Setting Up the CxQM Administration Module

You must have the default Administrator role or a custom role that includes the VIEW_SETUP permission to view, make or modify any Administration module settings.

Administration Module

The Administration module is used to configure CxQM application settings and data such as synced user accounts and user roles, playback groups and audit trails. CxQM data is configured using secondary tabs in the Administration module.

Prior to beginning these configurations, make sure that all of the options and settings to be made have been discussed with the tenant and are fully understood. If pre-planning activities were completed, these tabs can be configured quickly. Once configured, most tabs are rarely changed. Changes that do occur will mostly be configuring new users or adding new groups.

Administration Module Secondary Tabs

The Administration module carries a number secondary tabs that appear in the order of most-used from left to right across the window.

When configuring CxQM for the first time, configure the secondary tabs in the following order for a smoother integration.

Configuration of the Administration Module secondary tabs proceeds as follows:

  1. Setup Tab: Administrators will use drop-down configuration windows to configure the Default Playback View, audit trail settings, enable Playback URLs for emailing and quality evaluation options.
  2. Groups Tab: Administrators will create groups of users or dialed numbers. These groups partition user account access for search and playback purposes with no risk of affecting what calls are recorded. Each user account is assigned permission to access a group or groups that can be used to search for recordings from the members of the assigned group(s).
  3. Resources Tab: Administrators will create Resource information assigned with Groups to Users Accounts granting access to recordings that are referenced by the resources assigned. Resources are numeric data made available to users via assignment of permissions on their users accounts in the Users Accounts tab. Users apply resource data to perform searching for and playing back specific interactions.
  4. User Roles Tab: Administrators can review the synced default roles. User roles cannot be changed. Playback Groups must be configured prior to assigning access to a User Role or User.
  5. Users Tab: Administrators will modify CxQM user accounts assigned to each synced user, including:
    • Being assigned membership to a group or groups.
    • Being given access to various group resources to playback other users recordings.
    • Being assigned an Evaluation License if the user is to be evaluated, evaluate other users or review evaluations of other users.
    • Note that users accounts are assigned one user role only.
  6. Audit Trail Tab: Administrators will set what user activity, such as logons/logoffs, played calls, downloaded calls and modified evaluations are to be tracked in Audit Trails. Most activities can be tracked across the system as they occur.

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