Quality Monitor - Release 2...Quality Monitor version 2.4 Alcatel -Lucent name and logo are...

Alcatel-Lucent name and logo are trademarks /32

of Nokia used under license by ALE. All rights reserved.

Quality Monitor - Release 2.4

A G E N T G U I D E

Quality Monitor version 2.4

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50176 Ed.12 /32 of Nokia used under license by ALE. All rights reserved.

Legal notice

www.al-enterprise.com

The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To

view other trademarks used by affiliated companies of ALE Holding, visit: www.al-

enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of their respective owners. The information presented is subject to change without notice.

Neither ALE Holding nor any of its affiliates assumes any responsibility for inaccuracies

contained herein. © 2019 ALE International.

http://www.al-enterprise.com/

http://www.al-enterprise.com/en/legal/trademarks-copyright




Index table

1 Document history ......................................................................... 5

2 Introduction ................................................................................ 7

2.1 Overview – The Product .............................................................................. 7

2.2 Quality Monitor Roles ................................................................................. 7

2.3 Intended Readership .................................................................................. 7

2.4 Applicability Statement ............................................................................... 7

2.5 Overview of this manual.............................................................................. 7

2.6 What's new .............................................................................................. 8

2.7 Known limitations / restrictions .................................................................... 8

2.8 Customer Support ...................................................................................... 8

3 Glossary of Terms ........................................................................ 9

4 Quality Monitor – Start up ............................................................. 10

4.1 Launching Quality Monitor .......................................................................... 10

4.2 Menu Options .......................................................................................... 11

5 Scorecards ................................................................................. 12

5.1 Overview ................................................................................................ 12 5.1.1 Opening a Scorecard ..................................................................................12 5.1.2 Scorecard Details ......................................................................................17 5.1.3 Scorecard Questionnaire .............................................................................17 5.1.4 Reviewing Training Material ..........................................................................18 5.1.5 Call Player...............................................................................................19 5.1.6 Accept or Review Scorecard .........................................................................19

6 Tutorials ................................................................................... 21

6.1 Overview ................................................................................................ 21

6.2 Opening a Tutorial .................................................................................... 21 6.2.1 Tutorial - Scorecard Details ..........................................................................22 6.2.2 Tutorial Contents .......................................................................................23 6.2.3 Training Material .......................................................................................23 6.2.4 Call Player...............................................................................................25 6.2.5 Confirm Tutorial ........................................................................................25

7 Dashboard ................................................................................. 26

7.1 Dashboard Overview.................................................................................. 26

7.2 Dashboard Panels ..................................................................................... 26

8 Appendices ................................................................................. 30

8.1 User Access Rights .................................................................................... 31



8.1.1 User Access Matrix ....................................................................................31



1 Document history

Edition Date Changes / Comments / Details

01 31-10-2013 Initial Product Manual

02 07-04-2014 Added new document reference to footer

03 23-10-2014 Amended section on Accessing Quality Monitor General Updates to Screenshots to include new features

04 22-06-2015

Section n/a

General grammar changes Where appropriate changed Supervisor to Scorer throughout document Section 5.1.1 Included details on scorecard search criteria

Added a diagram detailing flow of a scorecard between scorer & agent Section 5.1.3 Added comment relating to red highlighted questions, which signify that the question was scored negatively.

Section 5.1.6 included new screenshot showing the message displayed once a scorecard has been accepted Amended details on how to review a scorecard

Added details on how to review scorecard comments Added a note explaining that a scorecard review can only be requested once

05 08-09-2015

Section n/a Legal Notice changed Section n/a Updated footer copyright

Section n/a Updated header logo Section n/a Last page URL changed

Section n/a GUI changes screenshots validated

Section 5.1.1 Removed unnecessary option

Section 5.1.5 Screenshot validated Section 6.2.4 Screenshot validated

06 23-11-2015 Section n/a Updated screenshots

07 01-03-2016

Section 4.1 Validated screenshot

Section 7 Validated the entire section to include the new changes

08 01-11-2016 Screenshots have been updated.

09 15-06-2018 Legal notice has been updated. Page footer has been updated with the latest logo information. Quality Monitor version info has been changed.

10 15-09-2018 Section 2.2

New section with details about QM admin, scorer and agent.

11 15-09-2019 Legal notice on 2nd and last page has been updated.

Appendices section has been updated.



Edition Date Changes / Comments / Details

12 15-12-2019 Section 2.7 A known limitation / restriction has been added.



2 Introduction

2.1 Overview – The Product

Quality Monitor is a Call Quality Assurance module for use in conjunction with OmniPCX RECORD. Primarily, Quality Monitor is designed for the tutoring and management of call centre agents, however, the solution also includes comprehensive reporting and statistics so that supervisors can both understand and improve the performance of their call centre.

2.2 Quality Monitor Roles

There are three primary roles in Quality Monitor as follows: QM Admin OmniPCX RECORD default super admin becomes QM admin. This user is responsible for overall configuration (Questionnaire and Campaigns) of Quality Monitor module. Only default super admin user doesn’t require a QM license. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights. QM Scorer This user is responsible for evaluating the agents in his team using the questionnaires created by the QM admin. This user requires a QM license. You need to activate a user for QM and assign Group Admin security group to that user to make him a QM Scorer. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights. QM Agent This user belongs to a team and his calls are evaluated by the QM Scorer. This user has limited rights. This user requires a QM license. You need to activate a user for QM and assign Agent security group to that user to make him a QM Agent. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights.

2.3 Intended Readership

This manual targets the Quality Monitor Agents. This manual is not relevant to the installation of the product or its administration

2.4 Applicability Statement

This manual applies to Agent activities related to: Quality Monitor 1.x.

2.5 Overview of this manual

This Agent Guide assumes that Quality Monitor has been installed and configured. Initially the guide provides an overview of the solution and explains in simple terms how the

product operates.

The activities detailed in this document are done so by firstly explaining the functionality and then where necessary a screenshot is provided for visual assistance. This is intended to



both assist the reader in visualizing the system architecture and better understanding the

functional logic.

A Table of Contents is provided at the beginning of this guide which includes direct links to the appropriate document sections. To review a section, simply click the appropriate item and you will be taken directly to it.

2.6 What's new

Not applicable.

2.7 Known limitations / restrictions

From OmniPCX RECORD Release 2.4.0.7 onwards, QM will no longer support video calls with avi format. This is applicable in all compatible browsers including Internet Explorer. From OmniPCX RECORD Release 2.4.0.7 onwards, video calls (avi format) have to be converted into MP4 format before they are played on QM.

2.8 Customer Support

Please contact your system administrator or Alcatel-Lucent Business Partner for support on this product



3 Glossary of Terms

CSTA Computer Supported Telephonic Application (CTI)

ICS Integrated Communication System

IIS Internet Information Server

OXE OmniPCX Enterprise (PBX)

PBX Private Branch Exchange

SMTP Simple Mail Transfer Protocol

SNMP Simple Network Management Protocol

TCP Transfer Control Protocol

TDM Time Division Multiplexing (Digital and Analogue)

UC Unified Communications

UDP User Datagram Protocol

VoIP Voice Over Internet Protocol

QM Quality Monitor



4 Quality Monitor – Start up

4.1 Launching Quality Monitor

Quality Monitor is accessed directly from OmniPCX RECORD using the menu option in the left hand menu panel as shown below:

After clicking the Quality Monitor menu option, you will enter the Quality monitor Module and will be presented with the following screen:



4.2 Menu Options

After successfully login in you will see a menu panel titled Quality Monitor, see below. In this section you can invoke each entry by clicking on it. Whenever an option is selected, the main window to the right will show the corresponding details.

Note: Access to Menu Options is controlled by permissions. If you do not have access to the required options, please contact your administrator.



5 Scorecards

5.1 Overview

Scorecards are provided by your team supervisor (Known as the scorer). A scorecard (Also known as an evaluation) is generated by listening to ‘recorded calls’ and answering questions on how you performed during the call. The answers provided by your supervisor are then stored with the scorecard so that you can review them at your leisure.

5.1.1 Opening a Scorecard

To begin, click the Scorecards link in the left-hand panel

To locate a scorecard use the search criteria options provided as seen below:

Search Criteria

The search criteria allows numerous details to be included, however, these can be summarized as follows:

Team – Allows ‘All Teams’ or a specifically selected team to be included when

executing the search criteria

Date/Time - Allows the search criteria to be built using one of several date/time

formats to filter the search results. The available date/time formats are as

follows:

o Occurring Today - Scorecards that occurred today

o Occurring Yesterday – Scorecards that occurred yesterday

o Occurring in past 1 hour – Scorecards that occurred in the past 1 hour



o Occurring in past 4 hour – Scorecards that occurred in the past 4 hours

o Occurring in past 7 days – Scorecards that occurred in the past 7 days

o Occurring in past 30 days – Scorecards that occurred in the past 30 days

o Occurring in past N days – Scorecards that occurred in a specified past

number of days where ‘N’ depicts the number of days

o Occurring week wise – Scorecards that occurred on specific days of the week between two specified times during the day.

o User Specified – Scorecards that occurred between two specified

dates/times which are specified by the user.

Other Criteria

o Questionnaire – Searches for scorecards associated with a specified

questionnaire

o Scorecard Reference – Searches for scorecards using the a specified scorecard reference

Scorecard State

The Scorecard state works in conjunction with the existing search criteria and can be used to filter scorecards based on their current lifecycle state. The following

options are available when filtering scorecards based on their state:

o All – No scorecards are excluded

o Accepted – Scorecards that have been accepted by the Agent

o Pending – Scorecards that are currently pending and awaiting action by the

Agent

After providing the appropriate details, you can save your search criteria by clicking the

Save Search button located at the bottom of the window

Note: All saved search criteria is displayed in the box at the top of the page. From here you can automatically execute a search by clicking on the appropriate link. The image above shows a saved search called “Today’s Scorecards”

Next, to execute your search criteria, click the Search Button or select a saved search as

mentioned above.



You are now presented with a list of Scorecards that match the criteria you have provided,

see below:

To the left of each Scorecard is an indicator. These indicators represent the following:

Pending for Scorer (The Agent has sent the scorecard back to Group Admin for review and it is now with the scorer to be reviewed)

Accepted (The Agent has accepted the scorecard)



Scorecard Status - Flow Chart



To the right of each Scorecard you have 2 options and these are as follows:

Opens the selected Scorecard

Your opened scorecard will look similar to the one shown below:

Note: The above image is for illustration purposes only. The details contained in your chosen scorecard are likely to be dissimilar to the ones shown above.



5.1.2 Scorecard Details

The first section of the scorecard is the Scorecard Details. Initially these are hidden,

however, if required it is possible to view the Scorecard details by clicking the Arrow Icon on the Scorecard Details bar as shown below.

5.1.3 Scorecard Questionnaire

The next section of the scorecard contains the feedback provided during the evaluation. This is primarily the most important part of the scorecard as it details how you performed during the call. To the top right you can see the score you achieved for the evaluation that was performed. Additionally, you can also see the feedback that was provided by the scorer during the evaluation, see below:

Note: Questions marks in red (as shown in the example above) signify that these questions attained a negative score and these will reduce the overall score of your scorecard.



If your scorer added any comments to your scorecard you can review these by clicking the ‘Comments’ icon as shown below.

5.1.4 Reviewing Training Material

Training Material can be posted using tags which can be added to each question during the evaluation. Tags allow the Scorer to mark a specific section of the call and assign comments & training material so that it can be reviewed by you, the Agent.

Targeting sections of the call and assigning documented material in this manner, not only informs you where you went wrong, but also provides you with details on how it should be done correctly.

Viewing a Tag

To view a Tag, click the View Tag icon to the left of the Question. After clicking the icon, you will window similar to the one shown below:

A Tag can include one or many attachments that are designed to provide you with information for training purposes. The attachments can be seen towards the bottom of the window and can be reviewed individually. The ‘Example’ above contains 2 attachments, these are as follows:

o A HTML document containing information on how the call should be answered. To view a HTML attachment, simply click the link and your internet browser will open automatically to display the content



Note: If your internet browser does not open, contact your supervisor as it may need to be configured to allow the content to be viewed.

o A ‘JPG’ picture containing a diagram. To view a picture, simply click the link and

the appropriate application will open automatically to display the content Additionally, each attachment can be configured by the scorer to play a specific section of the call that is relevant to the material being provided. To listen to the call section, click the play button situated to the left of the attachment, see below

5.1.5 Call Player

Finally, at the bottom Scorecard is a Call Player. The Call Player provides you with various audio controls to listen to the call associated with the evaluation. These include Play, Pause, Rewind and Fast Forward, see below.

5.1.6 Accept or Review Scorecard

Once you have reviewed a scorecard, you can choose to either ‘Accept’ it, or push it back to your scorer for ‘Review’. To accept a scorecard, select Accept as shown below:



Once you have click ‘Accept’ the following message will be displayed informing you that the

scorecard has been accepted successfully.

If, as the agent, you feel that information in the scorecard is inaccurate and wish to push

the scorecard back to your scorer for review, select Review as shown below:

If you choose to push the scorecard back your scorer, a windows will appear that allows you to provide some comments, See below.

Once you have added your comments, Click Save and Send. The scorecard will now be sent back to the Scorer

Note: You can only request for the scorer to review a scorecard once. The second time you receive the scorecard the option to review the scorecard will not be available and you will be forced to accept the evaluation.



6 Tutorials

6.1 Overview

Tutorials are based on scorecards and are specifically designed to provide you with training material that is directly associated with issues that have been identified while your Scorer

was evaluating your call. Tutorials can host various details including:

o Comments provided the Scorer, explaining why the Tutorial has been generated

o Audible Call Tags allowing the you to review all or part of the of the call

o Direct links to browser based material and training documentation, directly related to

issues that were raised during the evaluation.

o Remarks made by the scorer for each question answered during the evaluation

6.2 Opening a Tutorial

Click the Tutorials link in the left-side panel. The following window will be displayed which contains a list of Tutorials that have been sent to your by your Scorer.

To view a tutorial, click the Veiw icon next to the required Tutorial, you are then presented with the following window:

Note: Tutorials that you have NOT yet reviewed will contain an icon to the left of the

row. Tutorials that have been reviewed will contain the following symbol . Finally,

Tutorials that have one or more tags attached will contain a Tag icon

Your opened Tutorial will look similar to the one shown below:



6.2.1 Tutorial - Scorecard Details

As previously mentioned, tutorials are based on scorecards and the first section of the tutorial is the Scorecard Details. Initially these are hidden, however, if required it is



possible to view the Scorecard details by clicking the Arrow Icon on the Scorecard Details bar as shown below.

6.2.2 Tutorial Contents

The next section of the Tutorial contains the feedback provided during the evaluation. This is primarily the most important part of the Tutorial as it contains information that you must review. Example: In the ‘Example’ given below, the Tutorial contains feedback on a Question that was answered during an evaluation. The Scorer has identified that the Agent requires training in this area and has requested that the Agent review the feedback that has been provided.

Note: This is where Tutorials differ from Scorecards. Whereas a scorecard includes the entire evaluation, a Tutorial specifically refers to items that require consideration and

where necessary, training.

6.2.3 Training Material

As with a Scorecard, Training Material can be posted with Tutorials using tags which can be added to each question during the evaluation. These Tags allow the Scorer to mark a specific section of the call and assign comments & training material so that it can be reviewed by you, the Agent.



Targeting sections of the call and assigning documented material in this manner, not only informs you where you went wrong, but also provides you with details on how it should be done correctly.

Viewing a Tag

To view a Tag, click the View Tag icon to the left of the Question. After clicking the icon, you will window similar to the one shown below:

A Tag can include one or many attachments that are designed to provide you with information for training purposes. The attachments can be seen towards the bottom of the window and can be reviewed individually. The ‘Example’ above contains 2 attachments, these are as follows:

o A HTML document containing information on how the call should be answered. To view a HTML attachment, simply click the link and your internet browser will open automatically to display the content

Note: If your internet browser does not open, contact your Scorer as it may need to be configured to allow the content to be viewed.

o A ‘JPG’ picture containing a diagram. To view a picture, simply click the link and

the appropriate application will open automatically to display the content Additionally, each attachment can be configured by the scorer to play a specific section of the call that is relevant to the material being provided. To listen to the call section, click the play button situated to the left of the attachment, see below:



6.2.4 Call Player

At the bottom Tutorial is a Call Player. The Call Player provides you with various audio controls to listen to the call associated with the evaluation. These include Play, Pause, Rewind and Fast Forward, see below.

6.2.5 Confirm Tutorial

Once you have reviewed a Tutorial, you will need to inform your Scorer. To do this click the

Reviewed button as shown below:



7 Dashboard

7.1 Dashboard Overview

The Quality Monitor Dashboard offers a graphical analysis of the scorecards that have been actioned, as well as an Agent performance summary. The panels available provide both weekly and monthly statistics and can be altered according to personal preference.

To view the Dashboard, click the link in the left-hand panel and you will be presented with a window similar to the one shown below:

Note: The graphical panels are displayed based on your permissions. If you are not able to view the appropriate information, please contact you supervisor.

Note: Click icon to view Agent Performance Trend statistic in a separate big window.

7.2 Dashboard Panels

There are 4 panels available from the Dashboard and each can be amended so that it is displayed according to your personal preference.

To configure a panel, click the configure icon located to the top right. Information related to each panel and details on how to configure it can be found below:



o Agent Performance Trend

This statistic represents the average agent score over a specific time period.

o Title:

Contains the title that will be displayed at the top of the panel

o Chart By:

Specifies if the results should be displayed against the agents or a team

o Teams: Provides the ability to select a team

o Select Agent(s):

Provides the ability to specify the agents that will be included in the results

o Chart Tracking:

Provides the ability to specify the time period by week/month

o Set Default: Restores the panel to its original settings

o Most Recent Scores

This statistic represents highest and average score along with the actual score of 5 scorecards that have been performed recently.



o Title: Contains the title that will be displayed at the top of the panel

o Teams:

Provides the ability to select a team

o Set Default: Restores the panel to its original settings

o Scorecard Totals

This statistic represents month wise bar graph of total scorecards against total calls recorded for a single team.

o Title:


o Teams: Provides the ability to select a team

o Set Default:

Restores the panel to its original settings

o Scorecard Status

This statistic represents, a pie chart of scorecards in different stages (Accepted,

Incomplete, Unsent, Pending and Sent) for a single agent or a single team.



o Title:


o Chart By:

Specifies if the results should be displayed against an agent or a team

o Teams:

Provides the ability to select a team

o Agent:

Provides the ability to specify the agent that will be included in the results

o Chart Tracking:

Provides the ability to specify the time period by week/month

o Set Default:

Restores the panel to its original settings



8 Appendices

8 Appendices ................................................................................. 30

8.1 User Access Rights .................................................................................... 31 8.1.1 User Access Matrix ....................................................................................31



8.1 User Access Rights

8.1.1 User Access Matrix

Quality Monitor includes limitation rights that determine what features a user has access to. Details of what users can access which features can be found in the matrix below:

Administrator Configuration Manager

Scorer Agent

Questions Types x x x

Questionnaires x x x

Campaigns x x x

Reporting ( User Specific Access) x x

Tutorials x

Scorecards ( User Specific Access) x

Dashboard x



The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by affiliated companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Neither ALE Holding nor any of its affiliates assumes any responsibility for inaccuracies contained herein. © 2019 ALE International.

www.al-enterprise.com


http://www.al-enterprise.com/

http://enterprise.alcatel-lucent.com/



Quality Monitor - Release 2...Quality Monitor version 2.4 Alcatel -Lucent name and logo are...

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