Setting Up CxEngage Quality Management (CxQM)

CxEngage Quality Management (CxQM) is implemented by configuring CxEngage flows and user profiles as well as making configurations within CxQM, depending on the packages being implemented.

Bookmark this topic. The content here lists the steps with topics, in order, to configure CxQM on a tenant. It is helpful if all of the pre-planning activities have been completed beforehand and that information is made available to administrators for implementation.

The steps to setup a tenant with CxQM are:

1. Enable CxQM on the tenant. This task is handled by Enghouse Interactive. Please contact your account representative.
2. Enable CxEngage Flow and User Profiles to enable audio recording (and screen recording, if deployed). Use these topics:
   • Setting Up CxEngage for CxRecord/CxCapture
   • Creating Flows
   • Creating Users
3. CxRecord is purchased and enabled, by default, when implementing CxQM. Administrators will perform these tasks:
   • Set up the Administration module. Perform these tasks in this general order:
     • Setting Up the CxQM Administration Module
       • Setup Tab
         • Display Settings
         • Audit Trail Settings
         • Playback URL Settings
         • Quality Options
         • Application Settings
         • Storage Settings
       • Resources Tab
         • Add New Resources
       • Groups Tab
         • Add New Groups
       • User Roles Tab
         • View CxQM User Roles
       • Users Tab
         • View CxQM User Accounts
         • Modify CxQM User Accounts
       • Audit Trail Tab
         • Audit Trail Settings
   • Prepare CxRecord modules (Recording, Reports and Dashboards). Perform these tasks in this general order:
     • Setting Up CxRecord
       • Set Up Recordings Module
       • Set Up Reports Module
       • Set Up Dashboard Module
   • When CxRecord has been configured, perform functionality verification tests:
     • Test and Verify CxRecord for Go-Live
4. If CxCapture is purchased, it is configured after CxRecord setup is complete. Administrators will perform these tasks in this general order:
   • Set up Flow and User Profiles to enable screen-capture recording. Perform these tasks in this general order:
     • Setting Up CxEngage for CxRecord/CxCapture
     • Creating Users
     • Creating Flows
   • Set up Screen Recording. Use these topics:
     • Setting Up CxCapture
       • Set Up PC Workstations
       • Test User Workstations
       • Remove User Workstations
       • PROXY Pro Host Software Deployment Tool
   • When CxCapture has been configured, perform functionality verification tests:
     • Test and Verify CxCapture for Go-Live
5. If CxEvaluate is purchased, it is configured after CxRecord, and/or CxCapture setup is complete. Administrators will perform these tasks:
   • Set up CxEvaluate modules (Evaluation and Coaching and E-Learning). Perform these tasks in this general order:
     • Setup CxEvaluate
       • Quality Evaluation Setup
         • Evaluations Window
         • Forms Window
           • Setup Evaluation Form Options
             • Scoring Modes
             • Manage Skillsets
             • Header Categories
             • Header Fields
           • Create Evaluation Forms
           • Create Conditional Evaluation Forms
           • Activate/Deactivate Evaluation Forms
       • Coaching & E-Learning Setup
         • Library Tab
           • Create Content Folders
           • Create Library Content
         • Activities Grid Display
   • When CxEvaluate has been configured, perform functionality verification tests:
     • Test and Verify CxEvaluate for Go-Live