Setup Tab

You must have the default Administrator role or a custom role that includes the VIEW_SETUP permission to view or make any Setup tab configuration settings.

This tab and its contents are configured first.

Settings made here affect other areas of CxQM. This tab contains some of the CxQM system configurations affecting the quality management, recording and playback environment. Most settings are made once and are rarely changed. The tab has minimize and maximize buttons for the following windows containing settings and options to be made for the tenant. Configure the Setup tab in this order:

  • Display Settings: Used to:
    • Enable the Evaluations and Coaching and E-Learning tabs from appearing.
    • Enable selections to Hide ACD Agents, Hide the Find Related button and Hide Mobility Ids.
    • Configure the Default Playback View for the Playback window. The Default Playback View is used by all users as their default view of recording records and columns. The view cannot be changed.
  • Audit Trail Settings: Hides or reveals these audit trail events that can overpopulate or are not necessary to track in the Audit Trail Log:
    • Hide Logon/Logoff events
    • Hide Modified Evaluations events
    • Hide Completed Evaluations events
  • Playback URL Settings: Enables recording playback URL features:
    • Enable URL Playback: Option to generate a URL pointing to a recording that can be sent by email.
    • Enable URL Encryption: This option encrypts the URL to be emailed to users.
  • Quality Options: Enables Quality Management features such as:
    • Enable URLs for evaluations.
    • Enable evaluation URL encryption.
    • Enable email notification of a completed evaluation.
    • Enable email coaching notification to agent.
    • Enable e-learning notification to agent.
  • Application Settings: This feature globally sets which recordings any users, such as supervisors, have access to in the Playback > Recordings grid, Reports grid and Dashboards.
  • Storage Settings: Allows you to define a remote SFTP server as the archival location for completed Skylight voice interactions.

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