Setting Up CxRecord

You must have the default Administrator role or a custom role that includes the following permissions to setup the CxRecord recording environment:

  • USER_UNRESTRICTED_ACCESS
  • VIEW_PLAYBACK_LOG
  • DOWNLOAD_PLAYBACK_CALLS
  • VIEW_AUDIT_TRAIL
  • VIEW_SETUP

Users access CxQM from the CxEngage Management Console by clicking on the Quality Management button. The console will update with a series of modules, depending on the features implemented.

CxRecord has four modules with sub-tabs. They are:

  • Recordings Module: The Recordings module is always the first module shown in CxQM because the most activity within CxQM are recordings and the data concerning them. It has one sub-tab.
    • Playback Window Content module: This tab provides central control for displaying, organizing, viewing, searching for and playing back audio and screen captured recordings. Recordings can be downloaded and emailed. Evaluations and Coaching Activities regarding recordings can be started from here. If this is the first login with no recording in effect, the log will be empty. Depending on what tasks are being performed, the Playback table will be named one of the following:
      • Recordings: Lists current recording records chronologically. Shown upon CxQM access.
      • Recent Interactions: An updated list of recent recording records shown after using the Recent Interactions button.
      • Search Results: A list of recording records that fit a search criteria shown after the Custom Search button is used.

  • Setting Up the CxQM Administration Module: The Administration Module should already be configured by now. The Administration module provides a central location for CxQM configurations. There are a number of visible secondary tabs. The Setup secondary tab is the most important for CxQM configurations and is configured first. Secondary tabs in order of appearance are:

    • Users tab: Users are created and managed from CxEngage. All users and their attributes are synced up from CxEngage to CxQM and displayed in the User Accounts table. Each user account has a number of data associated with it such as agent names, agent IDs, licenses, extensions, roles and email addresses.

    • User Roles tab: As with users, all user roles are created and managed from CxEngage and are synced to CxQM. The three un-alterable default tenant roles are tenant administrator, supervisor and agent. In CxQM, each role is assigned permissions and modules that allow it to perform selected tasks in CxQM.

    • Groups tab: Used to create sets of agents or resources that can be grouped together and named. Used to enhance searching through interactions.

    • Resources tab: Resources are numeric data made available to users via assignment of permissions on their users accounts in the Users tab. Users can apply resource data to search for and play back specific interactions.

      Audit Trail tab: Activities such as playing or deleting recordings or evaluations produce an audit trail event message. These are event messages describe details on what happened such as an evaluation being completed or a form that was deleted, They are collected on this tab.

    • Setup tab: Used for one-time CxQM configurations via expand/contract buttons and are rarely changed after being set. However, these can be changed by the administrator, if needed. They configuration sets include:

      • Options to hide or reveal a number of tabs from users.
      • Options used to hide or reveal common and repeated audit trail events such as logon and logoff event.
      • Sets Quality feature options such as enabling notifications and URLs.
  • CxQM Reports Module : The Reports module provides a selection of factory-built recording reports of various CxQM data as well as the ability to create custom reports, if needed.
  • Quality Management Dashboard Module: The Dashboards module provides Recording dashboards displaying dynamic CxQM interaction recording metric data. Also, the module provides the user's My Engage dashboard, used for coaching sessions and e-learning activities.

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