Display Settings

You must have the default Administrator role or a custom role that includes the VIEW_SETUP permission to view or make changes to any Display Settings.

There are two tasks to be completed:

• Select Display Settings .
• Configure the Default Playback View.

Configure Display Settings

• The display of features (Evaluation and Coaching and E-Learning) assigned to users or hides these features that are not assigned to users. This view consists of tabs that the user may or may not be able to view upon CxQM access.
• Configures the Default Playback View. This view will be the columns of recording information to be made available to users.

Changes to these settings will be visible for users only after the Save button is clicked AND after the user logs off and logs back on. Only Administrators can change the Default Playback View and the columns displayed.

1. Make selections for the following settings:
   • Enable Evaluations Tab check box: Default is unchecked.
     • When checked, these results apply:
       • Enables CxEvaluate on the tenant.
       • Enables any Evaluation tab and tab selections for all users.
       • Coaching and E-Learning activities will still be available.
     • When unchecked, these results apply:
       • The Evaluation module tab will be hidden.
       • On the Recordings > Playback window, the Evaluate Call button will be hidden.
       • On the Reports tab, both default and custom evaluation report types will be removed from the table and the New Evaluation Report button selection will not be available.
       • On the Administration > Setup tab, Quality Options will be grayed out and unavailable.
       • On the Administration > Users and Administration > User Roles tabs, all Evaluations permissions will be unavailable to be assigned.
   • Enable Coaching and E-Learning Tab check box: Default is unchecked.
     • When checked, these results apply:
       • The Coaching and E-Learning tab and features are available.
       • The Playback > Coaching Sessions button is available.
       • User Role Coaching and E-Learning options and notifications are available.
     • When unchecked, these results apply:
       • The Coaching and E-Learning features for all users are hidden.
       • The Playback > Coaching Sessions button is hidden.
       • User Role Coaching and E-Learning options and notifications are hidden.
   • Hide ACD Agents check box: Default is unchecked.
     • When checked, these results apply:
       • This hides ACD Agents columns and filter tabs from the user interface if CxQM is deployed in a non-contact center environment.
       • Agent ID and Agent Name will not be shown throughout the user interface.
   • Hide Find Related check box: Default is unchecked.
     • When checked, these results apply:
       • Hides the Find Related Interactions button.
       • Hides the Interaction Tracking ID column from the Playback window.
2. Hide Mobility Users check box: Default is unchecked.
   • When checked, these results apply:
     • Stops display of any users with Mobility IDs.
3. Click Save.
4. Configure the Default Playback View next.

All users must logoff and logon to receive and see any changes made.

Configure the Default Playback View

The tenant administrator controls the individual columns of interaction record data shown on the user's Playback window by setting a Default Playback View configuration. The columns selected and the order displayed in the Default Playback View configuration will be used as the normal Playback window view for any tenant user upon access. Any changes made by a user to the Default Playback View are column-only and are controlled from the user's Playback Settings and Options. These changes only affect the user's Playback window.

Create a Default Playback View configuration:

1. On the Administration > Setup tab, expand the Display Settings window by clicking on the arrow button.
2. Click Configure Default Playback View.
3. The Default Playback View Configuration window appears. There are two columns displayed.
   1. The Available Columns panel lists any columns not currently shown in the Playback view, in alphabetical order. At initial setup, the contents of the Available Columns list will consist of a variety of columns, such as:
      • Segment ID
      • Interaction ID
      • Status columns, such as Screen Capture, Presence, Locked, Flagged and various durations
      • Any custom columns
   2. The Displayed Columns panel lists any columns currently being displayed in the Default Playback View showing in the window from left to right in order from top to bottom.
4. Add any additional Available Columns to display in the Default Playback View by selecting a column entry or entries to move to the Displayed Columns panel.
   1. Highlight to select one or multiple column entries while holding down the CTRL or SHIFT key.
   2. Click on the Add (>>) button or drag and drop to column entries to the Displayed Columns panel.
5. Remove any column entries in the Displayed Columns panel by selecting a column entry or entries to move to the Available Columns panel.
   1. Select one or multiple column entries while holding down the CTRL or SHIFT key.
   2. Click on the Remove (<<) button or drag and drop to column entries to the Available Columns panel.
6. Re-order the Displayed Columns to the order desired. The topmost column entry is the first column (left) displayed in the Playback tab and the last column entry is the last column (right) displayed in the Playback tab. Select the order of the Playback tab columns by moving the entry up and down using one of the following buttons:
   • Move to the left one position: Click on the Single Arrow Up button to move the column entry up in the Displayed Columns list.
   • Move to the right one position: Click on the Single Arrow Down button to move the column entry down in the Displayed Columns list.
   • Move to the first column of the Playback tab: Click on the Double Arrow Up button to move the column entry to the first column of the Displayed Columns list.
   • Move to the last column of the Playback tab: Click on the Double Arrow Down button to move the column entry to the last column of the Displayed Columns list.

   The standard Default Playback View columns selected and their order from left to right in the window are:

   Header Name	Description
   System Flags (small flag icon)	Used to indicate interaction recordings as flagged for follow up (flag icon) or marked as completed (check mark icon).
   *Screen Capture (small screen icon)	If CxCapture is deployed, this column is shown and indicates a workstation screen capture recording that can be simultaneously played back with the interaction.
   Date	The calendar date the start of the interaction was recorded. Format is dd/mm/yyyy.
   Start Time	The Start Time of the interaction recording. The time is displayed based on the time zone of the recorder. Format is HH:MM:SS (AM or PM).
   End Time	The End Time of the interaction recording. The time is displayed based on the time zone of the recorder. Format is HH:MM:SS (AM or PM).
   Interaction ID	Each interaction recording gets a unique Interaction ID number.
   Segment ID	The Segment ID is a number that CxQM applies to all recordings involved in an interaction transfer or conference so that CxQM can provide playback of the entire customer experience using the interaction's segments, in sequence.
   User First Name	The first name of the agent taking the interaction.
   User Last Name	The last name of the agent taking the interaction.
   AgentID	The agent ID that took the interaction.
   Rec Duration	The duration of the recording in minutes and seconds (mm:ss). The duration is not always the End Time minus Start Time; paused recordings will have shorter recorder duration than the duration of the interaction.
   Hold Duration	The total duration in seconds that the interaction was on hold
   Status	Typically a blank column, displays an error alert (!) if an interaction over 5 seconds was not recorded.
   Extension	The extension number that took the interaction.
   Customer Identification	The customer's identification that was used to call from.
   Contact Point	The phone number the customer dialed to reach an agent.
   Direction	Indicates whether the recorded interaction is: In: Incoming Out: Outgoing Blank or Unknown: The interaction direction status indicates that the interaction direction could not be determined by the recorder.
   Remark 1	First of two user-defined note fields of 160 characters each for Remark 1 display.
   Remark 2	Second of two user-defined note fields of 160 characters each for Remark 2 display.

7. Should there be a need to restore the column order to factory default settings, click on the Reset to Default View button.
8. When finished setting the Default Playback View Configuration, click on one of these:
   1. Click OK to save and return to the Display Settings window.
   2. Click Cancel to cancel the task and return to the Display Settings window.
9. Click Save. Users must log out and log in to see any changes in their Playback windows.
10. When finished saving settings, go to the Audit Trail Settings settings window in the Setup tab.