alias
Import Team Members with One or More Aliases
Cautions
Import Team Members without an Alias

You can import team members without an alias from text files in
comma-separated-value format.
Sample CSV Text Format
Sample Import Map
Sample CSV Text Format

Note that data in the first two columns of Table 12 are combined to create the third
column that contains a space between the names. The combined data is enclosed
within double quotes (also applies to any column that contains spaces).
Table 12 Sample data for team members without an alias

Last First Last First Login Type Login
Last First Last First login type login ID
Adams Sam Adams Sam 1 Corporate\Sam Adams
Steen Phyllis Steen Phyllis 1 Corporate\Phyllis Steen
Carr Lisa Carr Lisa 1 Corporate\Lisa Carr
Bondo James Bondo James 1 Corporate\James Bondo


Table 12 Sample data for team members without an alias (continued)

Last First Last First Login Type Login
Warm Luke Warm Luke 1 Corporate\Luke Warm
Steele Rusty Steele Rusty 1 Corporate\Rusty Steele
Ard Liz Ard Liz 1 Corporate\Liz Ard
Noyse Sasha Noyse Sasha 1 Corporate\Sasha Noyse
Boltz Lucinda Boltz Lucinda 1 Corporate\Lucinda Boltz
Furst Hugo Furst Hugo 1 Corporate\Hugo Furst
Sample Import Map

By specifying a data map, you can use one file to describe how to map fields into
columns. You may find it useful to put the field names, separated by commas, into
the data map file. If a space exists in a field name, the entire name must be
enclosed within double quotes to put the data into the correct column.
The first two columns of Table 12 are not imported; only the third column is
imported.
To create an import map for teams

1. In the Teams header, select Import.
2. In the General Information category, type a Name and (optional)
Description.
3. In the File Mapping category, type the path or Browse to the desired Data
File.
4. By the Data Map list, select Add [+] to open the User Data dialog box.
5. In the User Data dialog box, for Type-Form, use 0-LName FName (without a
comma) instead of 0-LName,FName (with a comma) (see Figure 139 on
page 299).
6. Select Apply to Column Mapping. The data appears in the Column Mapping
table at the bottom of the dialog box (see Figure 141).
7. Scroll the Column Mapping table to the right to see any additional columns.


Import Team Members
Import Team Members with a Single Alias

Table 13 and Figure 141 show a sample CSV text format for importing team
members who have a single alias. If any field contains one or more spaces, the
field must be enclosed within double quotes.
Table 13 Sample CSV text format in columns

First Last Login Type Login ID Password Alias
Bob Ray 0 bray bray 6@534646@1@
@@
Sasha Titus 0 stitus stitus 6@534641@1@

@@
Luigi Bord 0 lbord lbord 6@534620@1@

@@
Sam Boney 0 sboney sboney 6@534632@1@

@@
Barbara Seville 0 bseville bseville 6@534635@1@

@@
Bernadette 0 bbridge bbridge 6@534605@1@

Bridge @@
Bea Ferone 0 bferone bferone 6@534633@1@

@@
Phillip Harmonic 0 pharmonic pharmonic 6@534634@1@

@@
Dustin Dubree 0 ddubree ddubree 6@5346159@1@

@@


Figure 141 Sample CSV text format

First Last,Login Type,Login ID,Password,Alias
Bob Ray,0,bray,bray,6@534646@1@@@
Sasha Titus,0,stitus,stitus,6@534641@1@@@
Luigi Bord,0,lbord,lbord,6@534620@1@@@
Sam Boney,0,sboney,sboney,6@534632@1@@@
Barbara Seville,0,bseville,bseville,6@534635@1@@@
Bernadette Bridge,0,bbridge,bbridge,6@534605@1@@@
Bea Ferone,0,bferone,bferone,6@534633@1@@@
Phillip Harmonic,0,pharmonic,pharmonic,6@534634@1@@@
Dustin Dubree,0,ddubree,ddubree,6@5346159@1@@@
NOTE The first line in Figure 141 contains the names of the
column headers. Such a format is useful as a Data Map file.
The personal information can be in a separate Data File.
Continuing from the procedure in Sample Import Map on page 306, Figure 142
shows the data import map for Table 13.
Figure 142 Import Map for Table 13
To import team members with a single alias

1. Format the data as CSV according to Figure 141.


Import Team Members
2. Open the User_Alias_Types table to identify which type_id to use in the

CSV text file (see Figure 143).
Figure 143 User_Alias_Types table
Import Team Members with One or More Aliases

You can import more than one user alias per team member.
Example 1
A sample import text file for one alias per team member.
first last,email,middle,LoginType,LoginID,password,alias
UFirst1
ULast1,first_last1@etalk.com,middlename1,0,userLogin1,userPassword1,1@corporate\
someuser1@1@@@
UFirst2
ULast2,first_last2@etalk.com,middlename2,0,userLogin2,userPassword2,2@userAlias2@
1@
Example 2
A sample import text file for more than one alias for one or more team
members.
first last,email,middle,LoginType,LoginID,password,alias1,alias2
UFirst1
ULast1,first_last1@etalk.com,middlename1,0,userLogin1,userPassword1,1@corporate\
user1@1@@@,2@userAlias1@1@@@
UFirst2
ULast2,first_last2@etalk.com,middlename2,0,userLogin2,userPassword2,2@userAlias2@
1@@@,
In the second example, even if you do not need to import a second alias for a
team member, you still need to put a trailing delimiter (such as a comma) so that
the row has the correct number of columns defined.
Separate the parts of the alias field value with the @ symbol. The @ symbol is the
column value separator that parses the six pieces of information. Do not use this
symbol as a delimiter in the rest of your data import file.


For example, the 1@corporate\user1@1@@@ value can be mapped to six

pieces of information that are necessary to import an alias, but not all pieces are
used depending on what type of alias you want to import.
1. type_id
a. Numeric value
b. Look up this value in the user_alias_type table. The value varies if you
are trying to import a switch alias. A new user_alias_type is added for each
switch that is created.
Examples
Windows Login Alias = 1
Agent Monitor Alias = 2
2. alias
a. Alphanumeric value with a maximum of 30 characters
b. This value is the actual alias for the team member. It often has a domain
associated with the user name for Windows Login user names.
Examples
Windows Login Alias = corporate\username
Agent Monitor Alias = userAlias
3. alias_default
a. Numeric value of 0 or 1.
NOTE If you import to user aliases of the same type, one of

them must be the default. If you import only one alias of a
given type, always make this value 1.
b. This value indicates whether the imported alias is the default alias for this
alias type.
4. position_id
a. Numeric value of 0 or 1.
NOTE This value is not normally used. Only set it when you
work with a Nortel switch.
b. This value indicates the position ID that the team member's alias might be
assigned to depending on the configured switch model.


Import Team Members
5. extension
Numeric value that indicates the position ID that the team member's alias
might be assigned to depending on the configured switch model.
6. pin
This alphanumeric value represents the alias password of up to 30 characters.
NOTE Passwords are encrypted (with SHA1 encryption)

and are stored encrypted in the database.
Examples
Agent Monitor Alias = mypassword45 (alphanumeric.) See Figure 144.
Nortel Switch Alias = 3456 (numeric for switches).
Figure 144 Example Data Import Map for the file example
IMPORTANT The Type-Format used on the fields is very

important. If you import more than one alias, ensure that
each column that contains the alias data uses the
Type-Format of 0 - Alias.


NOTE Additional information is in the knowledge base

article, How To Import Agents 3.0. Contact HP Technical
Support for assistance.
Cautions
CAUTION The list of team members in a CSV text file can

only be assigned to one team per CSV file. If you have 100
agents to assign to five teams, you need to create five CSV
files, grouping the agents for each team into a separate CSV
file.
When possible, avoid using the Run Now and Run Once
schedules. Hourly is the best way to schedule, however it
does not import on the first iteration of the schedule, and the
Import Scheduler only refreshes once an hour. It actually
runs on the second iteration (that is, an hour later than you
may anticipate).
Example
This example creates a schedule at 7:00 a.m. (07:00) to run 1 hour and 00
minutes, to start at 7:30 a.m. (07:30) on 06/23/09, and ending at 7:30 a.m.
(07:30) on 06/24/09.
If the Import Scheduler refreshes at 7:15 a.m. (07:15), it identifies that the first
schedule is to run at 7:30 a.m. (07:30), the log files show the Last Run was at
7:30 a.m. (07:30in the future). The Next Run is at 08:30 a.m. When
7:30 a.m. (07:30) comes, the schedule does not run. The first time it actually
runs is at 8:30 a.m. (08:30the second iteration).


CHAPTER 11
Create Evaluations
Quality-driven organizations need evaluation technologies that save time, improve
coaching efficiency, and deliver proven bottom-line results. Qfiniti Advise meets
those needs.
Qfiniti Advise is a centralized evaluation and analysis solution that drives contact
center performance by enhancing coaching and eLearning effectiveness by
streamlining quality-management tasks and by improving scoring consistency.
Qfiniti Advise delivers:
centralized management that supports enterprise-wide quality performance
consistent quality data and evaluation results
efficiency through a fast and precise evaluation process
flexible evaluation planning, measurement, and analysis
proven ROI benefits of increased productivity and enhanced customer
satisfaction
When you evaluate team member performance, quality measurements indicate
how well team members perform their duties. For example, any team member can
answer customer questions, but a quality score shows how well the team member
answers the questions. Qfiniti Advise helps you set up and implement your quality
measurement program in two parts.
Qfiniti Advise lets you create unique evaluation forms for each team in your
organization.
Evaluation Forms. An evaluation form is the interactive interface that lets you
evaluate a team members strengths and weaknesses against a consistent set


Chapter 11 Create Evaluations
of performance criteria. This form is the foundation of the Qfiniti approach to

evaluating quality performance.
Evaluation Scorecard. An evaluation scorecard uses an evaluation form to
determine the content that appears in a scorecard. The template determines
which questions and performance areas appear, and which classifications are
available for selection.
In addition to letting you answer questions about team member performance,
evaluation scorecards let you add notes to specific questions, performance areas,
or to the entire evaluation. After a supervisor completes and saves an evaluation
scorecard, you can view the scorecard. If a recording is loaded into the Media
Player, you can attach the recording to the evaluation to support your evaluation
of the team members performance. You can export scorecards to a variety of
formats to send by e-mail and to print. You can also perform self-evaluations with
evaluation scorecards.
Questions and Answers
Performance Areas
Evaluation Forms
View Training Scorecards

Questions gather specific information for evaluations. As evaluators answer the
questions on an evaluation scorecard, Qfiniti calculates evaluation scores by
comparing the score for each question to a target score.
When you create questions, you can create performance goals and priorities
based on the skills that are most important to your organization. The target score
shows the ideal response, which represents the highest level of team member
performance. In addition, each question can carry a relative weight. The relative
weight is a percentage value that indicates the relative importance of a question
when Qfiniti calculates a performance area score.
For example, assume that you want team members to be courteous and
knowledgeable. A particular team member might be very courteous to customers,
but not always able to provide helpful information. When you determine which
quality is more important, you can assign it a greater relative weight.


A question can have one of a variety of answer styles applied to it. To assist the
quality manager in creating a question, the answers are saved in an answer
template, which can be used in multiple questions, to avoid the need to recreate
the same answer for multiple questions.
Qfiniti calculates performance area scores based on the answer score, target
score, and relative weights. Table 14 shows how Qfiniti calculates this score.
NOTE The subquestions of branching questions do not

count toward the score.
Table 14 Score calculation

Answer Target Adjusted Score Relative
Score Score (answer/target) Weight Question Score1
Question 1 = 7 10 (7/10) = 0.7 1 (0.7 X 1)/4 = 0.175
Question 2 = 5 10 (5 / 10) = 0.5 1 (0.5 X 1)/4 = 0.125
Question 3 = 10 10 (10 /10) = 1 2 (1 X 2)/4 = 0.5
Total Performance Area Score 4 (0.175 + 0.125 + 0.5) = 0.8 = 80%
1. Qfiniti calculates each question score using the formula: (adjusted score X relative weight) / total weight

Guidelines
Create an Answer Template
Modify an Answer Template
Delete an Answer Template
Create a Question and Answer Set
View a Question and Answer Set
Modify a Question and Answer Set
Delete a Question


Guidelines
The guidelines for creating questions and answers are:
Naming Conventions for Questions. Always use logical names for your
questions so that team members can readily understand which question to
select when they create a performance area.
Scoring & Weighting for Questions. Keep scoring and weighting as simple
as possible. Using complex scoring and weighting increases the possibility of
scoring an evaluation incorrectly.
Naming Conventions for Answers. Always use logical names for your
answer templates so that team members can readily understand which
template to select when they create a question.
Score Ranges for Answers. Use realistic score ranges. For example, using a
score range of 1 to 50 can be more confusing than a range of 1 to 5.
Yes/No Answers. To consistently score Yes/No questions, create only one
Yes/No answer and assign scores of 0 and 1. If you create multiple Yes/No
answers that are identical except for the scoring, other quality managers might
select the wrong Yes/No answer and produce inaccurate evaluation scores.
Use question weighting to increase the value of the answer, if required, for a
particular performance area.
You can start by either creating answer templates (that are used in question
and answer sets) or by creating question and answer sets. You can create an
answer template while creating a question and answer set.
Create an Answer Template

Answer templates are predefined sets of answers that you can assign to one or
more questions. Answer templates help you to ensure consistent evaluation
responses across your organization, and they save time and effort in creating
answers to questions.
NOTE You cannot modify an answer template. When you

delete one, it is no longer available for new question and
answer templates, but it is still used in previously created
question and answer templates.
To create an answer template

The Questions View List page opens (see Figure 145).


Figure 145 Questions View List
2. Select select either New or Open.

The Questions dialog box opens (see Figure 146).
Figure 146 Question dialog box
3. Select the Answers category, and then select Add (+) next to Answer
Template.
The Add an Answer Template dialog box opens (see Figure 147).


Figure 147 Add an Answer Template dialog box
4. In the Name box, type a name for the new answer template.
5. (Optional) In the Description box, type a brief description for the new answer
template.
6. From the Type menu, select one of the answer types.
Radio Buttons. This answer type requires a set of answer/score pairs
from which the evaluator chooses. Within each answer template, the
answer/score pairs must be unique. The evaluator can select only one
radio (option) button.
Drop-Down List. Requires a set of answer/score pairs from which the
evaluator chooses from a list.
Edit Box. Lets evaluators type numeric values (only) in a text box. For
example, the evaluator can rate a team members performance on a scale
from one to five.
Multi-Select. Requires multiple answers from which the evaluator selects
one or more answers.
7. For Radio (option) Buttons, Drop-Down List, and Multi-Select styles, select
Add (+) to define an answer.
The List Value dialog box opens (see Figure 148).


Figure 148 List Value dialog box
a. In the Answer text box, type an acceptable answer.

b. In the Score text box, type a numeric score for the answer.
c. Select either:
Add to save the answer and add another one.
OK to save the answer and close the dialog box.
NOTE The Name and Score value appear in the

Answers table.
d. Repeat Steps a.c. for each possible answer to the question.

8. (Edit Box answer Type) In the Min. Score text box, type a minimum score for
the answer.
9. (Edit Box answer Type) In the Max. Score text box, type a maximum score for
the answer.
10. (Optional) To make the answer template available for use, select Publish.
11. Select Save.
Modify an Answer Template

Editing an answer template affects which answers are available for questions.
To edit an answer template

The Questions View List page opens.
2. From the View List page, select a question, and then select Open.
3. Select the Answers category.
4. From the Answer Template drop-down list, select the answer template you
want to edit, and then select Edit (Pencil icon) next to Answer Template.
The Edit an Answer Template dialog box opens (see Figure 149).


Figure 149 Edit an Answer Template dialog box
5. Make the needed changes to the answer template.

6. (Optional) To make the answer template available for use, select Publish.
7. Select Save.
Delete an Answer Template

If you delete an answer template, you can no longer use it for new questions, but
it is still available for use in previously created questions.
To delete an answer template

2. From the View List page, select a question, and then select Open.
3. From the Category View List, select Answers.
4. From the Answer Template drop-down list, select the answer template you
want to delete.
5. Select Delete.
6. Select Yes in the confirmation message to delete the answer template.
Otherwise, select No to keep it.



You assign questions to performance areas that appear in evaluation forms. You
must create at least one question before you can create a performance area.
You can create questions and answers once, then assign them to one or more
performance areas of evaluations.
To create a question and answer set

2. Select New.
The Question dialog box opens, cleared for a new question (see Figure 146
on page 317).
The General Information category is selected.
3. (Required) In the Name text box, type a name for the question.
4. In the Question text box, type the actual question.
NOTE Use clearly worded questions to assess a specific

skill or task.
5. In the Scoring Tip box, type information for the evaluator on how to score the
question.
This tip appears when the evaluator hovers the mouse pointer over a
question.
6. In the Answers category, select an answer Type.
Radio Button (that is, option button) allows the evaluator to select one item
from a displayed list. The options are mutually exclusive.
Drop-down List allows the evaluator to select one item from a drop-down list.
This answer type is more compact than the Radio Button type.
Edit Box allows the evaluator to type text.
Multi-Select allows the evaluator to choose one or more answers.
7. Select an answer template from the Answer Template drop-down list.
The answer template details appear in the Details columns of the Answer
category.
You can select one of the buttons to work with answer templates:


Add (+). For information on creating an answer template, see the

procedure, Create an Answer Template on page 316.
Pencil (Edit). For information on editing an answer template, see the
procedure, Modify an Answer Template on page 319.
Delete (). For information on creating an answer template, see the
procedure, Delete an Answer Template on page 320.
8. (Optional) If you select Allow question to be marked N/A, evaluators can
answer the question as Not Applicable on the associated scorecard. Also,
Use Not Applicable becomes a valid choice for the Auto-Answer option of the
question.
9. In the Attributes category, select from the following options for the current
question (see Figure 150).
Figure 150 QuestionAttributes & Team Access categories
a. (Optional) To make a question weighted, select Yes in the Weighted list,

and then type a weighting value in the Relative Weight text box.
NOTE By default, the Relative Weight value is

1.0000. That is, all questions are equally weighted.
Non-weighted questions (select No in the Weighted list) do not affect

averages or total possible points. They cannot have a target answer, and
they have no relative weight.


The other choices for Weighted that do not use relative weight are:
NoUse Raw Answers
NoUse Percent Answers counts the question as a percentage of the
total possible questions.
b. In Relative Weight, type the relative weight of the answer (only for a
Weighted question).
NOTE Relative weight indicates the level of

significance compared to the other questions in the
performance area. Questions with a high relative weight
have more impact on the total score and averages.
For a standard question (without scoring emphasis), set the relative weight
to 1.0.
NOTE A relative weight cannot be negative. Values greater

than 1.0 place more significance on the answer and values
less than 1.0 place less significance on the answer as
compared to a unweighted (1.0) question.
For a question to have no point value, set the Relative
Weight to zero. Qfiniti disregards the non-scoring questions
when it calculates the performance area score. For
example, you can create a question to ask, Is this team
member certified? The non-scored answer provides useful
demographic information, yet it does not affect the
evaluation score.
c. From the Best Answer drop-down list, select one of the following options.
High Score
Low Score
d. (Optional) From the Auto Fail drop-down list, select whether auto fail
affects only the Performance Area or the entire Evaluation.
NOTE An Auto-Fail occurs if the evaluator selects the

worst response on an auto-fail question.
e. (Optional) An Auto Answer question assigns a preset value as an answer

for the purpose of saving time for evaluators on questions with a


commonly-used answer. To select an automatic answer to a question,

select Enable Auto Answer. Then you must select an Auto Answer from:
Use Worst Answer
Use Target Answer
Use Best Answer
Use Not Applicable. This option is only available if you selected
Allow Question to be marked N/A in Step 8 in this procedure.
NOTE Evaluators can either accept the auto-answer or

change it.
f. From the Target Answer box, select a target answer.

Based on the type of question, the Target Answer box can display a
multi-select, single-select, or a text box.
The Target Answer cannot be the Worst Answer, because that is the
opposite of the Best Answer.
10. In the Team Access category, select from the following options (see Figure
150 on page 322).
Select the check box by the names of the Teams that you want to have
access to the present question.
(Optional) Select all teams check box. Select this check box to select all
teams.
(Optional) Quick Find. Type the name of the team to search for in a long
list.
(Optional) Selected Teams Only check box. Limit the Quick Find search
to the list of selected teams.
11. (Optional) In the Classifications category, select classifications to assign to
this question (see Figure 151).


Figure 151 Question Classifications
12. (Optional) To make the questions available for evaluations, select Publish.
NOTE The Publish check box is available only after you

define all the required attributes.
13. Select Save, and then close the dialog box.
View a Question and Answer Set

The View List page provides a list of all defined question and answer sets,
including their basic attributes.
Prerequisites
To view question and answer sets, you must have a role that
includes the permission, Allow the user to view existing
question and answer sets.
To view a question and answer set

1. Select Questions on the Evaluations tab.
The Questions View List page displays the following information.
Name is the name of the question and answer set.
Version shows the version number of the question and answer set.
Published displays Yes or No to show if a question and answer set is
published.
Style displays the question and answer set style.
Radio Buttons (that is, option buttons)
Drop-down List


Edit Box (text box)

Multi-select (multiple choice).
Weight displays a numeric value for weighted and non-scoring questions.
Target Answer displays the target answer if one is set. If no target answer
is set, it displays Not Available.
Auto Answer Score displays the score of the auto answer if one is set.
Auto Fail displays 1 if the question is set to auto-fail either the question
or evaluation area. An auto-fail occurs if the evaluator selects the worst
answer on an auto-fail question.
Best Answer displays the most desirable answer if one is set.
Non-Scoring shows whether the question is non-scoring.
Last Modified By the team member who last saved the record.
Last Modified On the date on which the record was last saved to the
database.
2. Select a question from the list and select Open.
The dialog box for the question and answer set opens.
3. In the workspace, you can select a question, and then select Open to see the
question and answer set.
Modify a Question and Answer Set

If you change a question and answer set after it is published, Qfiniti creates a new
version of the question and answer set to identify the revised question and answer
sets. For information about performance area versions, see Version Numbers on
page 336.
To modify a question and answer set

2. Select the question you want to change, and then select Open, either from the
toolbar or from the shortcut (right-click) menu.
3. Make changes as needed to the question and answer set.
Options are described in Create a Question and Answer Set on page 321.


Performance Areas
Delete a Question
If you delete a question, you cannot select it for new performance areas, but it
continues to be used in previously created performance areas.
To delete a question
2. Select the question to delete.
3. Select Delete, either from the toolbar or from the shortcut (right-click) menu.
A Confirm Delete message box opens.
4. Select Yes to delete the question, or select No to avoid deleting it and return
to the View List.
Performance Areas
A performance area is a group of evaluation questions that relate to a particular
area of job performance, such as software, computer, or service-related skills. A
supervisor answers each question according to observations of the team
members performance. As each question is answered, Qfiniti calculates the
performance area score and combines the score with other performance areas for
the total evaluation score.
Performance areas are the building blocks that enable you to create unique
evaluation forms. For example, a marketing team and a production team perform
different functions that require distinct performance areas. However, both teams
might have a common responsibility, such as producing quarterly reports. You can
create one performance area that evaluates the creation of reports and use that
performance area in both evaluation forms.
Prerequisites
Before creating a performance area, you must create all
questions for that performance area.

Guidelines
Create a Performance Area
Questions that Branch


Modify a Performance Area

Delete a Performance Area
View Performance Areas
Guidelines
Use meaningful naming conventions for performance areas so that you can
readily understand which performance area to select when you create an
evaluation form.
Create a Performance Area
To create a performance area

1. Select Performance Areas from the Evaluation menu.
The Performance Areas View List tab opens.
2. Select New.
The Performance Areas dialog box opens, cleared for a new performance
area definition. The General Information category is already selected (see
Figure 152).
Figure 152 Performance AreaGeneral Information category
a. In the Name text box, type a name for the performance area.


Performance Areas
b. (Optional) In the Description text box, type a brief description of the

performance area.
c. (Optional) To allow the performance area to be marked as not applicable
during an evaluation, select Allow Performance Area to be marked N/A.
Scores for performance areas that are not applicable do not affect the
evaluation score.
d. From Allow N/A Questions, select one of the following options.
Yes. Permits questions to be marked as not applicable.
No. Prevents questions from being marked as not applicable.
Use Question Settings. Inherits the Allow Not Applicable settings
from the setting for each question.
e. Select the Questions category.
The Questions category opens.
3. To add a question, select Add (+).
The Add Question dialog box opens (see Figure 153).
Figure 153 Add Question dialog box
4. Select the check box next to one or more questions that you want to add, and
then select OK.


As you select each question, its information appears in the bottom of the
dialog box.
You return to the Performance Area Questions category (see Step 7).
5. To change the order of questions within the performance area, select a
question, and then select either the Up arrow or the Down arrow.
6. To add a subquestion, see the procedure to Add a Subquestion on page 330.
7. To remove a question from the performance area, select the question and
select Delete (), and then select Yes on the confirmation message.
8. In the Team Access category, select the check box for each team that is
allowed to use this performance area.
9. (Optional) Select the Publish check box to make the performance area
available.
Questions that Branch

Qfiniti Advise lets you branch questions based on the answer given to a previous
question. For example, if you ask the question, Did the team member make the
sale?, you can follow up with Did the team member offer additional products? or
Did the team member offer an extended warranty?
Using branching questions increases your flexibility in obtaining information about
the call. You can branch questions one level below the parent question on
questions that have an answer type of Drop-Down (list) or Radio (option) button.
When an evaluator fills out a scorecard, subquestions appear when the evaluator
answers a parent question with the triggering answer. The completion percentage
of an evaluation depends on the evaluator answering the subquestions if they
occur.
Topics in this section are:
Add a Subquestion
Delete a Subquestion
Add a Subquestion
Qfiniti Advise lets you branch questions by adding one level of questions to a
parent question. For more information on adding branching questions, see
Create an Answer Template on page 316.
Adding subquestions for branching questions occurs when you create or modify a
performance area. You add questions that you have already set up under the
Questions page.


Performance Areas
To add a subquestion
NOTE You can only add subquestions to parent questions

with an answer type of Drop-Down or Radio (option) Button.
These questions have a Add (+) icon in the Questions
category.
If a question lacks a Add icon, you cannot add a
subquestion.
1. When you add questions to a performance area (see Step 3 in Create a

Performance Area on page 328), select the answer you want to add the
subquestion to (see Figure 154).
Figure 154 Questions
2. Select Add (+).

The Add dialog box opens (see Figure 153 on page 329).
3. Select the questions that you want to add as subquestions, and then select
OK.
The Add Question dialog box closes and the branching question appears
below the answer to the parent question.
4. Repeat Steps 13 for each parent question that you want to add subquestions
to.


Delete a Subquestion
To delete a subquestion
1. When you add questions to a performance area (see Step 3 in Create a
Performance Area on page 328), you can select the subquestion you want
to delete.
2. Select Delete () to remove the subquestion.
There is no confirmation message, but if you attempt to navigate away from
this performance area a message prompts you to save the changes.
3. (Optional) Select Publish.
Modify a Performance Area

If you change a performance area after it is published, Qfiniti creates a new
version of the performance area. The system-generated version number identifies
the revised performance areas. Any evaluation forms that use the performance
area are automatically updated to the new version. For more information about
performance area versions, see Version Numbers on page 336.
To modify a performance area

1. Select Performance Area from the Evaluation menu.
The Performance Area View List page opens.
2. Select the performance area that you want to change, and then select Open.
The Detail page opens with the performance area loaded.
3. Make changes as needed to the performance area definition. See the
previous procedure for descriptions of options.
4. (Optional) Select Publish.
Qfiniti generates a new version number.


Performance Areas
Delete a Performance Area

When you delete a performance area, all existing associations to evaluations,
evaluation forms, and evaluation plans remain intact. However, if you remove the
association, you cannot select the performance area again.
To delete a performance area

The Performance Area View List page opens.
2. Select the performance area that you want to change, and then select
Delete.
A confirmation message asks you to verify that you want to delete this record.
3. Select Yes to delete; otherwise select No to keep the record.
View Performance Areas

The Views page provides a list of all defined performance areas, including their
basic attributes.
Prerequisites
To view performance areas, you must have a role that
performance areas. (See Permissions on page 621.)
To view a list of defined performance areas
NOTE If the Evaluations module is already open, you can

simply select the Performance Areas page.

The Performance Areas View List page displays the following information for
each performance area.
Name is the name of the performance area.
Version is the version number of the performance area.
N/A Performance Area displays Yes or No to indicate if a performance
area can include a Not Applicable option.


N/A Questions displays Yes, No or Use Question Settings to indicate if

questions within the performance area can include a Not Applicable
option.
Published displays Yes or No to show if the performance area is
published.
Assoc. Evaluation Forms is the number of evaluation forms that the
performance area belongs to.
Last Modified By the member who last modified the performance area
definition.
Last Modified On the date the performance area definition was last
changed.
2. (Optional) To sort the list by a column, select the column header.
Evaluation Forms
An evaluation form is a template that determines which performance areas and
questions appear on an evaluation scorecard. You can customize each form
according to your needs. For example, the evaluation criteria for a sales team
might differ from that of a support team. You could create custom evaluation forms
to evaluate only performance areas that are relevant to each team.
NOTE Permission to create an evaluation form includes

permission to create answer templates, questions, and
performance areas. These permissions are assigned as a
set.
When you assign an evaluation form to an evaluation plan, Qfiniti automatically

applies the form to all evaluation scorecards that the plan generates. This helps to
ensure that all team members are evaluated with the same form.
When team members create a single evaluation on demand, they select the
evaluation form from within the scorecard.


Evaluation Forms
Prerequisites
Your role must have the appropriate permissions to
control access to:
Evaluation classifications
Evaluation forms
Evaluation scorecards
Evaluation questions
Evaluation classifications for Web surveys. (See
Permissions on page 621.)
Before you create an evaluation form, you must create all

answer templates, questions, and performance areas for
the evaluation form.

Guidelines
Version Numbers
Create an Evaluation Form
Modify an Evaluation Form
Delete an Evaluation Form
View Evaluation Forms
Configure Running Totals in Scorecards
Evaluation Question ClassificationsScores Based on Question
Classification
Evaluation Scorecard Completion and Closure
Guidelines
HP recommends always to use logical naming conventions for your evaluation
forms so that you can readily understand which evaluation form to select when
you create an evaluation plan.


Version Numbers
When you publish a new or modified evaluation form element (that is, a question,
performance area, or evaluation form), Qfiniti assigns a version number to each
element. New elements are labeled as the first version; modified elements are
labeled with the next version number.
NOTE Publishing or unpublishing elements does not

create new version numbers unless you make other
changes.
When a version number increases, version numbers for higher-level associated

elements also increase. For example, assume that you create a new question,
performance area, and evaluation form. Table 15 shows how later modifications
affect the version numbers.
Table 15 Change sequence affects version number

Evaluation
Question Performance Form
Change Sequence Version Area Version Version
1. Original Version 1 1 1
2. Modify Question 2 2 2
3. Modify Performance Area 2 3 3
4. Modify Evaluation Form 2 3 4
Unpublished elements retain any existing associations, however, they are not
available for use in new records. Additionally, if you remove an association for an
unpublished element, you cannot reassign it.
Create an Evaluation Form
To create an evaluation form

1. Select Evaluation Forms from the Evaluations menu, and then select New.
The Detail page opens, cleared for a new evaluation form definition. The
General Information category is open (see Figure 155).


Evaluation Forms
Figure 155 Evaluation Form (1)
2. In the Name text box, type a name for the evaluation form.
(Optional) In the Description box, type a brief description for the
evaluation form.
In Allow N/A Performance Areas, select one of the following options.
Yes overrides the Allow Not Applicable settings for the performance
area, which allows the performance area to be marked as not
applicable.
No overrides the Allow Not Applicable settings for the performance
area, which prevents the performance area from being marked as not
applicable.
Use Performance Area Settings inherits the Allow Not Applicable
settings from each performance area.
In Allow N/A Questions, select one of the following options.
Yes overrides the Allow Not Applicable settings for questions, which
allows questions to be marked as not applicable.
No overrides the Allow Not Applicable settings for questions, which
prevents questions from being marked as not applicable.


Use Question Settings inherits Allow Not Applicable settings from

the Allow Not Applicable setting for each question.
3. Select the Performance Areas category, and then select Add (+) to open the
Add a Performance Area dialog box (see Figure 156).
Figure 156 Add a Performance Area dialog box
Select the performance areas that you want to add, and then select OK.
The Performance Area dialog box closes and the list updates in
Performance Areas.
To change the order of performance areas within the evaluation form,
select a performance area, and then select either the Up arrow or the
Down arrow until it is in the desired position.
(Optional) Select the Classifications category.
The Classifications category opens (see Figure 157).


Evaluation Forms
Figure 157 Evaluation Form Classifications
To require a classification for evaluations that use this form, select

Require Classifications.
To limit the classifications available for the evaluation, select Limit to
Selected Classifications, and select the desired classifications.
NOTE If you select Limit to Selected Classifications, the

team access rules regarding classifications are ignored. The
currently logged-in users see all the classifications specified
for the evaluation form regardless of their team access.
Select Selected Classifications Only to see the selected classifications

and any associated values.
4. Select the Settings category.
The Settings category opens (see Figure 158).


Figure 158 Evaluation Form Settings
You can select the check boxes to:

Select how Qfiniti displays the evaluation score.
Percentage is calculated as a percentage score.
Raw is the cumulative score without calculating a percentage score.
None
Weighted Average
Show question weighting displays each questions relative weight within
an evaluation scorecard.
Show auto-answer questions indicates auto-answer questions within an
evaluation scorecard.
Show auto-fail indicates auto-fail questions in an evaluation scorecard.
Evaluation Expires. To set expiration values, select the check box. To
clear expiration values, clear the check box.
Expiration Type. Select a time period from Weekly, Monthly, or
Duration.
Type or dial a number in the scroll box.
Select Weekly or Monthly from the list.


Evaluation Forms
Require acknowledgement of the evaluation. Select this option to

require team members to acknowledge receipt of a finished evaluation.
NOTE If selected, each evaluation that uses this form

includes an optional comments box and a button that
the team member must select to acknowledge having
received the evaluation.
5. Select the Team Access category (see Figure 159).

The Team Access category opens.
Figure 159 Team Access category
To quickly find a team, type part of its name in the Quick Find text box.
Select Selected Teams Only to display only the selected teams.
Otherwise, you see all of them in the list.
To allow everyone access to the current evaluation form, select all teams.
Otherwise, evaluators who use the present evaluation form only have
access to the teams that you select here.
6. (Optional) To make the evaluation form available, select Publish.
Modify an Evaluation Form

If you change an evaluation form after it is published, Qfiniti creates a new version
of the evaluation form to identify revised evaluation forms. For information about
performance area versions, see Version Numbers on page 336.
To modify an evaluation form

1. Select Evaluation Forms from the Evaluations menu, and then select Open.
The Detail page opens with the evaluation form loaded.


2. Make changes as needed to the evaluation form.

3. Verify the status of the Publish check box.
Qfiniti generates a new version number.
Delete an Evaluation Form

Before you can delete an evaluation form, you must remove all associations to
evaluation plans and evaluation scorecards.
NOTE The permission to delete evaluations is separate

from the permission to delete evaluation forms.
You can remove evaluation forms from evaluation plans, however, to delete an
evaluation form associated with a published evaluation, you must delete the
evaluation.
To delete an evaluation form

1. Select Evaluation Forms from the Evaluations menu.
The Evaluation Forms View List page opens.
2. Select the evaluation form that you want to delete, and then select Delete.
You can also select Delete from an open evaluation form.
A confirmation message opens to verify your intention.
3. Select either Yes to delete, or select No to keep the record.
View Evaluation Forms

The View List page shows a list of all defined Evaluation Forms, including the
basic attributes.
Prerequisites
To view team member evaluation forms, you must have a
role that includes the permission, Allow the user to view
existing Team Member evaluation forms (see
Permissions on page 621).
To view evaluation forms, you must have a role that

evaluation forms (see Permissions on page 621).


Evaluation Forms
To view an evaluation form

Select Evaluation Forms from the Evaluation menu.
The Evaluation Forms view tabs display the following information.

Name is the name of the evaluation form.
Version is the evaluation form version number.
Allow N/A PAs (Performance Areas) displays Yes, No, or Use PA
Settings to indicate if an evaluation form can include Not Applicable as an
option for performance areas.
Allow N/A Questions displays Yes, No, or Use Question settings to
indicate if an evaluation form can include Not Applicable as an option for
questions.
Published displays Yes or No to indicate if an evaluation form is published
(available for use).
Require Classification shows whether you must attach a classification to
the evaluation form.
Plan Count displays the number of evaluation plans that use this
evaluation form.
Group Count displays the number of teams that use this evaluation form.
Eval Count shows the number of evaluations created from this evaluation
form.
Last Modified By shows the team member who last saved the evaluation
form.
Last Modified On shows the date the record was last saved to the
database.


Configure Running Totals in Scorecards

For each type of evaluation form, you can define whether it displays running totals
in the evaluation scorecard as the evaluation progresses. This function is
separately definable for standard scoring and alternative scoring mechanisms.
You manage it in the Evaluation Form category and access is restricted to the
group.
For example, on a Coaching form, you want to show the scores as the evaluator
progresses through the evaluation scorecard (see Figure 160).
Figure 160 Evaluation Form definitionSettings
Display scores as (choose one):

Percentage displays scores as a percentage for scorecards, performance
areas, and questions in a scorecard.
Raw displays raw scores for scorecards, performance areas, and
questions in a scorecard.
None. Select this option to hide all scores for scorecards, performance
areas, and questions in a scorecard that uses this form.
Weighted Average
Show question weighting. Select the check box to show weighting on the
scorecard.
Show auto answer. Select the check box to show whether the question is
auto-answered on the scorecard.
Show auto-fail indicates auto-fail questions in an evaluation scorecard.


Evaluation Forms
Evaluation Expires. Select this option to make Expiration Type available so

the scorecard can expire.
Expiration Type: Select from Weekly, Monthly or Duration. If you select
Duration, type or scroll to a number in the spin box, and then select
Weeks or Months from the drop-down list.
Weeks/Months list.
Require evaluation acknowledgement. If you select this option, the
evaluated team member must acknowledge receipt of the scorecard. The text
box below the control is editable.
Evaluation Question ClassificationsScores Based on Question

Classification
You can mark evaluation questions with relevant classifications to denote
corporate values or guiding principles.
Evaluation Question Classifications associate an evaluation classifications with a
question when it is defined. Using this mechanism, it is possible to classify a
question with corporate principles or values such as Connected, Appreciation,
Responsibility, and Enthusiastic without having to type any of this information on
the scorecard.
When you define a question, you can assign a classification to it, which can
drive functionality during scoring.
When you define an evaluation classification, you can associate a graphic with
a classification so that it is a visual indicator that an evaluation classification is
associated with the question.
The following assumptions apply:
Classifications that are assigned to evaluation questions come from the list of
Evaluation Classifications.
You can associate a small image (icon) with a new or existing evaluation
classification. The definition page contains a picture box and buttons to add or
remove images. When you load an image and save the classification, the
image data saves into the database.
The size of the JPG graphic to associate with an evaluation classification is
predefined as 16 pixels by 16 pixels so that the image fits on the Scorecard
and displays correctly.
When you display a scorecard, the images (icons) representing any
classifications assigned to a question appear.
On the Question definition page in the Classifications category, you can
assign one or more classifications to questions. The classification selector


displays images that are assigned to evaluation classifications. If an

evaluation classification does not have a custom image, it shows the standard
Qfiniti classification icon (see Figure 157 on page 339).
On the Scorecard Detail page, if a question contains classifications, the
images for classifications appear in the header panel for each question. The
order in which the images appear is the same order in which the
classifications were defined. When you hover the mouse pointer over a
classification image, it shows the classification name in a tooltip (see Figure
161).
Figure 161 Evaluation ScorecardClassifications with icons
All question classifications

attached to a question display
as images
The question classifications are configurable. The current list of classifications

appears in the Description field.
The sample principles are Connected Appreciation, Responsibility, and
Enthusiastic. You can rename them if you desire (see Evaluation Question
ClassificationsScores Based on Question Classification on page 345).
A question can have one or more classifications, or no attached
classifications.
Qfiniti Advise provides scoring based on each defined classification through a
custom report that can be changed as the default evaluation scorecard report
to replace the current scorecard report.
Qfiniti provides an overall total for each classification as part of the custom
report, as well as an average score for each classification based on the overall
total for each classification divided by the number of answered questions
where the classification in question is marked as relevant and where the
response is not Not Applicable.


Evaluation Forms
Qfiniti stores the score for each question and classification combination. While
answers are totaled for overall scoring, the individual element scoring is also
preserved.
Since calculations for classifications are based on answer scores and whether
the classification that represents a principle assigned to the question, no
scores for classifications are saved directly in the database. They can be
recalculated at any time based on the saved answers and assigned
classifications. The values are only calculated within the report.
Evaluation Scorecard Completion and Closure

The evaluation closure cycle process works on a configurable weekly calendar. A
weekly process runs to identify scorecards that are complete.
Under normal circumstances, an evaluator can make changes to a scorecard until
the end of a the week. At the defined end of the week, the scorecard is closed to
any further changes.
The Evaluation Expires group in the Evaluation Scorecard Form (in the Settings
category) allows the scorecard to expire.
When you select the Evaluation Expires check box (for an evaluation form), you
can select Weekly, Monthly, or Duration from the Expiration Type drop-down
list (see Figure 160 on page 344).
If you select Weekly, any scorecard created with this form expires on the last
day of the work week as defined in Platform Settings.
If you select Monthly, the scorecard expires on the last day of the current
month.
If you select Duration, two other fields become available to allow the entry of
a numeric value and a selection of Weeks or Months. In this case, if you
select 2 weeks, the evaluation scorecard expires in 14 days. (The expiration
date is the last day you can make changes to the scorecard.)
Require evaluation acknowledgement. If you select this option, the
evaluated agent must acknowledge receipt of the scorecard. The text box
below the control is editable.
Upon the expiration of the scorecard, the evaluation scorecard becomes locked
so that it cannot be modified except by someone whose role has the permission
assigned to Allow user to edit an evaluation expiration date in a scorecard.
When you save a scorecard that is built from an Evaluation Form that is set to
expire, the Expiration Date appears near the top of the Scorecard.


An automated system process identifies evaluations scorecards that are

completed. It closes these scorecards so that no further updates to the data are
allowed. This process runs as a database job, the timing of which is configurable.
A database job that runs nightly expires any evaluations scorecard in which the
Expiration Date in the Scorecard has elapsed.
A completed evaluation scorecard is one where every question has been
answered. Even a Not Applicable response counts as an answer.
Incomplete evaluations scorecards are those where one or more questions were
not answered by the expiration.
As part of the weekly closure process, any scorecards that are marked as
incomplete and are locked to further changes.
Questions are only answered when the appropriate point is raised on the call
being evaluated. Some questions may not be relevant and must be answered as
not applicable.
An administrator can reopen an incomplete or locked evaluation scorecard with a
permission called Allow user to edit an evaluation expiration date in a scorecard.
By changing the Expiration Date on the Scorecard to the current date or a future
date, the evaluation scorecard becomes unlocked and the evaluator can make
further changes.
Reopen an Incomplete or Locked Scorecard
Evaluation Subcategories
Reopen an Incomplete or Locked Scorecard
To reopen an incomplete or locked scorecard

1. Select the Evaluation Date drop-down list, and then select a new date.
2. Select Save.
3. Notify the evaluator that the scorecard is available to be completed with the
new expiration date.
At the defined period end, the evaluation scorecard is closed and no further
changes are allowed. This closure applies to specified Evaluation Types. Whether
an Evaluation Type is closed in this process is defined in the system
administration.


Evaluation Subcategories
You can group questions into subcategories within the evaluation form. This is
done through the Administration category at the time you create performance
areas in the evaluation form.
Example
The form Sales_inbound_assmt_v2_2 has the following groups.
Section 1. Program NameQuestions 13
Section 2. WelcomeQuestions 46
Section 3. EvaluationQuestions 713
Section 4. ActionQuestions 1421
Section 5. ResolutionQuestions 2230
Section 6. CloseQuestions 3134
Section 7. GeneralQuestions 3540
You can provide subtotal and reports on evaluation performance areas.
Questions grouped into sections do not have to be sequentially linked. When you
define Performance Areas, you group the questions in a logical order. They
appear grouped in the user interface. You can reorder the questions in the
Evaluation Form into any order that you need.

If recordings that are classified as Training Calls include attached scorecards, any
training recordings also contain the scorecards with Team Member information
treated with the anonymity feature.
The training scorecards contain Agent, Training as the Team Member Name,
Training Calls as the team name, and Training and a date as the evaluation name.
The remaining scorecard fields are the same as the original scorecard.
To set up the anonymity feature for training scorecards, see Create an
Anonymous Recording for Training on page 282.




CHAPTER 12
Work with Evaluation Plans

This chapter is of interest to evaluation plan administrators and evaluators.
Overview of Evaluation Plans
Use Evaluation Plans

An evaluation plan allows administrators to automatically create play lists of
recordings from selected team members to be evaluated by selected evaluators.
The Qfiniti Evaluation Plan Service generates these assignments nightly. The
features on the Evaluation Plan tab allow plan administrators to track completion
of these assignments and to edit assignments or reassign them as needed.
Definitions
Uses of Evaluation Plans
Permissions for Roles
Evaluation Plan Execution


Chapter 12 Work with Evaluation Plans
Definitions
An evaluation plan schedule defines the evaluators, team members, a filter for
recordings, and a schedule that defines durations for plan cycles and other
details.
A cycle is a single run of a plan. A plan contains one or more cycles. A plan set up
for one week has a new cycle starting each week. Cycles are numbered
sequentially (Cycle 1, Cycle 2,... and so forth). When an evaluation cycle ends,
evaluators need some time to continue to work on the plan. A setting on the
evaluation plan controls the number of days that cycles are available to work on
after the plan ends.
An assignment is a single recording assigned to a single evaluator. The
assignment tracks the status of the evaluator including when the evaluation
begins and when it is complete. An assignment status can be one of the following:
Not started. An assignment has the not started status when it is assigned by
the system or an administrator.
Started. An assignment moves to started status when the evaluator loads the
recording into the player.
Complete. An assignment moves to complete status when the scorecard is
complete and published (that is, made available for review).
Skipped. An assignment moves to skipped status when the evaluator selects
Next Recording in the Media Player without starting and saving an evaluation.
A comment is required to skip an evaluation.
A calibration call in a plan specifies an evaluation form that may have calibration
assignments. Such assignments are placed into the queue of all evaluators in the
plan. This plan allows administrators to compare how each evaluator rates the
same call. Evaluators cannot tell if a call is for calibration purposes.
Evaluation plans are used by:
evaluation plan administrators set up the plan schedules and use the plan
summary and assignments features. They create the plans, but are not really
a part of a plan. Administrators develop schedules, make assignments, and
track the Plan Summary. The majority of features on the Evaluation Plans tabs
are oriented to administrators.
evaluators, such as supervisors or quality assurance (QA) analysts rate the
assigned recordings of team members. Evaluators use the My Summary page
as well as the Media Player and evaluation scorecards.


Uses of Evaluation Plans
Prerequisites
Qfiniti Advise licenses must exist for team members for them
to be part of an evaluation plan.
Qfiniti Observe must have recordings available.
Administrators create evaluation plans based on:

call recording metadata:
ANI, DNIS, and CTI data
classifications
media type
call duration
analytics data: call types (topics), for example, churn calls, first contact
resolution calls through the use of classifications
number of interactions required by the plan
interaction types:
voice-only recordings
voice-and-screen recordings
screen-only recordings
evaluation scorecard:
for calibration calls, all evaluators must use the same scorecard template
otherwise, evaluators can use any available scorecard
Evaluators and administrators can see the progress of a plan toward its goal in the
current cycle:
in the evaluators My Summary view or in Evaluations > Evaluation Plans >
Plan Summary
order and prioritize assignments by selecting Evaluations > Evaluation Plan
> Assignments
historical progress of a plan in previous cycles on the Plan Summary page
drill down to see the progress of each evaluator. From the drill-down view, you
can go to the list of recordings to reassign them to other evaluators.


see recordings that are assigned to a plan, cycle, and evaluator, and to
reassign a recording to different evaluator, and to unassign an assignment (by
deletion)
see a list of scorecards by plan, cycle, evaluator through dynamic views
see the calibration call and a summary of each evaluator
report the time it takes an evaluator to perform the evaluation task through
Evaluations > Evaluation Plans > Assignments
Start when the evaluator opens a recording
End when the evaluator publishes the evaluation scorecard
Permissions for Roles

The permissions for evaluation plans appear under Teams > Roles. You select
which permissions for each role to have (see Roles on page 175).
The predefined Administrator role has all the following permissions granted.
Prerequisites
Recording Files
Allow user to assign a recording to an evaluation plan
Evaluation Plan Assignments
Allow user to delete assignments
Allow user to update existing assignments
Allow user to view evaluation plan assignments
Evaluation Plan Schedules
Allow user to create schedules
Allow user to delete schedules
Allow user to update existing schedules
Allow user to view existing schedules
Evaluation Plan Summary
Allow user to view evaluation plan summary
My Summary
Allow the user to complete evaluation plan assignments
Allow user to skip evaluation in a Plan


Evaluation Plan Execution

A service runs the evaluation plans nightly to find recordings for the evaluation
plan that matches the specified filter. The target recordings are dispersed evenly
throughout the duration of the plan. A weekly plan with a target of two recordings
attempts to assign the first recording for each team member on day 1, and the
second recording for each team member on day 4. If no recordings are found for
some team members, the assignments are attempted each day until either the
recordings are found or the cycle ends.

The Evaluation Plans tab provides access to several work spaces from a
drop-down menu (see Figure 162). This section discusses the work spaces in the
order of the work flow.
Figure 162 Evaluation Plans tabSchedules
Breadcrumb trail
Open Schedule
New view New Schedule
Edit View
Refresh
Delete View
Share View
Evaluation PlansMy Summary work space is used by evaluators to see
what work they need to complete.
Evaluation PlansPlan Summary work space is used by plan administrators
to track the progress of work performed on the evaluation plans.
Evaluation PlanAssignments work space is used by plan administrators to
view and edit the assignments.
Evaluation PlanSchedules work space is used by plan administrators to
add, view, and edit the evaluation plan schedules. A schedule defines
evaluators, teams and members, duration, filters to identify recordings, and
perhaps a specific evaluation form.


The Evaluation Plans tab shows features that are common on other pages.
Breadcrumb trail shows the path of how you got to your present location.
Views list contains different ways to view data in the workspace. Select a
view.
New, Edit, Open, Delete action buttons work with selected items, depending
on which feature you are using. These actions are replicated on a shortcut
menu that you can open by right-clicking any of the selected objects in the
work space.
SchedulesNew, Open, Delete
AssessmentsPlay, Edit, Delete
Plan AssignmentsShow Recent Plan Cycle, Show all Plan Cycles
My SummaryPlay Recordings and Evaluate, Refresh, All in-Progress
Assignments
Sort. Select a column heading to sort by that column. Select the column
heading again to reverse the sort order.
Displayed columns. Hover the mouse pointer on a column heading, and then
select the down arrow to open a Columns menu (see Figure 163).
Figure 163 Column menu


Select the Columns item to view or change which columns appear in the work
space.
Sort Ascending
Sort Descending
Columns. Select columns to display or clear column names to hide them.
Plan Name
Status
Published
Target Plan Cycles
Plan Period
Plan Period Type
Plan Cycle Period
Start Date
End Date
Last Modified On
Last Modified By
Group by this field. Selecting this option groups the data by divisions in
that column. For example, group by Start Date shows the interactions
grouped by date. A subtotal appears by each date.
Show in groups. Selecting the Group by field option makes this option
available. To revert to an ungrouped view, clear this check box. Selecting
this check box first shows no effectuntil after you sort by column.
NOTE You can move and sort columns, and group by

fields as described in Rearrange Rows and Columns
on page 252.
Select the Group by this Field option to see subtotals
by categories in the selected column.

Evaluation Plan Views
Evaluation PlansMy Summary
Evaluation PlansPlan Summary
Evaluation PlanAssignments


Evaluation PlanSchedules
Evaluation Plan Views

A view determines what displays in the work space. The views on all the
Evaluation Plans pages work the same as those described for the Schedules
page.
Add a View of Evaluation Plan Schedules
Edit a View of Evaluation Plan Schedules
Delete a View of Evaluation Plan Schedules
Share a View of Evaluation Plan Schedules
NOTE The following views exist upon installation and

cannot be changed or deleted.
Evaluator Summary on the Schedules page
All Evaluation Plan Assignments on the Assignments
page
Evaluator Summary on the Plan Summary page
My Summary on the My Summary page
Add a View of Evaluation Plan Schedules

Administrators can create custom views of evaluation plan schedules. It can be
useful to see a view by teams, product lines, and so forth.
To create a view of evaluation plan schedules

1. Select Schedules from the Evaluation Plans tab.
The list of All Evaluation Plan Schedules appears in the work space. The
Views panel contains a list of existing views.
2. Select New View > Dynamic View in the Views menu.
The View Name dialog box opens (see Figure 164).


Figure 164 View Name dialog box
3. Type a unique, descriptive, View Name.

From the first drop-down list, select a parameter to filter on.
From the second drop-down list, select a comparison operator.
In the text box, type a criterion value.
4. (Optional) Select Add [+] to add another criterion set. Select a Boolean
operator (and optional ordering element) from the first column and repeat the
process shown in Step 3.
5. Select Save.
The new view of evaluation plans appears in the Views list.
If any required elements are missing, error messages appear at the top of the
dialog box.
Edit a View of Evaluation Plan Schedules
To edit a view of evaluation plan schedules

The Views panel contains a list of existing views.
2. Select a view to edit, and then select Edit a view [Pencil].
Alternatively, right-click a view, and then select Edit View.
The View Name dialog box opens (see Figure 164 on page 359).
3. Make changes as desired (see To create a view of evaluation plan schedules
on page 358 for descriptions of the options).
A black square inside a check box indicates that an item is shared when you
edit (open) the view.
4. Select Save. The edited view of evaluation plans appears in the Views list.
dialog box.


Delete a View of Evaluation Plan Schedules
To delete a view of evaluation plan schedules

2. Select a view to delete, and then select Delete View from the View menu.
Alternatively, right-click a view, and then select Delete View.
Alternatively, open a view by selecting it, and then selecting Edit View (from
either the Views menu or the shortcut menu), and then select Delete.
A confirmation message opens.
3. Select Yes to delete the view. The updated Views list returns.
Share a View of Evaluation Plan Schedules
To share a view of evaluation plan schedules

2. Right-click a view, and then select Share View.
Alternatively, select Share View from the Views menu.


3. Select one or more groups, teams, or members with whom to share the view
(a check mark appears in the box), and then select Save.
The View list returns.
Type in the Quick Find text box to quickly locate a name. The list updates
as you type. Select X to clear the text. The list updates.
Select Show only selected to verify your selections before continuing.
4. Select Save.
The updated Views list returns.
5. (Optional) To see who shares a view, right-click a view, and then select Share
View.
The Share View dialog box opens showing who shares the view.
You can:
make changes, and then select Save
select Cancel to close the dialog box


Evaluation PlansMy Summary
Prerequisites
The Evaluator role must have the permission to Allow the
user to complete evaluation plan assignments.
(Optional) Permission to Allow the user to skip

assignments.
The Evaluations > Evaluation Plans > My Workflow Summary work space
(see Figure 166) shows:
Figure 166 My Summary work space
Plan name
Cycle number
Start and End Dates
Total evaluations assigned
Completednumber of scorecards completed
Skippednumber of assignments skipped
Startednumber of scorecards In progress
Remainingnumber of assignments that have not been started
Progressbar chart shows the proportion of each category completed.
Percentage is not used because it would be ambiguous with skipped and
reassigned recordings.
Hover the mouse pointer over each colored section of the Progress bar to see
the number of assignments in each category (see Table 16 for category
descriptions).


Table 16 Category descriptions in progress bar chart

Color Description
Gray Remaining: assigned, not started
Yellow Started
Red Skipped
Green Completed
Each row in the work space is selectable. When selected, you can use toolbar
buttons or the shortcut menu to load a recording into the Media Player to listen
and evaluate it.
Play Recordings and Evaluate opens the recordings in the Media Player and
begins playback.
Refresh. Select to ensure that the list is up to date.
All In-Progress Assignments lists only the assignments that are in process
(see Figure 167). The list shows:
Figure 167 All In-Progress Assignments
Transaction ID
Plan name
Cycle number
Priority
Start Date
Complete Date is not relevant for in-progress assignments
Comment. Skipped assignments display the reason for skipping.
NOTE Press F5 (Refresh) to return to the My Summary

work space (see Figure 166 on page 362).
As with related windows, you can change the displayed
column by selecting Columns items from the
drop-down menu of any column heading.


Copy to clipboard copies the data in the selected rows and the column
headers. You can paste the data into another program such as a spreadsheet
or text editor. The fields are delimited by the tab character.
View your Assignments
Evaluate Recordings
Skip an Assigned Evaluation
Resume an In-Progress Assignment
View your Assignments
To view your assignments

1. Navigate to the Evaluation Plan > My Summary page (see Figure 166 on
page 362).
2. Select the number in a cell to access shortcuts from the workspace.
Total recordings assigned. This cell is not selectable since evaluators are
not to see all recordings. Instead they are presented one at a time to
evaluate, in priority order.
Completed to open the list of completed scorecards (Your role must have
the permission to View my scorecards.)
Skipped displays the number of skipped evaluations.
Started displays a list of the evaluations that are in progress. Select the
number to open the list. When opening an assignment, the recording loads
into the Media Player and the corresponding scorecard (if one was started)
opens in a new window.
Remaining to open the Media Player and load the next recording.
Alternatively, you can select a section of the Progress bar to open any of the
lists that have items.
3. Select Close on the window to return to the My Summary page.
Evaluate Recordings
The Medial Player plays one recording at a time, sequentially, according to
priority.
To evaluate recordings
1. Select one or more assignments on the My Summary page, and then select
Play Recordings and Evaluate.


The Media Player with the next recording loaded (see Figure 125 on
page 268). It begins playing.
2. Select Evaluate to open scorecard.
QWA saves the eval_plan_id and cycle with the scorecard. The evaluation
form is preselected if the administrator set it in the plan; otherwise you can
select from available evaluation forms.
3. Complete and save the evaluation scorecard. Then close it. See Perform
Evaluations with Scorecards on page 385.
4. Select either:
Next Recording to load the next recording and start playing it. Repeat this
procedure.
Next Recording without evaluating the recording. See Skip an Assigned
Evaluation.
Skip an Assigned Evaluation

If your role has the Allow the user to skip assignments permission, you can
select Next Recording without starting an evaluation. This action prompts you to
type a reason for skipping the assignment. For example, personal calls are not
valid for evaluation, or a recording may be difficult to understand due to
background noise, cross-talk, unintelligible speech, and so forth.
The background service replaces skipped assignments, generally within 10
minutes, to provide a new assignment on a recording of the team member related
to the original (skipped) recording. These new assignments are placed into your
assignment queue.
To skip an assigned evaluation

1. If, while playing a recording, you cannot evaluate a recording for any reason,
close the scorecard without saving.
NOTE A warning message prevents you from going to

the next assignment without either skipping and
providing a reason, or by starting a scorecard (having it
in progress).
The Skip Evaluation dialog box opens (see Figure 168).


Figure 168 Skip Evaluation dialog box
2. Either:
Type a comment to describe why you cannot evaluate this recording and
then select OK.
NOTE The comment is saved, and the recordings

status changes to skipped.
The maximum length of a comment is 255 characters.
The comment cannot be removed after it is saved.
The comment appears on the Assignments Skipped
window for the administrator to see.
Resume the evaluation by selecting Cancel.

3. Review your assignment queue on the My Summary page in about 10
minutes for a replacement assignment.
You may need to press F5 to refresh the view.
4. You can return to skipped assignments by selecting the red portion of the
Progress bar on the My Summary page.
The Assignments Skipped window opens.
Resume an In-Progress Assignment

You can start an evaluation and leave it in progress, if for example, you need to
ask a supervisor how to handle a situation.
To resume evaluating in-progress scorecards

1. Select either:
the Scorecards in Progress link on the right panel in the Media Player
(see Figure 169)


Figure 169 Select scorecards in progress
the Started number on the My Summary page

the Started number or the yellow portion of the Progress bar on the My
Summary page
All In-Progress Assignments button at the top of the work space on the
My Summary page
The Assignments In Progress window opens (see Figure 167 on page 363).
2. In the Assignments In Progress window, select a row, and then select Open.
The evaluation scorecard opens and the corresponding recording loads into
the Media Player.
3. When you save the evaluation, select Next Recording in the Media Player to
begin the next assignment.


Evaluation PlansPlan Summary

The plan summary displays cycle information for all plans or the selected plan.
There are three basic views in Plan Summary for administrators:
All Plans view displays a plan summary line for all active cycles for all
viewable Evaluation Plans.
Individual Plans view displays a plan summary line for all active cycles for a
selected evaluation plan.
Cycle Detail view displays a summary line for each evaluator assigned to a
plan who is active in the cycle, along with a cycle summary bar chart along
with item subtotals (see Figure 171 on page 370).
The Plan Summary page has two major views for administrators.
Plan Summary
Evaluator Summary
Regardless of which view (All Plans or Evaluator Summary) you select, you can
select an option at the top of the work space to:
Show recent plan cycles displays plans that have not passed the plan cycle
wrap-up period
Show all plan cycles
By selecting various elements on the Plan Summary pages, you can drill down to
see results by cycle or evaluator, all the way to individual scorecards.
Plan Summary
From the Plan Summary page, administrators can track the status of each cycle of
a plan by viewing the raw numbers and a progress bar chart (see Figure 170). It
displays cycle information for all plans or the selected plan.
Administrators can track the status of each plan by viewing All Plans.
The displayed records are based on your selection of either:
Show recent plan cycle button
Show all plan cycles button


Figure 170 Plan Summary
From the Plan Summary screen, you can select any of the numbers under Total,
Completed, Skipped, Started, or Remaining. From there, you see Assignments
In-Progress (see Figure 172 on page 371), but you get it for the column header
you selected. For example, if you select the 27 in the Total column for cycle 8, you
get a detail list of the 27 recordings that make up that number.
Hover the mouse pointer over each colored section of the Progress bar to see the
number of assignments in each category.
The Plan Summary work space shows columns for:
Plan name
Cycle number
Start and End Dates
Evaluator name
Total assignments
Completed assignments
Skipped assignments
Started assignments
Remaining assignments (not started status)
Progress bar chart showing percentage of scorecards complete. The
meanings of colors are shown in Table 16 on page 363.

on page 252.
Select a Specific Cycle of a Plan

Open the All Plans node, then open the Evaluation Plan you want to examine.


Drill down to a specific cycle by selecting on the Cycle that you want to examine.
A bar chart shows an overview, and grids that show the breakdown by evaluator
and by team member.
Select an individual plan to drill down into views of individual plans and cycles
(see Figure 171).
In a Plan and Cycle view, (see Figure 171) you can select any of:
the raw numbers
the bars associated in any bar chart
any of the summary categories (Total assignments, Assignments complete,
Assignments in progress, etc).
to go to Figure 172, the Assignments In-Progress dialog box, which represents the
numbers you selected.
For instance, if you select the 3 under the Remaining column for Jon Agular, you
get a detail list of the recordings that make up that number.
Figure 171 Plan & cycle view
Select any of the four segments (Complete, In-Progress, Skipped, or Not

Started) of a bar chart to see a list of assignments for that category (see
Figure 172).


NOTE In this example, the user double-clicked the In

Progress (yellow potion) of the bar chart.
Figure 172 Assignments In-Progress
From here, you can select any one of the numbers under Total, Completed,
Skipped, Started, or Remaining. You see assignments for the column header
you selected.
Select Close to return to the previous window.
Select Edit to reassign recording to another user or make it a calibration call.
Select Open to play the recording and Open the attached evaluation
scorecard.


Evaluator Summary
Managers can view a summary of evaluations by all evaluators by selecting
Evaluator Summary in the Views panel (see Figure 173).
Figure 173 Evaluator Summary
The Plan Summary work space shows columns for:

Plan name or Evaluator name, depending on the selected view.
Cycle number when viewing plans
Start and End Dates when viewing plans
Total assignments
Completed assignments
Skipped assignments
Started assignments
Remaining assignments (not started)
Progress bar chart showing percentage complete. The colors are as shown in
Table 16 on page 363.
From this panel, you can double-click any one of the evaluators to drill down into
all of the cycles that are assigned to the evaluator.
Then, you can select any one of the numbers under Total, Completed, Skipped,
Started, or Remaining to see the detail for the column header you selected (see
For instance, if you select the 5 under the Remaining column for associated
evaluation plan and cycle number, you get a detail list of the recordings that make
up that number.


Related Topics
Use Aging Schedules on page 535 as applied to evaluations.
Evaluation PlanAssignments
Initial assignments are made during the creation of an evaluation plan (see
Create an Evaluation Plan Schedule on page 379). Plan Administrators can view
and further edit the assignments in the Assignments work space.
View Assignment Status for an Evaluation Plan
Assign a Calibration Call to an Evaluation Plan
Change an Evaluation Plan Assignment
Delete an Assignment
View Assignment Status for an Evaluation Plan

Administrators can view the status of plans on the Evaluation Plan > Plan
Summary page.
Initial evaluation assignments are made during the creation of an evaluation plan.
Plan Administrators can view and further edit the assignments in the Assignments
work space.
To view the status of assignments

1. Select Assignments on the Evaluation Plans menu.
The Assignments work space opens to show you which recording
assignments are associated with which evaluators (see Figure 174).
Figure 174 Assignments work space

3. In the Plans list, select a plan name.
4. Select a node to drill down into the plan cycles, and evaluators.


The results for the currently selected level appear in the work space.
Assign a Calibration Call to an Evaluation Plan

A calibration call is a recording that is assigned to all evaluators in a plan.
In addition to assigning a call for either:
evaluation calibration
evaluator calibration
you can also use the Assign to Evaluation Plan command to:
move recording assignments from one evaluator to another (for example,
when someone is out of the office, or needs help working through the list of
assignments.
move the assignment to another evaluation plan
change which evaluator receives this assignment (in other words, move work
from one evaluator to another)
change Priority
assign a calibration call
Use either:
Evaluation Calibration
Evaluator Calibration
NOTE You only need one run of supervisors evaluating the

same call to get meaningful results.
Prerequisites
The administrator already selected an evaluation form for the
evaluation plan. An evaluation plan without an evaluation
form cannot be assigned to calibration calls.
The selected evaluation plan must be published.
The recording must be in an evaluation state of Not Started.
You can change one assignment at a time to become a

calibration call.


Assign a Calibration Call from the Recordings List
To assign a calibration call from the Recordings list

1. From the Recordings list, select a view, right-click a recording, and then
select Assign to Evaluation Plan.
Alternatively, right-click a recording and select Assign to Evaluation Plan.
The Create New Evaluation Plan Assignment dialog box opens (see Figure
175).
Figure 175 Create New Evaluation Plan Assignment dialog box
Only published plans appear in the Plan list. The Cycle number (if present) is
text field showing the currently active cycle.
2. Select a plan from the Choose a Plan list, and
select Make Calibration Call. The Evaluators list is unavailable.
select a Priority from the list.
3. Select OK.
Related Topics
Reports from Advise on page 567:
Evaluation Calibration report

Evaluator Calibration report


Create a Calibration Call from an Existing Assignment
To create a calibration call from an existing assignment

1. From Evaluation > Evaluation Plans > Assignments page, select a view, a
plan, and right-click an assignment (that is not already a calibration call
assignment), and then select Edit.
The Edit Evaluation Plan Assignment dialog box opens. It is identical to the
Create New Evaluation Plan Assignment dialog box except for the title (see
Figure 175).
2. (Optional) You can change which evaluation plan the assignment is part of.
NOTE Since evaluators are assigned to a plan,

changing the assigned plan may change the list of
evaluators.
3. (Optional) Select Make Calibration Call.

The Evaluator list becomes unavailable.
4. Select a Priority from the list.
5. Select OK.
The list of assignments updates. Evaluators are not aware of which
assignments are for calibration.
Related Topics
Reports from Advise on page 567
Evaluation Calibration report

Evaluator Calibration report
View Calibration Scores
To view calibration scores

select Reports > Report Snapshots > Evaluation Scorecards, and then
select either Evaluation Calibration or Evaluator Calibration


Change an Evaluation Plan Assignment

You can change assignments to move them to other plans, to other evaluators, to
change priority, and so on.
Changing an assignment into a calibration assignment creates a new assignment
of a recording for each evaluator in the plan (see To create a calibration call from
an existing assignment on page 376).
To change an evaluation plan assignment

1. From Evaluations > Evaluation Plans > Assignments page, select a view,
select a plan, and right-click an assignment, and then select Edit.
The Edit Evaluation Plan Assignment dialog box opens (see Figure 175 on
page 375).
2. (Optional) You can change which evaluation plan the assignment is part of.
NOTE Since evaluators are assigned to a plan,

changing the assigned plan may change the list of
evaluators.
3. Select a different Evaluator, select a Priority from the list (High, Normal, or
Low), and then select OK.
The list of assignments updates.
Related Topics
To create a calibration call from an existing assignment on page 376
Add a Manual Assignment

The manual assignment of a recording to an evaluation plan allows you to
manually assign one or more recordings to an existing evaluation plan. When
selected, the recordings can be assigned to a plan and an evaluator, made to be
associated as a calibration call, and given a priority.
To create a manual assignment

1. Select one or more recordings from the Recordings tab, and then select
Assign to Evaluation Plan (see Figure 176).
Alternatively, right-click the selected recordings, and then select Assign to
Evaluation Plan.


Figure 176 Manual Assignment to Evaluation Plan
The Create New Evaluation Plan Assignment dialog box opens (see Figure
175 on page 375).
2. Select a Plan, an Evaluator, and a Priority from the drop-down lists.
The cycle number and its dates appear in the dialog box after you select a
plan.
(Optional) Select Make Calibration Call. See Assign a Calibration Call to an
Evaluation Plan on page 374
NOTE Calibration calls can only be assigned to a plan

that specifies an evaluation form.
3. Select OK to save the assignment.
Delete an Assignment
Only assignments that are not started can be deleted (unassigned). An
assignment can be deleted as long as its status is not started, skipped, or
completed.
Deleting an assignment leaves the recording unaffected.


To unassign an assigned recording

1. From the Evaluation Plans > Assignments page, right-click one or more
assigned recordings, and then select Delete.
NOTE If the assignment is started, skipped, or

completed, an error message opens to explain that you
cannot delete this assignment.
2. A confirmation message opens to confirm your selection.

The number of selected assignments appears in the message. Select Yes to
delete, or select No to cancel. The work space updates. Only the assignment
is deleted; the recording remains. The Assignments list updates.
Evaluation PlanSchedules
Create an Evaluation Plan Schedule
Edit an Evaluation Plan Schedule
Delete an Evaluation Plan Schedule
Create an Evaluation Plan Schedule

Administrators can set up evaluation plan schedules on the Schedules feature of
the Evaluation Plan tab.
To create an evaluation plan schedule

1. From the Evaluation Plan tab, select Schedules, and then select New.
The New Schedule dialog box opens.
(Optional) Selecting the Enforce Team Access check box forces the plan
definition to conform to the team access rules. As you select evaluators,
the available Teams and Team Members category displays just the teams
owned by the evaluators.
Select Publish to make the schedule available to run. All required
elements must be present to select the check box.
(Optional) To see all options in a scrollable list, select All Categories. To
close the list, select a category from the Categories list.
2. In the General Information category, type a Name, and type an optional
Description for the evaluation plan schedule.


3. In the Evaluators category, select evaluators to include in the present

evaluation schedule from either Teams or Members (see Figure 177).
The Organization list updates.
Figure 177 Evaluators category
NOTE Evaluators are the individuals who perform

evaluations of recordings. Their roles must have the
permission Complete Evaluation Plans.
Type in the Quick Find text box to quickly locate a name. The list updates as
you type.
Select Show only selected to check your selections before continuing.
4. In the Teams and Members category, select members to evaluate in the
present evaluation schedule from either Teams or Members (see Figure 178).
The Organization list updates.
NOTE Team Members are the individuals whose

recordings are to be evaluated.
Figure 178 Teams and Members category


Type in the Quick Find text box to quickly locate a name. The list updates as
you type.
Select Show only selected to view your selections before continuing.
5. In the Schedule category (see Figure 179), select:
Figure 179 Schedule category
Run Immediately check box to run (and create assignments) after you
save this schedule.
NOTE When a plan with a start date of the current date

is published, it always runs immediately. After the first
day, it runs every morning on an automated schedule.
Begin this Schedule on is the date when the plan begins. Type the date
or select it from the calendar.
Cycle is how long each cycle lasts. Select the number and a period (Days,
Months, or Weeks).
This Cycle should Repeat is how many cycles the plan will run before it
completes.
Unlimited number of cycles. Select this option to repeat the schedule
indefinitely (that is, as long as it remains published).
Target Recordings per Team Member is the number of recordings to
assign to each evaluator for each cycle. For example, setting a duration of
one week and target of two recordings means that each team member will
be evaluated on two recordings each week.
Assignment Wrap-Up Days per Cycle is the number of days that a plan
cycle remains visible in the My Summary page past its end. This option
allows time for evaluators to complete the evaluations on a cycle after the
service finishes adding all assignments. Remember that recordings can be


added until the end of the cycle. Since the plan runs at night, an evaluator
might not have access to all recordings until the next day.
6. The Filters category defines which recordings are included in the plan (see
Figure 180). The filter must include a time frame such as yesterday's
recordings, or current week's recordings.
Figure 180 Filters category
7. Select Add Filter [+] (or Edit Filter [pencil]) to specify recordings to evaluate
(see Figure 181).
For more information on adding filters, see Create a Recordings Filter on
page 203.
Figure 181 Edit Filter dialog box
To see a preview of the filter results, select Filter Results. A dialog box opens.
Select OK to close it.
8. The Evaluation Form category allows you to select to use either:
any evaluation form with this evaluation plan. Select Not restrict to an
evaluation form.
a single form for all evaluations completed as part of this plan. Select
Restrict to this evaluation form, and then select a form from the
drop-down list (see Figure 182).


Figure 182 Evaluation Form category
9. (Optional) Select Publish to enable the schedule to run.

10. Select Save.
The evaluation schedule appears in the list of Plans on the Assignments
page (see Evaluation PlanAssignments on page 373).
dialog box.
11. Close the Evaluation Form window by selecting [X] in the upper-right corner.
Edit an Evaluation Plan Schedule

Before you edit an evaluation plan schedule, consider the following important
points.
Add Users or Change the Target

In general, changes to a plan that increase the number of assignments take effect
the next time the plan runs (the default time is 3 a.m. (3:00) each morning).
Increasing the target number of evaluations in mid-cycle causes more
assignments to be created for the remainder of the cycle.
Decreasing the target number near the end of a cycle (after assignments have
already made) may not take effect until the next cycle starts. That is,
assignments are not deleted by reducing a target, however, new assignments
are not made in excess of the new target either.
For example, a weekly cycle runs from Saturday through Friday with a target of
two recordings per team member. On Thursday you increase the target to three
recordings per team member and add two evaluators to get additional work
completed. On Friday morning (that is, the next time the service runs), the service
calculates that most team members have two recordings assigned so far, and that
the target is three. The service attempts to find one additional recording for each
team member. The two new evaluators will receive about the same number of
new assignments as the evaluators that were in the plan from the beginning.


Changes to a plan can be applied immediately by selecting Run immediately.

The service finds where there is a shortage of assignments exists (either due to
increasing the target or by adding team members) and makes assignments to the
evaluators currently in the plan.
Remove Team Members or Evaluators

Removing a team member or an evaluator from a plan immediately removes all of
their Remaining (that is, not started) assignments for all cycles of the plan.
Reorganization of users and teams can also cause this removal for plans that
have the option, Teams: All team members are added automatically for either
team members or evaluators.
To edit an evaluation plan schedule

1. From the Evaluation Plan tab, select an evaluation plan schedule from the
work space, and then select Open.
The Schedule dialog box opens (see Figure 177 on page 380).
2. Make changes as desired. See Create an Evaluation Plan Schedule on
page 379.
3. (Optional) Select Publish to make the schedule run.
4. (Optional) Selecting Enforce Team Access forces the plan definition to
conform to the team access rules. As you select evaluators, the available
Teams and Team Members category displays just the teams owned by the
evaluators.
5. Select Save.
The evaluation schedule appears in the list.
dialog box.
Delete an Evaluation Plan Schedule
To delete an evaluation plan schedule

1. From the Evaluation Plan tab, select an evaluation plan schedule from the
work space, and then select Delete in the work space (see Figure 177 on
page 380).
Alternatively, select an evaluation plan schedule in the work space, then select
Open, and then select Delete.
2. Select Yes to delete the evaluation plan schedule.


CHAPTER 13
Perform Evaluations with

Scorecards
You can use evaluation scorecards to report how team members handle calls. You
can create, edit, and delete team member scorecards from within Qfiniti Web
Access.
A scorecard uses an evaluation form (template) to determine the content
(questions, rating scales, and performance areas) that appears on the scorecard,
and which classifications are available for selection.
The scorecard contains sections that include an evaluation header and details,
along with one or more performance areas, and questions.
Scorecards are placed in context by selecting a team member from a team, along
with notes, classifications, and attached recordings.
If a recording is loaded in the Media Player, you can attach the recording to the
scorecard to support your evaluation.
In addition to answering questions about team member performance, you (as a
supervisor) can add notes to specific questions, performance areas, or to the
entire scorecard. After you complete and save a scorecard, the team member can
view the scorecard.
You can also perform self-evaluations with scorecards.


Chapter 13 Perform Evaluations with Scorecards
Prerequisites
A user must be defined (in Teams > Roles > Permissions on
page 176) and have the appropriate permissions to access
scorecards.
Before creating a scorecard, an evaluation form (template) must

exist in QWA. For information on creating evaluation forms, refer
to Create Evaluations in the HP Qfiniti 10 User Guide.
Use Qfiniti Advise (on the Evaluations tab) in QWA to:
create, edit, or delete evaluations forms (templates for

scorecards)
(optional) create Quick Notes
create Questions and Answer templates.

Work with Scorecard Views
View the Scorecards
Evaluate a Team Member
Annotate a Scorecard
Classify Scorecards from the View List
Attach a Recording to a Scorecard
Web Surveys

You can create an unlimited number of user-defined views so you can display
scorecards that meet your search criteria.
A view returns a maximum of 1000 scorecards. If more than 1000 scorecards
match the criteria of the view, only the most recent 1000 scorecards that match
the criteria return.
Add a Scorecard View
Share a View


View or Modify a Scorecard View

Delete a Scorecard View
View the Scorecards
Add a Scorecard View

To find scorecards that have been (or have not been) acknowledged, create a
view based on criteria that include Evaluation Acknowledgement.
NOTE An open, acknowledged scorecard shows the

status at the bottom of the scorecard and in the work
space.
To create a user-defined, dynamic view

1. In the Views list, select New View > Dynamic View.
The View definition page opens (see Figure 183).
Figure 183 Scorecard View definition page
2. Type a View Name to identify the Scorecard View.


The name appears in the Views selector list.

3. In the first drop-down list, select the field to filter by.
4. In the second drop-down list, select a comparison operator.
The availability of an operator depends on the choice you made in Step 3.
That is, not all comparison operators are available for each choice.
Equal To (=). Is.
Not Equal To (< >). Is not.
Contains. Text
Does not contain. Text
Less Than (<). Is before. Applies to Date and Duration.
Greater Than (>). Is after. Applies to Date and Duration.
Less Than or Equal To (<=). Is or is before. Applies to Date and Duration.
Greater Than or Equal To (>=). Is or is after. Applies to Date and
Duration.
Starts-With. Text
5. In the third position, either type text in the text box or select a criterion from
the drop-down list.
6. (Optional) To further limit the search, you can add another criterion set by
selecting Plus (+), and then select a Boolean operator (AND or OR).
7. Repeat Steps 36 to add other data such as team member name, evaluator
name, Evaluation Status, and others.
The more criterion sets you add, the more restrictive the search becomes.
8. Select Save.
If any required information is missing, a message notifies you. The definition
page closes and the new view appears in the Views selector.
Share a View
You can share a dynamic view with other teams to allow them to see and use that
dynamic view.
When a view is shared, it no longer uses the edit and delete Dynamic View
permissions. Instead,
to edit a shared dynamic view, you must have the Update Shared Dynamic
View permission. This includes both views you created and views that have
been shared with you.


to delete a shared dynamic view, you must have the Delete Shared Dynamic
View permission. This includes both the views you created and views that
have been shared with you.
Prerequisites
To create a Dynamic View, you must have the Create Dynamic Views permission.
To edit a Dynamic View you made, you must have the Update Dynamic Views
permission.
To delete a Dynamic View that you made, you must have the Delete Dynamic Views
permission.
To share a Dynamic View to other teams, you must have the Create Shared Dynamic
Views permission.
NOTE Share is not available for predefined, system views.
To share a dynamic view with other teams

(see Figure 184).



2. Select or clear the check boxes for desired teams, and then select OK.


To view or remove a shared view of scorecards

(see Figure 184).
2. (Optional) To remove any share privileges, clear the desired check boxes.
NOTE Share is not available for predefined, system

views.
3. Select OK to save changes, or select Cancel to close the dialog box without
saving changes.
Related Topics
To share a dynamic view with others on page 260
To view or remove a shared view on page 261
View or Modify a Scorecard View

You can open an existing user-defined view or change its criteria.
NOTE You cannot change a predefined (system) view.
To edit a view
1. Right-click the desired dynamic view on the Views selector, and then select
Open.
Alternatively, select the view, and then select Open.
The view opens.
2. (Optional) Make changes to the view as needed (see Add a Scorecard View
on page 387).
NOTE If you change the name of the present view, the

new name replaces the current one.
3. Select Save. If any required information is missing, a message notifies you.

The dialog box closes and the revised view appears in the Views list.


Delete a Scorecard View
NOTE You can delete a user-defined, dynamic view, but you

cannot delete any predefined, standard view.
To delete a user-defined, dynamic view

1. Select Evaluations > Scorecards to display the Scorecards view.
2. From the Views selector list, select the view to delete, right-click, and then
select the Delete option.
Alternatively, from the open Scorecard dialog box, select Delete.
record?).
3. Select OK to complete the deletion.
The Views list updates.
View the Scorecards

The View List page shows a list of all defined scorecards, including the basic
attributes.
When evaluators select an evaluation form to use, they can see all the defined
evaluation forms in the platform.
Prerequisites
To view question and answer sets, you must be in QWA and have a role that includes
the permission to Allow the user to view existing question and answer sets.
You can add View Lists from the Evaluations > Scorecards page in QWA.
The Views selector in the left panel provides the following predefined Standard
Views. You cannot modify or delete any of the standard views:
Todays Evaluation Scorecards
Yesterdays Evaluation Scorecards
Current Week Eval Scorecards
Previous Week Eval Scorecards
Current Month Eval Scorecards
Previous Month Eval Scorecards


Current Year Eval Scorecards

Curr Mo Plus Prev 12 Mos Eval Scorecards (current month plus previous 12
months evaluation scorecards)
Previous Year Eval Scorecards
All Evaluation Scorecards
To view a short list of scorecards

1. Select Evaluation > Scorecards.
2. Select the view named Todays Evaluation Scorecards.
A short list of scorecards appears.
Related Topics
Work with Scorecard Views on page 386
To view a scorecard
1. Select Evaluations > Scorecards.
The Scorecard work space opens (see Figure 186).


Figure 186 Scorecards View List
Views Scorecards
selector work space
Organization
list
2. Select either a View (in the Views list) or a team (in the Organization list), and
then select a team members name.
The columns in the Scorecards work space show the following information.
NOTE Move the bottom scroll bar to see all columns.
Paperclip (icon). If present, indicates that a scorecard has an attached

recording.
Attachments shows whether the scorecard has an attached recording.
Team Member Name. The name of the evaluated team member.
Evaluator Name. The name of the team member responsible for
completing the evaluation scorecard.


Evaluation Date. The date the scorecard was completed, in YYYY/MM/

DD format.
Expired. Yes or No.
Evaluation Form. The name of the evaluation template used for the
scorecard.
Quality Score (Pct.). If completed, displays the evaluation score as a
percentage.
Title. The name of the scorecard.
Team. The team that this team member is associated with.
Status of the scorecard. It can be one of:
Inactive
New
In Progress
Past due
Complete
Failed
Published displays Yes or No to show whether the scorecard is available
for review.
Last Modified On shows the last date the scorecard was changed.
Evaluation Type. The type of evaluation is either Self or Member.
Acknowledged shows whether the team member acknowledged receipt
of the scorecard (Yes or No). If Acknowledge Receipt is not set for the
evaluation form, the column shows Not Applicable.
Number of Recordings. The number of recordings associated with the
scorecard.
Number of Classifications. The number of classifications associated with
the scorecard.
Last Modified By shows the name of the person who last changed the
scorecard.
NOTE You can move and sort columns, and group by fields as
described in Rearrange Rows and Columns on page 252.
Select the Group by this Field option to see subtotals by
categories in the selected column.


NOTE Any scorecards that are associated with training calls

(created with the Qfiniti Observe training calls feature) have the
identifying information changed. That is, the Team Member
Name is Agent, Training and the Team is Training Calls. The
title contains Training and the date. All other information
remains as it is in the original scorecard.
3. From the Scorecards work space, select a scorecard, and then select Open.
The scorecard opens (see Figure 187).
Figure 187 Scorecard detail
To copy scorecard information

1. Select a view (see View or Modify a Scorecard View on page 391).
2. Select one or more scorecards in the work area and either:
press CTRL+C
right-click, and then select Copy


NOTE To select a range of scorecards, select the first

record, hold down SHIFT, and then select the last record.
Those scorecards and the ones in between are
selected.
To select individual scorecards, hold down CTRL, and
then select the desired scorecards individually.
Selecting a selected record this way clears its selection.
3. In an application program, either:

press CTRL+P
select Paste from the Edit menu (or its equivalent)
The text pastes into the program. The text in fields is separated by tab
characters.

Add a Scorecard for a Team Member
Edit a Scorecard
Delete a Scorecard
Sort the Scorecards
Make a Scorecard Available for Review
Review a Scorecard
Add a Scorecard for a Team Member

To evaluate a team members performance, you must first create a scorecard from
an evaluation form (template). After you complete an evaluation scorecard, you
can make it available to the evaluated team member for review and comment.
Other quality managers with access to the team can view the scorecard as well.
You can optionally specify a date range for the scorecard to be available.
Based on the permissions for your role, you can create two types of scorecards.
1. Member Evaluation. An evaluation performed on a team member, usually by
a supervisor.
2. Self-Evaluation. A self-evaluation is done on the team member who is
currently logged into Qfiniti Web Access.


Prerequisites
The persons under evaluation must have a license for Qfiniti Advise assigned.
See the Permissions on page 176 and assign the appropriate permissions to roles
for individuals involved with evaluation forms and scorecards.
Evaluation forms, questions, and answers must already exist in Qfiniti Advise. To
create these items, refer to the Create Evaluations chapter in the HP Qfiniti 10 User
Guide.
To create a scorecard for a team member

1. Select Evaluations > Scorecards to open the Scorecard View List.
2. From the Teams list, select a team that contains the team member want to
evaluate by selecting Plus (+).
3. Right-click the Team Member name, and then select New Evaluation.
A new scorecard opens (see Figure 188). If you select your own ID, you start a
Self Evaluation; otherwise, it is a Member Evaluation.
Figure 188 New scorecard form
4. From the Evaluation Form drop-down list, select the template to use as the
basis for the scorecard. This selection affects which performance areas and
questions appear.
The Evaluation Name and Dates automatically fill in, however you can
change them.
The Team Member and Team names automatically fill in. You cannot change
them because the scorecard is associated with the team and team member
that you selected in Step 3.
NOTE You can only save a scorecard when all required fields
are complete.
5. Answer each of the scorecards questions.


Questions that have a question mark (?) next to an answer include

sub-questions that become available if you choose to respond to that
question.
As you answer questions, Qfiniti Web Access automatically calculates the
score and percent complete, and updates the Total Score box (see Figure
189).
Figure 189 Total Score box
NOTE If a parent question is answered so that sub-questions

appear, the sub-questions count toward the percentage
complete.
6. (Optional) Add notes as text or select a prewritten Quick Note.

You can select Hide Notes.
When notes are hidden, Show Notes is available to make the notes are
visible. For more information, see Annotate a Scorecard on page 404.
7. (Optional) You can assign one or more classifications by selecting Classify.
The Classify Scorecards dialog box opens (see Figure 190).
Figure 190 Classify Scorecards dialog box
8. Select the desired classifications, and then select OK.


9. (Optional) Attach one or more recordings by loading a recording into the

Media Player, and then select Attach.
10. (Optional) To detach an attached recording, select Attachments.
The Attachments dialog box opens (see Figure 191).
Figure 191 Attachments dialog box
Select one or more recordings, and then select Detach to remove the
recording from the scorecard. There is no confirmation message.
11. Select Close.
The scorecard appears in the Views lists for the current time period and for the
team member.
Edit a Scorecard
When an evaluation scorecard is modified and re-published, the word Revised is
added to the subject line of the alert.
NOTE You can edit a scorecard that has been published. First
you must unpublish it, then edit it, then republish it, and then
save it.
If the evaluation expired, then you must have the permission,
Allow user to edit an evaluation expiration date in a scorecard
to change the expiration date to a date in the future so that an
evaluator can edit the scorecard before it expires again.


To edit a scorecard
1. Select Evaluations > Scorecards, and then select a view from the Views list.
The work space contains a list of the selected scorecards.
2. (Optional) Sort the list by selecting any of the column heading labels.
3. Select a scorecard, and then select Open in the Scorecard work space (see
Alternatively, you can double-select the scorecard to open it.
The scorecard has several function buttons (see Figure 192).
Figure 192 Scorecard buttons
Save saves the selected scorecard.

Classify adds one or more classifications to the scorecard.
Report displays the report for the scorecard. You can print the report or
save it as an Excel or Acrobat PDF file.
Attach a recording that is loaded in the Media Player. You can attach more
than one recording.
Attachments shows which recordings are attached to the scorecard.
Select Attachments to view or to detach one or more attached recordings
from the scorecard.
Hide All Notes hides all evaluation, performance areas, and question
notes.
Show All Notes shows all evaluation, performance areas, and question
notes.
Delete removes the scorecard. This control is available only before you
make the scorecard available for review.
4. Make the desired changes, such as:
completing the scorecard
adding notes (see Annotate a Scorecard on page 404)
attaching or detach a recording (see Attach or Detach a Recording on
page 412)
5. Select the Make available for review on check box and ensure that the
dates are set the way you want.
After saving the scorecard, the Published column in the Scorecards view list
shows Yes.


6. Select Save.
7. Close the scorecard by selecting X in the upper-right corner.
You return to the Scorecards view list.
Make a Scorecard Available for Review

After you complete creating or editing a scorecard, you can make it available for
review by team members who have the appropriate permissions.
The Scorecards view list shows Yes in the Published column when a scorecard is
available for review.
To make a scorecard available for review

1. From Evaluations > Scorecards, open the scorecard.
2. Select Make Available for Review on, and then select the Start and Until
dates (see Figure 193).
Figure 193 Make Available for Review
3. Select Save.
The Published status in the Scorecards view list changes to Yes. You may
need to scroll horizontally, and then refresh the window (press F5) to view the
change.
The Last 10 Scorecards panel on the team members My Overview page
updates.
The Last 10 Scorecards panel on the supervisors Team Overview page
updates.
Delete a Scorecard
Your role must have permission to delete scorecards before you can perform the
following procedure.
Deleting a scorecard does not affect the evaluation forms (templates). It only
deletes the results of an evaluation.
To delete one or more scorecards from the view list

1. With the Evaluations > Scorecards page displayed, select one or more
scorecards to delete.
2. Select Delete.


Alternatively, you can right-click one or more scorecards, and then select
Delete.
3. To complete the deletion, select OK.
To cancel the deletion, either select Cancel or press ESC.
To delete a scorecard from an open scorecard

1. With a scorecard open, select Delete.
2. To complete the deletion, select OK.
To cancel the deletion, select Cancel or press ESC.
Sort the Scorecards
To sort the scorecards list

from the open scorecards list (Evaluations > Scorecards), select any column
heading.
Each time you select the heading, the sort order changes between ascending
order (09 and AZ) and descending order (90 and ZA).
Review a Scorecard
As the subject of an evaluation, you can review your scorecard. Depending on the
administrator settings, other team members may also have permission to review
your scorecards.
In your scorecard, you can comment to respond to the evaluators ratings and
comments, and you may be required to acknowledge that you reviewed the
scorecard.
Prerequisites
To require an acknowledgement on a scorecard, the evaluation
author must select the Require evaluation acknowledgement
check box when creating the Evaluation form.
Available scorecards appear on the Overview page in the Last 10

Scorecards panel (if configured to display).
See My Overview Page on page 110 (for team members) and
Team Overview Tab on page 114 (for supervisors).


To review your scorecard

1. To view the Last 10 Scorecards panel, select either:
Evaluations > Scorecard
Overview > My Overview (or Team Overview).
2. Select a scorecard, and then select Open.
The scorecard opens.
3. Review the scorecard.
4. (Optional) You can select Add Note for individual questions, performance
areas, or the entire scorecard (near the top of the scorecard). Annotate a
Scorecard on page 404.
The note appears below the question, performance area, or near the top of the
scorecard, respectively.
5. If required, select I Acknowledge at the bottom of the scorecard to finish your
review.
6. Select Save.
The Scorecard view list has a column to indicate Acknowledged (Yes/No/Not
Applicable).
Related Topics
Show or Hide Notes on page 409
To find scorecards that have been (or have not been) acknowledged
create a custom view based on criteria that include Evaluation
Acknowledgement.
In addition to answering questions about a team members performance, you can
use notes to comment on specific questions, performance areas, or the entire
scorecard.
Each performance area and question on the scorecard has a Notes icon, as well
as the scorecard itself. After you make notes to the appropriate section, this icon
changes to indicate that a note has been added, and Edit and Delete Note
options become available. You can elect to show or hide notes, either individually
or for all.


In QWA, you can create Quick Notes so that you do not have to retype frequently
used text.
Add a Note
Use Quick Notes
Show or Hide Notes
Add a Note
To add a note to a scorecard

1. Select Advise > Scorecards, select a view or organization, and then open a
scorecard.
2. Select Add Note next to the area you want to annotate.
Scorecard as a whole (just below the header)
Performance Area (above the performance area)
Individual questions (between the options column and the scoring
column)
The Add a Note dialog box opens (see Figure 194).
NOTE Defined Quick Notes allow you to define commonly

used text.


Figure 194 Add a Note dialog box
Any Quick Notes appear here.
Type free-form text here.
3. In the Note Text box, type your comments.

4. Select OK to save the note.
The screen changes to indicate a note is in that section. Figure 195 shows the
location of the following buttons.
Add Note
Hide Notes


Figure 195 Location of Notes buttons
Attached Note
Delete Note
classifications contents
button
Add Note
buttons
Hide Note
buttons
Use Quick Notes

By using Quick Notes, you can efficiently apply consistent notes to scorecards by
saving and reusing the contents of a note for a scorecard.
After you define a Quick Note, it is available system-wide for supervisors with the
permission to use quick notes.
Create a Quick Note
To create or modify a quick note

1. In an open scorecard, select any of the Add Note buttons.
The Add a Note dialog box opens (see Figure 194 on page 406).
2. Select New.
The Quick Note dialog box opens (see Figure 196).


Figure 196 Quick Note dialog box
3. Type the text for the Quick Note.

4. (Optional) Select Make Global to make the note available to all evaluators.
5. Select Save.
The new Quick Note appears in the list in the Add a Note dialog box.
Add a Quick Note to a Scorecard
To add a Quick Note to a Scorecard

1. From the scorecard, select Add Note next to the area where you want the
Quick Note:
Scorecardnear the top of the form
Performance Areanear the left side of the performance area
Questionsnear the right side of the question
The Add a Note dialog box opens (see Add a Note dialog box on page 406).
2. From the Quick Notes section, double-click one or more Quick Notes to add
them to the scorecard.
Alternatively, select one or more Quick Notes, and then select Add to Note.
The text fills into the Type Note Below text box. You can add, change, or
delete text as desired.
3. Select OK to save the note in the scorecard.
Modify a Quick Note
To change a Quick Note

1. Select Add Note to open the Add to Note dialog box.
2. Select a Quick Note, and then select Edit.


The Quick Note dialog box opens.

3. Change the text as desired, and then select Save.
The text is updated.
Remove a Quick Note
To remove a Quick Note

1. Select Add Note to open the Add to Note dialog box.
2. Select Delete.
The note is deleted. There is no confirmation message.
Delete a Note from a Scorecard
To delete a note from a scorecard

select X next to the area where the note is:
Scorecard
Performance Area
Individual questions
There is no confirmation message. The note is deleted.
Show or Hide Notes
NOTE When the scorecard is reopened, all notes are available

for viewing regardless of the viewable status when it is closed.
You can hide notes to make it easy to review the scorecard or show the notes to
read the comments about the scorecard. You can hide or show the notes in a
single performance area, individual questions, or for the whole scorecard in the
current view.
The Show All Notes and Hide All Notes tool bar buttons affect all notes in
the scorecard.
Select the Show Note and Hide Note buttons for each performance area and
question in the scorecard as desired.


Hide or Show Notes in a Performance Area or Question
To hide the notes in a performance area or question

from the scorecard, select Hide Note next to the area that contains the note
that you want to hide.
Performance Area
individual questions
The notes for that section become hidden and the label changes to Show
Notes.
To show notes in a performance area or question

from the scorecard, select Show Note next to the area that contains notes
that you want to show.
Performance Area
individual questions
The notes for that section are shown and the label changes to Hide Notes.
Hide or Show All Notes
To show or hide all notes

select Hide All Notes.
To show all notes

select Show All Notes.
The condition changes between Show All Notes and Hide All Notes,
however, the appearance of the button does not change.
Add, Modify, and Delete a Scorecard Classification

Related Topics




Assigning one or more classifications to a scorecard can aid in its later retrieval
using a filter with a Dynamic View.
Prerequisites
To classify scorecards from the View List, your role must have
permission to update scorecards.
The selected scorecard must not have a status of incomplete.
To add a single classification to a scorecard from the View List

1. Select a scorecard from the View List, and then select Classify on the toolbar
(see Figure 192 on page 401).
The Classify Scorecards dialog box opens (see Figure 190 on page 399).
2. Add or update classification assignments for the scorecard by selecting or
clearing the desired check box.
3. Select Save to save the classifications with the scorecard.
4. Select Save to save the scorecard, and then close the scorecard by selecting
[X].
The Number of Classifications appears in a column in the Scorecards View
List. You may need to scroll the list horizontally to see the column. You may
also need to refresh the screen (press F5) to see the updated number.
To classify multiple scorecards from the View List
Prerequisites
Your role must have permission to update scorecards.
The selected scorecards must use the same evaluation form

(template).
The selected scorecards must not have a status of incomplete.


1. From the View List, select multiple scorecards, and then select Classify on
the toolbar to open the Classify Scorecards dialog box (see Figure 190 on
page 399).
In the Classify Scorecards dialog box, you can add or update classification
assignments for multiple scorecards by selecting the desired check boxes.
NOTE You cannot remove classifications from multiple

scorecards at one time. You can clear classifications only for a
single scorecard at a time.
2. Select Save to apply the classifications and close the Classify Scorecards
dialog box.
You return to the View List.
Related Topics
Add a Scorecard View on page 387
Attach or Detach a Recording

Detach a Recording from a Scorecard

You can attach a recording to a scorecard to associate the scorecard with a
specific recording.
To attach a recording to a scorecard

1. From the Recordings View List, open a recording in the Media Player that
you want to attach to a scorecard.
NOTE A recording must be loaded into the Media

Player before you can attach it to a scorecard.
2. Select Evaluate on the Media Player.

A blank scorecard opens.


Attach or Detach a Recording
3. On the scorecard, select an Evaluation Form from the drop-down list.

4. Select Attach.
A message states that the selected recording is attached to the scorecard.
5. Select OK.
IMPORTANT If you close the window before saving, the

recording does not attach.
6. (Optional) To attach more than one recording, repeat Steps 1, 4, and 5 as

needed.
7. Complete the scorecard and select Save.
8. Exit the scorecard by selecting the X in the upper-right corner.
Detach a Recording from a Scorecard

To just view which recordings are attached to a scorecard, follow Steps 13. When
you finish viewing, select Cancel to close the Detach dialog box.
To detach a recording from a scorecard

1. From the Scorecard View List, open a scorecard.
2. Select Attachments.
The Attachments dialog box opens and displays a list of all attached
recordings (see Figure 191 on page 400).
To just view which recordings are attached to a scorecard, follow Steps 1.
When you finish viewing, select Cancel to close the Detach dialog box.
3. Select one or more attachments, and then select Detach.
There is no confirmation message. The recordings still exist in the database.
4. Select Close.
The recording is no longer associated with the scorecard and the Attached
Recordings dialog box closes.
5. Select Save, and then exit the scorecard by selecting the X in the upper-right
corner of the scorecard.


Assign a Course from a Scorecard

To assign a course from a scorecard
1. From the Scorecard View List, open a scorecard (see Open a Scorecard
Report on page 559).
2. Select Expert.
The Student Course Assignment dialog box opens (see Figure 197).
Figure 197 Student Course Assignment dialog box
3. Select:
Priority: High, Medium, Low
Expiration date
Notification Method: None, Login
Assign to: Current Team Members, New Team Members, Current and
New Team Members
one or more Courses (or select Check All Courses)
4. Select Save, and then close the Student Course Assignment dialog box.


Add an Evaluation Aging Schedule
NOTE You can delete assignments from the Student

Course Assignment dialog box.
Related Topics
Assign a Course on page 424
Add an Evaluation Aging Schedule

An aging schedule helps to free hard disk space by deleting old or infrequently
used evaluations from the system.
You can use archive schedules and aging schedules together. As with other Qfiniti
schedules, archiving and aging schedules provide broad scheduling flexibility to
allow you to run schedules immediately, hourly, weekly, monthly, or at regular
intervals after a specific number of days (for example, every 10 days).
You select evaluations for aging by their age (in days) and with an optional filter.
To create an evaluation aging schedule

1. Select Evaluations > Aging.
The Aging Schedule dialog box opens (see Figure 198).
Figure 198 Evaluation Aging ScheduleFilter Criteria
2. In the General Information category, type a Name, and an (optional)

Description.
3. In the Filter Criteria category,
type or select the Minimum Days Aged
select or create a Filter by selecting the Add (+), Edit (Pencil), or
Remove () icons. See Report Filters on page 550.
(Optional) Select Include evaluations attached to recordings.


4. (Optional) Select the History category to view previous runs of the schedule.
5. (Optional) Select Run Only Once.
NOTE An SQL Agent runs the Qfiniti Evaluation aging

plan task at a predefined time.
When you select Published and Run Once, the defined
Evaluation Aging plan runs only once at that predefined
time.
If you select only Published, the plan runs each night.
The default SQL Agent settings are: Run Every Night @
12:10:00 AM
6. (Optional) Select Publish to make the schedule available to run.

7. Select Save, and then close the Evaluation Aging Schedule dialog box.
After the aging plan runs, the Publish check box is cleared, Run Once remains
selected, and the plans History is complete. Evaluations selected by the filter are
removed from the view.
Web Surveys
Web surveys are part of Qfiniti Advise. While the access to this feature is on the
Evaluations tab, it is discussed in the chapter with Surveys. See Web Surveys
on page 465.


CHAPTER 14
Learn from Courses

NOTE QWA Learning offers:
auto assignments
new team member assignments
multiple course assignments
The major sections in this chapter are:

Publish Courses
Work with Course Assignments
Work with Published Courses
Publish Courses
A team member with the role of publisher can:
import SCORM or non-SCORM courses
publish SCORM and non-SCORM courses


Chapter 14 Learn from Courses
Prerequisites
All imported content must be packaged in a zip file. Since
non-SCORM courses lack a manifest, you can expect an error
related to parsing a manifest for these courses.

Publish a Course
View Published Courses
Modify a Course
Delete a Course
Copy Information about Courses
Publish a Course
Courses can only be assigned and used after they are published.
To publish a new course

1. Select Publish in the Learning tab.
The Publish work space opens.
2. Select New in the Publish work space.
The New Course dialog box opens (see Figure 199).
Figure 199 New Course dialog box


Publish Courses
3. Type information in the required text boxes (those marked with * in the dialog
box):
Name. Type a name for the course.
If you import a SCORM course, the default name is the title shown in the
SCORM manifest, however, you can rename it here if you desire.
Location. Type the URL path to the course launch file.
SCORM courses require a URL fragment, such as target_folder\
launch_file.
Non-SCORM courses require a complete URL. There is no default
path.
For example, if the target folder is Hello and the launch file is
Hello.html, the URL is http://localhost/QFINITI/
LearningWeb/LearningContent/Hello/Hello.html.
For SCORM courses, the Location text box automatically fills with the
target folder and launch file shown on the manifest when you import the
course file.
(Optional) Type a Description.
NOTE The Course dialog box is the only place the

Description appears.
Available for Assignment Until. Either type an expiration date or select a

date from the pop-up calendar.
NOTE Use mm, dd, and yyyy for elements within your
regional date format.
SCORM Conformance Level value appears if a SCORM manifest is read

from the course content. This is a view-only field.
4. (Optional) Import a course through the following steps.
NOTE As an alternative to importing a course, you can

copy the ZIP course files into the Learning Management
System (LMS) and publish them from there.


Prerequisites
Learning content must be packaged in a ZIP file.
SCORM Content Packages must be SCORM Version 1.2

Content Packaging XML Conformant.
a. Select Import Content at the top of the Course dialog box to import a
compressed course file (see Figure 200).
CAUTION Heed the warning in the Import Content dialog

box (see Figure 200).
Figure 200 Import Content dialog box
b. In the Import Content dialog box, select Browse to navigate to the file.
c. Select the ZIP file, and then select Open.
The name of the zip file appears in the File Name field.
NOTE Importing courses that lack a manifest (all

non-SCORM courses) triggers an error message that
reports an issue with parsing the manifest. This is an
expected result for non-SCORM courses. The ZIP file is
still imported.
d. Select OK in the Import Content dialog box.


Publish Courses
The Import Content dialog box closes and you return to the Course dialog
box, where the SCORM Conformance Level appears for a SCORM
course. The content is placed on the server in a target folder named as the
zip file.
5. (Optional) Select Test to verify the course location.
The Location Test message box opens, showing either:
Content test successful
Content test failed. The remote server returned an error: (404) Not
Found. The course content cannot be opened.
Select OK to close the message box. If the test fails, troubleshoot the issue,
and then return to this procedure.
6. (Optional) Select the Publish check box to make the course available for
assignment.
7. Select Save.
The new course appears in the All Published view.
8. To close the Course dialog box, select X in the upper-right corner.
A warning message appears if you attempt to close the page with unsaved
changes.
View Published Courses
To view published courses

from the Learning > Publish work space, select a view in the Views list.
The work space populates with the courses in the view (see Figure 201).
Figure 201 Publish work space
Current location
shown in bread
crumb trail


The bread crumb trail on the upper-left side shows which tab and subcategory are
open.
The work space shows the following columns.
Title
Published (Yes means the course is available for assignment.)
Location (UNC path or URL)
Created (date the record was created)
Available Until (course expiration date)
Assigned Count (shows how many team members have an active
assignment to this course)
SCORM Conformance Level This topic is discussed in SCORM
Conformance on page 649.
The status bar at the bottom of the work space shows:

the number of records (in this case, records means courses)
page number of total pages in the view (type a number here to jump to another
page)
controls to go to the Previous or Next page
Modify a Course
Use the next procedure to view or change course details, and to change whether
the course is published (available for assignment).
NOTE Using the next procedure is the only way to view the
course description.
Republishing existing content that has active assignments is not permitted

until there are no active assignments in the assigned count shown in the
Publish view.
Updating details related to the content (other than location) is possible while
active assignments exist.
To modify a course
1. Select Publish on the Learning tab, and then select a view in the Views list
(see Figure 201 on page 421).


Publish Courses
2. Select a course in the work space, and then select Open (or double-click the
course) to open the Course dialog box (see Figure 199 on page 418).
3. Make the desired changes, verify the state of the Publish check box, and then
select Save.
4. Select X in the upper-right corner to close the Course dialog box.
Delete a Course
Prerequisites
You must have a role with the delete course permission.
You can only delete courses that are not currently assigned to
any team members.
To delete a published course

1. Select either method from the Learning > Publish work space:
select a course, and then select Delete in the upper-right corner
Open a course, and then select Delete in the Course dialog box
2. At the Delete confirmation message, select OK to delete, or select Cancel to
keep the course.
Copy Information about Courses

Use the next procedure to copy information about the current view in the work
space to a document such as a spreadsheet or word processing file.
To copy data from the work space to a document

1. In the Learning > Publish work space, select a View.
The work space shows courses in the selected view.
2. Select the desired rows in the work space.
To select a range of rows, hold down SHIFT, and then select another row
at the end of the range.
To select individual courses, hold down CTRL, and then select another
row.
3. Right-click, and then select Copy.
4. In a document such as a spreadsheet or word processing file, select Edit >
Paste.


The data appears in a tabular format.

Assign a Course
Student Auto Assignment
Assignments View List
View Assignments for a Team or Team Member
Delete a Team Member Course Assignment
Delete a Course Assignment
Add a New Course Assignment View
Modify a Course Assignment View
Delete a Course Assignment View
Share a Course Assignment View
Assign a Course
After a course assignment occurs, when the team member logs in, a notification
appears in the upper-left portion of the QWA header.
To open the assignment list, select the Notification icon.
Prerequisites
To use the auto-assignment feature, assign one or more
courses to a team. The team must have at least one member.
For auto-assignments, team members must have the Learning

(Expert) permission to allow auto assignment.
The prerequisites at the beginning of this chapter must be met.
To assign courses to teams or team members

1. Select Assignments on the Learning tab.
2. In the Organization list, right-click either a team or a team member, and then
select Assign from the shortcut menu (see Figure 202).


Figure 202 Organization shortcut menu
The Student Course Assignment window opens (see Figure 203).

Figure 203 Student Course Assignment window
3. Select or type the following options.

a. Priority: Select from High, Medium, or Low.
b. Expires On: Type a date using your regional format with mm, dd, yyyy.
c. Notification Method: Select from None, E-mail, Login, or Both Login and
E-mail.
d. Assign To: If you selected a team in Step 2, assign the course to either
Current Team Members, New Team Members, or Current and New Team
Members.


The course assignments to new team members occur as members are

added to a team with New Team Member assignments. Team members
must have a role that includes permissions to view and update courses,
and a license for Qfiniti Expert.
e. Course. Select one or more courses. As an option, select Check All
Courses to assign all courses.
NOTE If you clear a selected Check All Courses

check box, it does not affect the check boxes for
individual courses.
Clearing each course check box clears the Check All
Courses check box.
4. Select Save.
The Student Assignments table at the bottom of the dialog box updates to
show the currently assigned courses for the selected team or team member.
5. Select X in the upper-right corner to close the Student Course Assignment
dialog box. There is no confirmation; any unsaved changes are lost.
6. To see the current status in the work space, select the team member (or
team) to refresh the screen (either press F5 or select View > Refresh).
NOTE Courses assigned to current team members

display. Courses assigned to new team members are
not shown because the members do not exist yet.
Related Topics
To assign a course from a scorecard on page 414
Student Auto Assignment

Some team members may want to keep completed courses available as
reference material. The student auto assignment feature allows team members to
take completed courses again.
Upon course completion, QWA assigns the course again when the team member
launches the course.


Prerequisites
The team members role must have the Expert courses
permission to Allow Auto Student Assignments.
The team member can take the completed course again provided
there are no existing assignments for the same course that are
incomplete.
When the course for a given type is completed, the Learn button becomes
available.
To take a completed course

select Learn
The course is assigned to the team member and launched.
Assignments View List

From the Assignments Views list, each assigned course displays the following
information as column headings (see Figure 204).
Figure 204 Assignments View List


Title shows the name of the course.

Team Member Name shows the name of the team member.
Team shows the team that the member belongs to.
Priority shows whether the assigned priority for taking the course is Low,
Medium, or High.
Expires shows the expiration date. The course is not available on this date.
Assigned shows the date of assignment.
Assigned By shows who assigned the course.
Assign Type shows whether the assignment was made by Team Assignment,
Manual Assignment, or Scorecard Assignment.
Notification Method shows how the team member received notification of the
course assignment: None, E-mail, Login, or Both Login and E-mail.
Started shows the date team member started the course.
Completed (date) shows the date the team member completed the course.
Lesson Status can be: Incomplete, Completed, Passed, or Failed.
Lesson Location is the Active location to the course. To add or maintain
courses, access the Course dialog box (see Figure 199 on page 418).
Max Score shows the sum of maximum scores (for SCORM only). A
SCORM-compliant course can have several scored areas. This value sums all
the scored areas.
Raw Score shows the points accrued to date. It is the sum of raw scores (for
SCORM courses only that are organized in modules).
Score is a normalized score (range is 0100; for SCORM courses only).
PCT Complete shows the percentage of completed questions (range is 0
100).
SCORM Conformance Level (only for SCORM courses) shows the schema
version of course content.
NOTE To sort any column, select its heading.

To sort in the reverse order, select the heading again.
To move a column within the table, drag its header to the
desired position within the work space and drop it.


View Assignments for a Team or Team Member
To view course assignments for a team or team member

1. From the Learning > Assignments work space, select the team or team
member of interest.
The list of assigned courses appears in the work space with all available data.
2. Right-click the team or team member of interest, and then select Assign.
The Student Course Assignment window opens (see Figure 203 on
page 425).
3. Select X to close the Student Course Assignment dialog box.
You return to the Learning work space.
To view abbreviated course assignment information for a team member

1. From the Learning > Assignments work space, right-click the team or team
member of interest, and then select Assign.
The Student Course Assignment dialog box opens (see Figure 203 on
page 425),
2. Close the Student Course Assignment dialog box by selecting X in the
upper-right corner.
Delete a Team Member Course Assignment
To delete a team member course assignment

from the Assignment view, select the assignment, and then select Delete.
Delete a Course Assignment
To delete a course assignment

1. From the Learning > Assignments work space, right-click the team or team
member of interest, and then select Assign.
2. If the current assignments are for a team, ensure that the Assign To option has
the desired option selected (Current Team Members, New Team Members, or
Current and New Team Members).
3. In the Student Assignments table, double-click a course you want to delete.
The Delete button becomes available.
4. Select Delete.


A confirmation message asks, Are you sure you with to delete this record?
5. Select OK to delete the assignment or select Cancel to keep it.
The Student Assignment table updates to reflect any change.
6. Select X to close the Student Course Assignment dialog box.
You return to the Learning work space.
Add a New Course Assignment View

Dynamic views are based on criteria. Basic views are like folders in that you name
the view and drag courses into it.
To create a new dynamic view for course assignments

1. From the Learning > Assignments work space, select New in the View list
(see Figure 205). Then select Dynamic View.
Figure 205 New View option
A new View List dialog box opens (see Figure 206).

Figure 206 View List dialog box
2. Type a View Name in the New View dialog box, and then select:
a column name from the first drop-down list
a comparison operator: Select from Equal To (=), Contains, Starts-With,
Less Than (<), Greater Than (>), Less than or Equal to (<=), Greater Than
or Equal to (>=), or Not Equal to (<>).


NOTE Not all comparison operators are available for

all parameters.
Type an entry or select an item from the drop-down list in the third field.
3. (Optional) To add additional criteria to limit the amount of returned data:
a. Select Add (+).
b. Select a Boolean operator: AND, OR, ) AND (, or ) OR (.
c. Repeat Step 3 as desired to narrow the search.
4. Select Save.
The New View List dialog box closes and you return to the Assignments
window with the new view listed in the Views List.
To create a new basic view for course assignments

1. From the Learning > Assignments work space, select New in the View list.
Then select Basic View.
The Add Basic View dialog box opens (see Figure 207).
Figure 207 Add Basic View dialog box
2. Type a unique name for the view, and then select OK.
The new View dialog box closes and you return to the Assignments window
with the new view listed in the Views List.
Modify a Course Assignment View
To modify a course assignment view

1. From the Learning > Assignments work space, select a view in the View list,
and then select Open from the top of the view list or from the (right-click)
shortcut menu.
The View List dialog box opens (see Figure 206).
2. Make changes as needed by:
adding criteria (see Step 3 in the previous procedure)


removing criteria by selecting Remove ()

3. Select Save.
The New View List dialog box closes and you return to the Assignments
window with the new view listed in the Views list.
Delete a Course Assignment View
To delete a course assignment view

1. From the Learning > Assignments work space, select a view in the Views
list.
2. Select Open from the top of the view list or from the (right-click) shortcut
menu.
The View List dialog box opens (see Figure 206).
3. Select Delete from within the View List dialog box.
A confirmation message asks if you are sure you want to delete the record.
4. Select OK to continue or Cancel to quit.
Share a Course Assignment View
To share a course assignment view

1. From the Learning > Assignments work space, right-click a view, and then
select Share View.


2. Select the teams that you want to share the view.

As a reminder, the View Name appears at the top of the dialog box.
3. Select OK to save the settings, or select Cancel to quit without saving.

To add courses, see Publish a Course on page 418.
The procedures you can perform from the Courses work space include:
View the List of Courses
Launch a Course
Complete a Course
Add a Courses View
Modify a Courses View
Delete a Courses View


View the List of Courses
To view a list of courses

1. Select Courses on the Learning tab, and then select a view in the Views list
(see Figure 209).
Figure 209 Courses view list
2. To sort the list, select a column heading.

After you select the heading, a triangle displays the direction of the sort.
(Down is increasing; up is decreasing.)
3. To sort in reverse order, select the column heading again.
Launch a Course
To launch a course
1. From the Learning > Courses work space, select the My Courses view in the
Views list.
2. Select the course you want to take, and then select Learn.
The course opens in the QWA window and the title appears in the title bar (see
Figure 210).


Figure 210 Course session
3. To save your place in the course or end the course, select End My Session.
The course window closes.
When you open the course again, a message asks whether you want to
Resume the course or Start from the beginning.
4. Select the desired button.
Complete a Course
To complete a course
from the Learning > Courses work space, select a course, and then select
Complete.
The course status updates.


Add a Courses View

By default you have a My Courses view. You can add additional views with the
To create a new view of courses

1. From the Courses work space, right-click a view, and then select New View >
Dynamic View or Basic View.
A New View dialog box opens (see Figure 206 on page 430).
2. Type a Name for the view in the text box.
For a basic view, select OK.
For a dynamic view, continue to the next step.
3. Select a column name from the drop-down list, select a comparison
operator, and type criterion text or select an item from the list in the third
column.
4. (Optional) To add criteria, select Add (+), select a Boolean operator (from the
following list), and repeat Step 3 for the new criteria entry.
AND
OR
) AND (
) OR (
5. When you finish adding criteria, select Save.
The New View Filter dialog box closes and you return to the work space. The
new view appears in the Views list.
Modify a Courses View

Dynamic views are based on criteria. Basic views are like folders in that you drag
courses into them.
You cannot modify the My Courses view.
To modify a basic view of courses

1. From the My Courses page, right-click a basic view in the Views list, and
then select Edit View.
The Add Basic View dialog box opens (see Figure 207 on page 431).
2. Make changes as needed by adding, deleting, or modifying text, and then
select OK.


To modify a dynamic view of courses

1. From the My Courses page, right-click a view in the Views list, and then
select Edit View. (The My Courses view cannot be modified.)
The View dialog box opens (see Figure 206 on page 430).
2. Make changes as needed by adding, deleting, or modifying criteria.
a. To add criteria, select Add (+), select a Boolean operator, and then select
a column name from the drop-down list, select a comparison operator,
and type criterion text or select an item from the list in the third column.
b. To delete a criterion set, select Remove ().
3. When you finish making changes, select Save.
The View Filter dialog box closes and you return to the work space. The view
appears in the Views list.
If you select Cancel, any changes are abandoned and you return to the work
space.
Delete a Courses View
To delete a courses view

1. From the Courses header, right-click a view in the Views list, and then select
Delete View.
Alternatively, (for a dynamic view only) you can open the view and select
Delete.
A confirmation message asks if you really want to delete the view.
2. Select Yes to delete the view, or No to quit.
The message box closes and you return to the work space. The Views list
updates.




CHAPTER 15
Use Surveys
This chapter discusses surveys from the Qfiniti Survey module and Web Surveys
from the Qfiniti Advise (Evaluations) module.
Service organizations spend tremendous amounts of time and money to find, win,
and retain customers. Yet those valuable relationships can be at risk each and
every time a customer calls the contact center. To ensure the balance of agent
performance and customer satisfaction scores, companies must listen closely to
the perceptions, challenges, and needs of their customers.
Qfiniti Survey enables contact centers to hear directly from customers
immediately after agent interactions and automatically link both the customer
satisfaction score and the agent evaluation score to the recorded call. This
relationship measurably improves quality performance while reducing the time
and cost incurred from traditional research methods. By forging a clear link to the
voice of your customers, Qfiniti Survey can be a valuable supplement to traditional
survey methods.
Qfiniti Survey:
provides immediate customer feedback
offers a direct link between agent performance and customer satisfaction
scores
delivers real-time alerts to trigger retain-customer actions
is a cost-effective solution compared to third-party surveys
As a result, you can gain reliable and accurate opinions by surveying callers
immediately following calls, while the call is fresh in the callers memory.


Chapter 15 Use Surveys
Qfiniti Survey can:

notify you of a customers response by e-mail, which helps you to respond
immediately to a customer issue at the most critical point of contact
automatically transfer a call to a supervisor based on a response
branch to a different line of questions based upon a customer's answer to a
question

Features of Qfiniti Survey
Qfiniti Survey Interface
Create a Customer Survey
Completed Surveys
Web Surveys

Qfiniti Survey provides an easy, convenient client interface that lets team
members design and implement surveys quickly.
Flexible Design
Multiple Language Support
Customer-Driven Performance
Customer Response
Survey Reports
Flexible Design
Qfiniti Surveys flexible design lets you create surveys using three modes.
Mode 1. The caller calls directly into a survey. These stand-alone surveys do
not require team member intervention. You can set up a separate number for
customers to call and to answer survey questions. Qfiniti Survey can offer
surveys to callers based on the inbound Dialed Number Identification Service
(DNIS) information.


Mode 2. A team member transfers the caller to the survey after a call ends.
Depending on the nature of the call, a team member can offer a survey to the
caller, and then transfer the caller to the survey.
A team member can transfer the caller to a survey after the call, or the ACD
can transfer the call using the Avaya Return Destination feature to provide a
stealth survey experience where the agent does not know that the caller will
receive a survey at the end of the call.
Mode 3. The caller calls in; Survey bridges the call to a team member; and
when the team member releases the call, Survey presents the caller with the
survey. Mode 3 allows for stealth surveys (when Return Destination
functionality is not available), which occur without the team members
knowledge. The CTI link provides the team member and call information.
Multiple Language Support

Qfiniti Survey gives you the ability to define which language to play the survey in.
The trigger definition contains settings for mode 1, mode 2, or mode 3 surveys.
Customer-Driven Performance
Qfiniti Survey encourages customers to provide you with valuable information to
help you to maintain a customer-focused environment. Based on surveys, you can
determine several courses of action, including:
Training. Adjust the training of team members based on customer feedback.
Incentives. Measure and reward team member performance based on
customer feedback.
Evaluation Calibration. Evaluate your criteria for evaluation forms to
determine potential new questions and weights.
Control. Instead of using third-party surveys, you have direct access and
control over the survey process.
Customer Response
Qfiniti makes it easy to respond to your customers needs with Surveys
immediate response features.
Threshold actions. If a caller enters a low score on a particular question,
Survey can transfer the call, or send an e-mail notification to a supervisor.
Instant feedback. Survey provides instant feedback from customers, giving
you an opportunity to resolve a customers issue quickly.


Survey Reports
Qfiniti Survey provides standard and custom reports to help maximize survey
data. You can acquire survey results by day, week, month, or other time span you
desire. See Reports from Survey on page 565.

Select All Completed Surveys on the Surveys tab.
The window displays a list of completed surveys with the following information
(see Figure 211).
Figure 211 Surveys View List
Attachment (Paperclip icon) indicates that an attachment to the survey

exists. Other columns show the type of attachment: recording, evaluation, or
voice mail.
DNIS is the trigger phone number that started the survey.
Survey Name is the survey template used.
Survey Date is the date the survey was taken.
ANI the Automatic Number Identifier shows the number that originated the
call.
Agent ID is the ID of the team member who took the call.
Recording Attached shows Yes when a recording is attached.
Evaluation Attached shows Yes when an evaluation is attached.
Voice Message Attached shows Yes when a voice message is attached.
First Name is the first name of the team member who took the call.


Last Name is the last name of the team member who took the call.
Middle Name is the middle name of the team member who took the call.
Status
Talk Time
Hold Time
Inbound T-1 Ext
Extension
Mode
Survey Time is the time it took to complete the survey (staring from the time
the opening prompt started to play to the time the customer hung-up or the
ending prompt finished playing) in seconds.
The Surveys header contains the following tabs.
Completed Surveys displays a list of completed surveys. From the Views
panel, you can define dynamic views, which let you see only the surveys you
need. From the Detail page, you can see detailed information about a survey.
Triggers displays a list of triggers. From this view, you can define the triggers,
that determine which survey to play to a caller and how Qfiniti Survey will
process the call.
Templates displays a list of survey templates, which define individual surveys.
Questions displays a list of questions. From this view, you can create, modify,
and delete individual questions.
Classifications are user-defined tags that can be associated with surveys to
aid in their later retrieval.
Archives displays a list of archive schedules for Survey. They work similar to
the Observe schedules. See Set up Schedules for Archiving and Aging on
page 513.
Aging displays a list of aging schedules for Survey. They work similar to the
Observe schedules. See Set up Schedules for Archiving and Aging on
page 513.



Customer surveys are comprised of one or more questions and include a
recorded greeting and closing message. Qfiniti Survey lets you create question
types and questions to quickly and easily create your surveys. The questions can
be yes or no, quantitative, multiple choice, or a voice message. When a response
is negative, you can have it trigger an alert that transfer the call to an extension or
sends an e-mail message.
Creating a survey includes:
creating sets of questions and answers
creating a survey template
creating the trigger that determines which:
language for Survey to use
the mode to use
survey to play to the caller
You use the survey template as a script to record the survey prompts.
The major topics in this section are:
Create Question Definitions
Survey Templates
Survey Triggers
Record Custom Survey Prompts
Prompt Types
Related Topics
For details on using the archiving and aging features of Qfiniti Survey, see Set
up Schedules for Archiving and Aging on page 513.
The topic of using survey classifications is covered in Classify Team
Members, Recordings, or Evaluations on page 491
Create Question Definitions

Each survey consists of at least one question. By using Qfiniti Survey, you create
the question and the answer set for that question. The question text (includes the
name and the scripted text) can contain up to 32,326 characters.



Modify a Question
Delete a Question

Each survey consists of at least one question. Using Qfiniti Survey, you create the
question and the answer set for that question. The Question text can contain up to
32,326 characters.
To create a question and answer set

1. From the Surveys tab, select Questions.
The Questions View tabs appear.
2. Select New.
The Detail page opens, cleared for a new question definition. The General
Information category automatically opens (see Figure 212).
Figure 212 QuestionsGeneral Information
3. In the Name text box, type a name for your question.

The question name appears in the Completed Survey results, reports, and in
any reference to the question.
4. In the Question text box, type the text of the question.


The text in this box is the script used to record the prompts. This text should
also include the answers and their associated numbers on the dial pad. Each
question can contain up to 32,326 characters.
5. In the Answers category, select one of the following answer types.
Yes/No. The caller can only answer Yes or No. The Valid Answers for this
question type default to 1 and 2, where 1 represents Yes, and 2 represents
No.
Quantitative. Callers answer by selecting a number. For example, you
can use this option to have a caller rate an attribute on a scale from 1 to 5,
where 1 is the lowest rating and 5 is the highest rating.
Multiple Choice. Callers select an answers from a list of options.
NOTE For Quantitative and Multiple Choice answer

types, select the check boxes (011) for each valid
answer. Examples:
A Multiple Choice answer type can ask callers for a
satisfaction rating. They are also useful to elicit a reason
for calling.
Press 1 if you are very satisfied.
Press 2 if you are somewhat satisfied.
Press 3 if you are somewhat dissatisfied.
Press 4 if you are very dissatisfied.
A Quantitative answer type can ask callers why they

called.
Press 1 if you called to change your address.
Press 2 if you called to change your phone number.
Press 3 if you called about something else.
Voice Message. In this type of answer, callers have the option to record a
message. The Valid Answers for this question type default to 1 and 2.
Number 1 indicates the caller wants to leave a message, and number 2
indicates the caller does not want to leave a message.
If you select the option to Prompt Caller for Answer Validation before
moving to the next question, Survey asks the caller to validate the
response.
If the customer's response was incorrect, Survey plays the question
again, and then prompts the caller to answer again.
Otherwise, Survey proceeds as normal.


6. In the Alerts category, select when to Send an Alert:. Select Answer is from
one of the following comparisons (see Figure 213).
Figure 213 QuestionsAlerts
Greater than or equal to (>=)

Less than or equal to (<=)
Then, type the determining number (09) in the number field.
For example, to receive notification when a caller selects option 1 or 2, select
Less than or equal to from Answer is and type 2 in the text box.
If you leave Select in the Send Alert if box (that is, without selecting an
option), Survey does not send an alert.
7. In the Alert Method group, select how you want to be contacted when Survey
sends an alert. The Alert Method can be one of the following methods.
Transfer Call transfers the call to the indicated number. In Transfer
Number, type the number that you want to transfer the call to.
Send e-mail. Type the name of a batch file here to call to send the e-mail
message. A sample sendemail.bat file is:
REM sendemail.bat
IF "%2" == "" GOTO end1
REM
rem These lines append the date, time, and contents of the
rem mailalert1.txt file into a log file.
rem
echo. >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
echo %1 %2 >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
date /t >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"


time /t >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"

type "C:\Program Files\Qfiniti\SurveyEmail\emailDataFile%2.txt"
>> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
"C:\Program Files\Qfiniti\SurveyEmail\sendemail.vbs" %2
goto end
:end1
echo. >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
echo %1 %2 >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
date /t >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
time /t >> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
type "C:\Program Files\Qfiniti\SurveyEmail\emailDataFile%1.txt"
>> "C:\Program Files\Qfiniti\SurveyEmail\email.log"
echo No Agent ID sent >> "C:\Program Files\Qfiniti\SurveyEmail\
email.log"
"C:\Program Files\Qfiniti\SurveyEmail\sendemail.vbs" %1
:end
8. Select Save.
The question and answer definitions are saved and Survey assigns the
question to a prompt number. For more information on prompts see Record
Custom Survey Prompts on page 459.
Modify a Question
To modify a question
The Questions View opens.
2. Select View List, and then select the question to change.
3. Either double-click the question, or select Open.
The Question dialog box opens (see Figure 212 on page 445).
4. Make changes to the question as needed.


NOTE Modifying a question changes the text of the

question in an existing survey template and assigns the
question to a new prompt identifier.
If you modify the text in the Question text box, a confirmation
message opens when you save the question:
Question has changed. Do you want to keep the existing
prompt number? Yes or No.
If you select Yes to keep the existing prompt number, no
change occurs.
If you select No (that is, you elect not to keep the existing
prompt number), a new prompt number is assigned to
the question, and you need to record the new prompt.
5. Select Save.
6. Close the Question dialog box by selecting X.
Delete a Question
If you no longer need to use a question in a survey, you can delete it.
To delete a question
The Questions view tabs appear.
2. Select View List.
3. Select the question you want to delete, and then select Delete.
A message opens to confirm your action.
4. Select Yes to delete it, or select No to keep the question.
Survey Templates
Templates define the survey that a caller actually responds to. Templates consist
of the greeting, the closing, and the questions included in the survey.
Create a Survey Template
Modify a Survey Template
Delete a Survey or Survey Template


Create a Survey Template

To create a new survey, follow the next procedure.
To create a survey template

1. From the Surveys tab, select Templates.
The Templates View opens.
2. Select New.
The Template dialog box opens, cleared for a new survey template. The
General Information category automatically opens (see Figure 214).
Figure 214 TemplatesGeneral Information
a. In the Name text box, type the name for the survey template.
b. In the Greeting Text box, type the text of the opening greeting for the
survey.
c. In the Closing Text box, type the text that ends the survey.
3. Select the Questions category.
4. Select Add (+).
The Add Question dialog box opens (see Figure 215).


Figure 215 Add Question dialog box
NOTE You can come back to add additional questions to

your survey. Any added questions appear at the end of the
list of questions by default.
5. Select the check boxes next to the questions to add to the survey template,
and then select OK.
You return to the Questions category. The added questions appear in the
Questions list.
6. (Optional) You can remove a question by selecting it, and then selecting
Delete icon.
There is no confirmation when deleting a question from a template.
7. (Optional) Select a question, and then select Down or Up arrow to reorder the
questions in the survey.
8. (Optional) If necessary, select Add Question to add additional questions to a
template.
9. Select Save.


When you save the template, the greeting and closing text boxes are
automatically to assigned to prompt numbers. For more information on
prompts, see Record Custom Survey Prompts on page 459.
Modify a Survey Template

Use the next procedure to change a survey template.
To modify a survey template

1. From the Surveys tab, select Templates.
The Templates View opens.
3. Select the template that you want to change.
4. Double-click the survey template.
The templates dialog box opens.
5. Make changes to the template as needed.
6. Select Save.
The template is modified and the View updates.
Delete a Survey or Survey Template

Use the next procedure to delete a survey template.
To delete a survey or survey template

1. From the Surveys tab, select either Completed Surveys or Templates.
2. Select the View List.
3. Select the survey or template to delete.
4. Select Delete (see Figure 216), or right-click the object and then select
Delete.
A confirmation message opens to confirm your action.
5. Select Yes to delete, or No to keep.


Figure 216 Delete a Survey or Survey Template
Question Rules
You can add rules when defining a survey template. For example, three questions
are asked of all callers (AQ1, AQ3 and AQ4). Then, if a caller answers the first
question with 1, he or she is asked a forth question (AQ2B) (see Figure 217).
Figure 217 Question branching
By adding question rules, you create surveys with increased depth and
usefulness. Rules let you branch questions into more detailed follow-up questions
based on the answer the caller gives. For example, if a caller gives an answer that
indicates he or she is unhappy with a product, you can then ask the caller detailed
questions to find the reason for dissatisfaction.
You can branch questions one level deep.
Add a Rule to a Question
Delete a Branching Rule from a Question


Add a Rule to a Question
To add a rule to a question

1. Select Templates on the Surveys tab, select a View, and then open a
template.
2. In the Questions category, under a question, select If answer is..., and then
select Add [+] to add a rule.
The Add Question dialog box opens (see Figure 215 on page 451).
3. Select the check box for one or more questions that you want to add to this
branch.
4. (Optional) Rearrange questions by selecting a question and selecting the up
or down arrow.
5. (Optional) To end the survey after this question, select End survey after this
question.
6. Select OK.
7. After you finish adding all branching questions, select Save.
Delete a Branching Rule from a Question

If you no longer need a branching rule in the template, you can delete the rule
from the question.
To delete a branching rule in a survey template

1. From the Question category, select the branching rule question that you want
to delete.
Rules are indicated by a Question Mark icon.
2. Select Delete.
3. Select Save to delete the rule.
Survey Triggers
Triggers determine how a caller receives a survey. Qfiniti Survey can start a
survey in one of the following ways.
Mode 1. The caller calls directly into the survey. These stand-alone surveys
do not require team member intervention or CTI information. You can set up a
separate number for customers to call and answer survey questions. Qfiniti
Survey can offer surveys to callers based on the inbound Dialed Number
Identification Service (DNIS) information.


Mode 2. A team member transfers the caller to the survey after a call.
Depending on the nature of the call, an team member can offer a survey to the
caller and transfer the caller to Qfiniti Survey.
Mode 3. The caller calls in to Qfiniti Survey; Survey connects to a team
member; and after call completion, the team member drops off, the caller can
complete the survey. Mode 3 allows for stealth surveys, which occur without
the team members knowledge. The CTI link provides team member
identification and call information.
A survey can have multiple triggers attached to it, but you can attach a trigger to
only one survey.
Create a Trigger
Modify a Trigger
Delete a Trigger
Create a Trigger
To create a trigger
1. From the Surveys tab, select Triggers.
The Triggers View opens.
2. Select New.
The Detail page opens, cleared for a new trigger. The General Information
category automatically opens (see Figure 218).


Figure 218 TriggersGeneral Information
3. In the Name text box, type a name for the trigger.

4. In the DNIS text box, type the DNIS number that triggers the survey.
The DNIS can contain up to 20 characters.
5. Select a Switch.
6. From the Survey Template drop-down list, select a template to associate with
this trigger.
7. Select which language the survey plays in.
8. To Play message 1988 Survey Not Available when this trigger is inactive,
select the check box.
9. (Optional) To inactivate this trigger, clear the Active check box.
10. In the Trigger Type category, select the Type of trigger from the following
options.
Mode 1: Caller dials Survey directly. The caller either dials a direct
number for the survey or is transferred to the survey without team member
interaction.


Mode 2: Agent transfers caller to Survey. The caller speaks to an team

member who asks the caller whether he or she wants to take the survey,
and then transfers the caller to Qfiniti Survey. The DNIS associated with
the transferred number determines which survey the caller takes.
Mode 3: Survey connects caller to agent. The caller connects to Qfiniti
Survey. Survey dials the specified extension to reach the team member.
After the team member disconnects from the call, the caller can take the
survey. This mode lets callers take on team members without the team
members knowledge (stealth survey).
Type the extension to reach the team in Outbound Extension text box.
Type the number of days for auto decline in ANI Limit. The ANI Limit
indicates how many days must pass before a caller is offered another
survey to take. If the ANI Limit is 0, the caller receives an offer to take the
survey on every call.
Select what happens if the team member transfers the call in the If call is
Transferred list box.
Do not offer a survey. The call transfers without the caller taking a
survey.
Proceed with survey. The call continues as normal. When callers
disconnect with the new team member or supervisor, they connect with
the survey.
Switch to survey. After they disconnect with the new team member or
supervisor, callers connect to a different survey. If you select Switch to
survey, a drop-down list opens with a list of survey templates. Select
the different survey template to switch callers to.
11. (For Mode 3 only) Select a Dial Mode:
Standard Dial
Dial with User Data post-attach (used for ICM and Genesys) attaches
User Data through CTI after call has been placed using standard dialing
methods.
MakeCall-Dial for TSAPI and Genesys data passthru uses CTI to place
a Call with the addition of User Data.
Standard Dialing with ANI following. ANI will be dialed following the
outbound number.
Standard Dialing with Outbound following. The outbound number will
be dialed twice.
12. (For Mode 3 only) To Record the call when this trigger activates a survey,
select the check box.


You can play back recorded calls under the Surveys tab.
13. (For Mode 3 only) To Limit the number of surveys generated, select the
check box, select the Maximum number of surveys per day, and the
Maximum number of surveys per hour for each day of the week.
14. Select Save.
The trigger is saved, and it appears in the view list.
Modify a Trigger
Use the following procedure to change a trigger.
To modify a trigger
The Triggers View opens.
3. Select the trigger you want to change.
4. Double-click the trigger, or select Open.
The triggers dialog box opens.
5. Change the trigger as needed.
6. Select Save.
The trigger is saved, and it appears in the view list.
Delete a Trigger
Use the following procedure to delete a trigger.
To delete a trigger
The Triggers view opens.
2. Select View List, and then select the trigger you want to delete.
3. Select Delete.
A confirmation message prompts you to confirm your action.
4. Select Yes to delete, or No to keep.


Record Custom Survey Prompts

You can use two methods to record custom prompts to guide your customers
through the survey process:
Use a standard touchtone phone connected to the switch to record the survey
prompts. See Record Survey Prompts with a Touchtone Phone on page 459.
Digitally record the prompts and copy the files to the system. See Record
Survey Prompts Digitally on page 460.
Record Survey Prompts with a Touchtone Phone

Verify that a touchtone phone is connected to the switch and configured to record
voice prompts. See your system administrator for information about hardware
configuration.
To record survey prompts with a touchtone phone

1. Dial the phone number for the configured recording line.
2. Follow the voice menu to record the prompts.
The menu begins with the message, Please enter the four-digit message
number you wish to record. If the prompt for the message number you enter
already exists, the prompt plays.
NOTE Survey provides a report that groups all prompt

numbers and the corresponding text in one location for easy
recording. For more information about Survey reports, see
Search Methods on page 123.
3. Record the new message. Then you can use the following keys.
a. Key 1. Replay the message.
b. Key 2. Exit the prompt recording session.
c. Key 3. Enter another message.
d. Key 4. If the message number does not exist, you can record, exit, or enter
another message number.
4. After you record the new message, you receive a prompt to:
a. Accept the message (press Key 1)
b. Record the message again (press Key 2)


Record Survey Prompts Digitally
To record Survey prompts digitally

1. Use the following file format Dialogic PCM8, 4-bit, and 8K Sample Rate to
record a voice prompt.
2. Save the file, using the message number as the file name, without a file
extension.
3. Copy each newly recorded voice prompt to the Survey servers hard disk in
the following folder.
C:\USR\APEX\Voice\ASurvey
Prompt Types
Qfiniti Survey automatically assigns prompt numbers to greeting messages,
closing messages, and questions created in Survey. Each question has a unique
prompt number. Survey uses several types of prompts.
Standard Prompts and Messages
Setup and Debug Prompts and Messages
Recording Prompts and Messages
Sample Prompts
User-Generated Prompts
Standard Prompts and Messages

The standard prompts and messages always use the same prompt numbers.
1984. Press 1 to save your voice message, 2 to replay the voice message, or
3 to re-record your voice message.
It plays after a caller records a voice message.
1986. Invalid response, please try again.
It plays for invalid responses to survey questions. The question repeats up to
two times.
1987. I did not get your response, please try again.
It plays when a caller does not respond to a question.
1988. The survey is not available at this time.
It plays to callers when the STK/DNIS is marked as Inactive.
1989. <Default is Null, blank>.


It plays on all Alert Transfers. It is available after you record it. Example:
Please hold for a supervisor to assist you.
1990. Please enter the four-digit survey number.
It plays for modes 1 and 2 when there is no CTI. It allows callers to enter the
STK digits.
1991. Please hold while your call is connected.
It plays after a caller accepts an offer to take a survey.
1992. You have not made your choice in the allotted amount of time.
It plays when caller does not respond to a question in the specified time.
1994. The Survey is not available at this time.
It plays when Web Access detects an error in a survey. The survey ends with
status 4.
1995. Please enter the 10-digit phone number associated with this account.
It plays when CollectMaxDigits in enabled. It allows collecting a number
from callers after completing a survey. It plays when CollectMaxDigits
equals 10.
1996. Please enter your account number.
It plays under the same conditions as prompt 1995. It plays when
CollectMaxDigits is not equal to 10.
1997. Please record your message after the beep. Press # when finished.
1998. <Default is Null, blank>.
This message plays at the end (closing) of each Survey. It is available after
you record it. Example: This is the president of company X. I want to thank you
for completing our survey.
1999. Would you like to participate in a survey? Press 1 for Yes, 2 for No.
It plays to callers before connecting to a team member. It does not play when
Front End Condition is selected.
Setup and Debug Prompts and Messages

9026. Survey Declined plays to callers when they decline an invitation to take
a survey. The call transfers back to the switch.
9027. No DNIS received plays to a caller when the DNIS/STK is not received.
The call transfers back to the switch.


9028. Undefined DNIS plays to callers when the DNIS/STK is not defined. The
call transfers back to the switch.
Recording Prompts and Messages

9990. Please enter the four-digit message number you wish to record.
This is the first message after connecting to the record menu. The entered
number becomes the prompt name. If the message already exists, it plays.
9991. Begin recording at the beep. Press # when finished.
Recording starts after the beep.
9992. Press 1 to accept; press 2 to re-record.
This message allows callers to accept or re-record their messages.
9993. To record another message, press 1.
This message allows callers to record another message.
9994. To record this message press 1; to replay, press 2; to exit, press 3; to
enter a new message, press 4.
This message plays after the caller enters the four-digit message number.
Sample Prompts
Qfiniti Survey includes some sample prompts for you to use as models for your
own prompts. These prompts use the prompt numbers 2000 through 2005.
User-Generated Prompts
Qfiniti Survey automatically generates a prompt number for each question,
greeting, and closing text box. It uses these prompts to generate the voice
prompts for the survey. User-generated prompts start at 2010. Qfiniti saves each
new question, greeting, and closing with the next available prompt number.
Completed Surveys
When a caller completes a survey, you can view the completed survey.
Survey View List
Survey Detail


Completed Surveys
Survey View List
To view completed surveys list

select Completed Surveys from the Surveys tab.
From the view list, each completed survey displays the following information.
Survey Name is the survey template used.
Attachments yes or no.
DNIS is the trigger phone number that started the survey.
Status
Survey Date is the date the survey was taken.
Talk Time
Hold Time
Inbound T-1 Extension
ANI
Agent ID is the ID of the team member who took the call.
First Name of the team member who took the call.
Last Name of the team member who took the call.
Middle Name of the team member who took the call.
Extension
Mode
Survey Time is the time it took to complete the survey (staring from the
time the opening prompt started to play to the time that either the customer
hung-up or the ending prompt finished playing) in seconds.


Survey Detail
From the Completed Surveys work space, you can view detailed information
about the completed surveys. From there, you can open a survey to see the
detail. The detail lists each question and the answer (response) given for that
question. If the question was multiple choice, yes/no, or quantitative answers, the
number pressed by the caller appears.
If the question has a voice recording, you can play back the callers answer.
Add a Transcription
To add a transcription
1. For voice recording answers, you can select Add Transcript to manually
transcribe the callers response in the recording.
This box is a free-form text box. You can also use it to make comments about
the question or answer, or to translate an answer if it was given in another
language.
2. After you type your transcription of the answer, select Save, and then close
the survey window.
Delete a Transcription
To delete a transcription
1. Open a survey that contains a transcript, and then select Delete Transcript.
There is no confirmation message to verify your action.
2. Select Save, and then close the survey dialog box.
Play Back a Recorded Message

When you created the trigger, if you selected Record this call when this trigger
activates a survey, the survey call was recorded and attached to the completed
survey.
Select a survey that is attached to a recording for the button to become available.
In version 10.2, the user interface shows if a recording is associated with the
survey.
To play back the attached recording

open the recording detail and select Play at the top of the survey.


Web Surveys
Play Back a Voice Message Answer

If a question answer type was voice message, any message left by the caller was
recorded. You can play these messages back in the surveys detail.
Select a survey that contains customer verbatim comments for the button to
become available.
In version 10.2, the user interface shows if a verbatim comment was left with
the survey.
To play back a voice message answer

select Play in the answer column next to the question.
Web Surveys
Web surveys are part of the Evaluations tab. Its use is licensed as Qfiniti Advise.
This section is in the Use Surveys chapter because of its close relationship to
other surveys.
Web Survey Overview
Guidelines for Using Web Surveys
Create a Web Survey
Publish a Web Survey
Unpublish a Web Survey
Edit a Web Survey
View a Web Survey
Delete a Web Survey
Some Creative Ways to use Web Surveys
View the Results of a Web Survey
Web Survey Overview

A web survey is a Qfiniti Advise evaluation form that has been converted into a
web-based survey. It contains questions (within performance areas) for the
recipients to complete. The creation process is very similar to creating an
evaluation scorecard. You can publish a web survey to collect information such as
customer satisfaction, vendor feedback, or opinions.


The results appear in two web survey reports (see Web Surveys Completed on
page 571).
Web Survey Details shows performance areas, question type, and answer
organized by team, team member, and date range.
Web Survey Summary shows a count and a pie chart for a survey by a team
within a date range.
NOTE To avoid confusion, the lower-cased term, web

survey refers to a survey produced by the Qfiniti Advise
module. The initial-capitalized term, Web Survey refers to
the feature name or to the term as it appears in labels in the
user interface or in headings in this document.
There are two ways you can invite customers to take a web survey.
To manually notify recipients to take an anonymous survey, you publish a link
through any process outside of QWA such as by sending an e-mail message,
printing information on a receipt or on a web site, and so forth. For example, a
supervisor can send an e-mail message with links to ten people every week.
Every web survey that is completed this way is anonymous and reporting can
only be aggregated by survey type (or trends by week, and so forth). There is
no relationship to a team, team member, or respondent.
The second notification approach is to make the survey available through an
automated distribution process. In this case, additional information can be
reported because you can know who the survey is related to (such as a team
member user ID or recipient). A distribution job runs periodically to obtain a list
of recipients and a schedule sends a formatted e-mail message.
To use automated distribution, QWA must connect to a database that contains
information about the people to survey. For example, this can be a database
containing the names of people who recently contacted the contact center or
people who have recently had a ticket closed. Your system administrator must
set up a database view of the necessary information, and then provide you
with the name of the view to use with a web survey. A distribution job runs
periodically to collect data for the view. Qfiniti saves the completed web survey
data in a database table.


Web Surveys
Prerequisites
Web surveys are part of Qfiniti Advise; a product license
is required to use them.
Using web surveys requires configuration to obtain data
on customers who are to receive a survey. Refer to
Configure the Web Access Web Survey Scheduler in
the Administration & Configuration chapter in the Qfiniti
Administration Guide. Use that information to provide
data to the procedure to Create a Web Survey on
page 469.
To obtain reports, your role must include permissions for
the web survey reports.
Allow the user to manage report snapshots.
Allow the user to manage report subscriptions.
NOTE Be aware that e-mail messages can be trapped by

spam filters, which can adversely affect the response rate to
a web survey. You may be able to improve the response rate
by asking customers to add your e-mail address to their list
of contact in a previous message.

Create a Web Survey
Edit a Web Survey
View a Web Survey
Delete a Web Survey

Use the following recommended guidelines with web surveys.
1. QWA tracks the date that every distribution job runs. The creation of the web
survey distribution job starts with writing criteria to pull only records that are
newer than the date of the last run. This tells Qfiniti only to send web survey
invitations to records that closed since the last distribution run.


If you do not filter by the date of the last run, Qfiniti uses all records in the
database view. Then, it becomes your responsibility to ensure that a job
refreshes the data with only the new recordsideally, an hour or two before
the Web Survey distribution job is scheduled to run.
Example 1
Lets say you want to run the web survey schedule each day at 8 p.m. (20:00).
The Web Survey distribution job queries the source database view to find all
newly closed tickets. (They closed at 8 p.m. (20:00) on the previous day
according to the date column.)
In this example, the filter criteria setup must include a rule such as
DATE_CLOSED > [[LAST_RUN_DATE]], where [[LAST_RUN_DATE]]
represents the last date and time that the distribution job ran.
Example 2
Lets say you want to set up the web survey schedule to run daily at 10 p.m.
(22:00) so you set up a separate job to populate a table at 8 p.m. (20:00) with
new tickets (since 8 p.m. (20:00) the previous day). The Web Survey
distribution job pulls all records in the table. In this example, no criteria relating
to DATE_CLOSED are required.
2. If a planned web survey needs to be reviewed by others or used in a pilot run
before publication, HP recommends that you prepare a draft version outside of
QWA, such as in a word processor. When the text is ready for publication,
follow the procedure to Create a Web Survey on page 469, and then copy
the text into Web Access. The shortcut keys are:
Copy the selected text by pressing CTRL+C
Paste the copied text into a text box by pressing CTRL+V.
3. It may help to name your web surveys with a different format from your other
surveys.
Like other surveys, web surveys contain performance areas and a form.
Prerequisites
Usually an Administrator or Supervisor sets up web surveys.
The following permissions in Teams > Roles > Evaluations
Permissions control access to Web Survey usage.
Allow the user to create new web surveys.
Allow the user to delete web surveys.


Web Surveys
Allow the user to update web surveys. (This includes
Beginning Text, Ending Text, and Thank You Text,
Publish status, and valid dates, but not questions or
performance areas.)
Allow the user to view web surveys.
Viewing the results of a web survey requires a role with

access to Survey Summary reports (see Reports from
Survey on page 565).
Create a Web Survey

Use the following procedure to add a new web survey.
To add a web survey

1. From the Evaluations tab, select Web Surveys.
NOTE When you first open the Web Surveys tab, if you see
a message that requests that you enter a valid Web Survey
Host Name in Advise Settings, contact your Qfiniti
Administrator to update the configuration settings for Web
Access Survey.
2. On the View List, select New [+] to add a new web survey.
The General Information category opens (see Figure 219).


Figure 219 General Information category
3. The General Information category contains several text boxes that you can
use to add text that surrounds the survey performance area and questions.
The text box names that have an asterisk (*) require contents. If you want
nothing to appear in the Beginning, Ending, or Thank You text, just type a
space in those text boxes.
NOTE The text you add can contain HTML code.
Name. Use this text box to name the web survey. This text does not
appear on the published web page.
TIP It may help to name your web surveys in a different

format from your other surveys.
Description. Add a description of the web survey to appear on the

published page.
Evaluation Form. A drop-down list shows the names of all evaluation
forms defined in Web Access. The name does not appear on the


Web Surveys
published web page. Select the form that contains the performance areas
and questions to use on the web page.
Beginning Text. Type an introduction to the web survey. The text appears
on the web page.
Ending Text. Type an ending to the web survey. The text appears on the
web page. You can include a copyright that includes HTML code to format
the web page (see Figure 219 on page 470).
Thank You Text. Type text that appears after the user submits the web
survey. For example, you can simply thank the person for completing the
survey, state what action to take next, or invite participation in an event.
Three controls at the bottom of the General Information category set the dates
that the web survey is valid and available for use. (You also must Publish the
survey to make these selections effective.)
Start Date. Select the first date that the survey is available. You can either
type the date or select it from the list.
End Date. As an option, select the last date that the web survey is
available, such as the end of the month or at the end of a promotional
period. You can either type the date or select it from the list. The survey is
available until midnight of the expiration day.
No End Date. Select this check box to have the survey remain valid until
you unpublish it. When this check box is clear, there is no expiration date.
4. Select the Advanced category.
The Advanced category has several check boxes that you can select to
include the question in the web survey (see Figure 220).


Figure 220 Advanced and Publish Settings categories
Demographic Performance Area. The list contains all the performance

areas that are part of the evaluation form that you selected in the General
Information category (see Figure 219 on page 470). If one of the
performance areas contains demographic questions (such as name,
address, telephone, age, income, source of referral, and so on), you can
select it here to appear as a performance area on the web survey.
To obtain free-form answers (such as Comments), mark a question as
open-ended by selecting the edit box by the question. If you do not mark
the question as open ended, it only accepts whole numbers (integers) as
text.
Select the check box in the first column to include the question in the web
survey.
Question. Shows the name of the question.
Performance Area. Shows the name of the performance area that
contains the question.
5. In the Publish Settings category, use the following controls to make the web
survey available for use.
Hide the labels for Performance Areas. If you select this option, the
Performance Area headers do not appear on the web survey. Clear the
check box to display them (default).


Web Surveys
Preview. You can preview the web survey only after you publish it (see
Figure 221). See Publish a Web Survey on page 480.
Figure 221 Preview of a web survey as a web page
Web Survey URL. When you save a published web survey, this text field
shows the location of the web survey. The Administer tab shows the name
of the server in Advise Settings.


6. Select the Scheduling category, and then either type or select from the
following options (see Figure 222).
Figure 222 Web Survey Scheduling category
Source of Data. Type the name of the view of the database you obtained
from your database administrator.
You must fill in the Source of Data and then select Preview Source
before any of the other scheduling or e-mail functionality becomes
available. If selecting the button does not fill the grid and open the criteria
area, contact your Web Access administrator or refer to the
Administration & Configuration chapter in the Qfiniti Administration
Guide.
Preview Source. Select this option to fill the table at the bottom of the
page with a sample of data after you type the name of the database view in
the Source of Data text box.
7. The next two controls work together to schedule when and how often to run
the schedule.


Web Surveys

formats.
Run Daily at. Set the hour, minutes, and a.m. or p.m. By default, the
time sets to when you open the Scheduling category. Unless you change
the time to after you publish and save the survey, the first time it runs is
tomorrow.
NOTE The schedule can take up to 5 minutes to start after

the scheduled start time. For example, if the setting is 07:00
a.m. (07:00), the job may not start until 07:05 a.m. (07:05).
Run hourly every (X) hours. By default the value is zero (0), so the
schedule runs once daily. To schedule more runs, type a number here. For
example, if you type 4, the schedule runs at the scheduled time and then
every 4 hours to make 6 runs in a day.
If the job starts at 7 a.m. (07:00) and repeats every four hours, the job runs
at 7 a.m. (07:00), 11 a.m. (11:00), 3 p.m. (15:00), 7 p.m. (19:00), 11 p.m.
(23:00), and 3 a.m. (03:00) the next day, for a total of six runs. Then it
restarts at 7 a.m. (07:00).
NOTE At the time you save the web survey, the next valid
schedule run time is determined. If you save a web survey
scheduled with the preceding example (07:00 a.m. (07:00)
start, repeat every 4 hours) at 02:53 p.m. (14:53), it runs for
the first time at 03:00 p.m. (15:00) the same day.
All times are based on the Web servers time zone. So if the
Platform Web Server is in the Central Time zone and set it
to run at 07:00 a.m. (07:00), it runs at 07:00 a.m. (07:00)
Central Time, regardless of where the user setting up the
schedule is located.
8. The next three Scheduling controls work with the E-mail With Survey
category to limit the number of survey invitations that Web Survey sends in
each scheduled run.
Limit invitations by percent. Select a percentage of records to send web
survey invitations to.
Limit Invitations per schedule run. Type the maximum number of
invitations to send in each run.


If you use this control with the Limit invitations by percent control, the
meaning is: send invitations to the specified percent, up to a maximum of
the number in this control.
Do not send to the same person within (x) days. Select a number of
days to avoid sending a web survey invitation to the same address.
9. The next set of controls filter the database records obtained in the view that
you selected in Source of Data (discussed in Step 6 on page 474) to select
which ones to use with the two e-mail categories (discussed in Steps 10 and
11 on pages 478479).
Use records that match the following criteria. You can add one or more
criteria to select recipients of a web survey invitation. The operation is
similar to using filters. In addition to the usual Boolean operators (AND and
OR), you can use the following operators to group the criteria. The close
parenthesis appears automatically at the end of the line when you select
one of these options.
Each of these options separates the previous group of criteria from the
next group of criteria.
) AND (
) OR (
NOTE Using nested Boolean operators is not available.

Filters are discussed in Limit Selected Records with Filters
on page 529. A complete discussion of using Boolean
operators is beyond the scope and intent of this document.
You can have expressions that use parenthesis for grouping, but you cannot
have parenthesis nested inside other parenthesis. Every open parenthesis
must have a close parenthesis before the next one opens.
Example 3
To get anything of either priority 1 or priority 2, and a ticket type of either
Support or Issue, use the following criteria.
DATE_CLOSED > [last_run]
AND (Priority = 1
OR Priority =2)
AND (TicketType = Support
OR TicketType =Issue)


Web Surveys
However, if you want all priority 1s and only priority 2 of ticket type support or
ticket type issue, you cannot use the following grouping to create this
expression:
(DATE_CLOSED > [last_run]) AND (Priority = 1 OR (Priority = 2
AND (TicketType = Support OR TicketType = Issue)))
You need to rewrite the criteria as:

DATE_CLOSED > [last_run]
AND Priority = 1)
OR (DATE_CLOSED > [last_run]
AND Priority = 2
AND TicketType = Support)
OR (DATE_CLOSED > [last_run]
AND PRIORITY = 2
AND TicketType = Issue)
Preview Filter. Select the button to see a sample of the results of the
filter criteria in the table at the bottom of the category.
Enabled. Select the check box to enable the completed schedule to
run. Clear the check box if you want not to run the schedule.
The three limits (Limit invitations by percent, Limit invitations per

schedule run, and Do not send to the same person with (x) days)
divide the returned records from the data source into two groups.
The records that meet all three limits receive the E-mail-with-Survey
treatment if that option is enabled. See Step 10 to set up the treatment.
The records that are excluded due to exceeding one or more of the
limits receive the E-mail Without a Survey treatment if that option is
enabled. See Step 11 to set up the treatment.
NOTE Web Access uses random sampling within the

returned database records. If you specify 100 records as a
limit, and your filter criteria returns 1000 records from the
data source, Web Access picks 100 records at random from
the 1000 records to send an e-mail message with a survey.
Web Access does not select the first 100 database records.
The other 900 records are used to send an e-mail message
without survey.


10. Select the E-mail With Survey category to either type or select from the
following options (see Figure 223).
Figure 223 Web SurveyE-mail with (and without) Survey categories
Place the cursor in a text box, and then type any text to appear on all e-mail
invitations (with a survey).
Field list. Select a field from the list to use with the Insert Field button.
Insert Field button. Place the cursor in a text box where you want variable
data to display, select a field name from the Field drop-down list to transfer
personal data (variable; field name) from the database record, and then
select Insert Field.
NOTE Although you can type the field names if you know
them, using the Insert Field function is faster and less prone
to error.
From Name. The name of the person sending the message. For example,
insert field names for the AgentFirstName and AgentLastName or type a
name such as Customer Support.
From E-mail. Type or insert the field name for the e-mail address of the
desired Reply To e-mail address.


Web Surveys
Subject. Type a short statement about the content of the message. You
can also insert field names, if appropriate.
Message Body. Type the content of the message. Be sure to include the
link to the web survey: [SURVEY_LINK].
NOTE For the [SURVEY_LINK] field to work, the field must

either be on a new line or have a space before and after the
field.
11. Select the E-mail Without Survey category, and then either type or select
from the options.
NOTE Recall that e-mail messages without a survey go to

recipients selected from the database view who do not
receive an e-mail message with a survey. That is, the
recipients are: 100% the percentage specified in the
General Information category and those whose record
number is higher than the number limit and the number of
days in the Do not send to the same person with (x) days
entry.
Place the cursor in a text box and type any text to appear on all e-mail
invitations (without a survey).
Field list. Select a field from the list to use with the Insert Field button.
Insert Field button. Place the cursor in a text box where you want the
variable data to appear, select a field name from the Field drop-down list
to type personal (variable; field name) data from the database record, and
then select Insert Field. Although you can type the field names (if you
know them), using the Insert Field function is faster and less prone to error.
From Name. The name of the person sending the message. For example,
insert field names for the AgentFirstName and AgentLastName or just type
the name.
From E-mail. Type or insert (the field name for) the e-mail address of the
person sending the message or the desired Reply To e-mail address.
Subject. Type a short statement about the content of the message. You
can also insert field names, if appropriate.
Message Body. Type the content of the message.
12. Verify that either the E-mail with Survey or the E-mail without Survey option
has the Enabled option selected.
13. Publish. Select the box to make the web survey available.


Clear the box to withdraw the web survey from availability.

14. Select Save to save all changes to the web survey. After you select Save, you
cannot change the name, questions, or performance areas, but you can edit
the Beginning Text, Ending Text, and Thank You Text (if your role has the edit
permission granted).
Publish a Web Survey
To make an automated web survey available for use

1. Verify the dates that the web survey is valid before you publish it.
2. Verify that either the E-mail with Survey or E-mail without Survey has the
Enabled option selected.
3. Select the Publish check box, and then select Save (see Figure 220 on
page 472).
4. Notify users of the Web site (URL) to browse to complete the web survey.
Unpublish a Web Survey
To withdraw an automated web survey from use

open the survey, clear the Publish check box, and then select Save (see
Edit a Web Survey
Prerequisites
With the Update Web Survey permission granted, you can
change the Beginning Text, Ending Text, and Thank You Text
of a web survey.
You cannot change the questions or performance areas while editing a web
survey. See Create Evaluations on page 313.
View a Web Survey
Prerequisites
Your role must have the View permission granted to be able
to view a web survey.


Web Surveys
To view a web survey

select Preview under the Publish category for any published and saved web
survey.
Delete a Web Survey
Prerequisites
Your role must have the Delete permission granted to be
able to delete a web survey.
To delete a web survey

1. From the Web Surveys page, select the web survey that you want to delete in
the View List.
2. Select one or more surveys, and then either:
NOTE To select more than one item in the list, hold down
the CTRL key while you select items.
select Delete in the upper-right corner

right-click and select Delete from the shortcut menu
open a survey and select Delete in the upper-right corner
A confirmation message opens to verify your intention.
3. Select Yes to complete the deletion, or select No to keep the survey.
The view list updates.

This section discusses some ways to apply treatments to the list of contacts
returned by the Web Survey schedule.
QWA creates the e-mail messages by using a method similar to creating
mail-merge documents. Use the [COLUMN_NAME] syntax to pull a value from the
database view. For example, the following field names come from a customers
ticketing system. Figure 224 on page 482 shows a formatted sample e-mail
message.
From: [ANALYST_SUPERVISOR_NAME]
From Email: [ANALYST_SUPERVISOR_EMAIL_ADDRESS]


Subject: Ticket Followup

Body:
Dear [Customer_First_Name] [Customer_Last_Name],
The XYZ Company has instituted the practice of sending periodic
surveys to customers that have contacted the Customer Service
department.
The ticket that was opened as a result of your call has been
closed.
To help us provide better service for you in the future, we would
like for you to take the following survey.
[SURVEY_LINK]
If there is anything else we can do for you in regard to the issue
or if you are unsatisfied with the outcome, please contact us at
(222)333-4444 or by e-mail at cs@xyzcompany.com.
Customer Service
XYZ Company
NOTE For the [SURVEY_LINK] field to work, the field

must either be on a new line or have a space before and
after the field.
Figure 224 Sample e-mail message from Web Survey


Web Surveys
Examples
These examples show some creative ways to get different results from
schedules for web surveys. You can change the numbers in an example to get
the results you desire.
All contacts that meet the filter criteria for this web survey should receive a
web survey e-mail message regardless of any limits. Set the limits to
sufficiently high numbers to allow every contact to receive a web survey.
Set Limit invitations by percent to 100 percent (that is, no limit).
Set Limit invitations per schedule run to 9999 (that is, high enough to
be greater than the maximum number of records that could possibly
return).
Set Do not send to the same person with (x) days to 0 (zero. That is, no
limit as to how often one can receive a survey).
Complete the E-mail with Survey category. Everyone gets a survey.
Leave the E-mail without survey category clear.
All contacts that meet the filter criteria should receive a generic e-mail
message without a web survey link. In this case, you still must create a web
survey and publish it, but no one receives a link for it. Set the limits to low
numbers to ensure that nobody is eligible for a web survey.
Set Limit invitations by percent to 0 percent (that is, no limit).
Set Limit invitations per schedule run to 0 (zero; that is, no limit).
Set Do not send to the same person with (x) days to 0 (zero).
Leave the category for E-mail with Survey clear. (No one receives a link
to the published survey.)
Complete the category for Mail without Survey. (Everyone receives this
message.)
Sample 10 percent of the contacts that meet the filter criteria, but do not
sample the same contact two times within a 30-day period. Send everybody
else (90 percent of the contacts) a generic e-mail message without a web
survey. Set the limits as follows.
Set Limit invitations by percent to 10 percent.
Set Limit invitations per schedule run to 9999 (that is, do not limit the
number of recipients).
Set Do not send to the same person with (x) days to 30.
Complete the E-mail with Survey category. (10 percent get it.)
Complete the E-mail without Survey category. (90 percent get it.)


Collect up to 100 web surveys a day, but do not sample the same person two
times within a 30-day period. Send everybody else (90 percent) a generic
e-mail message without a web survey. Set the limits as follows.
Have the schedule run only once a day (set Run hourly to 0).
NOTE If you set a schedule to run every 12 hours so that it

runs two times a day, you need to reduce the limit of
invitations per schedule by half (to 50 in this case) to ensure
that no more than 100 invitations are sent each day.
Set Limit invitations by percent to 100 percent. (All returned records are
eligible.)
Set Limit invitations per schedule run to 100. (Only 100 e-mail
invitations go out.)
Set Do not send to the same person with (x) days to 30. (No repetitions
within 30 days.)
Complete the E-mail with Survey category. (All 100 records receive this
treatment.)
Leave the E-mail without survey category clear.

The results of a web survey appear in reports. To see the results of a web survey,
see Reports from Advise on page 567.


CHAPTER 16
Use Completed Surveys

The major sections of this chapter are:
View Completed Surveys
Work with Completed Surveys
View Completed Surveys

When a caller completes a survey, you can view the completed survey in HP
Qfiniti 10 Survey.
Survey View List
Survey View List
To open the completed surveys list

1. Select Completed Surveys on the Surveys tab.
The list of completed surveys opens in the work space.
2. Select a view from the Survey Views list.
Each completed survey displays the following information as column headings
(see Figure 225).


Chapter 16 Use Completed Surveys
Figure 225 Completed Surveys view list
Attachments displays Yes/No.

DNIS shows the trigger phone number that started the survey.
Survey Name shows the name of survey template used for this completed
survey.
Survey Date shows the date the survey was taken.
ANI shows the called number.
Agent ID shows the ID of the team member who took the call.
Agent First, Last, and Middle Name show the name of the team member
who took the call.

on page 252.


Completed Surveys Detail

From the Completed Surveys work space, you can view detailed information
about the completed surveys. The Completed Surveys page lists each question
and the answer (response) given for that question. If the question was multiple
choice, yes/no, or quantitative answers, the number pressed by the caller
appears.
If the question has a voice recording, you can play back the callers answer
(response).

Procedures you can perform from the Completed Surveys View List include:
Sort the Survey View
Open a Completed Survey
Delete Completed Surveys
Add a Transcription to a Completed Survey
Modify a Transcription of a Completed Survey
Delete a Transcription from a Completed Survey
Sort the Survey View
To sort the view

1. From the Completed Surveys page, select a column header.
2. To reverse the sort order, select the heading again.
Open a Completed Survey
To open a completed survey

1. In the Completed Surveys view list, select any of the views in the left panel
(see Figure 225).
2. Select a survey in the work space, and then select Open (or double-select the
survey) to open it (see Figure 226).


Figure 226 Completed survey detail
Delete Completed Surveys
To delete completed surveys

1. Select one or more surveys on the Completed Surveys page (see Figure 225
on page 486).
Alternatively, open a completed survey and go to Step 2.
NOTE To select a range of surveys, select one at the

top (or bottom) of the range, hold down SHIFT, and then
select the survey at the other end of the range.
To select nonadjacent surveys, hold down CTRL, and
then select (or clear) individual surveys.
2. Select Delete.
A confirmation message opens to verify your selection.
3. Select Yes to delete, or select No to keep the completed survey.


Add a Transcription to a Completed Survey
To add a transcription to a completed survey

1. For voice recording answers, select Add Transcript to manually transcribe
(type) the answer the caller gave in the recording (see Figure 227).
This box accepts free-form text. You can also use it to:
make comments about the question or answer
translate the answer if it was given in different language
Figure 227 Add transcription
2. After you type the transcription, select Save.

The Add Transcription window closes. The button name changes to Delete
Transcript.
Modify a Transcription of a Completed Survey
To modify a transcript in a completed survey

1. For voice recording answers, select Add Transcript to type the answer the
caller gave in the recording (see Figure 227).
2. Type the changes in the transcript text box.
3. Select Save.


Delete a Transcription from a Completed Survey
To delete the transcription from a completed survey

select Delete Transcript.
There is no confirmation prompt. The icon label changes to Add Transcript.

When you created the trigger, if you selected Record this call when this trigger
activates a survey, the survey call was recorded and attached to the completed
survey.
To play back the attached recording

open the completed survey, and then select Play at the top of the survey.

If a question answer type was voice message, any message left by the caller was
recorded. You can play these messages back in the surveys detail.
To play back a voice message answer

select Play in the answer column next to the question.


CHAPTER 17
Classify Team Members,

Recordings, or Evaluations
Classifications are labels that help to identify team members, recordings, or
evaluations within QWA for later use. You can define a custom system of
classifications so that team members can quickly locate specific team members,
recordings, or evaluation scorecards.
Prerequisites
Based on your business goals, determine the information
you want to compare and analyze. Then establish
classification standards that clarify the purpose of each
classification. For example, if you compare quality scores for
the first and third quarters of each year, you can create two
evaluation classifications: Q1 and Q3. Then you can
generate a report that compares the quality scores for
evaluations from those quarters.
The classifications for team members, recordings, and evaluations are separated
by the entities they were created for. That is, when you apply classifications for
recordings, you only see the recordings classifications.
To retrieve information on teams, recordings, or evaluations by filtering on
classifications, see Search Methods on page 123.


Chapter 17 Classify Team Members, Recordings, or Evaluations

Guidelines
Classification Styles
Define a Classification
Modify a Classification
Delete a Classification
View the Classifications
Classify Records from the View List
Autoclassification Rules for Recordings
Guidelines
To prevent redundancy in managing data, avoid defining classifications that are
the same as another identifier, such as a team name or a role. For example, if
some of your team members are part of a team called Third Shift, you do not
need to create and apply a member classification named Third Shift because the
group name already identifies the group.
Classification Styles
The classification style indicates the level of information required from the team
member who applies the classification. Web Access includes the following
classification styles.
Standard. Simple, independent labels that do not require any additional
information.
Predefined. A set of related labels from which you can select one or more
options.
User-defined. Blank labels that require additional information when applied.
Input masks let you define the required team member input. You can use the
mask characters shown in Table 17 to define parameters for user-defined
classifications.


Table 17 Input mask symbols for user-defined classifications

Symbol Mask Description Sample Mask Input Yields
# Substitute for number only ##### 12345 12345
9 Substitute for number only 99999 12345 12345
? Substitute for letter only ????? ABCdef ABCdef
A Alphanumeric only AAAAA AB34e AB34e
& Any character &&&&& $*B%a5 $*B%a5
. Inserts a decimal ###.## 12345 123.45
/ Inserts a slash ##/##/## 120504 12/05/04
> Convert alphanumeric to >AAAA ABcde ABCDE

upper case
< Convert alphanumeric to <AAAA ABcde abcde

lower case
\ Display the following \P\H\O\N\E <None> PHONE

character (as written)
Autoclassify. QWA automatically applies a classification to a set of

recordings. See Autoclassification Rules for Recordings on page 507.
The classification by team feature allows your organization to filter classifications
by business unit. For example, classifications A and B can only be seen by the
Sales group and classification C can only be seen by the Customer Service group.
CAUTION Failure to correctly define classifications can

prevent team members from locating items in Web Access.
Classification names must be unique, distinctive, and relevant to your

organizations goals.
Add new classifications only if they are required for changes in your business
processes.
Add new classifications only with approval from a quality assurance manager.


Prerequisites
To view team member classifications, you must have a
team member classifications.
To define team member classifications, you must have a

role that includes the permission, Allow the user to
create team member classifications.
To view recording classifications, you must have a role

that includes the permission, Allow the user to view
existing recording classifications.
To define recording classifications, you must have a role

that includes the permission, Allow the user to create
recording classifications.
To view evaluation classifications, you must have a role

existing evaluation classifications.
To define evaluation classifications, you have assigned a

create evaluation classifications.
The following list of areas is impacted by the classification by team feature.

Teams
Team Classifications
Team Members
Recordings:
Recording Schedules
Auto Classify
Evaluations
Questions
Evaluation Forms
Agent Monitor Console


Server API
The following list of general business rules applies to filtering classifications by

team.
A category called Team Access is on the following pages:
Team Classifications definition
New Team Classification dialog shown within the Team Member definition
Recording Classifications definition
New Recording Classification dialog box shown within the Recording
Schedules definition
New Recording Classification dialog box shown within the AutoClassify
definition
Evaluation Classifications definition
The Team Access category displays:
Team Access grid. The teams shown in the grid are filtered by the teams
that the currently logged-in user can access.
Select All Teams check box
The list of classifications shown in the Classification Selector is filtered based
on the teams the currently logged-in user can access.
The Classification Selector appears on the following pages:
Team Member detail
Recording Schedules detail
Recordings View list
Auto Classify detail
Media Player
Evaluation Forms detail
Questions details
Scorecard
Completed Surveys
The classifications are also filtered in the Classification Summary report (see
Classifications on page 564).


For self evaluations, the list of classifications shown in the Scorecard

Classification Selector is based on team membership even if the currently
logged-in user is an agent/supervisor.
Selecting the Select All Teams check box (In the Team Access category of
Classification Details) selects all the teams in the Team Access table. The
classification is global and will be seen by all users, regardless of their team
access.
By default, any new classifications have the Select All Teams check box
selected.
Any existing classifications defined earlier than version 3.5 SP1 Update 5
have the Select All Teams check box selected.
Define a Standard Classification
Define a User-Defined Classification
Define a Predefined Classification
Define a Standard Classification
To define a new standard classification

1. To open the Classifications view in either the Recordings, Evaluations, or
Teams tab.
Team Member Classifications. Select the Teams tab, and then select
Classifications on the menu.
Recording Classifications. Select the Recordings tab, and then select
Evaluation Classifications. Select the Evaluations tab, and then select
2. Select New.
The Classifications dialog box opens, cleared to define a new classification in
the General Information category.
In the Name box, type a unique name for the classification.
(Optional) In the Description box, type a brief description of the
classification.
In the drop-down list, select whether you want the classification to be:


Standard. The Evaluations classification allows you to select Browse

to add an image file to the classification for quick recognition (see
Figure 228). Further, you can select Remove to get rid of the image.
Figure 228 Standard classification for evaluations
User-Defined, see To define a user-defined classification on

page 497.
Predefined. You can add a Predefined classification with a text label.
Classifications for recordings can also have a phone prompt recording.
See To define a predefined classification on page 499.
3. Select the Team Access category.
The options you can select are:
Quick Find. Type part of a classification name to locate the classification
quickly.
Show only selected. When this check box is selected, the list shows only
the currently selected teams.
NOTE The classifications shown in the Evaluation Form list

are the ones assigned to your teams access permissions.
However, if the Select All Teams check box is selected,
when you create a scorecard (see Add a Scorecard for a
Team Member on page 397), you will see classifications
that are not otherwise available to your team.
4. Select Save.
The Classification dialog box closes and the View List updates.
Define a User-Defined Classification
To define a user-defined classification

Teams tab.


2. Select New.
the General Information category.
classification.
3. From the Style list, select User-defined.
The Input Mask and Test Input Mask text boxes open (see Figure 229).
Figure 229 Input Mask
a. (Optional) To use an input mask, select the Use Input Mask option.
In the Input Mask text box, type the mask for format for team members to
enter. Valid mask characters are:
9 Numeral
aA Alphanumeric character
\#&<>?./ Symbols or Separators
b. Test the input mask by typing sample input in the Test Input Mask text box
to ensure that looks appropriate.
c. If you do not define an input mask, the classification accepts any text that
the team member types.
4. Select Save.


NOTE User-defined classifications appear in the work

space list as Member-Defined.
Define a Predefined Classification
To define a predefined classification

Teams tab.
2. Select New.
the General Information category (see Figure 230).
classification.


Figure 230 ClassificationGeneral Information category
3. From the Style list in the General Information category, select Predefined.
The List Values list opens.
4. Select Add (+).
The List Value dialog box opens (see Figure 231).
Figure 231 List Value dialog box
In the Name text box, type a name for the classification.

(Optional) To add multiple predefined classifications, select Add.
The List Value dialog box stays open for you to type another name.
NOTE Each name for a predefined list value must be

unique.
Select OK.


The List Value dialog box closes and the value appears in List Values.
5. Select the Team Access category and select teams that will be able to use
this classification.
When selected, the Selected Teams Only check box displays only selected
teams. When it is clear, all teams display.
6. (Optional) To modify a value, select the value in the list and select Edit.
7. Select Save.
You may need to change classifications to match the needs of your organization.
Changes to classification definitions take effect immediately except for active and
loaded plans that Web Access updates daily when the plans refresh.
Prerequisites
To view classifications, you must have a role that
includes the permission, Allow the user to view (team
member, recordings, or evaluations) classifications.
To modify classifications, you must have a role that

includes the permission, Allow the user to edit existing
(team member, recordings, or evaluations)
classifications.
To delete classifications, you must have a role that

includes the permission, Allow the user to delete
existing (team member, recordings, or evaluations)
classifications.
To modify a classification
1. Open the Classifications View.
NOTE If the correct module (Recordings, Evaluations, or

Members) is already open, simply select Classifications on
the menu.
Team Member Classifications. Select Classifications on the Teams

tab.


Recording Classifications. Select Classifications on the Recordings

tab.
Evaluation Classifications. Select Classifications on the Evaluations
tab.
2. From the View List, select the desired view, and then select a classification
in the work space.
3. Select Open.
The classification dialog box opens.
4. Make changes to the classification as needed.
If you change the style of the classification from Standard, a confirmation
message opens. To accept the change, select Yes; to disregard the change,
select No.
5. Select Save.
If you delete a classification that is associated with a team member, recording, or
evaluation, a message warns you that you will lose associations. If you continue
with the deletion, the classification is removed from any associated objects, such
as a recording associated with a scorecard.
Prerequisites
team member classifications.
To delete team member classifications, you must have a

delete existing team member classifications.
To view recording classifications, you must have a role



To delete recording classifications, you must have a role
that includes the permission, Allow the user to delete
To view evaluation classifications, you must have a role

To delete evaluation classifications, you must have a role

that includes the permission, Allow the user to delete
To delete a classification
1. To open the Classifications View tabs.
NOTE If the correct module (Recordings, Evaluations, or

Members) is already open, simply select Classifications on
the menu.
Recording Classifications: Select Classifications from the Recordings

tab.
Evaluation Classifications: Select Classifications from the Recordings
tab.
Team Member Classifications: Select Classifications from the Teams
tab.
2. In the work space, select the desired classification.
3. Select Delete.
A confirmation message asks whether you want to delete the classification.
4. Select Yes.


View the Classifications

The View List provides a list of all defined classifications, including their basic
attributes.
Prerequisites
existing team member classifications.
To view recordings classifications, you must have a role

To view evaluations classifications, you must have a role

existing evaluations classifications.
To view a list of defined classifications

1. To open the Classifications view list from any of the following tabs: Teams,
Recordings, or Evaluations.
Team Member Classifications. Select Classifications in the Teams tab.
Recording Classifications. Select Classifications in the Recordings
tab.
Evaluation Classifications. Select Classifications in the Evaluation
tab.
2. To view all classifications for the module, select the Views list.
The View List displays a table with information on each classification.

You can classify team members, recordings, and scorecards from the Views list
on their respective tabs. You can select one or more records at a time to apply one
or more classifications to.
The following procedures use the term records to stand in for team members,
recordings, or scorecards.


Prerequisites
Team Members
Your role must have permission to update team

members.
Recordings
To classify recordings, your role must have permission to

update recordings. See Teams > Roles > Recordings
Permissions.
Scorecards
Your role must have permission to update scorecards.
The selected scorecards must not have a status of

incomplete.
The selected (multiple) scorecards must all use the same

evaluation form.

Classify a Single Record
Classify Multiple Records
Classify a Single Record
To classify a single record

1. Select a record from the View List (see Figure 232).


Figure 232 Classify a record from the View List
2. Use one of the following actions to open the Classification dialog box.
Select Classify on the toolbar.
Right-click a recording, and then select Classify on the shortcut menu.
assignments for a single recording by selecting or clearing the associated
Classification check boxes (see Figure 233).
Figure 233 Classifications dialog box for recordings
Value
4. (Optional) You can edit the data value for some classifications by selecting the
data in the Value field and typing a new value. The new value overwrites the
existing assignment value for recordings that use that classification.
5. Select Save to apply the classifications and close the Classifications dialog
box. You return to the View List.


Classify Multiple Records
To classify multiple records

1. Select multiple records from the View List, and then use either of the following
actions (see Figure 232) to open the Classification dialog box (see Figure
233).
Select Classify on the toolbar.
Right-click one of the selected records, and then select Classify on the
shortcut menu.
assignments for multiple records by selecting the desired classifications (see
Figure 233).
NOTE You cannot remove classifications from multiple

records. You can only clear classifications only for a single
record at a time.
3. You can edit the data value for the classifications that use them by selecting
the data in the Value field, and then typing a new value.
The new value overwrites the existing assignment values for recordings that
use that classification.
4. Select Save to apply the classifications and close the Classifications dialog
box.
The workspace updates.

The autoclassification rules for logger recording systems can add classifications
automatically to recordings. This feature is useful for:
logging customers who want to obtain voice-only recordings for quality
assurance
users who want to automatically attach classifications to recordings after the
recordings are saved
You can use recordings classifications to:
search for recordings
archive the recordings


age the recordings

report on recordings
Prerequisites
Before you can work with autoclassification rules, you must
have a Web Access role with the correct permissions for the
task.
Allow the user to create Auto Classify jobs.
Allow the user to delete Auto Classify jobs.
Allow the user to update Auto Classify jobs.
Allow the user to view Auto Classify jobs.
As with all QWA features, permissions control a users ability to create, delete,
view, or update an item, or to use a specific feature. Before team members can
work with autoclassification, the proper permissions must be assigned to their
roles.
Team members whose updated role includes autoclassification must log out and
log back in for the role changes take effect.
Operation of Autoclassification Rules

After you define and publish an autoclassification rule, a SQL Server job runs
each night at 01:00 a.m. (01:00) that autoclassifies recordings based on the
parameters you set in the rules.
For this process to run, the SQL Agents must be active. The SQL job responsible
for autoclassification is called Web Access Auto ClassifyPlatform.
Define an Autoclassification Rule
To define an autoclassification rule

1. Open the Autoclassify view by selecting Recordings > Auto Classify.
2. In the work space, select New.
The rule definition wizard opens (see Figure 234).


Figure 234 General Information
3. Type a descriptive Name, and optionally type a Description to describe what

the rule does and what its purpose is.
4. In the Filter Criteria category, define which recordings to process.
Type a number or use the scroll buttons to dial in a number.
Select a choice from the drop-down menu: Percentage, Recordings,
Recordings per Agent. The percentage or number applies to the number
of recordings returned by the Filter result set.


For example, if the database has 1000 recordings and the filter returns
100 recordings, by setting the Percent to classify to 5, the
autoclassification rule applies to five percent of the recordings that return
(that is, five randomly selected recordings within the set of 100).
You can select a predefined filter by selecting one from the Filter
drop-down list.
IMPORTANT Since the autoclassification job runs each

night after midnight, it is important to define a rule that does
not select the same set of recordings each time it runs. This
is why you must select Transaction Period, Matches, and
Yesterday as the first filter criteria set. If you do not use this
filter criterion as the first entry, the system processes
recordings that may have already been processed, which
adds processing time to the job and can return undesired
results.
To edit the selected filer, select the Update (Pencil) icon.

To create a new filter select Add (+).
To remove the selected filter, select Remove (). In the Confirm Delete
message box, select OK (see Figure 235).
Figure 235 Confirm Deletion message box
Select or clear the Autoclassify all linked call segments matching

criteria check box. Since the records are selected randomly within the
filtered set, if a recording has a Follow On Transfer (FOT), it is classified
also.
5. To create a new filter for use with autoclassification, select Add (+) to open the
Add Filter dialog box. This is the same dialog box that you use to search for
recordings, archive and aging plans, and reports on recordings. See Create a
Recordings Filter on page 203.
Select a parameter, a comparison operator and a value.
(Optional) Add additional criterion sets connected with Boolean
operators.
Select Save.


6. In the Classifications category, select one or more existing classifications, or

select New Classification to add a new classification. See Define a Standard
Classification on page 496.
7. Select Save.
8. Select the Publish check box to activate this autoclassification rule.
9. Select Save again.




CHAPTER 18
Set up Schedules for

Archiving and Aging
To free space on drives, Qfiniti supports archiving and aging functions through
schedules.
Schedules use parametric filters and age to identify relevant files.
Archiving schedules remove files to another location for storage.
Aging schedules delete files. Files that are marked for aging no longer appear
in basic or dynamic views or in reports, but the records remain in the
database.
Qfiniti Module: Files Archiving Aging

Observe: recordings Yes Yes
Advise: evaluation scorecards -- Yes
Survey: surveys Yes Yes
Since many contact centers use both compliance recordings (call logging) and
quality assurance (QA) recordings, Qfiniti Observe supports archiving and aging.
These features help you to free hard disk space by moving old, infrequently-used
recordings to an external storage medium (archiving) and by deleting recordings
from the system (aging).
Qfiniti Survey supports archiving and aging of surveys in a similar way.


Chapter 18 Set up Schedules for Archiving and Aging
Aging schedules can also be used with evaluation scorecards in Qfiniti Advise.
You can use archive schedules and aging schedules together. As with other Qfiniti
schedules, archiving and aging schedules provide broad, scheduling flexibility to
allow you to run schedules immediately, hourly, weekly, monthly, or at regular
intervals after a specific number of days (for example, every 10 days).
NOTE HP recommends to archive (move) files before

aging (deleting) them.
The archiving and aging schedules facilitate database management by letting you
regularly manage recordings and surveys with specific, focused properties. You
can archive or age recordings and surveys according to:
classification
file type
age of the file
This flexibility lets you save only the recordings and surveys you want to keep in
your active recordings folder, archive rarely accessed recordings to offline
storage, and delete the ones that you no longer need to access.
CAUTION You cannot recover recordings or surveys that

an aging schedule deletes. Archive any recordings or
surveys that you want to keep before an aging schedule
deletes them.
An archive schedule moves any designated recording files from the current
shared folder to the archive folder. In the archive root folder, Web Access creates
subfolders, each with a designated archive size and a name with a sequence
number. When an archive subfolder reaches the designated archive size, Web
Access creates a new numbered subfolder and moves additional files to that
subfolder.
Archive schedules facilitate file management by creating unique subfolders for
each schedule that creates archives by a classification. For example, if you create
a Sales classification and a Service classification, you can create an archive
schedule for each classification. Web Access can archive all recordings classified
as Sales in one set of subfolders and all recordings classified as Service in
another. Then you can transfer these folders to separate archival media.


NOTE Files that are archived to tape must be restored to
the archive folder to be available for use.
You can transfer the recordings in subfolders to any long-term storage medium
used by your organization, including CD, DVD, tape, hard disk drive, or other
mappable, mass storage device.
Aging schedules permanently remove selected recordings, surveys, and
scorecards from a hard disk.
Prerequisites
Define your archiving and aging goals. Consider the number
and type of recordings you plan to archive.
Do you want to archive all recordings and surveys or do
you want to selectively archive a few files?
Do you want to archive some files and age others?
Know the capacity of your storage resources. Consider the

storage capacity of both your local recording drives and your
archive drives. The daily volume of recordings and surveys
performed by Web Access impacts your archiving and aging
schedules. You must create schedules that ensure that
available resources are available for continued recording.
The recording files folder and survey files folder must be

shared for Web Access to archive recordings. For
information about sharing folders, see the Microsoft
Windows documentation.
The Archive Manager component must be assigned to a

machine and must include a configured archive folder.
To archive or age recordings by classification, you must first

create at least one classification.
Grant security permissions to members who need to create,

delete, update or view archiving and aging schedules for
Web Access Observe and Survey (version 3.0 SP1). See
Permissions on page 621 for information on these two
modules.

How Aging Works


Archiving and Aging Guidelines

Use Archive Schedules
Limit Selected Records with Filters
Copy the Recordings to Archive Media
Play Archived Recordings
Use Aging Schedules
How Aging Works

This section provides technical details on the inner workings of archiving and
aging for those who want an understanding that goes deeper than the procedures.
Others may skip this section.
Aging for recordings, scorecards, and surveys is a two-step process to delete data
from Qfiniti.
The first step is to create an aging plan. When the plan is published, Qfiniti
searches the database for recordings, scorecards, or surveys that meet the filter
criteria and Minimum Days Aged parameters, and then it marks these database
records for deletion (status=0). After the records are marked for deletion, they
no longer appear in dynamic views, basic views, or in reportseven though they
remain in the database.
Aging plans for recordings run through the Observe Archive Manager software
component. Scheduling these plans is set in Recordings > Aging.
The Observe Archive Manager deletes the recording media files when the
Aging Plans runs.
Aging plans for evaluation scorecards are run by a SQL Agent called
Qfiniti Evaluation aging plans- qfiniti_platform. This SQL
agent runs at 12:10 a.m. (00:10) each morning. Therefore, there is no user
interface element to set to schedule this event.
Aging plans for surveys run through the Survey Archive Manager software
component. Scheduling these plans is set in Surveys > Aging.
The Survey Archive Manager may or may not delete the recording files based
on how the recording files were created:
If Survey recorded the call, the recording media files are deleted when the
survey aging plans runs.


How Aging Works
If Observe recorded the call, the survey aging plans do not delete the
Observe recordings, but they do delete the database records as deleted.
Observe aging plans delete recordings associated with surveys.
The second step in deleting data from Qfiniti actually deletes the database
records. This is done by a SQL Agent called:
Qfiniti Observe Optimization - Qfiniti_Platform for Observe
Qfiniti Advise Optimization - qfiniti_platform for Advise
Qfiniti Survey Weekly Remove Aged Completed Surveys -
Qfiniti_platform for Survey.
By default, these SQL Agents run each Sunday morning at:
12:17 a.m. (00:17) for Survey
3:00 a.m. (03:00) for Observe
4:00 a.m. (04:00) for Advise
The SQL Agents delete the Qfiniti database records (where status=0) when the
Retention setting exceeds the number of days the record has been marked for
deletion. The Retention setting is under:
Observe (recordings): Administer > Settings > Observe Settings >
Retention.
The field name is Number of days to keep transactions in the database
before deleting.
Advise (evaluation scorecards): Administer > Settings > Advise Settings >
Retention.
The field name is Number of days to keep scorecards in the database
before deleting.
Survey (surveys): Database records are deleted by the SQL agent.
If you do not want to keep deleted records past the following Sunday when they
were marked for deletion, set the Retention setting to 1. This deletes the records
from the database each Sunday morning.
The Retention setting for Observe and Advise are new features in Qfiniti 10. In
version 3.5, the database records that were marked for deletion were always
deleted each Sunday morning. In version 10 and later, users can extend that time
period through the number of days in the Retention setting. This allows
administrators to keep the SQL data in case they mistakenly delete recordings or
scorecards, and they need to recover the data.


NOTE This feature just saves the SQL records for some
period of time. Backups of the recording files is the
responsibility of the customer.
The Retention setting provides a buffer against deleting database records for
Observe and Advise.
If you need to recover a record during the retention period, before the record is
deleted, you can reset it to Status=1 in the database. If the record was archived,
then you can retrieve it from the archive.

While the options for archiving and aging schedules are very flexible, HP
recommends using the following guidelines to create your schedules.
Frequency. When you create archiving and aging schedules, consider how
frequently to run them. How frequently you archive or age recordings and
surveys can vary based on the following factors.
Your contact center has data management strategies that determine your
storage requirements, as well as the age and type of recordings and
surveys that can be deleted. If your contact center requires long-term
storage of recordings, your aging schedule can work with archive
schedules that allow long-term storage on various types of offline media.
Contact centers with high recording volume should archive and age
recordings and surveys frequently to free hard disk space. Contact centers
with low recording and survey volume may be able to archive and age
infrequently, but they should allow for possible short-term increases in
volume.
When you create archiving and aging schedules, consider your available
storage resources. Contact centers with little local hard disk space
allocated for recordings and surveys must archive and age frequently.
Contact centers with large local hard disk space for recordings can archive
and age infrequently, but they should avoid using too much space for
recordings before archiving or aging.
Contact centers that archive many recordings and surveys to offline media
may require less frequent aging. Contact centers that archive few calls
may require frequent aging.
Plan Duration. To use archiving and aging schedules most efficiently, create a
small number of schedules with long durations rather than many schedules


with short durations. This lets you age files consistently without constantly
monitoring your schedules.
Defragmentation. Utilization of disk defragmentation tools such as Diskeeper
are vital to a recording servers proper operation. Defragmentation should
either be configured as either:
continuous with smart scheduling that runs during periods of low disk
activity
scheduled to run daily when there is little disk activity
Archiving and Aging Times. Because archiving and aging do not require
member input, customers typically set archiving aging schedules to run at
night or other off-peak hours.
Targeted Archiving. To use archiving resources efficiently and improve
access to archived files, you target some specific recordings and surveys
rather than archiving all files. By determining which files to prioritize, you can
use fewer resources to store recordings. When you archive fewer files, Web
Access looks through fewer files to locate a specific recording or survey.
If your contact center does little archiving, you can create a classification
named Archive that can be applied to any files you want to archive. An archive
schedule can archive recordings with this classification. The remaining
recordings can be archived by another schedule or deleted.
You can select whether to include recordings attached to evaluations or
surveys.
Recording Plans. Archived recordings do not affect the recording count for
the recording schedule. For example, a recording schedule that triggered 50
recordings retains a record of all 50 recordings, even if 25 of those recordings
are archived.
Storage Capacity. If the archive folder runs out of storage space because too
many recordings have been archived locally without being deleted (through
aging), archiving stops. When archiving stops, recordings continue to
accumulate in the recordings folder. If the recordings folder also runs out of
space, all recording stops and Web Access shuts down. To prevent this
occurrence, you must delete archive subfolders that have been copied to
long-term storage media.
Mismatched Media. The physical storage media used by your organization
should match the archive medium type selected in the schedule. If the medium
selected in the schedule does not match the actual medium used, the copying
process can run inefficiently. For example, if you select CD (650 MB) as your
media type, but you actually copy the subfolders to a DVD (9625 MB), you
may have to copy multiple folders to a single DVD. If you select DVD, but
actually use a CD, you may have to divide the contents of the subfolder onto


several CDs. Your archive medium software could also experience problems
with such a mismatch.
Archive and Age Recordings by Classification
Archive and Age Recordings by File Type
Archive and Age Recordings and Surveys
Use Multiple Archive and Aging Schedules
Archive and Age Recordings by Classification

You can use recording plan classifications as a basis for archiving and aging
recordings and surveys. First, you must create a classification based on an
organization method you choose. For example, you can create classifications
based on products, services, customer names, or geographical regions. In
addition, with a system-defined classification you can create schedules that
archive or age recordings and surveys that have a specific classification applied to
them.
For example, you can create a To Archive classification and assign this
classification to any recordings and surveys you want to archive. As an
alternative, you can assign multiple classifications to a recording plan. When the
plan runs, the recordings it captures have the classifications attached.
An archive schedule can use a classification as a filter criterion to archive these
recordings. For example, a filter can contain Classification Name =
AgentROD as one of its criteria.
Any remaining recordings can be archived by another schedule or deleted by an
aging schedule.
Archive and Age Recordings by File Type

Based on a variety of recording schedules, Web Access can perform voice,
screen, or voice-and-screen recordings. You can create an archiving or aging
schedule for one or all of these recordings. For example, a contact center may
choose to archive all voice and screen recordings in one schedule. The remaining
recordings can be archived by another schedule or deleted.


Archive and Age Recordings and Surveys

Archiving by age moves all recording and surveys files older than a set age to the
archive folder. This lets you keep only newer files in the active recordings and
surveys folders. For example, your contact center may archive recordings older
than 60 days to DVD for eventual offline storage. Recordings aged less than 60
days old remain available for playback in the recordings folder.
NOTE Recordings that are currently selected for playback

cannot be archived or deleted.
Aging deletes all recording files older than a set age. For example, if you decide
not to retain any recordings that are more than six months old, you can create an
aging schedule to delete all recording files older than six months.
You can also create an archive schedule that works with your aging schedule to
determine which recordings are archived and which recordings are aged. For
example, if only some recordings need to be archived, you can create an archive
schedule that archives all of the recordings that you want to keep after 15 days.
You can then create an aging schedule that deletes all recordings that are older
than 16 days and have not been archived.
Use Multiple Archive and Aging Schedules

You can create one or more archive schedules to work with your aging schedule.
This lets you define which files to archive prior to deleting recordings you do not
need to retain for long-term storage. When you use archiving and aging schedules
together, it is usually preferable to run the archive schedule before the aging
schedule. Recall that aging schedules delete old files.
NOTE When you schedule archiving and aging schedules

to run consecutively, be sure to allow enough time for the
first schedule to complete before the second schedule
begins. Archiving a large amount of data can take
considerable time.
When you create both archiving and aging schedules, a recording that qualifies
for both schedules is affected by the schedule that runs first. For example,
suppose an archive schedule that archives according to classification A and an
aging schedule that ages according to classification B. The aging schedule runs
every Monday, and the archive schedule runs every Tuesday. In this scenario, if


there is a recording with both classification A and classification B applied to it, the
recording is aged (deleted) rather than archived because the aging schedule runs
before the archive schedule.
IMPORTANT To prevent data loss, ensure that the archive

schedule runs before the corresponding aging schedule.

Qfiniti Observe and Qfiniti Survey support user-created archive schedules.
Create an Archive Schedule
Start and Stop an Archive Schedule
Delete an Archive Schedule
View the Archive History
Create an Archive Schedule
To create an archive schedule

1. Select what to archive.
For Qfiniti Observe, select Archives under the Recordings tab.
For Qfiniti Survey, select Archives under the Surveys tab.
2. Select the system that you want to set up the archive schedule for.
The existing archive schedules for that system opens in the work space.
3. Select New.
The General Information category of the Archiving Detail opens (see Figure
236).


Figure 236 Archive Schedule (1)
In the Name box, type a unique name for the schedule.

In the Description box, type a brief description of the schedule.
4. Select the Attributes category.
From the Recording System list, select the system whose recordings
you want to archive.
NOTE The Archive To box shows the archive path set in

the system configuration. You cannot change it here.
In the Archive To list, select a path.

In the Use Audio Compression drop-down list, you can choose to
compress voice recordings using GSM.


NOTE The Compression option is available for both

Observe and Survey.
For Survey, this applies only to systems running in
Mode-3 (Stealth), where Survey is configured to record
the call.
From the Media Type list, select the archive media from the following
options. The selected option sets the size.
HD (Hard Disk)
DVD (Digital Versatile Disk, 9625 MB)
CDROM (Compact Disk, 650 MB)
Tape (Magnetic Tape)
NOTE The actual process of moving the archive to

Tap, CDROM, or DVD is a manual process using the
third-party Windows utility associated with the device.
In the Size box, type the size of the archive you want.
Size automatically shows a default archive size (represented in
megabytes) for the selected archive media type. For example, selecting
CD as the archive type shows a size of 650 MB. However, you can type
any numeric value in the range of 132,768. Then you can use archiving
software from a third-party vendor (such as a CD-burning program) to
copy the files to the archive medium.
In the Minimum Free Space box, type the minimum free space (in
megabytes) required on the archive media. You can enter a value from 1
32,768 (inclusive).
(EMC only) File Retention Period in Months and Years. This option is
only used when archiving to EMC, which requires a retention period for
recordings so they cannot be deleted prematurely.
(Optional, for Recordings only) Archive Voice and Age Screens. When
you select this option, any converted Windows media file (wmf) is deleted
when archiving the voice. Use this option with the Import system type,
where Qfiniti does not control the imported recordings.


5. Select the Filter Criteria category.

In the Minimum Days Aged box, type or select the minimum age at which
Web Access is to archive the recordings or surveys. For example, if you type
30, Web Access automatically archives any recordings or surveys that are
aged 30 days or older when the schedule runs.
From the Filter list box, select a filter to run against the schedule.
To add a new filter, see Add a Filter on page 530.
To edit an existing filter, see Modify a Filter on page 532.
(Optional) Select Include Recordings attached to Evaluations if necessary.
(Optional) Select Include Recordings attached to Surveys if necessary.
6. Select Filter Results to see how many records the filter affects, and then
close the message box.
7. Select the Scheduling category (see Figure 237).
Figure 237 Scheduling and History categories
8. From the Event occurs group, select when to run the archive schedule. You
can select from the following scheduling types.
Never. The schedule does not run. You cannot publish it.


NOTE To run, a schedule must have a This event

occurs of other than Never.
Once runs the schedule one time; either now or at a date and time you
specify.
NOTE For each schedule type except Never and Once,

use the Starting On and Ending On groups to define the
time period. The Once schedule requires a Starting On date
and time.
Date and time formats are controlled by regional settings.
Use mm, dd, yyyy, and hh, mm, ss within those formats.
Hourly runs the schedule every hour starting at the time you specify.
Daily runs the schedule every day at the Starting Time you specify.
Weekly runs the schedule every week on the Starting Day of the week and
the Time you specify.
Monthly runs the schedule every month on the Starting Date and Time
you specify.
Starting on (date and time)
Ending on (date and time)
9. Select the History category to view the usage of this schedule.
10. Select the Publish check box at the top of the dialog box.
The schedule is ready to run when its criteria in the Scheduling category are
met.
NOTE Remember that before you can run an archive

schedule, you must publish it: select the Publish check box
and select Save.
11. Select Save.

12. To see when an existing archive schedule has run, select History.


Start and Stop an Archive Schedule
NOTE You cannot start an aging or archiving plan from the

Web Access work space. Select its Publish check box, and
then select Save to start or stop the schedule.
When the archive schedule runs, Qfiniti Observe performs the following actions.
Creates a subfolder under the folder specified in Step 4 of the procedure,
Create an Archive Schedule on page 522. The subfolder uses the archive
name followed by Folder 1 (for example, MyPlan Folder 1).
Moves files from the current recordings folder to the subfolder.
When the subfolder reaches the maximum archive size, the archive name and
folder number appear under the Archive Folders page.
If more files need archiving, Web Access creates another subfolder comprised
of the schedule name followed by Folder 2, Folder 3, and so on, for each
group of files that are within the designated archive size.
Start an Archive Schedule

As the schedule is processing, its status updates with the values as the system
archive component publishes the job status values.
To start an archive schedule

1. From the Archives work space (see Figure 238), select the system on which
you want to start an archive schedule.
Each schedule for that system appears in the page.
Figure 238 Archives work space
2. Select the schedule that you want to run, and then select Open.
3. Select the Publish check box, and then select Save.
The schedule runs when the conditions in its Scheduling category are met.


Stop an Archive Schedule

You can easily stop an archive schedule from the View List of the Archives work
space.
To stop an archive schedule

select the schedule in the Archives work space you want to stop, and then
select Stop.
NOTE You can only stop a schedule that is currently

running.
Delete an Archive Schedule
NOTE You cannot stop an archiving or aging schedule that

is in progress.
To delete an archive schedule

1. From the Archives work space, select the system you want to delete the
schedule from.
The information related to that system opens in the View List.
2. From the View List, select the archive schedule you want to delete.
3. Select Delete.
Alternatively, you can select Delete from an open schedule.
The Confirm Delete message box opens to confirm your intention.
4. Select Yes to delete.
View the Archive History

You can see the execution history of the archive schedule under the History
category of an archive schedules detail.
To view the history of an archive schedule

Open the schedule and select the History category.
The History category shows the following information about the archive.
History Date


Start Time
Duration
Disk Usage displays the disk space used by the archiving plan.
Processed/Total shows the number of records.
Status
Trigger

You can use a filter with recording views, reporting, and archiving and aging
schedules to limit the number of recordings that Web Access selects. If you do not
use a filter, Web Access assumes that you want to select all recordings. Usually
you want to limit the number of recordings according to some criteria.
You can have up to 100 filters per archive plan.
NOTE Any created archiving or aging schedules appear as

Views in archive folders.

Add a Filter
Archive and Aging Schedules for Qfiniti Survey
Modify a Filter
Delete a Filter
Find Unknown Team Members with a Filter


Add a Filter
If you do not specify any filter criteria, when an archiving or aging schedule runs, it
selects all recordings. Usually you want to limit the number of recordings by using
a filter.
To add a new filter
NOTE This procedure applies to Web Access Observe and

Web Access Survey (3.0 SP1 and later).
1. For Web Access Observe, select Archives under the Recordings tab.
For Web Access Survey, select Archives under the Survey tab.
2. Select a system from the View List.
3. Open a schedule from the View List to see the schedule Details.
4. Select the Filter Criteria category (see Figure 239).
Figure 239 Filter Criteria
The Filter drop-down list for Web Access Survey contains the following
options.
No Filter selects all recordings.
Recording selects only the recordings associated with surveys.
Agent Recording only selects only the recordings associated with
surveys.
Survey and Recordings selects both surveys and their associated
recordings.
5. Select Filter Results to see how many recordings or surveys the filter affects.
6. Select Close on the message box.
7. Select Publish and Save.
The filter is ready to use.


Archive and Aging Schedules for Qfiniti Survey

The Survey archiving and aging processes are similar to those for Qfiniti Observe
with a few exceptions.
First, disregard the section on Archive Folders. Qfiniti Observe uses archive
folders to update the database after the records have been fully archived and to
re-archive records that have been archived.
Qfiniti Survey handles the process differently. In Survey, a separate weekly
database job runs to finalize the process (see Figure 240). If records have been
archived to CD, DVD, or tape, you need to manually delete the records in the
archive folders, and the weekly database job updates the status on the
appropriate records (see Figure 240).
Figure 240 Weekly Database Job
'Web Access Survey Weekly Remove Aged Completed Surveys - _Platform'
Schedule: Sunday at 12:17 AM
Survey has an Aging page (see Figure 241).

Figure 241 Surveys Aging page
Another difference is that the filter in Qfiniti Survey is based on the number of days
aged and whether the plan is to archive or age:
only the recording made between the caller and team member, or
the entire Survey, which includes the team member recording, all voice
comments made with the survey, and the Survey record itself (which also
removes it from the View list).
When you define aging plans for Survey, you can specify the type of recordings to
age.
Agent Recording. Only delete the voice recording (agent and caller)
Survey Comment. Only delete the voice message
Survey and Comments. Delete the voice recording and voice message
Deleted Surveys only. Delete the recordings for any deleted surveys


The View List and Categories of Detail work like those of the archive schedules.
Related Topics
Create an Archive Schedule on page 522
Delete an Archive Schedule on page 528

View the Archive History on page 528
Modify a Filter
To modify a filter
1. From the Filter Criteria category, select the filter to edit (see Figure 239 on
page 530).
2. Select the Pencil to edit the selected filter.
The Dynamic View dialog box opens (see Figure 240 on page 531).
3. Change the filter by adding or deleting criteria as needed.
NOTE To delete a filter, select Delete while editing it.
4. Select Publish and Save.

The filter is ready to use.
Delete a Filter
To delete a filter
1. From the Filter Criteria category, select the filter you want to edit (see Figure
239 on page 530).
2. Select Delete () to delete the selected filter.
The Delete Confirmation message box opens to confirm your intention.
3. Select Yes to delete the filter, or select No to keep it.


Find Unknown Team Members with a Filter
To search for unknown team members with a filter

1. Create (or open) an archive schedule or aging schedule.
2. Create a new filter with Member First Name = Unknown, and then select the
Filter Criteria category. (See Add a Filter on page 530 for the procedure.)
3. Select Save.

After Web Access archives files to the designated location, you can copy the files
to the archive medium, such as CD, DVD, tape, or another mass storage device
(such as a hard disk) by using the media vendors software. Refer to the vendors
documentation for details.
To copy the files to the archive medium (for example, a CD)

1. Copy the archive folders from the archive path to the archive medium using
the third-party vendors software.
Be sure the volume name is the same as the archive name (for example,
MyPlan Folder 1).
NOTE If you archive to CD or DVD, delete the archive

folder only after the backup media has been validated and
you have updated the path.
If you archive to tape, keep the archive folder in case you
want to play archived recordings. Files copied to tape must
be restored to the archive folder to allow playback.
2. In the archive folders, select the folders you copied, and then select Update
Archive Status.
3. Select Update Folder Location.


Play Archived Recordings

You can play archived recording files from the Archive Root Folder on your hard
disk or from externally-stored archive media. Depending on the archive medium,
you may have to take steps (such as mounting a DVD drive) in addition to the
following steps to play archived recordings. To be able to play archived
recordings, Web Access must be able to access the media.
NOTE When playing archived recordings, you cannot

create new audio (voice) or screen annotations because
those processes create new files that cannot be stored on
archive media directly.
On the Recordings page under the Recordings tab, Web Access tracks the
actual location of each recording in the All Recording Files view. You play
archived recordings from the hard disk, CD, or DVD by selecting the recording
and selecting Play.
Play an Archived Recording from an Online Source

For Web Access to find the recordings, they must be on a Universal Naming
Convention (UNC) shared medium and the media must be online.
To play an archived recording from an online source

select the recording and select Play on the Media Player.
Play an Archived Recording from a Tape Backup
To play recordings that were archived to tape

1. You must copy the recording files to the archive folder from which it was
copied to tape.
After you copy the files to the archive folder, you can play the recordings in the
usual way.
2. Select the recording, and then select Play on the Media Player.


Use Aging Schedules
Use Aging Schedules

Aging schedules only delete recordings, evaluations, and surveys. If you want to
keep any of these records, run an archive schedule (for recordings or surveys)
with a filter that captures the desired records before you run an aging schedule.
Before you can use an aging schedule, you must create and publish it.
Create an Aging Schedule
Publish an Aging Schedule
Start an Aging Schedule
Stop an Aging Schedule
Delete an Aging Schedule
View the Aging History
Create an Aging Schedule

You can apply schedules to Observe (recording), Advise (evaluation scorecards),
and Survey (surveys).
To create an aging schedule

1. Select the type of aging schedule to apply.
For Qfiniti Observe, select Aging under the Recordings tab.
For Qfiniti Advise, select Aging under the Evaluations tab.
For Qfiniti Survey, select Aging under the Survey tab.
2. From the Aging work space, select the system that you want to set up an
aging schedule for.
The existing aging schedules for that system appear in the work space.
3. Select New to open the General Information category of the Aging Detail
(see Figure 242).


Figure 242 Aging Schedule details (1)
4. In the Name box, type a unique name for the aging schedule.
5. In the Description box, type a brief description of the schedule.
6. Select the Attributes category, and then select the recording system to use.
7. Select the Filter Criteria category.
In the Minimum Days Aged box, type the minimum number of days at
which Web Access is to delete records.
For example, if you enter 30, Web Access deletes any records that are
aged 30 days old or older when the schedule runs.
From the Filter list, select a filter to run with the schedule.
The options vary depending on whether you are using Web Access
Observe or Survey. For instructions on adding a new filter, see the
procedure, Add a Filter on page 530. To edit an existing filter, the
procedure, Modify a Filter on page 532.
NOTE If you do not specify any filter criteria, when an

archiving or aging schedule runs, it selects all recordings.


Use Aging Schedules
Select any of the appropriate options:

Include Recordings attached to Evaluations
Include Recordings attached to Surveys
Preserve Voice Age Screens This option only ages (deletes) the screen
portion of a voice-and-screen recording. It preserves the voice portion of
the recording.
8. Select Filter Results to see how many records the filter affects.
9. Select the Scheduling category (see Figure 243).
Figure 243 Aging Schedule details (2)
10. From the This event occurs group, select when to run the archive schedule.
You can select from the following scheduling options.
NOTE You must set up a schedule to run at least one time

before you can publish it.
Never. The schedule does not run.


Once runs the schedule one time: either immediately or upon the date and
time scheduled below.
Hourly runs the schedule every hour starting at the specified time.
Daily runs the schedule every day at the specified time.
Weekly runs the schedule every week on the specified day of the week at
the specified time.
Monthly runs the schedule every month on the corresponding date at the
specified time.

formats.
Every schedule frequency except Never and Once (with the Now option), uses
the Starting On and Ending On groups to define the time period. The Once
schedule (with the On the time and date specified below option) requires just a
Starting On Date and Time.
NOTE Remember that you must publish an aging schedule

to have it run. See the procedure, To publish an aging
schedule.
11. Select the History category to see when the schedule ran and the status.
Selecting this option is only appropriate after the schedule runs.
12. Select Save.
Publish an Aging Schedule

Schedules must be in the Published state to run.
To publish an aging schedule

1. Select Aging under the Recordings tab, Evaluations tab, or the Survey tab.
2. Select a system in the View List.
3. Select a schedule in the work space, and then select Open.
4. Select the Schedule category and ensure that you set This event occurs to a
frequency other than Never.
The Publish check box becomes available.
5. Select the Publish check box.


Use Aging Schedules
The schedule runs when its criteria are met.
Start an Aging Schedule

Schedules must be in the Published state to run.
To start an aging schedule
NOTE You cannot start an aging or archiving plan from the

Web Access work space. Select its Publish check box to
start or stop the schedule.
1. From the Aging work space, select the system that contains the aging
schedule you want to start.
The schedules for the system appear in the View List tab (see Figure 241 on
page 531).
2. To start a schedule, select the schedule you want to start and ensure that Yes
is in the Published column.
If No is in the Published column, follow the procedure, To publish an aging
schedule on page 538.
Stop an Aging Schedule
To stop an aging schedule

select the schedule you want to stop from the View List of the Aging work
space and select Stop.
NOTE You can only stop a schedule when it is running.
Delete an Aging Schedule
NOTE You cannot delete an archiving or aging plan that is

in progress. Stop an aging schedule from running if you want
to delete it.


To delete an aging schedule

1. From the Aging work space, select the system that contains the schedule
you want to delete.
The information related to that system opens in the View List.
2. From the View List, select the aging schedule you want to delete.
3. Select Delete.
The Confirm Delete message box opens.
4. Select Yes.
View the Aging History

You can see the execution history of an aging schedule under the History
category of an aging schedules Detail view.
The History category shows the following information.
Start Time
Durations
Disk Usage displays the disk space freed during the aging schedule. The
negative amount means the disk space is gained.
Processed/Total number of recordings.
Status
Trigger
Related Topics
Archive Folder Relocation in the Maintenance chapter of the Qfiniti
Administration Guide.


CHAPTER 19

Qfiniti Observe and Qfiniti Survey create archive folders as a result of running an
archive schedule. When the schedule runs, the files that are specified in the
schedules filter move from the current shared folder to the archive folder.
Web Access assigns an archive size and a sequentially numbered name to
archive folders.
Only authorized members can view or update the transaction archive folder
information.
Prerequisites
To be authorized to work with the archive folders for Qfiniti
Observe, members must have one or more of the following
permissions.
Allow the user to view archive folders.
Allow the user to update archive folder status.
Allow the user to update archive folder path.
Allow the user to delete existing archive folders.


Chapter 19 Manage the Archive Folders
To be authorized to work with the archive folders for Qfiniti
Survey, members must have one or more of the following
permissions.
Allow the user to create Survey archive schedules.
Allow the user to delete Survey archive schedules.
Allow the user to update Survey archive schedules.
Allow the user to view Survey archive schedules.

Relocate an Archive
Toolbar Buttons
Shortcut Menu

The procedure to manage archive folders applies to recordings.
To manage archive folders

1. Choose Archive Folders under the Recordings tab (see Figure 244).
Figure 244 Archive Folders work space
2. Select the View that you want to see. Its contents appear in the work space.
An All Observe Archive Folders View is a view of all archive schedule
folders.


Relocate an Archive
An Archive Schedule view shows the folders that are unique to a plan.
Web Access creates the views as the archive schedules are created.
The View List page contains the following columns.

Folder
Plan Name of the schedule
Last Modified On
Folder Size (in MB)
% Full
Folder Location
Media type CD, DVD, HD (hard disk drive), Tape
Archive Status:
In Progress means the archive folder is being filled.
Awaiting Update means the last recording is in the folder. This status
also occurs when you select Update Archive Status.
Moved To Archive means the folder has been moved to the archive
medium.
Inactive means the folder is no longer accessible. Its files are deleted
when the next aging schedule runs.
Relocate an Archive
With the archive relocation feature for Observe and Survey, the administrator can
move an archive with a status of Awaiting Update or In Progress to any location
on the network to free space on the primary archive device or to move files to an
alternate archive medium.
After archiving a set of recordings with an archiving plan, the actual archive can
be moved by selecting Update Folder Location.
When the folder reaches its maximum defined size, the status is Awaiting Update.
To fit the maximum number of files on the archive medium, wait until the status
reaches Awaiting Update before moving the folder.
To relocate an archive
1. Select a folder location in the work space, and then select Update Folder
Location (see Figure 245).


Figure 245 Update Folder Location
2. In the Update Archive Folder Location dialog box (see Figure 246), you can
type the path in the Folder Location text box.
Figure 246 Update Archive Folder Location dialog box
3. Select Update to complete the move.

4. You can repeat this procedure if necessary.
5. After moving the folders, update the archive status (on the Archive page) to
Moved to Archive by selecting Update Archive Status.
6. When the folder status is Moved to Archive, you can update the folder
location. You update the folder location by selecting Update Folder Location
and browsing to (or typing) the location where you moved the archive folder.
Toolbar Buttons
The following toolbar buttons are available when you select the View List page
within the Archive Folder.
Quick Find reduces the list to the archive folders that contain the text that you
type in the text box.
Delete is only available if the selected archive folders have a status of Moved
to Archive.
When you select Delete, the status of the archive folder becomes Inactive.
The archive files associated with the selected archived folders are set to a
status of Pre-delete and eventually to Inactive as an aging schedule runs and
deletes the recording files.


Shortcut Menu
Shortcut Menu
The shortcut menu commands are available when you right-click an archive folder
in the View list. The choices are the same as the toolbar buttons, with the
exception of Quick Find.
Update Folder Location
Delete
Copy to Clipboard




CHAPTER 20
Schedule and View Reports

The Reports module provides reports for all essential elements of a quality
management program. Web Access provides many standard reports within
groups, or folders, each of which contains several associated reports.
This chapter discusses working with reports in Web Access. The major sections of
this chapter are:
Undefined Windows Login ID
Report Snapshots
Report Schedules
Scorecard Reports
Standard Reports
Undefined Windows Login ID

You must log in with valid credentials to use the Web Access reports. They are not
available if a team member uses Web Access authentication and lacks a defined
Windows login ID alias that matches the current Windows users login ID.
For example, John Smith logs into Windows using the login name of JSmith, then
he logs in to Web Access using his Web Access authentication. Web Access does
not have JSmith defined as a Windows login ID alias in his team member
definition. Without this alias, John cannot use the reports in Web Access.


Chapter 20 Schedule and View Reports
To enable the use of the Reports module, you must have a Windows login alias in
your team member definition that matches the current Windows login or log in to
Web Access as a member with a matching Windows login.
Report Snapshots
Use Report Snapshots
Report Filters
Use Report Snapshots

A report that is produced upon demand is called a report snapshot.

on page 252.
To view the list of report snapshots

select Report Snapshots on the Reports tab, and then select any of the
Reports branches in the left panel (see Figure 247)
Figure 247 Report Snapshots tab
Bread-crumb trail


Report Snapshots
NOTE The bread-crumb trail between the tabs and the

Reports list shows the path you have taken to the current
screen.
To create a report snapshot

1. Select Reports > Report Snapshots.
2. Select a category in the Reports panel, and then select New.
The New Snapshot Report window opens (see Figure 248).
Figure 248 New Report Snapshot detail
3. Select the type of report, and then select one or more filters.
The Report drop-down list contains the names of all standard reports
available in Qfiniti for your role. Refer to the Reports chapter in the HP
Qfiniti 10 User Guide for the complete list and a description of each
standard report.
Filters. See Report Filters on page 550 for a discussion of using filters to
generate reports.
4. Select either:
Save
Report runs the report.
5. Close the report window by selecting Exit (X).
To open a snapshot report

1. Select a report in the Reports list.
2. Select a report in the Snapshots Reports work area.
3. Select Open.


The Snapshot Report window opens.

4. (Optional) Make any changes as desired.
5. Select Report to run the report.
The results of the snapshot report open.
To view a snapshot report

1. Select a report in the Reports list.
2. Select a report in the Snapshots Reports work area.
3. Select Report.
The results of the snapshot open.
To delete a report snapshot

1. Select the snapshot in the View list.
2. Select Delete.
3. Select Yes to delete, or select No to cancel.
Report Filters
Report filters contain criteria to screen out unwanted data and focus reports on
specific data. The ability to filter data creates efficient reports. Filters let you
customize and focus snapshot and subscription reports for greater impact than
unfiltered reports. You can save the filters and reuse them for a range of reports.
Add a Report Filter
Edit a Report Filter
Delete a Report Filter
All these procedures start from the New Report Snapshot detail (see Figure 248
on page 549).
Add a Report Filter

A report filter contains one or more sets of parametric criteria.
To add a report filter

1. From the Report Snapshots detail work space, select New.
The Report Snapshot detail window opens (see Figure 248).


Report Snapshots
2. Add a report filter by selecting Add (+).

The Report Snapshot Filter Criteria dialog box opens (see Figure 249).
Figure 249 Report Snapshot Filter Criteria dialog box
3. Type a View Name in the text box.

4. Select from the two drop-down lists (Filter and Comparison Operator), and
then type a value in the right-most column.
NOTE Only the filters that apply to the selected report appear
in the Filters drop-down list.
5. (Optional) To add more criteria to the filter so that you obtain fewer records,
select Add (+), and then repeat Step 4 to add additional criteria.
Also select a Boolean operator (AND, OR, either with or without the
parentheses as nesting delimiters).
6. Select Save (in the upper-left corner).
The Report Snapshot Filter Criteria dialog box closes and you return to the
Report Snapshot window.
7. Select Save to save the report snapshot.
Edit a Report Filter
To edit a filter
1. From the Report Snapshots detail work space, select Open.
The Report Snapshot detail opens (see Figure 248 on page 549).
2. Select a Filter, and then select Edit (Pencil).
The Report Snapshot Filter Criteria dialog box opens (see Figure 249).
3. Make changes as needed to the View Name in the text box and to the two
drop-down lists as needed.
Change the value in the right-most column as needed.


NOTE Only the filters that apply to the selected report appear
in the Filters drop-down list.
4. To add more criteria, see Step 4 in To add a report filter on page 550.
5. Select Save (in the upper-left corner).
The Report Snapshot detail closes and you return to the Report Snapshot
Window.
6. Select Save to save the report snapshot.
Delete a Report Filter

Before you delete a report filter, verify that you do not need the filter in the future.
Remember that report filters may possibly be used in more than one report.
To delete a report filter

1. Select Reports > Snapshots.
2. Select a report Type from the Reports panel.
3. Select a saved report from the workspace.
4. Select Open (see Figure 248 on page 549).
5. Select Filter from the drop-down list.
6. Select Remove [].
7. Select Save.
The Report Snapshot Filter Criteria dialog box closes, and you return to the
Report Snapshot Window.


Report Schedules
Report Schedules
You can use report schedules in Qfiniti Web Access to generate reports based on
data within a time frame and then send the reports by e-mail message or store
them as files. All of the snapshot reports can have one or more schedules.
Prerequisites
To read (view), create, update, or delete a schedule for specific reports, you must
have a role that includes the permission, Allow the user to manage report
schedules for each report you require.
To receive a report by e-mail you must have a valid address on a working e-mail
system.
To access a report as a file,

you must know the path to the file and the file name
the path for file storage must have file sharing enabled
you may need the appropriate login credentials (user ID and password) if they are
required.
You can sort the view by selecting a column heading. Select the heading again to
reverse the sort order.
Create or Modify a Report Schedule
Delete a Report Schedule
Create or Modify a Report Schedule
To create or modify a report schedule

1. Select Report Schedules on the Reports tab (see Figure 250).


Figure 250 Report Schedules
2. Open the node, select a report in the Reports list, and then select New.
To modify a report schedule, select Open with a report selected.
The Report Schedules window opens (see Figure 251).
NOTE The only report names that appear in the list are the
ones your role has permission to access.
Figure 251 General Information & Destination
3. In the General Information group, select a standard Report title from the
drop-down list, and then select a Format from the following options in the
drop-down list.
Microsoft Excel (XLS)
XML file with report data
CSV (comma delimited)
TIFF file


Report Schedules
Acrobat (PDF) file

Web Page (HTML)
4. In the Destination group, select either E-mail or File Share.
E-mail. Complete the following options.
(Required) Type an E-mail Address in the text box. If the address is
incorrect or unavailable, a status message indicates the error upon
generation of the report.
(Optional) Type a Subject in the text box.
Priority. Select either Normal (default selection) or High.
File Share. Complete the following options.
Type a File Name in the text box. As an option, you can select the
select box to Add the file extension when the file is created. This
option creates the appropriate file extension based on your choice of
file type in Step 3.
Type the UNC Path to the file in the format.
\\server\shared_folder
User name. If login credentials are required to access the path, type
the user ID here in the following format.
domain\account
Password. If login credentials are required to access the path, type
the password here. The characters are masked upon data entry.
Overwrite Options. Select one of the following options to use when
the process encounters a file with the same name.
Overwrite an existing file with a newer version.
Do not overwrite the file if a previous version exists. If a file attempts
to overwrite the existing file, the status displays, A file named
file_name already exists in the destination folder. To continue, do one
of the following: Remove the existing file; Specify a different name; or
Set overwrite options to allow replacement of the existing file with a
new version.
Select the last option if you want to keep the existing file name.
Administrators can select this option to control space by delegating the
responsibility to supervisors to remove the file from the shared folder.
Increment file names as newer versions are selected. This option
appends a number to the end of the file name; the number increases
every time QWA writes the file.


5. In the Filters group, apply filters as described in Report Filters on page 550;
also see Figure 252.
Figure 252 Filters & Report SchedulingOnce
6. In the Scheduling group, select how often to run the schedule. Also select
Dates and Times for Starting on: and Ending on:
Never. The Starting and Ending times are not available for selection. You
can select the Never option to make a report schedule unavailable.
Once. Only the Starting on: date and time are required (see Figure 252).
NOTE The remaining scheduling options require

Starting on: and Ending on: dates and times.
NOTE Reports cannot run if the Starting on: time is in the

past. After you type or select all required options, set the
Starting on: time at least a minute in the future.
Save is accepted even if the start time has expired. There is no warning.
Hourly. Select a number of Hours and Minutes for the report to generate
(see Figure 253). The report starts its first run at the next available time
slot.
The Starting On date and time are current; you can set an Ending On:
Date. The Ending On: time is 11:59 p.m. (23:59) for Hourly operation.


Report Schedules
Figure 253 Report SchedulingHourly
Daily. Select one of the options (see Figure 254).

On Following Day. Select the days of the week to run the schedule.
You can select one or more days with this option.
On Every Weekday. The schedule runs daily, Monday through Friday.
Repeat after number of days. Select a number of days.
Figure 254 Report SchedulingDaily
Weekly. Select the days you want the schedule to run, and then select a
number for the number of weeks to repeat the report (see Figure 255).


Figure 255 Report SchedulingWeekly
Monthly. Select the Months that you want the schedule to run and one of
the following options (see Figure 256).
On (which) Week of the Month (first through last) and on which Days
of that week.
On calendar days. Type the number one or more calendar days.
Separate individual dates by commas; use a dash (hyphen) to specify
a range of dates. For example, 1, 3, 510.
Figure 256 Report SchedulingMonthly
7. When you finish entering all the required selections, ensure that the Starting
on: time is at least one minute in the future, and then select Save and the
report schedule is ready to run.
8. Select Save.


Scorecard Reports
The report schedule is ready to run.

Any error messages appear at the top of the dialog box. Make the corrections,
and then select Save.
NOTE Unlike the schedules for recording, archiving,

and aging, the report schedules do not need to be
published to run.
To make a report schedule inactive, set This event
occurs to Never an save the schedule.
Delete a Report Schedule
To delete a report schedule

1. Select the Report Schedules heading (see Report Schedules on page 554).
2. Select a report in the Reports list, and then select Delete.
Alternatively, you can delete a report schedule by selecting Delete from inside
the open Report Schedules window.
Scorecard Reports
A scorecard report contains the results of a single scorecard.
While you cannot edit or delete a scorecard report, you can:
Open a Scorecard Report to view the results of a scorecard in Qfiniti Web
Access
Print a Scorecard Report
Export a Scorecard Report
See a discussion of related reports in Reports from Advise on page 567.
Open a Scorecard Report
To open a scorecard report for viewing or export

1. Select Scorecards on the Evaluation tab, and then select a view from the
Views list.
The work space contains a list of the selected scorecards.


2. (Optional) Sort the list by selecting on any of the column heading labels.
3. Select a scorecard, and then select Report (or right-click, and then select
Report).
You may be required to log in.
The scorecard report opens (see Figure 257).
Figure 257 Scorecard Report
Export Print
Refresh
You can select options in the report header to:

move from page to page; move to beginning or end of report
magnify or reduce the image (view percent)
find text
Export the report to:
XML file with data report
CSV (comma delimited)
PDF


Scorecard Reports
MHTML (web archive)

Excel document
TIFF image
Word document
Refresh is not used on this report
Print the report to your default printer
Export to Data Feed is not used on this report
NOTE Depending on your selection of action, you may

have a choice to save or view the file, open the folder
where it is saved, or cancel the action.
4. Close the browser window by selecting the X in the upper-right corner.
Print a Scorecard Report

You can print a scorecard report from an open scorecard report.
To print a scorecard report

1. Open a scorecard report (see Open a Scorecard Report on page 559).
2. On the Scorecard Detail page, press CTRL+P, select the printer, and then
select Print.
The report prints.
Export a Scorecard Report

You can export a scorecard report to a Microsoft Excel file or an Adobe Acrobat
PDF file.
To export a scorecard report to Microsoft Excel or Adobe Acrobat PDF file

1. Open the scorecard report from the scorecard by select Report.
Alternatively, select a scorecard in the Scorecards view list, and then select
Report.
The scorecard report opens (see Figure 257 on page 560).
2. Select Report.
3. Select a format from the Export drop-down list, and then select the Export
label.


The scorecard report is exported.
To open the saved report, you must have either:

Microsoft Excel or the Excel Viewer1 for XLS files
Adobe Acrobat or Acrobat Reader2 for PDF files
Standard Reports
In this section, the standard reports are organized in alphabetic order by module
and category. Samples of the reports are too large to include here.
The average used in reports is the arithmetic mean.
Where,
Bar x (mean) equals the sum of the values (x) obtained by the filter, divided by
the number of values (N) (see Figure 258).
Figure 258 Formula for arithmetic mean
x
x = ----------
N
Prerequisites
To manage snapshots or subscriptions any of the reports,
your role must have the corresponding permissions granted
by the Web Access Administrator. See Permissions on
page 621.
Drill-down reports are available on some reports. For example, you can select the
evaluations title, the evaluation scorecard opens to show all questions and
answers in the evaluation template.
Reports with sub at the end of sub-report names are the other sub reports in the
scorecard.
Reports from QWA
System Settings
1. A free Excel viewer is available from www.Microsoft.com.

2. A free PDF viewer is available from www.Adobe.com.


Standard Reports
Team Members
Classifications
Roles
Audits
Reports from Expert/Learning
Assignments
Publish
Reports from Survey
Survey Templates
Survey Calls
Completed Surveys
Reports from Qfiniti Analytics (Explore)
Explore Calls
Reports from Advise (evaluations)
Evaluation Templates
Performance Areas
Web Surveys Completed
Reports from Observe
Recording Files
Reports from QWA

Web Access includes the following standard reports in the Report Snapshots work
space.
System Settings
System Settings provides information defined for various areas of the
system.


Team Members
A Team filter is included in the Team Member Reports.
Team Assignment Summary provides a complete list of all the defined
teams, including a count of the team members who are assigned to each
team. You can drill down to see the team members associated with each
team. Like the Team Member Summary report, this reports scope includes the
hierarchical level of the role that requests the report.
Team Member Summary provides a complete list of the team members
defined in Web Access to the role of readers with the highest level of access.
It includes the team members' full name and details about them (such as
aliases) upon drill-down. The report is available to any role with the
appropriate privileges. The scope of the list of team members depends on the
hierarchical level of your role in Web Access.
Team Members without Evaluations provides a list of the team members in
the Web Access system who do not have any associated evaluations. It is a
tool to help supervisors, managers, and coaches find any team members who
are not being evaluated.
Classifications
Classification Summary gives the details of each classification (for
Evaluations, Team Members, Recordings, and Survey) and the count of how
many times each classification has been attached. The drill-down report has
details for each classification (types: evaluation, member, recording, and
survey), the name, the type of classification, and the input mask.
Classifications are filtered by the Classification Selector (see Define a
Classification on page 493).
Roles
Permissions shows the detail of the permissions assigned to each role
defined in the system. Administrators and managers with the appropriate
permissions can see the permissions assigned to each role (such as: read,
create, delete, and update) for various features.
Audits
Refer to the HP Qfiniti 10 Administration Guide for information on making the audit
reports available (in chapters Monitor the System and Set up the Audit
Reports). By default, they do not appear in Web Access; they are only available
from the SQL Reporting Services (SRS).
Audit Configuration provides a list of changes made to the system
configuration, who made them, and when.


Standard Reports
Audit Evaluations provides a list of changes to evaluations, who made them,

and when.
Audit Recordings provides a list of changes to recordings, who made them,
and when. It includes the date of the recording and the team member
associated with the recording.
Audit Teams provides a list of changes to team members and teams, as well
as who made them and when. It includes the user ID.
Reports from Expert/Learning

Expert (Learning) has the following reports about course assignments and
publication status.
Assignments
Expert Assignments by Team shows detailed information about the course
assignments given to each team in Expert. You can use this report to provide
information to training and development departments to ensure that training
content has been viewed by all team members.
Expert Assignments by Team Member shows detailed information about the
assignments given to each team member (by alias) in Expert. You can use this
report to provide information to a supervisor or training staff to ensure that
training content has been viewed by team members.
Expert Team Member Transcript shows detailed information about courses a
team member was assigned, including completion status, progress, and
score.
Publish
Expert Courses provides detailed information about the courses that are
available for assignment (published) in Expert: course name, location, date
created, number of existing assignments, content version, published status,
expiration date, and SCORM conformance level if applicable.
Reports from Survey

Survey includes the following reports.
Completed Surveys
Survey Detail shows raw scores and average for each question on a survey.
Survey Summary provides a summary of responses by survey. The report
lists the name of the survey, the questions for the survey, and the number of


responses by question type. You can get a quick view of the number of
surveys taken and the responses for the associated questions.
Survey Team Detail shows raw scores and average for each question on
surveys taken by a team.
Survey Team Member Detail shows raw scores and average for each
question on a survey taken by a team member. Contains a drill-down link to
the Evaluation Scorecard report.
Survey Team Member Summary provides a summary of responses by
survey for a specific Team Member. The report lists the name of the survey, a
list of questions for the survey, and the number of responses by question type.
You can get a quick view of the number of surveys taken for a specific Team
Member and the responses for the associated questions.
Survey Team Summary provides a summary of responses by survey for a
specific Team. The report lists the name of the survey, a list of questions for
the survey, and the number of responses by question type. You can get a
quick view of the number of surveys taken for a specific Team and the
responses for the associated questions.
Survey Trigger Summary provides a list of each trigger type in the Survey
system. The report includes the name of the survey, the question, and the
associated trigger response for each question. With this report, you can
examine the number of times a trigger was fulfilled in the Survey system.
Survey Calls
Survey Call Detail provides a list of each attempted survey, including the time
and date stamp with each attempted survey. The report includes relevant
information such as status, member name and ID, trigger, trigger type, and
mode. With this report, you can examine line-item specific statistical detail for
each survey in the system.
Survey Call Summary provides a summary of the call activity in the Survey
system by activity type. This report includes the amount of time (in seconds)
spent in each activity and a set of averages for the time spent in each activity.
With this report, you can examine the activity in the Survey system at a high
level.
Survey Templates
Survey Definition provides the complete definition of a survey. The report
includes the name of the survey, the sections of the survey, the prompt
numbers, and the question and answer types, and question text.


Standard Reports
Related Topics
Web Surveys Completed on page 571
Reports from Qfiniti Analytics (Explore)

Along with playback, trending, and clustering, you can analyze results from Qfiniti
Explore (Analytics) in the Reports area of Qfiniti. The reports give detailed
information for defined smart views, global views, and script adherence plans in
Analytics. You can use them in the Snapshot and Scheduled formats. Analytics
includes the following standard reports.
Explore Calls
Call Ingestion vs. Collection shows statistics of recordings that are queued
for transcription and ingestion (collected calls) into Explore for processing
against the recordings that have already been ingested and transcribed.
Explore Call Processing per Day shows the number of calls and team
members and average duration, by date, for transcription processes.
Reports from Advise

Advise includes the following reports related to evaluation templates, performance
areas, evaluation scorecards, and completed web surveys.
Answer Label Detail shows each question answered in the scorecards
obtained through the filter criteria or the specified questions. It displays the
answers to all of the questions by a team member. You can filter the report to
show one or more questions or answers.
Answer Label Summary shows each question answered in the scorecards
obtained through the filter criteria or the specified question or questions. It
displays the total questions answered and the average score for all of the
questions by team.
Auto Fail lists evaluation titles that contain an auto-fail question. Select an
evaluation title to open the evaluation scorecard with all questions and
answers.
Average Quality by Evaluator provides a summary of information on
completed evaluations for each team member evaluated by the evaluator. It
includes the evaluators average score (mean) or weighted average (in the
database), and a count of evaluations for the selected date range. You can
drill down to see detailed information about each of the included evaluations:


Select a title to open the evaluation scorecard with all questions and answers.
The average is of all of the possible points and given points.
Average Quality by Evaluator with Recordings provides a summary of
information on completed evaluations for each team member evaluated by the
evaluator. It includes the evaluators average score (in the database) and a
count of evaluations for the selected date range. You can drill down to see
detailed information about each of the included evaluations and attached
recordings: Select a title to open the scorecard with all questions and answers
or attached recording. The average is of all of the possible points and given
points.
Average Quality by Team provides a summary of information on the
completed evaluations for each team. It includes the average score (mean) or
weighted average, and a count of evaluations for the selected date range. You
can drill down to see detailed information about each team member and the
included evaluations: Select an evaluation's title to open the scorecard with all
questions and answers.
Average Quality by Team Member provides a summary of information on
completed evaluations for each team member. It includes the average score
(mean) or weighted average, and a count of evaluations for the selected date
range. You can drill down to see detailed information about each team
member and the included evaluations: Select an evaluation's title to open the
scorecard with all questions and answers.
Average Quality by Team Member with Recordings provides management
with a summary of evaluations on Team Members and related call information.
Average Quality Team Rollup (Weighted) totals evaluations and rolls them
up by team. You can drill down to see Average Quality by Team (using either
the mean or weighted average), and from there to the evaluation and
scorecard.
The filters used to run the Checkpoint Accuracy reports are in the header of all
three of the reports. Checkpoint Accuracy reports show totals.
Checkpoint AccuracyTeam Comparison provides management with a
dynamic view of evaluation question scoring, including counts of the actual
answers and the quality score, and totals. It compares results for different
team levels in the organization. (This can include the current month, unlike the
other trend reports. It all depends on the filter used.)
Checkpoint AccuracyTrend by Evaluator provides management with a
dynamic, monthly trend view of evaluation question scoring, including a count
of the actual answers, the quality score summarized by evaluator, and totals.
(This can include the current month, unlike other trend reports. It all depends
on the filter used.)


Standard Reports
Checkpoint AccuracyTrend by Team provides management with a

dynamic, monthly trend view of evaluation question scoring, including counts
of the actual answers and the quality score, and totals. (This can include the
current month, unlike our other trend reports. It all depends on the filter used.)
Evaluation Calibration provides management with a view of evaluations
performed in evaluation scoring to identified and corrected where
appropriate.1
Evaluation Comments provides management with a view of comments that
are made on evaluations to recognize common issues and to identify if
comments are being used appropriately during the evaluation process.
(Affects the Evaluations, Performance Areas, and Questions areas.)
Evaluation Summary by Member report shows, by Evaluation Plan, the
number of evaluations completed, started, skipped, and not started by team
member.
Evaluator Calibration provides management with a view of evaluators
performing evaluation scoring.1
Pending Evaluations by Member shows member, form names, evaluator,
evaluation date, date of last change, and status.
Quality Question Summary summarizes each question selected in the filter.
The total, total possible, and average (mean or weighted average) scores, and
evaluation count appear with drill-down detail for each time that question was
asked, the team member, evaluator, date, score, possible score and quality
score (percent).
Team Member Quality Summary provides a summary of the evaluations for
each team member according to the selected date range. It provides a list of
the evaluation titles with dates and scores, and associated recording dates.
You can specify whether to use the mean or weighted average. You can print
this report to distribute to individual team members as a progress report. To
see the:
Evaluation scorecard select the evaluation title. It shows the results of an
evaluation. You can export the report to a file that is readable by Adobe
Acrobat or Microsoft Excel. Also available as a drill-down report from the
following reports: Auto-Fail, Average Quality by Evaluation, Average
1. Calibration reports show deviation in the answers to questions. As long as at least two
evaluators perform a calibration, you can run the report. The calibration reports use the
trans_id that is to be compared as part of the calibration. When the calibration values
vary widely, the topic becomes an issue for discussion or training to obtain closer
agreement among evaluators. A best practice is for all the evaluators to discuss why they
rated they way they did so that all points of view are considered.


Quality by Team, Average Quality by Team Member, Evaluation Summary

by Member, and Team Member Quality Summary. The report contains
comments for evaluations, questions, and performance areas. The
following sub-reports are available from the Evaluation Scorecard.
Evaluation Average Question Classification sub
Evaluation Classification
Evaluation Comments
Evaluation Question Classification sub
Evaluation Question Comments sub
Evaluation Survey sub
For evaluations performed on a recording that is attached to a post-call
survey, the Evaluation Scorecard report prints the survey results at the end
of the report.
Recording details select the associated recording date to show when
recordings occurred, recording type, length, member name, extension,
team name, who last played it, played status, transfers, system
classification name, ANI, DNIS, channel and direction, record server,
trigger information, and last modified date.
Trend Analysis by Evaluation provides monthly average (mean or weighted
average) for each evaluation title. Monthly averages let you can track trends
by evaluation, title over the course of a year.
Trend Analysis by Evaluator provides monthly averages for each evaluator.
By observing monthly averages, you can track trends by evaluator over the
course of a year.
Trend Analysis by Question provides monthly averages (mean or weighted
average) at a question level. By providing monthly averages, you can track
trends by question over the course of a year.
Trend Analysis by Question by Member provides monthly averages (mean
or weighted average) at a question level by team member. By providing
monthly averages, you can track trends by question over the course of a year.
Trend Analysis by Team provides monthly average score (mean or weighted
average) at the team level. By providing monthly averages, you can track
trends by team. Data appears in a table and as a line chart. Team rollup is
supported. If the user running the report lacks access to the teams in the
report, those numbers are blank.
Trend Analysis by Team Member provides monthly averages (mean or
weighted average) at the Team Member level. By providing monthly averages,


Standard Reports
you can track various trends by team member over the course of a year. Data
appears in a table and as a line chart.

Evaluation Plan Summary shows all evaluation plan assignments.
Evaluation Plan Summary by Member shows all evaluation plan
assignments by team member.
Evaluation Plan Summary by Team shows all evaluation plan assignments
by team.
Evaluation Templates
Evaluation Form Templates provides the complete definition of an
evaluation form. The report includes the name of the form, the performance
areas, questions, weights, possible answers, and possible scores for each
answer that are associated with the form. They are laid out in a format similar
to the score card in the Performance Manager.
Evaluation Forms provides a complete list of the defined evaluation forms,
performance areas, and questions.
Performance Areas
Performance Areas provides a complete list of the performance areas and
questions that are defined in Web Access.
Web Surveys Completed

Web Survey Details shows performance areas, question type, and answer
organized by team, team member, and date range.
Web Survey Summary shows a count and pie chart for a survey by a team
within a date range.
Related Topics
Reports from Survey on page 565
Reports from Observe

Observe includes the following reports.
Recording Files
Recordings Details shows when recordings occurred, recording type, length,
member name, extension, team name, who last played it, played status,


transfers, system classification name, ANI, DNIS, channel and direction,

record server, trigger information, and last modified date.
This report is available only from the Evaluation Summary by Member and
Team Member Quality Summary reports. It is available only as a drill-down
report.
Recording Stats by Team provides team name and call statistics such as call
counts, lengths, direction, and file sizes, averages and totals. It also provides
averages and totals by team.
Recording Stats by Team Member provides team name and call statistics
such as call counts, call lengths, direction, recording length, and file sizes. It
also provides averages and totals by team member.
Team Member Recordings provides a list of the recordings within the
requested parameters. It is organized by team and includes details about
members, the transaction such as the extension, date and time of the
recording, recording name, call length, direction, and the name of the person
who scheduled it.
Trunk-Side Logging report is only available for logger systems. The report
shows channel ID, call status, numbers of calls and recordings within a date
range. Administrators can run this report from SRS; it is not in Web Access.
Trunk-Side Logging Sub is a sub-report nested in the Trunk-Side
Logging report.
Team Recording Details by Member reports groups by team, then by
members in the team. It rolls up the total calls for team, average length of call,
average size of file, and all the details, such as call direction, classifications,
and recording type (voice or screen). Select the details (such as date of call)
and the recording details sub-report opens for that call.


CHAPTER 21
Explore
Todays customers regularly engage in online behavior. It can be challenging to
understand the collection of those interactions and to act on them, especially
when they occur across multiple channels. Explore consolidates all customer
behavior, whether direct or indirect, structured or unstructured to identify patterns.
Explore delivers valuable customer insights across all channels: web, mobile,
social media, e-mail, contact center, database, and storefront.
Social media analytics: aggregates data from hundreds of social media data
sources to automatically identify emerging trends and prevailing sentiments to
take action on.
Voice of the customer: provides insights from data across every customer
touch point, beyond surveys and focus groups, to include real-time call center
recordings, web activities, and social media chatter.
Customer feedback analytics: allows you to understand the comments in
survey verbatims and other direct feedback, and sort them by concepts.
Clickstream analytics: Allows you to see visitor behavioral analytics beyond
the simple click counts and other predetermined success measures.
Speech analytics: automatically organizes and understands customer
conversations so that you can take advantage of the rich insights in phone
conversations.
Explore allows you to identify and prioritize concepts within a piece of information,
to bring meaningful and comprehensive intelligence to enhance the efficiency of
critical operations and the effectiveness of crucial decisions.


Chapter 21 Explore
Prerequisites
Users must have a license for Autonomy Explore.
To access Autonomy Explore

1. Select the Explore tab.
The Login dialog box opens (see Figure 259).
Figure 259 Explore Login dialog box
2. Log in by typing you UserName and password, and then selecting Log in.
The version of Explore that you have licensed opens:
Autonomy Explore
HP Explore
Explore opens in a new window.
Related Topics
Autonomy Explore Administration Guide

HP Explore Cloud User Guide
HP Explore Cloud Administration Guide


CHAPTER 22
Qfiniti ICE
Qfiniti Interaction Control Element (ICE) is a real-time compliance application for
administrators to use for information risk-management. It monitors desktop and
web-based interactions for legal risks and privacy violations. It works with Qfiniti
Web Access and third-party desktop application programs to trigger actions based
on user interactions.
Its purpose is to prevent the loss of sensitive data such as account numbers, user
IDs, passwords, and personal and medical information.
HP Qfiniti 10 ICE can run in the background, without advising users of its
presence. Alternatively, you can allow the ICE icon to appear in the Notification
Area.
ICE can:
archive potentially threatening interactions
alert users with warning messages to an appropriate compliance officer
send messages, mask or mute sensitive information on compliance
recordings
Authorized QWA users can access ICE from the ICE tab (see Figure 260).


Chapter 22 Qfiniti ICE
Figure 260 ICE
Refer to the following documents for information on using ICE.

HP Qfiniti 10 Interaction Control Element (ICE) Installation Guide
HP Qfiniti 10 Interaction Control Element (ICE) User Guide


CHAPTER 23
Qfiniti Workforce
Management
Qfiniti Workforce1 Management (WFM) is an enterprise workforce-management
portal that provides tools to schedulers, supervisors, and team members. The
application can be customized to control hundreds of features available within the
solution. Users can add sites, adopt a virtual site, and migrate to an
in-home-agent strategy upon demand and without additional licensing fees. The
application delivers a wide array of contact center forecasting and schedule
optimization features.
WFM is completely browser-based, and it can be deployed as a cloud-based host
or on premise.
This chapter only addresses the functions that you can access from within QWA.
For detailed information on using the Qfiniti Workforce Portal, refer to the online
Help in WFM.
By using the Qfiniti Workforce Portal in QWA, you can schedule the
synchronization of team members between Qfiniti and Qfiniti Workforce with many
options.
The main topics in this chapter are:
Introduction to the Qfiniti WFM Module
Access the Qfiniti Workforce Portal
1. Qfiniti Workforce is powered by the Community Workforce Management SolutionTM from the
WorkForce Management Software Group, Inc.


Chapter 23 Qfiniti Workforce Management
Create User Synchronization Plans

View the Workforce User Synchronization Report

The Qfiniti Workforce management module automates the process of effectively
forecasting demand, scheduling workers, and tracking time and attendance with
the following functionality:
ACD integration with external systems: Qfiniti Workforce utilizes a modern
integration approach that takes the hassle out of third-party interoperability
with the ACD by using direct database connectivity. No third-party middleware
or custom reports are required. This reduces the complexity and cost of
integration. Administrators can import team member information, ACD queue
information, and all the ACD transactional data with built-in recovery
mechanisms for high reliability.
Multi-skilled forecasting & what-if analysis: Qfiniti Workforce delivers a flexible
what-if analysis tool kit for staff planning that allows you to accurately model
staffing for a wide variety of industries and customer behaviors. Qfiniti
Workforce allows you to select, on-demand, any five methods to forecast
future contact demand:
Forecast demand based on most recent number of weeks. This
traditional approach allows you to forecast demand based on the most
recent x weeks of past transactional data using either an average or
weighted average of those weeks. You can apply any number of weeks on
demand.
Forecast based on specific weeks. Rather than use the most recent 'x'
weeks of transactional data, you can select specific weeks to reference for
forecasting. For instance, you can use the last four Monday holiday weeks
to forecast for an upcoming Monday holiday week.
Date range-based forecasting. Customer behavior is sometimes
triggered by business-driven events such as catalog drops or seasonality.
Using Qfiniti date range-based forecasting enables you to source similar
date ranges in the past to forecast for date ranges in the future.
External data-based forecasting. You can conveniently upload data from
Microsoft Excel to use as source data for forecasting. If you are a business
process owner (BPO) looking to respond to a new client, you can use their
call data to develop a plan to properly dimension your staff and to generate
the cost to support that new client.


Manual-based forecasting. If nothing in your ACD history reflects what is

about to happen, you can create a simple forecast based on
manually-entered data.
After you model your demand, you can rely on Qfiniti Workforce to accurately
calculate headcount by interval using the traditional single-skilled, Erlang C
math and the Qfiniti proprietary multi-skilled algorithm. Qfiniti Workforce then
displays the efficiency associated with the cross-trained team members in
multi-skilled contact centers. This allows you to create what-if scenarios with
your team members skill mix.
Forecasting multimedia team members (e-mail, chat, and phone) requires
multiple service level expressions. Qfiniti Workforce supports three options:
Telephone Service Factor: 80 percent of calls answered in 20 seconds
Average Speed of Answer: answer all calls in x seconds
Deferred Service Level: used for back office and e-mail scheduling
Planning for overhead. Qfiniti Workforce enables contact centers to forecast
their customer demand and now they can anticipate their employee absences.
Like contact volume, team member exceptions also vary by time of day and
day of week. For instance, more team members call in sick on the Monday
early shift than on the Tuesday afternoon shift. Qfiniti Workforce tracks those
exceptions and enables the contact center to build that overhead into their
staff planning process. Now contact centers can be assured that get the right
number of people on the phones throughout each day by considering late
time, sick time and adherence violations.
Multi-skilled scheduling. You can develop schedules following an
easy-to-use Steps-to-Success process. Qfiniti Workforce supports a wide
variety of schedule cultures to support a wide variety of industries from the
financial and insurance industries, to technology companies, and unionized
contact centers.
Fixed shifts with fixed shift hours, such as 8 a.m.5 p.m.
Floating shifts are optimized shifts with assignments based on team
member rankings, skills, preferences, and availability
Common Day Floating are floating shifts with the same daily start time
Shift Rotations can rotate your team members fairly through early, late, or
weekend shifts in steps
Composite scheduling can mix scheduling approaches within a given
week
Qfiniti Workforce supports a wide variety of scheduling cultures and assigns shifts
considering unique team member rankings, skills, seniority, preferences for start
time and days off and hours of availability. With Qfiniti Workforce, you can control


and reward team member behaviors by building custom, team member rankings
into the schedule assignment process. This feature rewards your best team
members and your customers by bringing the most effective team members to
bear on their needs.
Interactive Agent Shift Bidding. Tightly integrated into the scheduling
pipeline, this bidding function presents the available shift inventory to the team
members within their portal, based on their own sort criteria. As the
highly-ranked team members make their selections, the inventory of shifts
reflects, by color code, the likelihood of that team member holding a particular
shift selection. Team members can leverage the social media standards of
like and dislike to further sort their inventory of shift options.
Schedulers can easily monitor the completion of the bidding process and
when it is complete, a single selection processes the entire bid, assigns the
shifts to the team members based on the criteria, and notifies all team
members that they have a schedule they can view. Qfiniti Workforce
streamlines the bidding process and better satisfies the team members' needs
by providing a visual queue that manages their expectations and increases
their satisfaction.
Intraday Management. The Intraday Performance Reports measures
forecast to actual, and presents the variance to let you know exactly how
your center is tracking for the day. Qfiniti Workforce then automatically
reforecasts the balance of the day based on the current day's trend and
calculates a new net line. This data is tightly integrated into the solution and
the schedule net line updates in real-time as team members are taken out, or
are marked as sick or late.
Advanced Agent Adherence. Qfiniti Workforce delivers three views of
adherence and provides the option to include the team member photo to
enable a personal connection with your team members. Pop-up windows
remind team members of upcoming scheduled events such as breaks,
lunches, eLearning sessions, and meetings to help keep them on track and in
adherence using user-definable thresholds and grace periods. Adherence
metrics are prominently displayed for on- and off-phone activity, and these
statistics are aggregated by team member, group, activity, and site, or by the
enterprise.
Communication Framework. Qfiniti Workforce is an empowerment tool that
facilitates seamless communication up and down the contact center staff to
enable rapid generation of, receipt of, processing of, and communication of
schedule changes. This makes for an agile workforce that readily responds to
the dynamics of the day. The tightly integrated communication tools include:
pop-up offers and reminders
standard e-mail


carrier-independent text messaging

embedded memos
built-in survey mechanism for automatic feedback
virtual agent shift-swap board
interactive agent bidding
Extendible integration with complementary technologies and other
external systems. Qfiniti Workforce utilizes an open architecture and a set of
generic adapters that take the hassle out of third-party interoperability beyond
the ACD. These tools include connectivity, data capturing, and data sharing
from and with CRM, HR, and payroll systems.

As an administrator, you access the Qfiniti Workforce Portal to log in to Qfiniti
Workforce.
To log in to the Qfiniti Workforce Portal

1. Select Qfiniti Workforce Portal from the Workforce tab.
The Welcome window opens (see Figure 261).
Figure 261 Workforce Welcome
2. Type your User Name and Password in the text fields, and then select Log
in.
(Optional) To clear the User Name and Password text fields, select Reset.
(Optional) To change your password, select Reset Password.
The Workforce Portal window opens (see Figure 262).


Figure 262 Workforce Portal window
To view the Qfiniti Workforce Portal version number

select Click here for product version number under the Login button on the
Welcome page
select the i link to the left of the Logoff button in the Qfiniti Workforce window
To request a password reset for Qfiniti Workforce

select your user name from the Forgotten [sic] Your Password? drop-down list,
and then select Request New Password.
Depending on how you are configured to receive updates, you will be notified
with a temporary password. After logging in with the temporary password, you
receive a prompt to change it to a permanent password.

The User Synchronization Plans page in QWA is where you work with workforce
schedules and reports. The direction of data flow depends on which product you
started with and where the team member data resides.
If you started with Qfiniti, and then added WFM, export team member data
from Qfiniti into WFM.


If you started with WFM, import from WFM into Qfiniti because the agent
database started in WFM.
Export Users to Qfiniti Workforce with a User Synchronization Plan
Import Users into Qfiniti with a User Synchronization Plan
View the User Synchronization Plans
Modify a User Synchronization Plan
Copy a User Synchronization Plan
Delete a User Synchronization Plan
Export Users to Qfiniti Workforce with a User Synchronization Plan
Prerequisites
Create the roles that are needed to import users.
Have an Observe system defined and running in SysConfig.
NOTE The best practice is to configure users in Qfiniti

first, and then use export plans to synchronize them to
Qfiniti Workforce.
For an initial setup, it is possible to import users into
Qfiniti from Qfiniti Workforce. Export plans support the
following features that are not available during import:
NOTE You can schedule when a published import/

export plan runs using the Once option. When it is
selected, you can choose to run the plan either now or
at a predefined time/date.
To create a new user synchronization plan for export

1. Select User Synchronization Plans in the Workforce menu.
2. On the User Synchronization Plans page, select a view from the Views
panel.
3. Select New, and then select Export users from Qfiniti to Qfiniti Workforce.


The New Synchronization Plan windows opens to the General Information

category (see Figure 263).
Figure 263 General Information category
4. Type a Name and an optional Description for the synchronization plan.

5. In the Record Handling category (see Figure 264), select an option from:
Add new records onlyonly export records for new Qfiniti Workforce
users
Update existing records onlyonly update information that matches
existing Qfiniti Workforce users
Export all recordsupdate existing user information and add new users
to Qfiniti Workforce
Figure 264 Record Handling category
6. Select the Role and Team category (see Figure 265).

a. In the Qfiniti Role list, select one or more roles to export to Qfiniti
Workforce.


NOTE With each selection, select a Qfiniti Workforce

Role from the drop-down list.
Qfiniti roles must map to one of the Qfiniti Workforce
roles (Agent, Supervisor, Scheduler, or Administrator).
b. In the corresponding Qfiniti Workforce Role list, either select an existing

role from the drop-down list or type the name in the combo box.
c. In the Organization group, select one or more teams to export.
d. Select an option from, When updating an existing member:
Set the role


Figure 265 Role and Team category


7. Select the Qfiniti Workforce Attributes category (see Figure 266), and then
select:
Figure 266 Qfiniti Workforce Attributes category
a. (Required) Tiebreak Value (number) determines who gets a preferred

schedule or assignment first. The tiebreak value is used in Workforce so
when you export agents from Qfiniti to Workforce, you need to set the
value.
b. (Required) Assigned Site (select one from the drop-down list) is the work
location.
c. Default Work Type (select one from the drop-down list).
d. Agent Locale (Time Zone) (select one from the drop-down list).
e. Select one or more Agent Activity Assignments.
Open a node to see any sub-nodes.


8. In the Scheduling category (see Figure 267), select:

Figure 267 Scheduling category
a. a System from the drop-down list

b. an Event Occurrence to begin scheduling: Never, Once, Hourly, Daily,
Weekly, Monthly
c. Starting On and Ending On dates and times.
9. (Optional) Select the History category to see when the schedule ran (see
Figure 268).
History is blank for new schedules.
Figure 268 History category


10. (Optional) Select Publish at the top of the dialog box to enable the schedule
to run.
11. Select Save.
12. Close the User Synchronization Plan window by selecting X in the
upper-right corner.
Import Users into Qfiniti with a User Synchronization Plan
NOTE The best practice is to configure users in Qfiniti

first, and then use export plans to synchronize them to
Qfiniti Workforce. See Export Users to Qfiniti Workforce
with a User Synchronization Plan on page 583.
If users already exist in Qfiniti Workforce, you can import them into Qfiniti with the
To create a new user synchronization plan for import into Qfiniti

1. Select User Synchronization Plans in the Workforce menu.
2. On the User Synchronization Plans page, select a view from the Views
panel.
3. Select New, and then select Import users from Qfiniti Workforce to Qfiniti.
The General Information category opens (see Figure 263 on page 584).
4. Type a Name and an optional Description for the synchronization plan.
5. Select the Record Handling category (see Figure 264 on page 584), and
then select from:
Add new records onlyonly import records for new Qfiniti team
members
Update existing records onlyonly import updated information that
matches existing Qfiniti team members
Import all recordsupdate existing team member information and add
new team member information to the Qfiniti system
6. Select the Role and Team category (see Figure 265 on page 586).
a. In the Qfiniti Workforce Role group, select one or more roles to import
from Qfiniti Workforce.


NOTE Qfiniti Workforce roles must map to one of the

Qfiniti roles.
b. With each Qfiniti Workforce Role selection, select a Qfiniti Role from the
drop-down list or type a role name into the combo box.
c. In the Organization list, select one or more teams to import.
d. Select an option from, When updating an existing member:
Set the role
e. Select an option from:
Add the team member to the selected teams
Move the team member to the selected teams
Do not modify the team membership
7. Select the Licensing category, and then select one or more of the following
options (see Figure 269):
Figure 269 Licensing category
Allow Evaluations to be performed on this team member

Allow Qfiniti Assist Text to be assigned to this team member
Allow Qfiniti Assist Voice to be assigned to this team member


Allow learning to be assigned to this team member.

Allow Interaction Control Element (ICE) to be assigned to this team
member
Allow Screen Recordings to be performed on this team member
Allow Voice Recordings to be performed on this team member
Allow Desktop Monitoring to be performed on this team member
Allow Workforce Monitoring to be performed on this team member
Allow Workforce Management to be performed on this team member
NOTE The number of Total Licenses and Available

Licenses for each licensed product appear in a table at
the bottom of the Licensing category.
8. Select the Classifications category, and then select one or more of the
classifications to assign to the team members (see Figure 270).
Figure 270 Team Member Classifications
9. Select the Scheduling category, and then select one or more of the following
options (see Figure 267 on page 588).
a. Select a System from the drop-down list.
b. Select an Event Occurrence to begin scheduling: Never, Once, Hourly,
Daily, Weekly, Monthly.
c. Select dates and times for Starting On and Ending On.


10. (Optional) Select the History category to view the runs of the schedule (see
Figure 268 on page 588)
The History is blank for new schedules.
11. Select Publish at the top of the dialog box to make the schedule available to
run.
12. Select Save.
13. Close the User Synchronization Plan window by selecting X in the
upper-right corner.
View the User Synchronization Plans
To view the User Synchronization Plans

1. Select User Synchronization Plans in the Workforce tab.
2. Select All User Synchronization Plans from the Views panel.
The User Synchronization Plans page opens (see Figure 271).
Figure 271 User Synchronization Plans page
Modify a User Synchronization Plan

You can modify an existing synchronization plan, or save an existing plan with a
new name and then modify it.
To modify an existing synchronization plan

3. Select a plan, and then select Open.
Alternatively, you can right-click and select Open.
4. Make changes as desired to any of the categories.
run.


6. Select Save.
To save an existing synchronization plan with a new name

The User Synchronization Plans page opens (see Figure 271 on page 592).
3. Select a plan, and then select Save As.
Alternatively, you can right-click and select Save As.
The plan name is Copy of <selected_plan>.
4. Make changes as desired to any of the categories.
run.
6. Select Save.
Copy a User Synchronization Plan
To copy a user synchronization plan

The User Synchronization Plans page opens (see Figure 271 on page 592).
The user synchronization plan opens with Copy of <selected_plan> in
the Name text box (see Figure 272). You can change the Name and
Description as desired.
Figure 272 Copy of a user synchronization plan


3. Make any desired changes to the plan options in the various categories,
including the Publish option.
4. Select Save.
Delete a User Synchronization Plan

You can select one or more synchronization plans to delete at a time.
To delete a synchronization plan

3. Select one or more synchronization plans, and then select Delete.
Alternatively, you can right-click one or more plans, and then select Delete.
A confirmation message box opens to confirm that you want to delete the
selected (number of) items.
4. Select Yes to delete the selected items, or select No to keep them.

The Workforce User Synchronization report shows the results of a selected
scheduled synchronization plan. A history section provides the details.
You can use the user synchronization report to understand which users are in
each database, and which ones are synchronized in Qfiniti and Workforce. For
example, you can group by the Match Type to see:
how many users are only in Qfiniti
how many are in both Qfiniti and Workforce
how many are only in Workforce
You can select any row and then select Open (or select Open in the shortcut
menu) to see the users in Qfiniti and to make necessary changes.
To view the Workforce User Synchronization Report

1. Select User Synchronization Report in the toolbar above the User
Synchronization Plans work space (see Figure 273).


Figure 273 User Synchronization Report button
The report opens in a new window (see Figure 274).

Figure 274 Workforce User Synchronization Report
The available columns are:

Match Type shows how many agents are in: Qfiniti Only, Qfiniti and
Workforce, Workforce Only
Qfiniti User ID
Workforce ID
First, Middle, and Last Names
Qfiniti Login ID
Workforce Login ID
Qfiniti Role
Workforce Role
Licensed for Workforce: Yes/No

on page 252.
2. (Optional) Select a record, and then select Open.

Alternatively, either double-click a record to open it; or right-click it, and then
select Open from the shortcut menu.
The user record opens (see Figure 275).


Figure 275 User record
3. (Optional) You can edit some information in the record, including adding and
assigning a role.
NOTE The record links the user to the users record in

the Qfiniti Database record so that corrections,
additions, and so forth can be made.
You can edit users where were just brought over in the
last synchronization plan without have to search
through the entire Qfiniti user table.
4. (Optional) Select a record, right-click, and then select Copy to clipboard.

You can paste the data from the columns elsewhere, such as in a spreadsheet
or another document.
5. Select a category to view:
General Information includes first, middle, and last names, e-mail
address, role, login type (Qfiniti, Windows), username, password
(masked). You can reset the password here or set Change Password at
Login.
Licensing
Team Access
Team Memberships
Team Supervision
Aliases
Additional Information, including additional phone numbers; tested,
hired, and terminated dates; and comments.


You can delete the record by selecting Delete from within the dialog box.
6. Select Close [X] in the upper-right corner.




Appendixes
This section contains the following appendixes:

QWA Configuration
Permissions
SCORM Conformance
Appendixes


APPENDIX A
QWA Configuration
This appendix is for the QWA program administrator. Before Team Members can
use QWA, you must configure the settings for the Qfiniti modules that you have
licensed.
Configure the Advise Settings
Configure the Alarm Settings
Configure the Explore Settings
Configure the Ingestion Settings
Configure the License Settings
Configure the Observe Settings
Configure the Platform Settings
Configure the Qfiniti Workforce Settings & License the Agents
Configure the Web Access Settings


Appendix A QWA Configuration
Configure the Advise Settings

The Qfiniti Advise module deals with evaluations. Configuring its settings is a
prerequisite to using evaluations.
To configure the Advise settings

1. Select Settings in the Administer tab, and then select Advise Settings in the
left panel.
The Advise Settings window opens (see Figure 276).
Figure 276 Advise Settings
2. In the Web Survey Options group, type the Web Survey Host Name.
3. In the Evaluation Targets group, type:
Target Self Evaluations (number)
Target Member Evaluations (number)
4. Select a Target Period from the drop-down list: Weekly, Monthly.
5. (Optional) In the Match on Records Having Classification Name text box,
type a recording classification name.
6. In the Retention group, type the number of days to keep scorecards in the
database before deleting them.
7. Select Save.



Administrators use the Alarm Settings tab to view and to adjust the settings for
various alarms.
Configuring the alarm settings is a prerequisite to using alarms.
To configure the alarm settings

1. Select Settings in the Administer tab, and then select Alarm Settings in the
left panel.
The Alarm settings window opens (see Figure 277).
Figure 277 Alarm Settings
2. Select the System from the drop-down list.

3. Select the desired alerts and alarms; clear the alerts and alarms that you want
to deactivate.
Agent Alerts
Archive Alarm


CTI Alarm
Data Import Alarms
Database Alarms
Low Disk Alarm
No Disk Space Alarm
Recording Storage Alarms
System Failover
System Health
Telephony Alarms
4. Select Save.
Configure the Explore Settings

Administrators use the Explore Systems Settings page to view and to adjust the
settings for the Explore system. Settings for either HP Qfiniti Explore Cloud or
Autonomy Explore appear when a license is installed.
Configuring the Explore system is a prerequisite to using it.
To configure the Explore system settings

1. Select Settings in the Administer tab, and then select Explore System
Settings in the left panel.
The Explore settings window opens (see Figure 278).
Figure 278 Explore Settings
2. Type the IDOL Query URL in the text box.

3. Select Save.



The ingestion settings identify locations for the IDOL server and transcription
servers to use. Settings for either HP Qfiniti Explore Cloud or Autonomy Explore
appear when a license is installed.
To configure the ingestion settings

1. Select Settings in the Administer tab, and then select Ingestion Settings in
the left panel.
The Ingestion settings window opens (see Figure 279).
Figure 279 Ingestion Settings
2. In the Aggregations group,

a. Select the Add [+] icon to add an aggregations group.
The Add Aggregation dialog box opens (see Figure 280).
Alternatively, select:
Select the Pencil icon to edit a group.
Select the Can icon to remove a group.


Figure 280 Add Aggregation dialog box
b. Type a Name in the text box.

c. Type or select Start Date and End Date.
d. Either select Use Qfiniti Database, or clear the selection, and then type or
select from the following options for the Source Database:
i. Server Name
ii. Database Name
iii. Integrated Security
iv. User ID
v. Password
vi. Source Type: Unknown, Qfiniti 3.x/10.x, Qfiniti 1.x/2.x, Recorder
vii. Then select Update Source Database.
viii. Select Apply.
The Add Aggregation dialog box closes and you return to the Ingestion
Settings.
3. In the Language Packs group, add language packs. Follow the same
procedure as for the Aggregations group, but using the following options.
Select the Add [+] icon to add a language pack.
Name
Is Default


Language
Sampling Rate
Path (to language pack files)
DCT File
PHI File
IAN File
AM File
The TLM files appear in a table at the bottom of the dialog box.
Select Apply.
The settings are saved.
4. In the Transcriptions group, add transcriptions. Follow the same procedure
as for the Aggregations group.
a. Select the Add [+] icon to add a transcription.
The Add Transcription dialog box opens.
b. Type or select the following options:
Name
Is Default
Use Real Time Scale
Use Beam Width
c. Select Apply.
5. In the Transervers group, add transcription servers. Follow the same
procedure as for the Aggregations group.
a. Select the Add [+] icon to add an group.
The Add Transceiver dialog box opens.
b. Type or select the following options:


Name
IP Address
Port
Associated Transcription
Associated Language Pack
c. Select Apply.

HP Qfiniti modules are licensed for use. Before using them, you must enter the
license information in the License Setting page.
Before team members can begin using the Qfiniti modules, they must be licensed.
To configure the license settings

1. Select Settings in the Administer tab, and then select License Settings in
the left panel.
The License Settings window opens, and displays the total product licenses
and the License History (see Figure 281).


Figure 281 License Settings
2. Select Import License Key to import a license key file.

3. In the Import License Key dialog box, either:
type the license key file name (with the UNC path)
select Browse and navigate to the file. Then select the file, and then select
Open to import it.
4. Select OK in the Import License Key dialog box (see Figure 282).
Figure 282 Import License Key dialog box


When you select the license key and select OK, the license key is imported
and saved.

Qfiniti Observe is the recording module of QWA. The administrator must configure
alias types and several recording options.
To configure the Observe settings

1. Select Settings in the Administer tab, and then select Observe Settings in
the left panel.
The Observe Settings window opens (see Figure 283).


Figure 283 Observe Settings
2. In the Alias Types group, select check boxes for the types of aliases that you
want to be able to log in.
3. In the Recording Options group, select an item from the drop-down list, and
then select the types of recordings to allow.
Agent Record on Demand
Continuous Record
Follow on Transfer Record
Super[visor] Live Monitor


Super[visor] Record on Demand

Allow voice recordings
Allow screen recordings
Allow voice-and-screen recordings
Allow screen recordings on transfer. If the call being recorded is
transferred, the transferred call will be recorded along with the screens
(assuming that Observe can record the voice and screen portion of the
call).
4. In the UUData Mapping group, map UUData fields to friendly column names
for use in recording schedule triggers.
a. Select New.
The New CTI Event dialog box opens (see Figure 284).
Figure 284 New CTI Event dialog box
b. Select a CTI Event from the drop-down list.

c. Type the following options in the text boxes:
User Data Field Name
Friendly Name
Description
NOTE Refer to the UUData mapping topics in the

Qfiniti Administration Guide.
d. Select either:
Add to add the current CTI Event and start another one
OK to complete adding the current CTI Event and close the dialog box.
5. In the Export Worker Process group, type or select:


Daily Start Time (hr:min:AM/PM)

Number of recordings each export worker will process concurrently
Number of days that the completed or aborted export jobs will be
retained
Number of minutes an idle worker process will wait to check for
export work to perform
Number of minutes to wait before an export work item will be
reissued to a work process if there is a problem
6. In the Retention group, type the number of days to keep recordings in the
database before deleting them. For how retention works with aging schedules
for recordings, see How Aging Works on page 516.
7. Select Save.

The platform settings control system-wide attributes.
To configure the platform settings

1. Select Settings in the Administer tab, and then select Platform Settings in
the left panel.
The Platform settings window opens (see Figure 285).


Figure 285 Platform Settings
2. In the General group, type or select from the drop-down lists:

Organization Name
Fiscal Year Begins In (year)
Work Week Begins on (day)
Administrator Last Name
Administrator First Name


3. In the SMTP Configuration group, type or select:

Enable Alerts (select or clear)
Domain Name
Authentication (Anonymous, Basic, NTLM)
Alert from Address is the e-mail address that sends alerts.
Server Name
User Name
Port number
Password (characters are masked as you type)
4. In the Security group, select or type the following options.
Recording Encryption Key. You can type a key or select Auto Generate
to produce a random key. If you type a key, also type it again in the
Confirm Key text box.
For Web Server Security, select an SSL Security Option from the
drop-down list: SSL Disabled, SSL Required, SSL Optional.
5. Select the type of Authentication Mode:
Qfiniti and Windows Login
Qfiniti Login Only
Windows Login Only
6. Select from the remaining options:
Reset Password at Next Login
Allow Login ID Caching
Allow Login Password Caching
Max[imum] Login Attempts
Minimum Password Length
Aging Days
Warning Days
Minimum Number of Required Characters
Alphabetic
Numeric
Special


7. In the Users group,

In the User Alias group, select Add [+] to type a value for a custom alias.
Then select Add to continue adding aliases, or select OK to complete
adding the current alias.
When Team Members are moved, you can select the option to Update
recording plans at night for the Team Members that were moved.
8. In the Reporting group,
a. type the text to appear on the Header and the Footer of reports.
b. Select Browse to locate the logo to appear on the report.
A thumbnail image appears in the right side of the Reporting group.
9. In the etalk Expert group, type the Right Content URL in the text box.
10. Select Save.
Configure the Qfiniti Workforce Settings & License

the Agents
Configure the Qfiniti Workforce Settings
Qfiniti Workforce settings affect importing and exporting team members.
Configuring the settings for Qfiniti Workforce is a prerequisite to using it.
Prerequisites
An Observe system must be set up in SysConfig and it must be
running. Refer to the following documents as needed.
Qfiniti Software Installation Guide
Qfiniti Configuration Guide
Qfiniti Administration Guide
ImportScheduler and ImportListener must be running
NOTE A best practice is to configure Qfiniti and Qfiniti

Workforce to use Windows Authentication so that users
have a single sign-on ID.


Configure the Qfiniti Workforce Settings & License the
Agents
To configure the Qfiniti Workforce settings

1. Select Settings in the Administer tab, and then select Qfiniti Workforce
Settings in the left panel.
The Qfiniti Workforce settings window opens (see Figure 286).
Figure 286 Qfiniti Workforce Settings
2. Select License Settings in the left panel, and then select Import License
Key.
The Import License Key dialog box opens (see Figure 282 on page 609).
3. Either type the location of the file and its name, or select Browse to navigate
to it. Select OK.
You can import additional licenses as needed.
4. Log out, and then log back into QWA.
The Qfiniti Workforce Settings (under Administer > Settings) and the
Workforce tab are available.
In the Workforce menu, an option for Qfiniti Workforce Portal is available.
Selecting this option navigates to the community workforce.
5. Select Administer > Settings > Qfiniti Workforce Settings.


6. In the Database Settings group, type:

Database Server
Database Name
(Optional) Select Use Windows Authentication instead of current user
to allow single-ID sign on.
Database User ID (this is a system administrator)
Database Password
7. In the Qfiniti Workforce URL group, type the URL to Qfiniti Workforce:
http://<server_name>/CommunityWeb, and then select Save.
The Map Switches group becomes available.
8. In the Map Switches group, select one or more Qfiniti switch aliases that map
to Workforce ACD queues.
This step allows for the creation of user aliases across both systems.
9. Select Save.
License the Agents

You can license users in Qfiniti for Workforce, either individually or through a team
member import plan.
To license agents to use Qfiniti Workforce

1. In QWA, navigate to Team > Team Members.
2. Edit Team Members to assign the license for Workforce.
If you export one or more agents to Workforce in the Agent role, they must be
licensed for Qfiniti Workforce. Those in the roles of Supervisors, Schedulers,
or Administrators do not need to be licensed.
3. Save the changes.
Related Topics
Create User Synchronization Plans on page 582



The Web Access Settings determine which recordings appear in QWA,
conversion of recordings, web settings, and identify application URLs.
To configure the Web Access settings

1. Select Settings in the Administer tab, and then select Web Access Settings
in the left panel.
The Web Access Settings window opens (see Figure 287).
Figure 287 Web Access Settings page
2. In the Recordings group, select:

recordings to show in Web Access, select either: All recordings,
Converted recordings.
(Optional) Select Convert existing recordings and new recordings as
they are made (autoconversion).


NOTE If you do not select this option, recordings are

converted only upon demand.
If you select the autoconversion option, the following options become

available.
Autoconvert recordings of type: All recordings, Voice-only recordings,
Screen-only recordings, Voice-and-Screen recordings.
(Optional) Autoconvert recordings with a classification of: (select one
classification from the drop-down list)
3. (Optional) In the Web Settings group, select Keep user sessions active for
as long as browser stays open.
NOTE If this option is cleared, a users session ends

after being inactive for the time specified in the
web.config file for QfinitiWeb.
4. In the Application URLs group, type the UNC paths to:

Web Access
Explore
ICE
Optimize
5. Select Save.
A System Settings message prompts you to log out, and log in again for the
new settings to take effect.


APPENDIX B
Permissions
When granted, a permission lets a role perform certain functions in Qfiniti Web
Access. Each defined role for your organization has a related set of permissions.
The available permissions on your system depend on the features that your
organization licensed. You cannot alter the available permissions, but you can
assign the permissions for different roles.
CAUTION Failure to correctly assign permissions can

potentially compromise the confidentiality of employee
information.
To change permissions
1. Log in to QWA with Administrator credentials.
2. Select the Teams tab.
3. Select the Roles page, and then select All Roles (see Figure 288).


Appendix B Permissions
Figure 288 Roles tab
4. Either:
Select New to add a new role.
a. In the General Information category, type a Name and optionally,

a Description.
b. Navigate to the next desired set of permissions (see Step 6).
Select an existing role to edit.
c. Select All Roles in the Views list.

d. Select a role in the View list.
e. Either select Open or the Detail page.
5. Grant permissions to a role by selecting the desired check boxes. To deny a

permission, clear its check box.
NOTE To quickly check all permissions in a category, select

the Select All Permissions check box that is at the
bottom of each category of permissions.
6. Navigate to the next desired set of permissions by selecting Prev (Previous)

or Next, or a category in the Detail list.
7. Save the permissions by selecting Save.


General Information
The Read, Create, Delete, or Update check boxes are available only for the
permissions that apply to a function. For example, you can read or update
System Settings, but you cannot create or delete System Settings. Therefore,
only the Read and Update check boxes are available.
NOTE Agent and Team Member mean the same thing in

the descriptions in this appendix.
The tables in this appendix show the permissions for each function.
General Information
Teams Permissions
Recordings Permissions in Observe
Reports Permissions
Expert (Learning) Permissions
Surveys Permissions
General Information
The General Information group contains the Name for a role and an optional
Description.


My Overview
Permissions allow users to access the My Overview Content
Panel Selector.1
My Overview
Allow the user to access the My Overview Content Panel

Selector.
Allow the user to e-mail the My Overview page.
Allow the user to print the My Overview page.
Allow the user to view the My Overview page.
Last 10 Scorecards
Allow the user to configure this content.
Allow the user to view this content.
My Courses
Quality Question Summary
Team Surveys
What Evaluations to be Completed
System Overview
Allow the user to access the System Overview Content

Panel Selector.
Allow the user to e-mail the System Overview page.
Allow the user to print the System Overview page.
Allow the user to view the System Overview page.


Overview Permissions (continued)

Global Recording Schedule Status
Observe System Status
Qfiniti License Overview
Team Recording Schedule Status
Team Overview
Permissions allow users to access the Team Overview

Content Panel Selector.1
Allow the user to access the Team Overview Content Panel

Selector.
Allow the user to e-mail the Team Overview page.
Allow the user to print the Team Overview page.
Allow the user to view the Team Overview page.
Last 10 Scorecards
Team Surveys
What Evaluations to be Completed
1. The My Overview Content Panel Selector permission includes

the Close function if the user has the Allow user to view the
function_name Content Panel Selector permission.


Teams Permissions
Teams Permissions
Access Groups
Allow the user to create new access groups.
Allow the user to delete existing access groups.
Allow the user to update existing access groups.
Allow the user to view existing access groups.
Alerts
Allow user to create new alerts.
Allow user to delete existing alerts.
Allow user to update existing alerts.
Allow user to view alerts created by other users.
Allow user to view existing alerts.
Imports
Allow the user to create new team member imports.
Allow the user to delete existing team member imports.
Allow the user to update existing team member imports.
Allow the user to view existing team member imports.
Roles
Allow the user to create new roles.
Allow the user to delete existing roles.
Allow the user to update existing roles.
Allow the user to view existing roles.
Allow the user to create new team member classifications.
Allow the user to delete existing team member

classifications.1


Teams Permissions
Teams Permissions (continued)

Allow the user to update existing team member
classifications.
Allow the user to view existing team member classifications.
Team Members
Allow the user to create new team member phone player

prompts.
Allow the user to create new team members.
Allow the user to create new teams.
Allow the user to delete existing team member phone player

prompts.1
Allow the user to delete existing team members.1
Allow the user to delete existing teams.1
Allow the user to reorganize teams and team members.
Allow the user to update existing team members.
Allow the user to update existing teams.
Allow the user to view existing team member phone player

prompts.
Allow the user to view existing team members.
Allow the user to view existing teams.
Allow the user to own a team.
1. Some sites restrict any delete permissions to the IT Adminis-

trator role.



As an option, you can select a dynamic view of recordings to target (for the current
role) with a set of permissions for a role (see Figure 289).
Figure 289 Recordings Permissions
Further, you can select Filters and Columns to determine which ones are
viewable by the current role (see Figure 290).


Figure 290 Select Viewable Filters and Columns dialog box
Recordings Permissions1
Agent Activity2, 3
Allow the user to delete Live Monitor recordings
Allow the user to perform Live Monitor - Screen Only
Allow the user to perform Live Monitor - Voice and Screen
Allow the user to perform Live Monitor - Voice Only
Allow the user to view Supervisor ROD - Screen Only

recordings.
Allow the user to view Supervisor ROD - Voice and Screen

recordings.
Allow the user to view Supervisor ROD - Voice Only

recordings.
Allow the user to access the Agent Monitor API.
Allow the user to cancel a recording.
Allow the user to change their [sic] password.
Allow the user to classify agent-initiated recordings.


Recordings Permissions1 (continued)

Allow the user to classify recordings initiated by others.
Allow the user to exit the Agent Monitor Console.
Allow the user to initiate Screen Only recordings.
Allow the user to initiate Voice and Screen recordings.
Allow the user to initiate Voice Only recordings.
Allow the user to log out of Agent Monitor Console.
Allow the user to start Emergency Recording (such as a

bomb threat or fire alert for Agent Monitor Console).
Allow the user to view Agent Activity Status icons.
Allow the user not to mute voice recordings.
Aging
Allow the user to create Observe Aging Schedules.
Allow the user to delete Observe Aging Schedules.
Allow the user to update Observe Aging Schedules.
Allow the user to view Observe Aging Schedules.
Archive Folders
Allow the user to delete existing Archive Folders.
Allow the user to update Archive Folder path.
Allow the user to update Archive Folder status.
Allow the user to view Observe Archive Folders.
Archives
Allow the user to create Observe Archive Schedules.
Allow the user to delete Observe Archive Schedules.
Allow the user to update Observe Archive Schedules.
Allow the user to view Observe Archive Schedules.



Auto Classify (for Logger Systems)
Allow the user to create Auto Classify jobs.
Allow the user to delete Auto Classify jobs.
Allow the user to update Auto Classify jobs.
Allow the user to read Auto Classify jobs.
Permissions affect the Recording > Classifications page.
Allow the user to create new recording classification phone

player prompts.
Allow the user to create Recording Classifications.
Allow the user to delete existing recording classification

phone player prompts.
Allow the user to delete Recording Classifications.1
Allow the user to update Recording Classifications.
Allow the user to view existing recording classification phone

player prompts.
Allow the user to view Recordings Classifications.
Recording Files
Permissions affect the Recordings > Recordings page.
Allow the user to assign a recording to an evaluation plan.
Allow the user to delete existing recordings made on other

users.
Allow the user to delete existing recordings made on

themselves [sic].
Allow the user to update existing recordings made on other

users.
Allow the user to update recordings made on them [sic].
Allow the user to view Follow On Transfer recordings.
Allow the user to view existing recordings made on others.

themselves [sic].



Allow the user to view UserData.
Allow the user to access Mask/Mute data.
Recording Schedules
Allow the user to create Do Not Record Schedules.
Allow the user to create Global Recording Schedules.
Allow the user to create Mute Record Schedules.
Allow the user to create Team Member Recording

Schedules.
Allow the user to delete Do Not Record Schedules.4
Allow the user to delete Global Recording Schedules.2
Allow the user to delete Mute Record Schedules.
Allow the user to delete Team Member Recording

Schedules.2
Allow the user to update Do Not Record Schedules.
Allow the user to update Global Recording Schedules.
Allow the user to update Mute Record Schedules.
Allow the user to update System Recording Schedules.
Allow the user to update Team Member Recording

Schedules.
Allow the user to view Do Not Record Schedules.
Allow the user to view Global Recording Schedules.
Allow the user to view Mute Record Schedules.
Allow the user to view System Recording Schedules.
Allow the user to view Team Member Recording Schedules.
WFM Imports
Allow the user to create Work Force Management imports.
Allow the user to delete Work Force Management imports.
Allow the user to update Work Force Management imports.
Allow the user to view Work Force Management imports.


1. Also see selection for Dynamic View of Recordings Targeted

(see Add a Role on page 176).
2. While Software Administrators do not need the Agent Activity
permissions to do their jobs, they need to have the permissions
to assign a role that includes these permissions.
3. If team members are to start and stop recordings, these roles
need to be reviewed and used.
4. Some sites restrict any delete permissions to the IT Administra-
tor role.
Permissions affect the Evaluations page.
Allow the user to create new evaluation classifications.
Allow the user to delete existing evaluation classifications.1
Allow the user to update existing evaluation classifications.
Allow the user to view existing evaluation classifications.
Evaluation Forms
Allow the user to create new evaluation forms.
Allow the user to delete existing evaluation forms.1
Allow the user to update existing evaluation forms.
Allow the user to view existing evaluation forms.
Evaluation Plans
Allow the user to complete evaluation plan assignments
Allow the user to skip assignments
Allow the user to view evaluation plan summary
Assignments - Allow the user to delete assignments
Assignments - Allow the user to update existing assignments
Assignments - Allow the user to view evaluation plan

assignments


Evaluations Permissions (continued)

Schedules - Allow the user to create schedules
Schedules - Allow the user to delete schedules
Schedules - Allow the user to update existing schedules
Schedules - Allow the user to view existing schedules
Allow the user to add notes to evaluations performed on

other team members.
Allow the user to add notes to evaluations performed on

them [sic].
Allow the user to create evaluations on other team

members.2
Allow the user to create Expert course assignments.
Allow the user to create global Quick Notes.
Allow the user to create self evaluations.
Allow the user to delete evaluations performed on other

team members.
Allow the user to delete evaluations performed on them [sic].
Allow the user to delete global Quick Notes.
Allow the user to delete self evaluations.
Allow the user to update evaluations performed on other

team members.3
Allow the user to update evaluations performed on them

[sic].
Allow the user to update global Quick Notes.
Allow the user to update self evaluations.
Allow the user to view evaluations performed on other team

members.
Allow the user to view evaluations performed on them [sic].
Allow the user to view global Quick Notes.
Allow the user to view self-evaluations.
Allow the user to backdate an evaluation date in a scorecard.


Evaluations Permissions (continued)

Allow user to change an evaluation title.
Allow user to edit an evaluation expiration date in a

scorecard.
Allow the user to create new Evaluation Aging Schedules
Allow the user to delete existing Evaluation Aging Schedules
Allow the user to update existing Evaluation Aging

Schedules
Allow the user to view existing Evaluation Aging Schedules
Performance Areas
Permissions affect the Performance Areas page.
Allow the user to create new performance areas.
Allow the user to delete existing performance areas.1
Allow the user to update existing performance areas.
Allow the user to view existing performance areas.
Questions
Permissions affect the Questions page
Allow the user to create new questions.
Allow the user to delete existing questions.1
Allow the user to update existing questions.
Allow the user to view existing questions.
Web Surveys
Permissions affect the Web Surveys page
Allow the user to create new web surveys.
Allow the user to delete web surveys.
Allow the user to update existing web surveys.
Allow the user to view existing web surveys.

trator role.


2. Managers do not always create evaluation scorecards; some

business have the QA team perform evaluation scorecards ex-
clusively.
3. Some sites want managers to have the permission to update
evaluation on other team members.
Reports Permissions
At some sites, the quality assurance (QA) team or IT runs and distributes reports,
rather than managers.
Reports Permissions
Assignments
Expert Assignments by Team
Expert Assignments by Team Member
Expert Team Member Transcript
Classifications
Classification Summary
Evaluation Forms
Evaluation Form Templates


Reports Permissions
Reports Permissions (continued)

Evaluation Forms
Answer Label Detail
Answer Label Summary
Auto Fail
Average Quality by Evaluator
Average Quality by Evaluator with Recordings
Average Quality by Team
Average Quality by Team Member
Average Quality by Team Member with Recordings



Average Quality by Team Rollup (Weighted)
Checkpoint Accuracy - Team Comparison
Checkpoint Accuracy - Trend by Evaluator
Checkpoint Accuracy - Trend by Team
Evaluation Calibration
Evaluation Comments
Evaluation Scorecard
Evaluation Plan by Member
Evaluator Calibration


Reports Permissions

Expert Course Usage by Course
Expert Course Usage by Team
Expert Performance by Course
Expert Performance by Team
Pending Evaluations by Member
Team Member Quality Summary
Trend Analysis by Evaluation
Trend Analysis by Evaluator



Trend Analysis by Performance Area
Trend Analysis by Question
Trend Analysis by Question by Member
Trend Analysis by Team
Trend Analysis by Team Member
Explore (Analytics) Calls
Call Ingestion vs. Collection
Explore Call Processing per Day
Performance Areas
Performance Areas


Reports Permissions

Publish
Expert Courses
Recording Files
Available as a drill-down report from an evaluation report.
Recording Details
Recording Stats by Team
Recording Stats by Team Member
Team Member Recordings
Team Recording Details by Member
Trunk-Side Logging (for logging systems only)
Roles
Permissions



Schedules
Settings
System Settings
Snapshots
Survey Calls
Survey Call Detail
Allow the user to manage report subscriptions.1
Survey Call Summary
Surveys (Completed)
Survey Detail
Survey Summary
Survey Team Detail
Survey Team Member Detail


Reports Permissions

Survey Team Member Summary
Survey Team Summary
Survey Trigger Summary
Team Members
Team Assignment Summary
Team Member Summary
Team Members Without Evaluations
(Survey) Templates
Survey Definition
Web Surveys
Web Survey Detail



Web Survey Summary

trator role.
Expert (Learning) Permissions

Expert permissions affect the Learning page.
Expert Permissions
Assignments
Permissions affect the Learning Assignments page.
Allow (users to create) Auto Student Assignments

(autoassignment)
Allow (users to) create Student Assignments.
Allow (users to) delete Student Assignments.1
Allow (users to) update Student Assignments.
Allow (users to) view Student Assignments.
Courses
Permissions affect the Expert Courses page
Allow (users to) create Student Courses.
Allow (users to) delete Student Courses.1
Allow (users to) update Student Courses.
Allow (users to) view Student Courses.


Surveys Permissions
Expert Permissions (continued)

Publish
Permissions affect the Expert Publish page
Allow (users to) create Published Content.
Allow (users to) delete Published Content.1
Allow (users to) update Published Content.
Allow (users to) view Published Content.

trator role.
Surveys Permissions
Surveys Permissions
Aging
Permissions affect the Surveys > Aging page.
Allow the user to create Survey aging schedules.
Allow the user to delete Survey aging schedules.1
Allow the user to update Survey aging schedules.
Allow the user to view Survey aging schedules.
Archives
Permissions affect the Surveys > Archives page.
Allow the user to create Survey archive schedules.
Allow the user to delete Survey archive schedules.1
Allow the user to update Survey archive schedules.
Allow the user to view Survey archive schedules.
Questions
Permissions affect the Surveys > Questions page.
Allow the user to create survey questions.
Allow the user to delete survey questions.1
Allow the user to update survey questions.


Surveys Permissions (continued)

Allow the user to view survey questions.
Allow the user to view existing survey classifications
Allow the user to create new survey classifications
Allow the user to delete existing survey classifications
Allow the user to update existing survey classifications
Surveys
Allow the user to create surveys
Allow the user to delete completed surveys
Allow the user to update completed surveys
Allow the user to view completed surveys
Allow the user to view existing surveys made on other users
Allow the user to view existing surveys made on themselves

[sic]
Templates
Permissions affect the Surveys > Templates page.
Allow the user to create survey templates.
Allow the user to delete survey templates.1
Allow the user to update survey templates.
Allow the user to view survey templates.
Triggers
Permissions affect the Surveys > Triggers page.
Allow the user to create survey triggers.
Allow the user to delete survey triggers.1
Allow the user to update survey triggers.
Allow the user to view survey triggers.


Settings
Permissions are available on the Administer > Settings
page.
Allow the user to configure Optimize Monitor.
Allow the user to configure Optimize Workflow.
Allow the user to export multiple recordings to UNC path
Allow the user to export voice recordings.
Allow the user to update existing Advise settings.
Allow the user to update existing alarm configurations.
Allow the user to update existing Explore Ingestion settings.
Allow the user to update existing Explore System settings.
Allow the user to update existing License settings.
Allow the user to update existing Observe settings.
Allow the user to update existing Platform settings.
Allow the user to update existing Qfiniti Workforce settings
Allow the user to update existing Web Access settings.
Allow the user to view existing Advise settings.
Allow the user to view existing alarm configurations.
Allow the user to view existing Explore Ingestion settings.
Allow the user to view existing Explore System settings.
Allow the user to view existing License settings.
Allow the user to view existing Observe settings.
Allow the user to view existing Platform settings.
Allow the user to view existing Qfiniti Workforce settings
Allow the user to view existing Web Access settings.
Allow the user to view Optimize Monitor reports
Allow the user to view Optimize Workflow reports


Configuration Permissions (continued)

Allow the user to configure Interaction Control Element
(Qfiniti ICE).
Allow the user to create Dynamic Views.
Allow the user to delete Dynamic Views.
Allow the user to delete Shared Basic Views.
Allow the user to delete Shared Basic Views created by

others
Allow the user to delete Shared Dynamic Views.
Allow the user to listen to original audio pitch.
Allow the user to share Basic Views.
Allow the user to share Dynamic Views.
Allow the user to update Dynamic Views.
Allow the user to update Shared Basic Views.
Allow the user to update Shared Basic Views created by

others.
Allow the user to update Shared Dynamic Views.


APPENDIX C
SCORM Conformance
The Shareable Content Object Reference Model (SCORM) was developed by the
Advanced Distributed Learning (ADL) specification group in response to a United
States Department of Defense (DoD) initiative to promote standardization in
e-learning (that is, distance learning). The objectives revolve around sharing and
reusing course content.
SCORM is a model that references a set of interrelated technical specifications
and guidelines for Web-based learning that addresses:
Content reusability. SCORM tutorials are aggregations of Sharable Content
Objects (SCO). A SCO is a single Web page or sequence of Web pages that
contain learning content and European Computer Manufacturers Association
(ECMA) script. SCORM enables the integration of existing SCOs into new
tutorials.
Accessibility. SCORM tutorials are accessible over the HTTP protocol.
Information about the tutorial is available through metadata. Metadata is
stored in XML documents.
Durability. SCORM is based on open Internet standards such as HTML and
ECMA Script.
Interoperability. Interoperability is specified for the metadata, the application
programming interface (API) of SCOs, and the runtime environment.
A SCORM-conforming course is packaged in a Zip file that includes a manifest
file. The manifest contains metadata that describes the course and its contents.


Appendix C SCORM Conformance
HP Qfiniti 10 Expert includes performance improvements that provide the learning

management system (LMS) support that SCORM specifies. The LMS functional
category is SCORM 1.2 Run-Time Environment (LMS-RTE2).
Specifically, Qfiniti Expert supports:
All the mandatory data model elements and some optional data model
elements. You can review the details regarding this support by addressing the
following page on your Expert system.
http://_Expert_Server//LearningWeb/Pages/ScormCMISupported.htm
SCORM content that is SCORM Version 1.2 Run-Time Environment
Conformant - Minimum with Some Optional and Some Mandatory Data Model
Elements (LMS-RTE2).
Importing course packages that are SCORM Version 1.2 Content Packaging
XML Conformant (ADLCP-PIF-1).


Glossary
advanced view A saved set of pre-defined search criteria to locate items related to the
organization, such as teams, team members, and roles. You can select from
many search parameters, most of which are included in the items Detail
page.
Advise An integrated, agent evaluation system that lets users measure agent
performance and perform root cause analysis.
agent A team member in an organization who is recorded or evaluated. The term

user applies to all those who use Web Access. Also see user, owner, and
team member.
agent ROD A recording on demand (ROD) function started by the agent using the Qfiniti
Agent Monitor Console.
aging A Web Access feature that uses plans to automatically delete recordings
and surveys to free up hard disk space after a set time period. The order is
to archive files, and then to age them. Also see archiving.
Alarm Manager A Web Access feature that polls the system for alarm conditions such as low
disk space, connectivity, and port failures. Alarm Manager can report any
detected problems by e-mail, the Web Access interface, SNMP, or the
Windows Event Viewer.
alert subscription See subscription.
alias A Web Access feature that polls the system for alarm conditions such as low
disk space, connectivity, and port failures. Alarm Manager can report any
detected problems by e-mail, the Web Access interface, SNMP, or the
Windows Event Viewer.
ANI trigger A voice trigger that starts a recording based on all or part of the phone
number that originates the incoming call. See Automatic Number
Identification (ANI).


Glossary
annotation Additional information attached to a recording. Web Access provides

several types of annotations including screen, voice, and evaluation
annotations.
anonymity The anonymity feature of Web Access Observe lets you create voice and
screen recordings to use for training. When you assign the Training Call
classification, Web Access makes a copy of a recording and any attached
evaluation scorecard and changes the team members identity to Training
Agent. Web Access can also adjust the pitch of voices on the recording to
blur the identities.
answer A predefined set of responses and corresponding score values for

questions defined for your organization. Because multiple questions can
have similar possible responses, answer templates let you assign the same
responses and values to multiple questions without having to redefine the
set each time you want to use it.
answer template Predefined set of answers that you can apply to questions defined for your
organization. Answer templates are useful when you use several questions
with similar possible responses. Answer templates let you assign the same
answer set to multiple questions without having to redefine the answer set
each time.
application trigger A screen trigger that starts recordings based on all or part of the information
in the application programs title bar, including dynamic information that
changes based on certain events.
archiving A Web Access feature that uses plans to automatically move older
recordings and surveys to an external storage medium so that you can free
up hard disk space. You can archive recording files to archival media such
as CD-ROM, DVD, or external hard disk. The usual is to archive files, and
then to age them.
association A relationship between two Web Access elements. For example, a

classification can be associated with an evaluation, or an alias can be
associated with a user. In some cases, an existing association between
elements prevents you from deleting an element unless you first remove the
association.
attributes Detailed information about a team member, evaluation, or recording.

Attributes appear in columns for each record for the selected feature. For
example, Plan Type is an attribute of a recording and Evaluator is an
attribute of an evaluation.


B
authentication Qfinitis process for validating the team members identity at login. Qfiniti
authentication requires the team member to type a login ID and password.
Windows authentication automatically logs a team member into Web
Access. Your login method is determined during installation.
auto-answer question A question that has a default answer already selected. The evaluator has
the option to change the auto-answer.
auto-fail question A question that can fail an entire evaluation. If a team member receives the
worst rating on an auto-fail question, the total quality score for the entire
evaluation becomes zero.
automatic call distributor Equipment that can automatically answer calls, place them in queues, play
(ACD) recorded announcements, and transfer the calls to team members.
Commonly referred to as a switch.
Automatic Number Equipment that recognizes the telephone number of the person making the
Identification (ANI) call.
Autonomy Explore Autonomy Explore delivers speech and multichannel analytics capabilities.
Explore performs a sophisticated analysis of any ingested interaction
audio, chat, e-mail, and so forthto deliver relevant intelligence to end
users.
basic search Locates items for all modules, such as recordings, evaluations, or teams.
basic view A saved set of records related to the teams, recordings, or evaluations. A
basic view can store a set of records for later use. It is similar to a folder in
that you name a basic view and then drag records (recordings, surveys, and
so forth) into it.
best answer When an answer is assigned to a question, a best answer indicates the best
possible response (highest scoring) from the available options.
browser The application program that lets you run and view Web Access (Windows
Internet Explorer).


Glossary
busy repeat max A switch setting that allows Web Access to ignore a short busy signal.
Despite the busy signal, Web Access does not stop the recording. This
value indicates the number of busy signal cycles that Web Access records.
For example, a team member might place one call on hold and dial another
number that is busy. If the team member disconnects from the busy line
before reaching the maximum number of cycles, the recording continues.
Normal busy signals exceed this number of cycles and Web Access ends
the observation session.
caching Function of Web Access that lets you save login information, such as login
ID and password, on your local computer. This process simplifies the login
process, but should be used very cautiously to avoid compromising system
security.
call logging See logging.
calls in a row A Web Access function that lets you record multiple consecutive calls each
time you record a team member.
channel process Telephony interface that Web Access uses to record calls or play recordings
with the Phone Player.
check box In a dialog box, a check box lets you select (enable) or clear (disable) a
feature option.
classification A custom label that provides many options to identify evaluations,

recordings, or team members within Web Access. You can assign custom
classifications to evaluations, recordings, and team members to manage
data easily. The following types of classification are available.
Standard. Static or unchanging labels. For example, Sales or Training.
Predefined. A group of related classifications from which you can
choose single or multiple options.
User-defined. Accepts values from the user who assigns the
classification. For example, a user-defined classification can be defined
to accept a customer number.
column count The method by which Qfinitis data import feature identifies columns in data
files that do not include column names. Web Access numbers each column
sequentially from left to right for mapping.


D
column mapping (import Manages imported data based on: source, destination, type, and format. To
maps) correctly map data from a data file to your database, you must understand
where the data comes from and where it goes. You must also understand
the type of data being imported and the format in which it appears.
comparison The method used to compare data during a query. The content of the
selected column are compared to the text you type in the Compare To text
box. Typical comparison operators are: equals (=), less than (<), and greater
than (>).
Computer Telephony Equipment that connects a computer to a telephone switch (automatic call
Integration (CTI) distributor (ACD)) where the computer issues commands to the switch. It is
a system-tier component that monitors, records and controls switch events
related to a phone call. For example, CTI identifies when a team member
picks up the phone, made a call, or forwarded a call.
completed evaluation A completed evaluation scorecard is one where every question has been
scorecards responded to. Even a Not Applicable response counts as a response.
contact center A centralized location in an organization that handles telephone calls for
such purposes as customer support or sales. It operates a computerized
database and uses automatic call distribution, with the ability to route calls
to various agents (team members) within the organization.
continuous recording A Web Access setting that records calls over a 24-hour period, rather than
during a set time range for a shift.
cross-system equipment A Web Access feature that lets you define switches and CTI servers to
determine how Web Access interfaces with the switch through tones,
message over serial link, or by other means.
CTI server Server associated with a switch that allows Web Access to record switch
state information. CTI servers generate data for events such as ringing,
disconnect, and on hold. See Computer Telephony Integration (CTI).
database A collection of data that is organized so it can be easily accessed, managed,

and updated.
data elements Labels that communicate the meaning of productivity data numerical values
stored in Web Access. You can define data elements for any productivity
data tracked by your organization. Web Access uses data elements as
variables in expressions to calculate and aggregate productivity scores for
team members.


Glossary
data import A Web Access feature that allows you to import data directly into your
database without having to manually input the data. You can perform a data
import immediately, once, or on a regular and recurring basis.
data import file A text file that provides the source for imported data. Each row represents a
single team member. Each column represents a data field separated by a
delimiter character such as a comma (such files often have a CSV extension
(comma separated values) or semicolon.
data import map A set of parameters that defines how imported data relates to fields in the
Web Access database. The import map defines the data type and structure.
data import plan A method of importing data into Qfinitis database. Qfiniti can import data
once or on a recurring basis as defined in a data import plan.
data record An individual collection of data, such as listed in a list of recordings.
data viewer The main area of the work space where you view the records for a Web
Access feature. The data appears in a grid of rows and columns. You can
rearrange the columns (by dragging and dropping), sorting the columns (by
selecting the header), and select records. When you create a new record or
edit an existing one, the definition page replaces the data viewer.
date format Web Access can accept several date formats based on the Windows
regional settings. Web Access correctly interprets a wide range of regional
date formats, including ambiguous short dates such as 02/04/2007, which
can be interpreted either as February 4 or April 2.
Date format is controlled by regional settings. Use mm, dd, and yyyy within
the format. See time format.
definition page The main area on the work space for defining individual item attributes. It
contains multiple attributes or parameters that are organized into logical
groups.
delimiter A character such as a comma or semicolon that separates data items

contained in rows and columns in a database text file. Delimiters are used
to import productivity data.
Dialed Number Service that provides the number dialed by customers on incoming calls.
Identification Service This information can be used to trigger a recording in a Web Access
(DNIS) recording plan.


E
dispersion method Determines the number of calls recorded or evaluations distributed each
day during a plans duration.
The first available dispersion method creates evaluations up to the daily
limit or records the first call that meets all the recording plan parameters
and continues recording calls until the plan reaches the daily limit.
The greatest dispersion method divides the number of evaluations or
recordings by the number of days in the plan and spreads them over that
time period.
DNIS trigger A voice trigger that starts a recording based on all or part of the phone
number dialed by the customer to reach the contact center. See Dialed
Number Identification Service (DNIS).
drill-down Some definition pages (such as some reports and the Data Import Plan)
within Web Access provide a drill-down button that serves as a shortcut to
a definition page for an element that must be defined to complete the current
definition.
drop-down list An answer type that lets you select an answer from a list of choices.
dynamic view A saved set of predefined search criteria to locate items related to the
organization, such as teams, team members, and roles. You can select from
many search parameters, most of which are included in the items Detail
page.
encryption A method of transforming data into a form not readable without a secret
decryption key. Payment Card Industry (PCI) encryption uses an Advanced
Encryption Standard (AES) method to protect screen and voice recordings
from playback by unauthorized users.
evaluation annotation Links a section of the recording to a specific question within an evaluation.
A graphic marker in the Media Player shows the presence of the evaluation
marker. A marker within the evaluation links it to the recording as well.
evaluation classification A classification that is applied exclusively to evaluations. Evaluation

classifications cannot be applied to recordings or team members. However,
you can create an evaluation classification with the same name as an
existing classification for recordings or team members.
evaluation form A document that contains customized questions that gather information
related to your quality measurement program. Evaluation forms let you
answer questions about team member performance and provide feedback
to team members.


Glossary
evaluation plan A method of generating multiple evaluations within Web Access. An

evaluation plan creates the evaluations and delivers the evaluations to the
specified team members.
evaluation scorecard The interactive page where you can perform an evaluation or a completed
evaluation. The information that appears on the scorecard is determined by
the evaluation form that is automatically supplied by the evaluation plan or
manually selected by the evaluator.
example file A tool used by Qfinitis Data Import feature to generate a data import map.
Web Access reads the column names in the example file and allows you to
map those columns to database fields. The example file can be the imported
data file or another file with the same column arrangement.
Explore See Autonomy Explore and HP Explore Cloud.
expression A mathematical statement that defines how Web Access combines

productivity data. They are comprised of data elements combined with
operators and functions. Expressions calculate a value from the values of
the data elements. Later, values combine in productivity templates to
produce a productivity score for the organization.
extension The telephone line extension for a team member being recorded. Web
Access lets you set up recording triggers based on ANI or DNIS extensions.
See Automatic Number Identification (ANI) and Dialed Number
Identification Service (DNIS).
first available dispersion The method used by Web Access to determine the number of daily
evaluations to create or calls to record. Web Access creates evaluations up
to the daily limit or records the first call that meets all the recording plan
parameters and continues recording calls until the plan reaches the daily
limit.
follow on transfer (FOT) Web Access can continue to record calls that are transferred within the
contact center. This feature lets you record an entire call sequence without
interruption. If you do not use Follow on Transfer, Web Access stops
recording when a call transfers.
footer Information that appears at the bottom of all Web Access reports.
friendly name The user-definable column name for CTI UUData.
function A mathematical shortcut procedure used in a productivity formula. You can

use a function such as AVG to find the average for a series of values.


G
generic annotation Lets you type a text annotation to a specific section of a recording. A marker
in the Media Player that indicates the presence of a generic annotation.
global recording plan Specific criteria required to perform quality assurance (QA) recordings for all
available team members.
greatest dispersion Qfinitis method for acquiring the desired number of evaluations or
recordings as evenly as possible over the duration of a plan.
group An organizational unit to which users are assigned. The Qfiniti Configuration
Manager defines groups.
grouping A function that lets you combine list records into sets based on data within
a column. For example, when you can sort a list of evaluation scorecards by
evaluator, the list is divided into multiple sets, with one for each evaluator.
history Information that includes a brief description of a plans activity (beginning

and ending times, and status messages). Applies to agent ROD and
archiving Plans, as well as data import plans.
header Information that appears at the top of all Web Access reports.
HP Explore Cloud Web-based version of Explore.
import files Text files that provide the source for imported data in rows and columns of
data. Each row represents a single import item, such as a single user or
productivity data set. Each column represents the same data field for each
item, separated by a delimiter character such as a comma, tab, or
semicolon.
import map A component of a data import plan that defines how data imported from a
delimited import file relates to fields in your Qfiniti database. You map
columns in the import file to database fields based on the files data type and
structure. You must define at least one import map before you can define a
data import plan.
incomplete evaluation These scorecards have one or more questions that have not been
scorecards answered. A response of Not Applicable counts as an answered question.


Glossary
input mask A keyword style in the form of a template that assigns placeholders where
team members can attach additional information to assigned keywords. For
example, a mask can prompt team members to type Social Security
numbers, product numbers, dates, or phone numbers in particular formats.
Interaction Control Element A real-time compliance and information risk-management Qfiniti module
(ICE) that monitors desktop and web-based interactions for legal risks and privacy
violations.
Interactive Voice Response An IVR distributes recorded information to callers, including messages that
(IVR) recording can help customers locate or provide information without speaking to a team
member. For Intecom switches, Web Access can record IVR activity to
capture more of the customer experience.
iteration The current iteration of a particular plan. When a plan is modified, the
version increments by one. The Current Iteration field on a plan definition
page displays the iteration of the plan that is currently running.
keyboard trigger A screen trigger that starts recordings based on a sequence of keyboard
strokes performed by a team member. If the team member backspaces to
correct an error, Web Access ignores the backspaced keys and can record
based on the final sequence. For example, if you create a trigger for the
word brown and a team member types b-r-i-w, realizes the mistake,
backspaces over i-w and types the word correctly, Web Access begins
recording. However, Web Access does not record if the team member
pastes the word brown.
license Permission for a given number of users to use software.
leave look A preference option that allows a definition page to automatically expand or
collapse sections based on the previous visit to that page.
Live Monitor Part of the Qfiniti Agent Monitor Console that allows supervisors to monitor
and record voice and screen activity during an team members call, and then
to save or to discard the recording.
logging Recording all calls, usually when there is a regulatory requirement. Logging
can occur at the station side or the trunk side.


M
machines The physical computer servers that comprise the Qfiniti system. Each
machine contains Qfiniti server components that determine its purpose.
marker A graphic in the Media Player that shows the presence of an annotation.
mask Customer-sensitive data is recorded and then obscured during playback.

Only users in roles with permission to access masked/muted data can hear
voice and see screen recording. Otherwise, audio is blank and screens
have black rectangles covering the masked information. Compare with
mute.
max record length The longest duration allowed for a recording. The recording stops when this
maximum recording time passes.
Media Player The graphic interface that you access to play recordings and view related
attachments such as annotations and classifications.
min record length The shortest duration for a recording saved by Observe. Observe does not
save recordings that end before the minimum time period passes.
module Qfiniti features are organized into the following licensed modules.
Qfiniti Observe
Qfiniti Expert
Autonomy Explore
Qfiniti Survey
Advise
Interaction Control Element (ICE)
Qfiniti Optimize
Qfiniti Workforce
monitor Allows supervisors to instantly monitor and record voice activity during a
call.
mute Customer-sensitive data is not recorded. No users can access the audio or
screen information in a recording: Audio is blank and screens have black
rectangles covering masked information. Muting occurs in real time during
recording to stop recording audio and screens. Compare with mask.


Glossary
navigation bar An area below the data viewer that lets you navigate among the records to
view information for those records. It contains four buttons (first record,
previous record, next record, and last record) that let you move from one
record to another. The bar also displays general information such as the
index row position of the currently selected record and the total number of
records.
navigation tree Located on the left side of the work space, the navigation tree is similar to
Windows Explorer in that it shows a hierarchical structure that make it easy
to select features and subfeatures. When you select a branch of the tree, its
data appears in the data viewer.
new mode A mode of operation that displays a blank definition page in the work space.
Open it by selecting New. After entering information, select Save.
non-scoring question A question that does not count in scoring. For example, demographic
information can be designated as non-scoring. A questions definition
contains the non-scoring description.
not applicable (N/A) A question or performance area that does not apply to the team member
under evaluation. The evaluator designates questions or performance areas
as not applicable.
notes Text comments applied directly to questions and performance areas within
evaluation scorecards.
notification An e-mail message that Web Access sends to a designated team member.
Observe Qfiniti module that delivers voice and screen recording for compliance, risk
management, and quality assurance, all from a single solution.
observe mode Determines how Qfiniti identifies and monitors call information. You can
select from the following observe mode options: Team Member ID,
Extension, or Position ID (PID).
observe string A telephone keypad sequence that Qfiniti dials to begin a service observe.
If it is used, you can obtain the observe string from your switch administrator.
operator A symbol that performs a mathematical operation in an expression such as

+, , *, /. See expression and function.


P
organization Reflects the organizational structure of your company; made up of teams

and team members.
owner A team member who has authorization to access other team members in a
team. A single team can have multiple owners.
parsing template Automatically configures column data and delimiter settings to import data.
They support several common productivity and workforce management
applications.
password A user-defined word or code used to gain access to Web Access.
Payment Card Industry Security standards council whose standards relate to encrypting data and
(PCI) the use of masking and muting (see mute) for recorded customer-sensitive
data.
performance area A set of questions related to a certain area of job performance. Performance
areas are assigned to evaluation forms to organize the order and grouping
of questions.
permissions The assigned role permissions determine which features are available to
each team member (see Permissions on page 621). The available
permissions depend on having licensed the appropriate Web Access
features.
Phone Player Web Access feature that lets you use a touchtone telephone to access
audio (voice) recordings.
plans Sets of parameters that comprehensively automate the calculation of

productivity scores, creation of evaluations, and recording of calls.
position identifier (PID) Identification used by Nortel switches to identify telephones used only for
incoming calls.
post-release delay The minimum number of seconds after releasing a line that Web Access
waits before it can begin a new service observe on the same line. For
Intecom switches, the post-release delay must be 2.
predefined classification A set of closely associated classifying values grouped within a single
classification.
preference User-defined settings that determine the behavior or appearance of

evaluations, recordings, or Live Monitor.


Glossary
prerequisite Setting or condition that must be met before further action can be taken.
Also see permissions.
private branch exchange An enterprise telephone system that allows all team members to share a
(PBX) reduced number of external phone lines by transferring calls on local lines
between team members.
productivity Represents the quantity of work performed by a team member. Within Web
Access, productivity data is a numerical value assigned to a team member
for a specific date. Productivity plans apply productivity formulas to these
values to calculate a productivity score.
productivity element A label that communicate the meaning of productivity data numerical values
stored in Web Access. You can create productivity elements for any
productivity data tracked by your organization. Web Access uses
productivity elements as variables in expressions to calculate and
aggregate productivity scores for team members.
productivity formula Mathematical statements that define the relationship between areas of
measured productivity. For example, productivity data for the number of
calls taken and the number of hours worked can be used in an expression
that calculates the number of calls taken per hour worked.
productivity plan A set of parameters, including productivity formulas, used to calculate

productivity scores.
productivity template A set of productivity formulas that calculates productivity scores. These
productivity formulas focus on team member productivity goals as defined
by your organization.
prompts Custom audio files that provide options for users of the Qfiniti Phone Player.
Prompts can be recorded for users and classifications. When users access
Web Access through the Phone Player, they can use the prompts to
navigate to the desired recording.
publish Publishing makes items such as courses, questions, performance areas,

evaluation forms, auto-classification rules; recording, archiving, and aging
schedules; data import plans, and surveys (including web surveys) available
for use.
Qfiniti Advise A Qfiniti module that is related to defining quality and productivity
measurements using evaluations of team members.


Q
Qfiniti Agent Monitor A Qfiniti component that allows team members to access limited Web
Access functions. It is only available to team members if it is installed and
configured to appear.
Qfiniti Authentication Requires team members to type a Web Access login ID and password. Your
login method is determined during Web Access installation. Web Access
authentication may provide more security than using Windows
authentication.
Qfiniti Expert Qfinitis fully-integrated eLearning (electronically-delivered courses and

learning.) module that delivers targeted training to agents. Users can
schedule training modules and monitor agents performance through Web
Access.
Qfiniti ICE See Interaction Control Element (ICE).
Qfiniti Observe A set of features (module) related to recording mechanisms for screen and
voice.
Qfiniti Optimize A module of Qfiniti that performs Desktop Analytics.
Qfiniti Survey A set of features (module) related to measuring customer satisfaction.
Qfiniti Workforce A module of Qfiniti that performs forecasting and team member scheduling.
quality measurement Indicates how well team members perform their duties. For example, a
quality score is based on how well the team member answers caller
questions.
quality assurance (QA) A recording method that records calls selectively to collect a representative
sample of calls. This method provides a useful set of recordings without
requiring the significant resources of a logging environment.
query A function that lets you set search parameters for evaluations or recordings
to that only the desired data returns to you.
question Questions collect quality data to measure a team members overall quality
score. Evaluators answer each question according to observations of a
team members performance. As they answer each question, Web Access
calculates performance area and evaluation scores. Additionally,
non-scoring questions can provide demographic information for evaluations
without affecting the evaluation score. See non-scoring question.


Glossary
queue Intecom switches let team members log into specific queues, which are
defined for each CTI server and assigned to the team members. You can
apply recording plans to specific queues. Create a queue in Cross-System
Equipment and assign to users in the Users section.
quick entry A user preference in which a new definition page opens for the selected
function after you select Save. This feature aids you in defining multiple
records in succession without having to select New. See new mode.
quick find Locates items within the View list for the currently selected module. Quick
Find is available for lists throughout Web Access. As you type in the Quick
Find box, Web Access filters the lists dynamically.
radio button An option button. Within a set of radio buttons, you can select one option.
record on demand (ROD) A Qfiniti feature that allows supervisors (through SROD) or team members
(through AROD) to immediately record voice and screen activity for a
current call.
recording A captured interaction between a team member and a customer. Voice-only

recordings capture the telephone conversation (audio). Screen-only
recordings capture the screen activity on the team members computer.
Voice-and-screen recordings capture both the telephone conversation and
the team members screen activity. Recordings are available for playback
through the Media Player. Optional encryption makes the recording
unplayable outside the Qfiniti system.
recorder machine Machine used by Qfiniti for recording. This machine contains Virtual
Recording Machine (VRM) definitions that manage internal recording
functions.
recording plan The main method that Qfiniti uses to produce recordings of team
member-customer interactions. You define parameters for the plan, and
Qfiniti automatically schedules and records team members to complete the
plan successfully. Also see record on demand (ROD), recording priority,
global recording plan, and user recording plan.


R
recording priority Qfiniti prioritizes system-wide recording capabilities to ensure correct

management of recordings. Qfiniti designates the recording method based
on the following priorities.
1. Agent Record on Demand (AROD) allows team members to start voice
and screen recordings from the Qfiniti Agent Monitor.
2. Supervisor Record on Demand (SROD) allows supervisors to start
voice and screen recordings from the Performance Manager. This
includes monitor recordings, which allow supervisors to monitor and
record calls as they occur.
3. Global Recording Plans target your entire organization for recording.
4. User Recording Plans target individual team members for recording.
recording template Controls the resources that Qfiniti allocates for recordings. Typical settings
include the CTI or desktop event that starts a recording, minimum and
maximum length of recordings, the plan type, the maximum number of
recordings in a row, and the allowable wrap-up time.
recording trigger Identifies call information or desktop events that start recording. Web
Access monitors system activity for voice and screen triggers and starts
recordings when a match occurs. You can create two types of triggers that
start recordings: voice trigger (includes ANI trigger, DNIS trigger, and
UUData trigger), application trigger, keyboard trigger, and UUData trigger.
records Individual collections of data that appear in the data viewer when you select
a feature on the navigation tree. For example, if you select Roles, a list of
defined roles appears in the data viewer. Each role is a record for the set of
roles.
redact To obscure text or audio from a document or recording. Redaction serves to

protect customer-sensitive information from compromise. It has two forms:
mask and mute. They operate based on the screen activity of users.
relative weight A percentage value that indicates the relative importance of a question
when Web Access calculates a performance area score. A standard
question without special emphasis has a relative weight of one (1.0).
Release key The telephone key number that releases a service observe line.
reorganization The process of moving groups and changing group assignments for many
users at a time. Web Access lets owners reorganize users and groups from
the Teams > Group definition page.
report A summary of available data compiled into a single document. Web Access
lets you select the parameters for data to include in each report. Web
Access also has standard reports for each of its components.


Glossary
role A collection of permissions assigned to a team member as part of the user

definition. The available permissions depend on the features your
organization licensed.
scalability A Web Access feature that lets you distribute screen recording over several
machines so that Web Access can manage its resources efficiently.
screen annotation Notes attached to individual screen images from screen recordings. Web
Access creates a bitmap image from the screen recording at the point where
the annotation is applied. You can then modify the screen as desired to add
information by using a bitmap editor, such as Microsoft Paint.
screen masking A data security feature that lets you define where sensitive data is on a
screen capture based on typing data into those fields and when to mute the
call recording so this data is not repeated and or displayed during the
playback of the recording. The configuration is in Qfiniti ICE.
screen recording Team member screen activity captured during a telephone conversation
with a customer.
screen template Controls the length of recordings for screen recordings of team
member-customer interactions. You can define maximum lengths and
wrap-up times for recordings. These recording characteristics control the
resources that Web Access allocates to each recording session.
search A function that locates specific items within Web Access based on specific
criteria. This enables Web Access to display only the desired items for easy
access.
service observe A period of time during which Web Access monitors a team members
extension. If Web Access detects a call that qualifies for an active and
loaded recording plan, it begins recording.
software component A system application that performs all of then Qfiniti internal functions.
Collectively, components determine the purpose and function of each
machine in a Qfiniti system.
sort The order that records appear in from top to bottom of a column in the
Recordings or Evaluation page.
standard classifications Simple, independent labels for team members, recordings, or evaluations.
subscription A subscription to an alert defines who receives the alert.


T
supervisor ROD A recording on demand (ROD) function that allows a supervisor to record
voice and screen activity during a call using the Agent Viewer interface.
survey An automated customer satisfaction survey that is initiated at the completion

of a call. The survey responses can be directly linked to a call in the Web
Access system. Also see Qfiniti Survey module.
switch Telephony equipment that can automatically answer calls, place them in
queues, play recorded announcements, and transfer the calls to team
members. Also see automatic call distributor (ACD).
system settings User-defined, systemwide parameters that include report headers and
footers, licensed features, and security configuration settings.
system type Determines the specific Qfiniti components present in a system. A system
configuration can be defined to be one or all of the system types, depending
on which features your organization licensed.
Observe voice recording with CTI enables the system the perform
recordings with CTI events. Runs recording, archiving, and aging plans.
Screen recording enables the system to perform screen recordings.
Advise enables the system to run productivity and evaluation plans.
target value The value that is expected for a question or productivity formula. This value
can be used for auto-answering questions in an evaluation.
team Organizational unit comprised of Web Access team members.
team member A person in an organization who interacts directly with your customers. Web
Access records telephone calls between team members and customers so
that you can play and evaluate the calls.
text box A place where you can type text, such as in a dialog box or as an answer to
a question in an evaluation.
time format Time format is controlled by regional settings. Use hh, mm, and ss within the
formats. See date format.
toolbar An area in the work space that lets you perform tasks related to the current
type of data. It contains several buttons that let you add, edit, or delete
evaluations, or attach and detach an evaluation from a recording.
trigger See recording trigger.


Glossary
trigger value A specific, defined value in Qfiniti Configuration that lets you search for
specific recordings were started by the trigger.
user Often means team member. An individual defined in Web Access who
performs actions or has actions performed on them. The users ability to
access Web Access functions depends on the assigned role. In Web
Access, users are organized into Teams. A user who is an owner of a team
can perform various tasks related to the team members, such as assigning
a course, performing an evaluation, and so forth.
user data UUData (user-usable data) that has been attached to a recording. You can
search for specific recordings based on UUData. UUData can be assigned
a user-friendly name. See friendly name.
user-defined classification A classification that requires information from the team member who applies
the classification. An input mask lets you define the required user input.
user recording plan A set of criteria required to perform quality assurance (QA) recordings for
specified team members. Qfiniti produces recordings based on the plan only
when the team member logs into the switch (for voice recording) or logs into
Qfiniti Agent Monitor (for screen recordings).
UUData (user-to-user data) If your contact center uses computer telephony integration (CTI), Observe
collects and attaches information about events that occur in each call, such
as hold time, a transfer, or who disconnected first. UUData functions like an
attachment, but data is supplied through CTI. It is a 256-character,
user-modifiable stream attached to CTI events (call events) that may
contain useful information about the call. Since it is user-defined, it can
contain information such as account number, credit card number, social
security number, or phone number.
UUData name Refers to the name of the name/value pair of information passed in the
UUData stream.
UUData value Refers to the value of the name/value pair of information passed in the
UUData stream.
UUData stream Refers to the stream of all name/value pairs in UUData.
UUData trigger A voice trigger that starts a recording based on data attached to recordings
by the ACD or other call-handling equipment.


V
version number A characteristic of questions, performance areas, and evaluation forms that
tracks modifications. For example, if you modify a question, the version
number increases by one. Version numbers also increase when an
assigned item is modified. For example, if you modify a question, the version
number for any performance areas to which the question is assigned also
increases by one.
view list The work space area that displays items for a Web Access feature. Items
are laid out in a grid format made up of rows and columns. When you create
a new item or edit an existing item, a definition page replaces the view list.
virtual recording machine A logical group of telephone lines used for recording purposes.
(VRM)
voice annotation A voice recording attached to a call to provide additional information about
the call. These recordings play back separately from the call recording.
voice recording Team member telephone activity captured during a conversation with a
customer.
voice template Controls the number and length of voice recordings of team
member-customer interactions. These recording characteristics control the
resources that Web Access allocates to each recording session.
voice trigger Call-related data that starts a recording. Web Access monitors incoming
calls and starts recordings when a match occurs. You can create two types
of voice triggers that start recordings: ANI trigger and UUData trigger.
weight See relative weight.
weighted question These questions have a multiplication factor that increases or decreases
their relative importance to an overall evaluation score.
Windows authentication Automatically logs team members in to Web Access when they log in to
Windows. Your login method is determined during Web Access installation.
Windows authentication may be less secure than Web Access
authentication.
workforce management Scheduling information that determines when Web Access can perform
data (WDM) recordings. This includes shift start and end times for a particular date and
a set of exceptions for that time period. Exceptions can include breaks for
meals and meetings.


Glossary
work space The main area of Web Access where you perform most functions. It contains
the navigation tree, toolbar, and data viewer or definition page.
wrap-up time The number of seconds a team member has to complete data input after
completing a call. For example, a team member might type a summary of
the call after the customer hangs up. This allows Web Access to record the
call-related data even though the data was entered after the call ends.
Yes/No An answer type that contains two radio buttons: one for a Yes answer and
one for a No answer.


Index
Symbols Advise 651, 664
age of file 514
) AND ( Boolean operator 476
agent 651
) OR ( Boolean operator 476
camp on 290
% complete 119, 120
ID 442, 463
09 sort 254, 403
-initiated survey 441, 455
90 sort 254, 403
Live Monitor 162
ROD 651
A unknown 533
access groups agent activity, record or monitor 288
create 198 agent ID 486
delete 205, 213 Agent Monitor 665, 670
modify 205 Console 651
new definition page 73 agent name 486
permissions 198 Agent Record On Demand 611
accessing Agent ROD 667
calls in Phone Player 288 description 156, 157
acknowledge evaluation 341, 345, 347 example 520
acknowledged receipt of scorecard 395 recording priority 156, 157
actual number aging 513, 651
evaluations completed 117 by classification 515, 520
self-evaluations 112 by file type 520
add by recording age 521
criteria to report filter 552 define schedules 535 538
filter to a schedule 550 delete schedules 528, 540
filters 530, 550 description 513
notes 405, 406 frequency 518
quick notes to scorecards 408 guidelines 518
recordings to play list 270 history 540
roles 176 prerequisites 515
web survey 469 schedules 513, 514
advanced delete 539
trigger expression 241 description 515
view 651 duration 518
Advanced Encryption Standard (AES) 657 multiple 521


Index
prerequisites 515 program 239

publish 538, 664 triggers 652
recording 519 apply button 122
surveys 443, 513 archive
time 519 define schedules 522
Alarm Manager 651 folders 514
alarms manage 541, 545
bomb threat 630 permissions 541
emergency recording 630 path 523
alerts recordings 652
subscription 651 relocation 543
aliases 294, 651 schedules 513, 514, 527
Phone Player login 288 description 514
all recording files, views of 247 duration 518
analytics data 353 manage archive folders 541
AND Boolean operator 476 multiple 521
AND query 532 prerequisites 515
ANI 238, 239, 241, 442, 486 publish 664
triggers 651 recording 519
annotations 652 start 527
evaluation 657 stop 527
generic 659 Archive Manager 515
scorecards 404 archiving 513, 652
screen 668 by classification 515, 520
voice 671 by file type 520
anonymity 282, 396, 652 by recording age 521
scorecard 349 copy files 533
anonymous training calls 283 delete schedules 528, 540
answer 652 description 513
auto 344 frequency 518
best 653 guidelines 518
guidelines 316 history 526, 528
label details report 567 multihop 543
naming conventions 316 play archived files 534
score ranges 316 prerequisites 515
templates 652 storage capacity 519
create 316 surveys 443, 513
delete 319, 320 targeted 519
types 672 time 519
yes/no 316 area code 239
answer label details report 567 arithmetic mean 562
application AROD 156, 611, 667


B
permissions 157 evaluator report 567, 568

ascending order 254, 403 team member report 568
assign team member with recordings report 568
classifications to recordings 282 team report 568
assign roles 186 team rollup (weighted) report 568
assigned until 103 score 113, 116
assignments 352, 373 for each question 116
associations 652 AZ sort 254, 403
attach recording to scorecard 401, 412
attachments 249, 394, 486 B
attributes 523, 652
basic search 653
audio compression 523
basic views 124, 247, 653
audit
shared 648
configuration report 564
beginning text 471
evaluations report 565
best answers 324, 653
recordings report 565
question or evaluation area 326
teams report 565
bomb threat alert 630
authentication 653
permission 178
Qfiniti 665
Boolean operators 476
Windows 653, 671
) AND ( 476
auto-answer 344
) OR ( 476
question & answer sets 326
AND 476
questions 340
OR 476
auto-answer questions 653
breadcrumb trail 66, 356
autoassignment 644
brown markers 274
course 426
browser 653
autoclassification 493, 507
business process owner (BPO) 578
define a rule 508
busy repeat max 654
permissions 631
buttons
rules 664
apply 122
schedule 284
delete 73, 259, 263, 559
autodialers 159
new 73
auto-fail
open 73
question or evaluation area 326
questions 340, 344, 653
report 567 C
AutoFill 208 cache 654
automatic call distributor (ACD) 653 calibration call 352
automatic number identification (ANI) 653 call
Autonomy Explore 574, 653 data 238, 239, 242
average 562 direction 239, 249
quality by inbound 239


Index
outbound 239 styles 492

search 257 summary report 564
unknown 239 survey 95
logging 654 team member 72
recording metadata 353 training call 282, 652
calls in a row 654 mask & mute 282
camp on agent 290 user-defined 492, 497, 654, 670
cancel Live Monitor 160 view 504
cancel supervisor-started recordings 161 classify
capacity, storage 120 autoclassify recordings 284
change password 64 recordings 248, 282
channel number search 257 multiple 507
channel process 654 single 505
channels scorecards 399, 401
analytics 96 team members 192
check box 654 close play list 272
checkpoint accuracy closed date (web survey) 468
team comparison report 568 codec, GSM 523
trend by evaluator report 568 columns
trend by team report 569 count 654
classifications 157, 514, 520, 654 mapping 655
aging 515, 520 viewable 628
archiving 515, 520 comparison operators 258, 388
assign to a recording 282 comparisons 655
-based scoring 345 complete
define 493 evaluation scorecards 348
delete 502 completed
description 491 course 103
description search 257 surveys 443
evaluation 84, 657 compliance 97, 575
question 345 recordings 513
graphic size 345 components 53, 668
input masks 498 computer telephony integration (CTI) 655
modify 501 configure
name 250 Interaction Control Element (ICE) permission
number of 250, 395 648
post-classification 157 VRM 216
predefined 492, 499, 654, 663 connection ID 250
recording 77 consent, dual 161
recording schedule 216 contact center 655
scorecard 82 contains (operator) 144
standard 492, 654, 668 continuous


D
recording 611, 655 plus previous 12 months recording files

controls views 247
fast-forward 270 recording files views 246
mute 270 week 145
pause 270 recording files views 246
play 270 year recording files views 247
previous 270 custom views 124, 151
rewind 270 cycle, evaluation 352
schedule web survey 474
seek 270 D
stop 270
dashboard 67, 109
volume 270
data
corporate values in question scoring 345
calls 238, 239
courses
elements 655
auto assign 426
record 656
description 422
viewer 656
my courses panel 111
data import 293, 656
name 103
data files 656
publish 417, 664
delimiters 293
type 103
description 293
create
guidelines 295
access group 198
maps 293, 656
anonymous training recording 283
plans 296, 656
answer templates 316
define team members 297
evaluation forms 336
delete 304
description 296
recordings 160
modify 303
recordings filter 203
publish 303, 664
report schedule 553
schedule types 302
report snapshot 549
view 296
roles 176
recordings 294
scorecards 397
team member authentication 295
criteria views 75
team members 294
cross-system equipment 655
workforce management 671
CTI 454, 655
database 655
markers, system event 273
date 250, 271
server 655
closed (web survey) 468
CTI transactions
end for web survey 471
ANI digits search 257
format 656
DNIS digits search 257
Live Monitor 162
current
range 558
month 145
relative 145


Index
searches 144 dispersion methods 657

start for web survey 471 first available 658
survey 463, 486 greatest dispersion 659
dedicated recording link 159 display scores 344
define DNIS 159, 238, 239, 241, 442, 463, 486, 656
aging schedules 535 538 inbound 440, 454
archive schedules 522 triggers 657
classifications 493 drill-down 657
performance areas 328 drill-down reports 562
team members drop-down list 318, 657
data import plans 297 dual consent 161
definition pages 73, 656 duration
delete recording 250
access group 205, 213 search transaction recording 258
aging schedules 528, 539, 540 dynamic filter 126
answer templates 319, 320 dynamic views 657
archiving schedules 528, 540 create 125
button 73, 259, 263, 559 description 125
classifications 502 permissions 648
data import plans 304 recordings to target 628
evaluation forms 342 restricted columns 184
filters 532 shared 152, 648
Live Monitor recordings 162
notes 409 E
performance areas 333
edit
questions 327
box 318
quick notes 409
filter to a schedule 551
recording
scorecards 400
from play list 272
elements, productivity 664
e-mail 662
report filter 552
address 294
report schedule 559
without survey 479
report snapshot 550
emergency recording 178
roles 185
permission 178
scorecards 401, 402
encryption 266, 274, 657
trigger 241
end date
views 259, 263
none 471
delimiters 656
web survey 471
data import 293
ending text 471
descending order 254, 403
equal to (operator) 144
description 122
equipment, cross-system 655
dialed number identification service (DNIS) 656
evaluation


F
acknowledgement 345, 347 evaluation plan

required 341 schedule 384
annotations 274, 657 schedule view 358
assignments 352, 373 evaluations
calibration call 352 form 112, 395
calibration report 569 member 397, 398
classification graphic size 345 self 397, 398
classifications 84, 657 actual number 112
comments report 570 target number 112
cycle 352 what to complete
forms 313, 334, 470, 657 my overview 111
create 336 team 116
delete 342 what to perform 180
guidelines 335 evaluator 113
modify 341 calibration report 569
naming conventions 335 name 394
performance areas 327 example file 658
publish 664 exchange 239
report 571 Expert 665
template report 571 assignments by team member report 565
version numbers 336 assignments by team report 565
marker 276 courses report 565
period 144 reports 565
plan schedule 352, 379, 384 team member transcript report 565
plans 658, 663 expiration
question classifications 345 date 347
scorecards 314, 412, 655, 658 evaluation scorecard 345, 347
answer label details report 567 Explore 653, 658
answer label summary report 567 Autonomy 574
auto-fail HP 574
report 567 export recordings 267
average quality by evaluator report 567 expressions 658
complete 348 extension search 257
expiration 345, 347 extensions 239, 311, 658, 662
incomplete 348, 659
questions 314 F
show
fast-forward control 270
auto-answer 340
features 440
auto-fail 340, 344
fields, searchable 247
question weights 340
files
type 395
age 514
evaluation comments report 570
archives 533, 536


Index
play 534 plans 659, 667

size 524 schedules
copy 533 description 156
data import 656, 659 recording priority 156
example 658 global schedules 70
import data 293 greater than (operator) 144
play archived 534 greater than or equal to (operator) 144
type 514 greatest dispersion method 659
aging 520 group recordings by column 254
archiving 520 grouping 659
filters 628 groups 659
add 530 GSM codec 523
add criteria 552 guidelines
add for reports 550 aging 518
delete 532 answers 316
description 529 archiving 518
report 550, 551 data import 295
Survey 530 evaluation forms 335
find, quick 666 performance areas 328
first available dispersion method 658 questions 316
follow-on-transfer (FOT) 275, 658 roles 176
load segments for playback 267 web surveys 467
record 611
footer 269, 658 H
format
header 66, 107, 659
date 656
media player 269
for reports 554
help 105
time 669
hide
forms, evaluation 112, 395, 470, 657
all notes 401, 410
formulas, productivity 664
notes 406, 409
FOT 611
high recording volume 518
friendly name 658
highest scoring
fields 242
quality question 115
full
questions 112
ANI 239
history 659
full-time screen recording schedule 222
archiving 526, 528
functions 658
HP Explore 574
G
I
generic annotations 659
ICE 97, 282, 575
global features 101
ID
global recording


K
agent 442, 463, 486 triggers 660

connection 250
login 63, 305, 653, 654 L
Qfiniti 665
last 10 scorecards
Windows 547
my overview 113
originating trunk 239
my team 116
position 310, 662, 663
last modified 395
team member 662
last played by 250
user 294
leave look 660
import
less than (operator) 144
data 293, 656
less than or equal to (operator) 144
files 293
licenses 70, 119, 660
import plans 296
status 119
define team member data import plans 297
used/total 119
delete data import plans 304
Live Monitor 660
delimiters 293
agent 162
files 659
cancel 160
map 659
date 162
modify data import plans 303
delete recordings 162
publish data import plans 303
description 156
recordings data 294
Player 162
schedule
player 162
data imports 302
recordings 158
team members 294, 305
session stops 161
view data import plans 296
supervisor 611
import system type 524
time 162
inbound
with VoIP 159
call direction 239
load follow on transfer (FOT) segments of a recording
DNIS 454
267
incomplete evaluation scorecards 348, 659
log in 62
input masks 492, 498, 660
log out 107
instant feedback 441
logging 660
Interaction Control Element (ICE) 274, 648, 660
call 654
interaction types 353
multi-system 226
interactive voice response (IVR) 660
station-side 159
Internet browser 653
trunk-side 159
iteration 660
login
IVR 660
ID 63, 305, 653, 654
Qfiniti 665
K Windows 547
key, release 667 undefined ID 547
keyboard 239 long-term storage media 515, 519


Index
low recording volume 518 name search 257

lowest scoring quality questions 112, 115 message body 479
methods
M dispersion 657
encryption 657
machine name 120
first available dispersion 658
machines 661
greatest dispersion 659
recorder 666
min record length 661
make scorecard available for review 401, 402
minimum free space 524
manage archive folders 541 545
mismatched media 519
map
modes
columns 655
mode 1 440, 441
data import 656
mode 2 441
import 659
mode 3 441
markers 273, 661
new 662
brown 274
observe 662
CTI 273
quick entry 666
evaluation 274, 276
modify
mute 274
access group 205
screen annotation 274
classifications 501
text 273
data import plans 303
unmute 274
evaluation forms 341
voice mute 265
yellow 274
question & answer set 326
mask data 275
questions 326
masks 661
input 492, 498, 660
report schedule 553
screen 668
roles 184
matches (operator) 144
modules 53, 119, 661
max record length 661
Advise 651
mean 562
Expert 665
measurements, quality 665
Explore 653, 658
media
licenses 70, 119
capacity 519, 524
Observe 662
mismatched 519
survey 665
offline 518
monitor 661
types 524
agent
Media Player 76, 248, 265, 661
calls/screens 288
classify recordings 282
agent activity 288
description 76
move a column 254
markers 273
multichannel analytics 96
member
multihop archiving 543
evaluation 397, 398


N
multiple archive and aging schedules 521 definition pages 73

multiple choice answer 446 access groups 73
multi-system users 73
agent viewer 132 mode 662
logging 226 password 65
multi-tenant support 105 Next Call feature 290
SROD 157 no end date 471
mute 661 non-scoring question 326, 662
control 270 not applicable 662
markers 274 not equal to (operator) 144
muted data 275 notes
my courses panel 111 add 405, 406
my evaluations to complete 111 delete 409
my last 10 scorecards 113 hide 406, 409
my overview panels 110 hide all 401, 410
my quality question summary 112 quick notes 407
my team scorecard 662
last 10 scorecards 116 show 409
surveys 116 show all 401, 410
notifications 662
N number
actual 117
N/A 662
of actual self-evaluations 112
name
of classifications 250, 395
classification 250
of recordings 112
course 103
recordings 117, 395
evaluator 394
target 117
machine 120
panels 122
O
scorecard 395
survey 463, 486 Observe 120, 662, 665
team 395 reports 571
team member 394 status 70, 101
template 116 observe
-value pair 670 mode 662
navigate string 662
Qfiniti Web Access 65 offline media 518
recordings 76 online help 105
navigation online source 534
bar 662 open
tree 662 button 73
new recordings 275
button 73 report snapshot 549


Index
scorecard 401 overview 67, 109

scorecard report 559 product license status 119
operator 662 quality question summary 112
contains 144 team 115
equal to 144 team member schedules 119
greater than 144 what evaluations to complete
greater than or equal to 144 my overview 111
less than 144 team 116
less than or equal to 144 paperclip 394
matches 144 parsing templates 663
not equal to 144 password 64
starts-with 144 change 64
operators 388 new 65
comparison 258 reset for Qfiniti Workforce 582
option buttons 666 passwords 653, 654, 663, 665
OR Boolean operator 476 pause control 270
OR query 532 Payment Card Industry (PCI)
order Data Security Standards 274
ascending 254, 403 encryption 274
descending 254, 403 PBX 664
organization 663 PCI encryption 657
originating trunk ID 239 percent complete 119, 120
outbound call direction 239 performance areas 327, 663
overview define 328
my overview 110 delete 333
panels 67, 109 evaluation forms 327
product license status 70, 119 guidelines 328
team 114 modify 332
Overview panel 180 not applicable 662
owner 158, 663 publish 664
report 571
P version numbers 326, 332, 336, 341
view 333
pages, definition 656
permissions 157, 158, 275, 663
panels 67
access groups 198
last 10 scorecards
archive & aging schedules 515
my overview 113
archive folders 541
team 116
AROD 157
my courses 111
bomb threat alert 178
my overview 110
cancel supervisor-started recordings 161
my teams surveys 116
details 176, 621
name 122
emergency recording 630
Observe system status 101


P
report 564 post-classification 157

ROD 158 post-release delay 663
Survey archiving schedules 542 predefined classifications 492, 499, 654, 663
phone number 294 preferences 663
Phone Player 288, 663 prerequisites 664
accessing calls 288 aging schedules 515
Phone Player Login alias 288 archive schedules 515
PID 310, 662, 663 manage archive folders 541
pie chart 116 play back recordings 265
pitch 652 recording schedules 216
plan schedule 352 web surveys 467
plan type 251 previous
plans 663 12 calendar months recording files
data import 296, 656 views 247
evaluation 658, 663 control 270
productivity 664 month 145
recording 663, 666 month recording files
global 659, 667 views 247
user 670 week recording files
play 248 views 246
archived files 534 year recording files
recording in play list 272 views 247
recordings 76, 266 priority 156
prerequisites 265 recording 667
play list 269 private branch exchange (PBX) 664
add recordings to 270 product 119
close 272 license status 70, 119
delete recording from 272 productivity 663, 664
play a recording 272 elements 664
remove recording 269 formulas 664
save 268 plans 663, 664
playback templates 664
speed 269 program 239
played by application 239
last name prompts 664
search 257 publish 664
name search 257 aging schedules 538, 664
played status 251 archive schedules 664
player 265 courses 664
Live Monitor 162 data import plans 303, 664
Media Player 248 evaluation forms 664
position ID 310, 311, 662, 663 question & answer set 325


Index
questions 664 query 665

recordings 664 AND 532
surveys 664 OR 532
Web Surveys 480 question & answer set
published 395 auto-answer score 326
courses 417 auto-fail question or evaluation area 326
scorecards 401 best answer 326
create 321
Q modify 326
name 325
QA 665
published 325
Qfiniti
style 325
Advise 651, 664
target answer 326
Agent Monitor 665, 670
version 325
Agent Monitor Console 651
view 325
authentication 665
questions 443, 665
Expert 665
auto-answer 653
Explore 653, 658
auto-fail 653
File Service (QFS) 266
best answer 324
ICE 274
classifications 345
Interaction Control Element (ICE) 97, 575
delete 327
configuring 648
evaluation scorecards 314
login ID 665
guidelines 316
Media Player 661
highest scoring 112
modules 661
lowest scoring 112
Observe 662, 665
modify 326
Survey 665
naming conventions 316
Web Access 65
non-scoring 326, 662
Workforce
not applicable 662
password reset 582
Qfiniti Interaction Control Element (ICE) 660
publish 664
quality
quality
assurance 665
highest scoring 115
highest scoring questions 115
lowest scoring 115
lowest scoring questions 115
relative weight 314
measurements 313, 665
scoring & weighting 316
question summary 112, 115
target score 314
panel 112
version numbers 336
report 569
weighted 326, 671
team 115
weights 340
recordings 513
queue split skill 239
report 569
queues 666
score 395


R
quick templates 216

entry mode 666 user 216
find 105, 123, 666 virtual recording machine (VRM) 216
notes 407 Workforce Management data 216
add to scorecard 408 screen 269
delete 409 stats
by team member report 572
R by team report 572
templates 667
radio buttons 318, 666
triggers 667
range of dates 558
volume 518
record
recordings 119, 120, 666
agent activity 288
aging 521
handling 302
anonymous training call 283
length 661
archive 652
Record On Demand 156, 666
assign classifications 282
Agent 156, 157, 611
associate with scorecards 412
example 520
classify 248, 282
by name 257
multiple 507
recordings 158
single 505
Supervisor 156, 157, 288
compliance 513
record on demand
continuous 655
supervisor 612
creating 160
recorder machines 666
data import 294
recording
emergency 178
classification 77
export 267
continuous 611
filter
duration 250
create 203
on demand
delete 204
agent 651
modify 203
supervisor 669
group by column 254
plans 663, 666, 667
in past hour 120
global 659
Live Monitor 158
name search 257
delete 162
type 257
load follow-on-transfer (FOT) segments 267
user 667, 670
move a column 254
schedules
navigate 76
aging 519
number 112, 117, 395
archive 519
open 275
classifications 216
play back 76, 266
description 77, 215
play in play list 272
prerequisites 216
prerequisites for playback 265
system components 216


Index
priority 667 audit

Agent Record On Demand 156, 157 configuration 564
global recording schedules 156 evaluations 565
Supervisor Record On Demand 156, 157 recordings 565
publish 664 teams 565
quality 513 average quality by team 568
Record On Demand 158 average quality by team member 568
remove from play list 269 average quality by team member with recordings
reorder columns 254 568
schedules 160 average quality by team rollup (weighted) 568
global 156 checkpoint accuracy
screen 668 team comparison 568
sort 75 trend by evaluator 568
targeted 628 trend by team 569
types classification summary 564
screen 160 description 442
voice 160 drill-down 562
voice and screen 160 evaluation
views 246, 247 calibration 569
voice 158, 671 comments 570
voice-and-screen 158 form 571
records 667 form templates 571
data 656 evaluation comments 570
redact 667 evaluator calibration 569
relative date 144, 145 Expert 565
relative weight 667 assignments by team 565
release key 667 assignments by team member 565
remove recording from play list 269 courses 565
reorder columns 254 team member transcript 565
reorganization 667 Observe 571
report performance areas 571
destination 555 permissions 564
filters quality question summary 569
delete 552 recording
formats 554 stats by team 572
schedule 553 stats by team member 572
create 553 scorecards
delete 559 answer label details 567
modify 553 answer label summary 567
scorecard 401 auto-fail report 567
snapshots 548 average quality by evaluator 567
reports 547, 667 average quality by evaluator with recordings
568


S
standard 562 delete 185

Survey 565 guidelines 176
call detail 566 modify 184
call summary 566 permissions 176, 621
definition 566 view 186
detail 565 rows, sort 104
summary 565 running totals in scorecards 344
team detail 566
team member detail 566 S
team member summary 566
save play list 268
team summary 566
scalability 668
trigger summary 566
scale to fit 269
system settings 563
schedule controls 474
team assignment summary 564
schedules
team member
add report filter 550
quality summary 569
aging 513, 514
recordings 572
archive 513, 514, 527
summary 564
autoclassification 284
team members without evaluations 564
create 553
team recording details by member 572
data imports 302
trend analysis by
delete 559
evaluation 570
edit filter 551
evaluator 570
for reports 553
question 570
full-time screen recording 222
team 570
global 70
team member 570
modify 553
trunk-side logging 572
recording 77, 160, 215
sub 572
system recording 234
web survey
team members 70, 119
details 466, 571
WFM 294
summary 466, 571
scorecard
require evaluation acknowledgement 341, 345, 347
acknowledged receipt 395
restrict access to searchable fields 181, 247
classification 82
restricted columns in dynamic view 184
status 395
review scorecards 403
scorecards 314, 655, 658
rewind control 270
annotations 404
ROD 666, 667
anonymity 349
permissions 158
attach recording 401
ROD by name search 257
average quality by evaluator with recordings
roles 175, 668
report 568
add 176
classify 399, 401
assign 186
complete 348


Index
create 397 played by last name 257

delete 401, 402 played by name 257
detail 346 recording plan name 257
edit 400 ROD by name 257
expiration 347 system classification name 257
include running totals 344 transaction classification data value 257
incomplete 348, 659 transaction last activity 258
make available 402 transaction period 258
make available for review 401, 402 transaction played status 258
name 395 transaction record type 258
notes 662 transaction recording duration 258
open 401 transaction status 258
published 401 transaction trigger value 258
questions 314 voice server name 258
report 401, 559 searchable fields 247
review 403 searches 668
sort 403 basic 653
view 392 methods 123
scores 113, 344 quick find 123
average 113, 116 relative date 144
average for each question 116 security
quality 395 restrict access to searchable fields 181
total 399 seek control 270
screen self evaluations 397, 398
annotations 668 actual number 112
mask 668 target number 112
recording type 160 server name 63
recordings 158, 668 servers
templates 668 CTI 655
triggers 227 service observe 159, 668
screen annotations 274 settings
screen marker 276 system 669
screen recording 269 shared
search basic views 648
call direction 257 dynamic views 152, 648
channel number 257 show
classification, description 257 all notes 401, 410
CTI transactions auto-answer 344
ANI digits 257 questions 340
DNIS digits 257 auto-fail questions 340, 344
extension 257 notes 409
member name 257 question weights 340


S
size of evaluation classification graphic 345 styles

snapshots 548 classification 492
create 549 question & answer set 325
delete 550 subscription 668
open 549 summary quality question 112, 115
view 550 supervisor
sort 668 record on demand 288
09 254, 403 supervisor live monitor 611
90 254, 403 Supervisor Record On Demand 667, 669
AZ 403 description 156, 157
recordings 75, 254, 403 recording priority 156, 157
rows 104 supervisor record on demand 612
scorecards 403 Survey 665
ZA 403 aging 443
speed, playback 269 archives 443
spell check 106 archiving & aging 513
SROD 156, 288, 612, 667, 669 call detail report 566
multi-tenant support 157 call summary report 566
standalone survey 440, 454 detail report 565
standard filters 530
Advanced Encryption Standard (AES) 657 mode 1 440, 441
classifications 492, 654, 668 mode 2 441
reports 562 mode 3 441
standard views 246 name 463
start period 144
archive schedules 527 reports 565
date, web survey 471 stealth surveys 455
time 271 summary report 565
starts-with (operator) 144 team detail report 566
station-side logging 159 team member detail report 566
status 251 team member summary report 566
license 119 team summary report 566
played 251 template 463
status of scorecard 395 trigger summary report 566
stealth surveys 441, 455, 457 survey 669
stereo recording 274 agent-initiated 441, 455
stop classifications 95
archive schedules 527 completed 443
stop control 270 date 463, 486
storage capacity 120 definition report 566
storage capacity for archiving 519 name 486
string, observe 662 publish 664


Index
standalone 440, 454 owner 663

team member-initiated 441, 455 quality question summary 115
template 486 what evaluations to complete 116
Web 465 team member 669
publish 480 average quality report 568
view 481 average quality with recordings report 568
view results 484 classification 192
web 571 classifications 72
add 469 data import 294
unpublish 480 authentication 295
surveys define
my team 116 data import plans 297
switches 669 Expert
synchronization plans 582 assignments 565
system 120 transcript 565
classification name search 257 ID 662
Observe status 70, 101 import 305
recording schedule 216, 234 initiated survey 441, 455
settings 669 quality summary report 569
page 158 recording stats report 572
report 563 recordings report 572
type 669 summary report 564
VRM configuration 216 Survey report 566
Survey team detail report 566
T trend analysis 570
without evaluations report 564
target
team member schedules 119, 120
team recording details by member report 572
score 314, 315
teams 669
value 669
templates 443
target number 117
answer 652
self-evaluations 112
name 116
targeted archiving 519
parsing 663
team 395
productivity 664
access 105, 157
recording 667
assignment summary report 564
schedule 216
average quality rollup (weighted) report 568
screen 668
member
survey 463, 486
schedules 119
voice 671
member name 394
text
member schedules 70, 119, 120
beginning 471
membership 105
box 669
overview tab 114


U
ending 471 triggers 443, 669

thank you 471 advanced trigger expression 241
text marker 276 ANI 651
text markers 273 application 652
threshold actions 441 delete 241
time DNIS 657
archiving and aging 519 group 238, 239
format 669 keyboard 660
Live Monitor 162 recording 667
wrap-up 672 screen 227
time zone support 137 types 239
title, scorecard 395 UUData 670
today 145 value 670
todays recording files, views 246 voice 227, 671
toolbar 669 trunk-side logging 159
buttons 544 report 572
spell check 106 sub report 572
total score 399 type
touchtone telephones 663 course 103
training plan 251
calls types
classification 282, 652 media 524
create 283 system 669
training calls 396 trigger 239
transaction classification data value search 257
transaction ID 137 U
transaction last activity search 258
undefined Windows login ID 547
transaction period 145
unknown
transaction period search 258
agents 533
transaction played status search 258
call direction 239
transaction record type search 258
unknown agent recording files, views 247
transaction recording duration search 258
unmute marker 274
transaction status search 258
unpublish
transaction trigger value search 258
web survey 471, 480
transcript 565
URL (Web site) 239
transID 137
used/total 119
trend analysis report by
user 670
evaluation 570
data 670
evaluator 570
ID 294
question 570
recording plans 667, 670
team 570
recording schedules 216
team member 570
user synchronization plans 582


Index
user-defined shared 648

classifications 492, 654, 670 criteria 75
define 497 current month plus previous 12 months recording
input masks 492, 498 files 247
users, new definition page 73 current month recording files 246
User-to-User Data, see UUData 670 current week recording files 246
UUData 238, 239, 670 current year recording files 247
advanced trigger expressions 241 custom 124
fields 242 work with existing views 151
name 670 delete 259, 263
stream 670 dynamic 657
triggers 670 create 125
value 670 permissions 648
shared 152, 648
V evaluation plan schedules 358
previous
values, target 669 12 calendar months recording files 247
version numbers 671 month recording files 247
description 336 week recording files 246
performance areas 326, 332, 341 year recording files 247
question & answer set 325 report snapshot 550
view scorecards 392
agents recorded by more than one Observe standard 246
system 132
todays recording files 246
aging history 540
unknown agent recording files 247
archiving history 528
virtual recording machine (VRM) 158, 227, 238, 671
classifications 504
configuration 216
course description 422
recording schedules 216
data import plans 296
visible check box 122
dynamic, restricted columns 184
voice
and screen recordings 158
question & answer set 325
type 160
roles 186
annotations 671
Web Survey 481, 484
mute markers 265
View List 671
recording type 160
tab, sort rows 104
recordings 158, 671
viewable 628
templates 671
filters and columns 628
triggers 227, 671
viewers, data 656
voice server name search 258
views
VoIP Live Monitor 159
advanced 651
volume control 270
all recording files 247
basic 124, 247, 653


W
W Z
Web ZA sort 254, 403
site (URL) 239
survey 465
creative uses 481
publish 480
view 481
view results 484
web
survey
add 469
guidelines 467
prerequisites 467
schedule 474
unpublish 480
web survey 571
details report 466, 571
summary report 466, 571
weight 671
relative 667
weighted questions 326, 671
WFM schedules 294
what evaluations to complete 180
my overview 111
team 116
Windows
authentication 653, 671
login
ID 547
Windows login ID 547
work space 672
Workforce Management data 671
recording schedule 216
wrap-up time 672
Y
yellow marker 274
yes/no answer 316, 446
type 672
yesterday 145


Index


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Qfiniti Web Access

Trademarks and Copyrights

Notice to Government End Users

About This Document ...............................................................................................................41

Part 1 Getting Started

Report Schedules View ..................................................................................................89

Online Help ........................................................................................................................ 105

Part 2 Supervisory Tasks

View the Access Groups .................................................................................................... 204

Edit a Basic View ..........................................................................................................262

Modify a WFM Data Import Plan ........................................................................................ 303

Reopen an Incomplete or Locked Scorecard ................................................................348

Add a Scorecard View ........................................................................................................ 387

Work with Course Assignments .................................................................................................424

Survey Triggers .................................................................................................................. 454

Delete Completed Surveys .................................................................................................488

Limit Selected Records with Filters ........................................................................................... 529

Export a Scorecard Report .................................................................................................561

View the User Synchronization Plans ................................................................................. 592

Glossary ...................................................................................................................................... 651

Figure 1 Qfiniti platform and module feature set ..................................................................... 54

Figure 31 Published Courses .................................................................................................... 90

Figure 70 Live Monitor Player ................................................................................................. 161

Figure 109 Global Recording ScheduleNew Classification dialog boxList Value................232

Figure 148 List Value dialog box................................................................................................ 319

Figure 187 Scorecard detail .......................................................................................................396

Figure 226 Completed survey detail ......................................................................................... 488

Figure 265 Role and Team category..........................................................................................586

Table 1 QWA Workforce Optimization platform ....................................................................... 53

To access HP Autonomy documentation ...................................................................................... 42

To see a list of survey questions.................................................................................................... 94

To close the Play List...................................................................................................................272

To remove a Quick Note ..............................................................................................................409

To stop an archive schedule ........................................................................................................528

To save an existing synchronization plan with a new name........................................................ 593

To access HP Autonomy documentation

Autonomy welcomes your comments.

To send feedback on Autonomy documentation

Italics Document titles and new terms. For example:

monospace font File names, paths, and code. For example:

monospace bold Data typed by the user. For example:

monospace italics Replaceable strings in file paths and code. For

Command-Line Syntax Conventions

| Bars indicate either | or choices. For example:

{ required } Braces describe required syntax in which you have a

required Absence of braces or brackets indicates required

variable Italics specify items to be replaced by actual values. For

... Ellipses indicate repetition of the same pattern. For

The use of punctuationsuch as single and double quotes, commas, periods

CAUTION A caution indicates an action can result in the loss

IMPORTANT An important note provides information that is

NOTE A note provides information that emphasizes or

TIP A tip provides additional information that makes a task

To access the HP Autonomy Customer Support Site

The Customer Support Site includes:

Document Revision History

This section is oriented to Team Members. It contains the

HP Qfiniti 10 is a workforce optimization (WFO) suite of unified products that

supports the use of Internet Explorer versions 911

Workforce Optimization Platform

Table 1 QWA Workforce Optimization platform

Qfiniti ICE Intelligent recording and data attachment