CxQM Configuration Planning

Implementation requires that these Administration > Setup tab settings be determined for the tenant. The settings should be discussed and their purpose understood by the tenant before starting. They include:

• Administration Module: This module controls system-wide settings, including:
  • Display Settings:CxQM offers display options to users. A Default Playback View will be created to tell CxQM what interaction record information is to be displayed to users upon login.
  • Audit Trail Settings: The tenant must decide what audit messages it wishes to hide. Suggestions include hiding all logon/logoffs, evaluation modification or completion messages.
  • Playback URL Settings: Enables users to create, optionally encrypt and email a URL that can be used to playback a recording.
  • Quality Options: Determine the settings that affect emailing of evaluation URLs and notifications to users.
  • Application Settings: Logical AND and OR functions can be applied to users limiting what resources (such as dialed numbers) can be viewed.
• Resources tab: Resources are sets of numbers such as dialed numbers, interaction IDs and Flow IDs. This release uses Contact Point resource types. Examples are toll-frees, DNIS and local numbers that customers typically dial to get to agents within CxEngage. There may be toll-free numbers for Sales, New Sales and Sales Support, each of which will be a resource. Resources are used to focus searching for interactions, for example, searching for all calls that occurred last week using the New Sales toll-free number or a DNIS number.
• Groups tab: Groups are collections of users or dialed numbers that can be used for searching, sorting and playback of interactions. For example, a group can be created, named Sales and all users associated with Sales can be added to the group. A resource such as a sales DNIS or toll-free number can be assigned to the group to ease searching and playback.
• Users tab: The Users tab requires some configuration, including:
  • Each user account will be modified and assigned Groups (from the Groups tab) to be able to search for and playback recordings. Users and Groups determination (what users belong to a group) should be completed during the CxQM Planning process.
  • If CxCapture is enabled, then each user account that will either perform evaluations, be evaluated or be able to review evaluations must have the Evaluation License check box checked. These determinations should be completed during the CxQM planning process.

Provides the tenant the capability to record the single or multiple-screen activities of selected agent computer workstations. Consider screen recording as another form of recording, so it uses existing CxQM tabs for playback and searching of screen-captured interaction records. CxCapture can be used with the CxEvaluate module creating an extra level of agent interaction evaluation and critique by capturing the screen recording (single or multiple screens) and making the recording available with evaluation forms and coaching sessions. Configuration is completed by installing some software and enabling settings on the user's workstation to access existing CxRecord and CxEvaluate screen recording features.

Who will be screen recorded? Management decides who, among all contact center users, are to be screen recorded. Each user account to be screen recorded will have some software installed and the workstation domain and username entered into the CxEngage user profile.

Consists of processes for supervisors and agent to send and receive coaching sessions, e-learning materials and evaluation forms. E-learning content needs to be created and uploaded. Settings for all evaluation forms need to be thought out before form creation. Be prepared to make revisions to forms and e-learning content as the work environment and usage evolves. When starting a new quality management system, consider or re-consider the following questions:

• Who will be evaluated? Management decides who, among all contact center users, are to be evaluated and how often. Each user account to be evaluated will have quality evaluation attributes enabled. Be sure to assign the appropriate user accounts an Evaluation License.
• Who will conduct evaluations? Typically, administrators and supervisors are tasked to evaluate agent activity. Be sure to assign the appropriate administrators and supervisors user accounts an Evaluation License.
• Who will create the evaluation forms and e-learning content? Typically, administrators and supervisors are tasked to create evaluation forms and e-learning materials via permission required to access and use evaluations, the evaluation form builder, to upload e-learning materials to the library and to assign coaching sessions or e-learning assignments.
• What are e-learning materials? E-learning materials can be anything that assists in training, coaching or educating agents for better skills, business knowledge and processes. Examples are distribution of employee handbooks, business or security requirements, skills development notes, call outlines, coaching recommendations or quality checklists or URLs to websites with valuable information for review. Materials can be locally or remotely produced or hosted. Someone with responsibility for quality management is typically assigned to develop and add materials to the CxQM E-Library.
• What is being evaluated? What is being evaluated must be carefully determined. Treat each evaluation as a guide with references for the agent under review to improve. CxQM helps by organizing questions into question groups and skillset categories as well as providing global or customized answers to each question. Some question/answer sets may be categorized or may be reused over multiple forms. Gather and consolidate all current evaluation form questions, answers and details prior to building evaluations. If no evaluations exist, listen in on some calls and take notes on how the interaction transpired to help develop appropriate questions, answers and form content.
• Which interactions will be evaluated? CxQM provides the capability to evaluate every interaction performed by an agent, however this could be impossible at a busy contact center. So CxQM has an interaction flagging feature that will aid in tracking which interactions need to be evaluated and which ones have already been evaluated. Determine the parameters required for a customer interaction to be evaluated and enable flagging for administrators and supervisors.
• Evaluation Notifications and Distribution CxQM does not automatically distribute evaluations or e-learning materials. The tenant must determine how evaluations will be distributed and who gets to view them. Administrators and supervisors must be given appropriate permissions to create, view, conduct and distribute evaluations. An agent can review an evaluation by enabling the persona role's View Evaluation permission. A system setup option can be configured to automatically notify agents when an evaluation has been completed for the agent. The agent can then know to logon to their My Engage dashboard and view their evaluation. Alternatively, evaluations can be emailed as a URL or with the evaluation attached as a PDF document so the agent does not need to logon to CxQM to access and view the evaluation. Be sure to enable the permissions on administrators and supervisors to generate emails and notifications of evaluations and learning activities.