Nortel Quality Monitoring Quick Reference Manual
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Nortel Quality Monitoring Quick Reference Manual

Nortel Quality Monitoring Quick Reference Manual

Nortel quality monitoring software: quick reference
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297-2183-804
Nortel Quality Monitoring
Quick Reference Guide
Product Release 6.01
Standard 3.0
September 2007

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Summary of Contents for Nortel Quality Monitoring

  • Page 1 297-2183-804 Nortel Quality Monitoring Quick Reference Guide Product Release 6.01 Standard 3.0 September 2007...

  • Page 3: Quick Reference Guide

    Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

  • Page 4: Revision History

    Revision history September 2007 Standard 3.0. The Product Release 6.01 issue of the Nortel Quality Monitoring Quick Reference Guide reformatted according to Nortel guidelines. Nortel Quality Monitoring...

  • Page 5: Table Of Contents

    Logging on ........... 16 Nortel Quality Monitoring Client Window ......17 Using the Media Player Toolbar.
  • Page 6 Contents Standard 3.0 Nortel Quality Monitoring...

  • Page 7: Getting Started

    C h a p t e r 1 Getting Started In this chapter About this guide How to get help Software and documentation version numbering Quick Reference Guide...

  • Page 8: About This Guide

    Getting Started About this guide This guide is a brief introduction to some of the features of Nortel Quality Monitoring. Intended audience This document is intended for Nortel Quality Monitoring Client users. Additional references The following Nortel Quality Monitoring guides contain additional information you may find helpful.

  • Page 9: How To Get Help

    Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
  • Page 10 To locate the ERC for your product or service, go to: http://www.nortel.com/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.

  • Page 11: Software And Documentation Version Numbering

    September 2007 Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance.
  • Page 12 Getting Started Standard 3.0 Nortel Quality Monitoring...

  • Page 13: Quick Reference

    C h a p t e r 2 Quick reference In this chapter Introduction Logging on Nortel Quality Monitoring Client Window Using the Media Player Toolbar Using the Play Time Toolbar Adding or Removing Application Icons Selecting a Display from the Location Drop-down Menu...
  • Page 14 Quick reference Creating a Schedule Filling Out an Evaluation Form Logging Off Standard 3.0 Nortel Quality Monitoring...

  • Page 15: Introduction

    September 2007 Introduction This guide is a brief introduction to some of the features of Nortel Quality Monitoring. It is designed to help users perform many of the steps involved in the following: Logging on and off Using toolbars Scheduling monitoring sessions...

  • Page 16: Logging On

    Quick reference Logging on Do the following to log on to the Nortel Quality Monitoring Client: Double-click the Client icon Monitoring Client. As an alternative, you can select Start > Programs > Nortel Quality Monitoring > Client. The Nortel Quality Monitoring Logon window appears.

  • Page 17: Nortel Quality Monitoring Client Window

    September 2007 Nortel Quality Monitoring Client Window The following graphic illustrates the components of the Nortel Quality Monitoring Client window. Refer to this graphic as you work through the topics in this chapter. Client Toolbar Media Player Toolbar Applications Toolbar...

  • Page 18: Using The Media Player Toolbar

    Select View > Toolbar > Media Player. Select the Media Player button on the Client toolbar. Note: Live Monitoring is only available when a Nortel Call Recording Card is installed in the system. Note: If you do not like the default placement of the toolbar, you can move the toolbar to a more convenient location by selecting it and dragging it to another place.
  • Page 19 This button appears in the toolbar only if the Skip to Voice feature is selected during installation. Note: If there is substantial background noise, Nortel Quality Monitoring may respond to a segment without voice as if it were a voice segment.
  • Page 20 Quick reference Button Icon Name Play Data Play Voice Description Plays data when the check box is selected Plays voice when the check box is selected Standard 3.0 Nortel Quality Monitoring...

  • Page 21: Using The Play Time Toolbar

    September 2007 Using the Play Time Toolbar You can use the Play Time toolbar to show the progress of the call. When activated, the Play Time toolbar is displayed to the right of the Media Player toolbar. There are two choices for how the time is displayed on the Play Time toolbar: Elapsed time: You can have the time display on the Play Time toolbar count up from zero to the end time of the call.

  • Page 22: Adding Or Removing Application Icons

    Adding or Removing Application Icons To access applications using the Applications toolbar, follow these steps: Log on to the Nortel Quality Monitoring Client. For more information, see Logging on If the Applications toolbar is not visible, select View > Toolbar. The toolbar sub-menu opens.

  • Page 23: Selecting A Display From The Location Drop-Down Menu

    Selecting a Display from the Location Drop- down Menu The Location drop-down menu is located at the top of the Location Type pane on the Nortel Quality Monitoring Client Window. Refer to the following graphic. Location drop-down menu Quick Reference Guide...
  • Page 24 Active Agent Display Journal Files Display Call Buckets Display When you select a display from the Location drop-down menu, the contents are shown in the Client Explorer window to the right of the Location Type pane. Standard 3.0 Nortel Quality Monitoring...

  • Page 25: Working With Display Columns

    September 2007 Working with Display Columns The display information is presented in columns that can be modified in the Client Explorer window. You can do the following to the columns: Add or remove columns Sort column information in ascending/descending order Change column order Adding or removing columns To specify the columns that you want to have displayed in the Client Explorer...
  • Page 26 To change the order in which the columns are displayed in the Client Explorer window, follow these steps: Select the header of the column you want to move. Drag the column to the desired position, as shown below. Standard 3.0 Nortel Quality Monitoring...

  • Page 27: Live Monitoring

    CRC card is integrated. In this configuration, audio is forwarded through the user's telephone set. You can use Nortel Quality Monitoring Client to monitor and record both the audio portion of a call and the agent screen actions associated with the call. Live monitoring is performed from the Active Agent Display.
  • Page 28 View > Scale to resize. Tip: You can complete an evaluation while monitoring a call. Leave the Nortel Quality Monitoring Client open, and open the Evaluation application. Resize each application window as necessary. To stop monitoring, select the Stop button on the Media Player toolbar.

  • Page 29: Replaying Recorded Calls

    September 2007 Replaying Recorded Calls To replay a call, follow these steps: Select either Journal Files or Call Buckets from the Location drop-down list at the top of the Location Type pane. Specify whether you want to replay the data portion of the call, the voice portion, or both: To replay the data portion of the call, select the Data check box on the Media Player toolbar.

  • Page 30: Using The Stop Watch

    Begin replaying or live monitoring a call. Select Start to start timing. Select Stop to stop timing. Select Reset to reset the counter to 000.00.00. Select Cancel or the X to close the Stop Watch dialog box. Standard 3.0 Nortel Quality Monitoring...

  • Page 31: Exporting Calls

    September 2007 Exporting Calls There are two methods for exporting calls: Exporting Calls to Disk Exporting Calls Via E-Mail Exporting Calls to Disk The Export to Disk feature can be used to save files that appear in the Call Buckets display or the Journal Files display to a folder. Note: If you do not have AVI Conversion Server support (installed locally or on another server), you will not be able to use the Export to Disk function.
  • Page 32 Browse button on the right-hand side of the File Destination field. Select Export Files. The Export to Disk dialog box closes and the files are saved in the designated folder. Standard 3.0 Nortel Quality Monitoring...

  • Page 33: Exporting Calls Via E-Mail

    Do one of the following: Select User Actions > Export Using Email. Select the Export Using Email icon on the Nortel Quality Monitoring Client toolbar. Right-click on the Client Explorer window, then select Export Using Email from the popup menu.
  • Page 34 Review the calls that appear in the Journal Files list. If you do not want to send any of the calls that appear in the list, click to clear the check mark from the check box next to the call. Standard 3.0 Nortel Quality Monitoring...
  • Page 35 September 2007 If desired, enter comments in the Comments field to accompany the exported call(s). These comments appear in the body of the e-mail, along with the following information: From: <Sender's name> Agent: <Agent's name> Date of Call: <Date> Time of Call: <Time> Length of Call: <Length>...

  • Page 36: Using Find

    For example, if you are searching for an agent named Brian Bassett, you would select Agent as the Field Name, select = as the Operator, and type Brian Bassett as the Field Value, as shown below. Standard 3.0 Nortel Quality Monitoring...
  • Page 37 September 2007 Note: You can use the wildcard indicator (*) in the Field Value field. For example, if you want to search for all agents whose names begin with B, because you cannot remember the agent's full name, you can type B* in the Field Value field.

  • Page 38: Using Filters

    If you are using a certain search criterion repeatedly, you may want to create a filter using that criterion, so that you don’t have to fill out all the information in the Find dialog box each time you want to perform the search. Standard 3.0 Nortel Quality Monitoring...

  • Page 39: Creating A Filter

    September 2007 Creating a Filter To create a filter, follow these steps: Do one of the following: Select User Actions > Filter. Right-click in the Client Explorer window and select Filter from the popup menu. The Filter dialog box appears. Type a name for the filter in the Filter Name field.

  • Page 40: Using A Previously Created Filter

    All the items that meet the filter criterion are displayed in the Client Explorer window. If you cannot see the desired filter, select the plus sign pane to expand the list. Standard 3.0 in the Location Type Nortel Quality Monitoring...

  • Page 41: Using Date Limit

    September 2007 Using Date Limit The Date Limit dialog box allows you to apply a date range to the files that appear in both the Call Buckets display and the Journal Files display. You can also use the Date Limit dialog box to specify the date limit default settings. To apply a date range, follow these steps: Select either the Call Buckets display or the Journal Files display.
  • Page 42 Select Date Apply. The Date Limit dialog box closes and the files that fall within the specified date range appear in the Client Explorer window. The date range you have specified appears in the title bar at the top of the Client Explorer window. Standard 3.0 Nortel Quality Monitoring...

  • Page 43: Copying And Moving Calls From Journal Files To Call Buckets

    September 2007 Copying and Moving Calls from Journal Files to Call Buckets When you copy or move a journal file to a call bucket, the journal file's purge flag is removed. This means that it will no longer be automatically deleted, based on the configured purge schedule.
  • Page 44 Note: If you select more than one call bucket from the Call Buckets list, the journal files are copied or moved to each of the selected call buckets. Select OK. The journal files are copied or moved to the call bucket(s). Standard 3.0 Nortel Quality Monitoring...

  • Page 45: Copying And Moving Calls From Call Buckets To Journal Files

    TBP column is N, you will have to add a purge flag. In order for a call to be a candidate for purging from the Nortel Quality Monitoring system, you must ensure that no duplicates of the call remain in any call buckets.
  • Page 46 Edit All Buckets. If a specific call bucket is selected, the dialog box will be called Edit Call Bucket <call bucket name>. Select OK. The files are copied or moved to the Journal Files display. Standard 3.0 Nortel Quality Monitoring...

  • Page 47: The Scheduler Utility

    You can use the Scheduler utility to schedule a block of time for an agent to be automatically recorded. Depending on the configuration of your Nortel Quality Monitoring server, the scheduled recording will take place under one of the following conditions:...

  • Page 48: Creating A Schedule

    Select Add\OK to save the schedule. Repeat the procedure to create another schedule. Select Return to return to the Schedule Utility dialog box. The schedules appear in the schedule list. Select Exit to close the Schedule Utility dialog box. Standard 3.0 Nortel Quality Monitoring...
  • Page 49 September 2007 When Nortel Quality Monitoring starts the scheduled monitoring session, it automatically deletes the schedule from the Schedule Utility’s schedule list. Quick Reference Guide Quick reference...

  • Page 50: Filling Out An Evaluation Form

    To select the appropriate answer for questions, use the up and down arrows or enter the letter of the desired answer. To re-activate the call, press Alt + Tab to go back to the Nortel Quality Monitoring Replay (Client) or select the Nortel Quality Monitoring Replay (Client) button on the task bar at the bottom of the screen.

  • Page 51: Logging Off

    September 2007 Logging Off Close all applications by selecting the X in the upper right corner of the dialog box. Quick Reference Guide Quick reference...
  • Page 52 Quick reference Standard 3.0 Nortel Quality Monitoring...

  • Page 53: Index

    September 2007 Index Call Buckets copying calls copying calls to Journal Files moving calls moving calls to Journal Files Calls copying to call buckets moving to call buckets Default E-Mail Address and Export Call via Email dialog box Export Call Via Email dialog box and Default Email Address Fast Forward button illustrated...
  • Page 54 Index scheduling time Scheduler Utility icon illustrated Skip to Voice button illustrated Stop button illustrated Utilities Scheduler Standard 3.0 Nortel Quality Monitoring...
  • Page 56 Monitoring is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

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