Crystal Quality® Online Help (V 4.3.19)
Contents
1. Group Name ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom Manage Searching Results Introduction to Searching Results Window Export records into zip PDF XLS XLSX RTF and CSV file Save and convert recording files Annotate on records ok Crystal quality make evaluation and add tag asg Home Monitor Search CEET v Quick Search Reference No Local Start Time Local Stop Time Direction Duration Caller ID Called ID Extension Tag Score Group Name Ingra 1 00100006000_20140611_20140611171810_205 2014 06 11 17 18 10 2014 06 11 17 18 21 6 00 00 10 6488843 205 ergocom apa 00100020005_20140611_20140611170638_219 2014 06 11 17 06 38 2014 06 11 17 09 30 R 00 02 51 089467540 219 ergocom Last 3 Days 00100012002_20140611_20140611165702_211 2014 06 11 16 57 02 2014 06 11 16 57 27 6 00 00 25 0546737818 211 ergocom 00100012002_20140611_20140611165649_211 2014 06 11 16 56 49 2014 06 11 16 56 51 6 00 00 02 049853651 211 203 ergocom 00100020005_20140611_20140611165432_219 2014 06 11 16 54 32 2014 06 11 16 55 15 00 00 42 ergocom 2014 06 11 16 50 32 2014 06 11 16 55 24 00 04 51 0522499532 00100012002_20140611_20140611165032_211 ergocom 00100012002_20140611_20140611164941_211 2014 06 11 16 49 41 2014 06 11 16 50 13 R 00 00 31 211 ergocom 8 00100001002_20140611_20140611164941_200 2014 06 11 16 49 41 2014 06 11 16 50 12. 34 Audit List Audit management audit information is available to the technical support staff the main customer interface record each operation in order to offer customers a variety of unusual circumstances query information Crystal Quality Cc a L 8 Audit criteria query CATEGORY 15 06 2014 Application 15 06 2014 Application Export alarms 15 06 2014 Search and Playback DisplayName RecordviewColumns gt Record Conditions eee nmas askies Canchiverlag null AtTable 6 CalledID null Callert 15 06 2014 Login Logout UserName admin Check alarm information according to certain conditions OOOO OB Event ee 5Z zi Category Local st Si Time Local Time Nee CL R _ DIij kn k kk i cxIuI I 1 k jljll j luiai zai Name oe O _ a WZ ML L L_WV J Address gt jj XrEEaEEEI I EEE ZIZ ZDI IT User zy _ a Id l search cancel dent aeae 1 An audit events provides the type of event CQ page operation 2 Audit category offers classes CQ page operation belongs Status change IP Address CONTROL_BY_ 192 168 1 50 CONTROL _ Y_I 192 168 1 50 CONTROL_SY_I 192 168 1 50 CONTROL_BY_ 192 168 1 50 CONTROL BY I 192 168 1 50 CONTROL_BY_J 192 168 1 50 192 168 1 50 192 168 1 50 192 168 1 50 192 168 1 50 3 Local start time and local end of time CQ page provides operation start t
3. Crystal Qualit Q Crystal Quality Online Help v 4 3 19 Table of Contents KEAREN EEEE EEE AEE EEE EEE EEA e r r rb arm 4 Introduction to Crystal Quality Application Modules E I EE EE EEEE ANAE IE IN T E A T E EEA A AAE AE A ET A A IA O ET 5 Eavroment nata e e O OYOoOeo e iAi iaRaeA AiRIRTRIReerereRe rReReReRIEIRARuIaoIaAaAAaAaRHH Hm 5 First Time Log in Crystal Quality cceccesecccesecccesscccescecescecenececenecsseuscesenecesenecesenecesenceseuaceseuacetenecessnacesenacetsuasenes 6 Crystal Ce eo bases sc y nci sanl any yka a ayak ersun seann yey dy kana an ay de d k e e e Eu q b a lu Kux k na Ked Sin 04 a aw V k a kw 7 Crystal Quality Homepage i eee eee ee keke eee eke k KK K e KE K KEK K A stts ttost test tos KEK e KEKE KEK KEK e KE e KEKE KEK KAKA KEKE KER 8 Search IntrodUuctl n t C Seni CIN i 44 24 c ksai diy a data An suya kus l Eya kura da n na OUR k salaye hun k aa re k ye kan W Ea War eka ya kan k yaka 9 Find Records EER I AE E EEEE A EEEE EEEE EAE E 10 Search bi AIEA AAE A E A EN 11 Tl EIEEE E E A eee 12 O LA a E E RE R E OEN EANO 12 2 ln Eare E A E canteen AS A E EEE E A A S 13 Customized result searching criteria essseeseeesssereseseeessesesersreresesesesevestsereseseuestseueeesteesstesartessseteesseeeseseeeseseeessreee 13 Manage Searching Results Save your frequen
4. D14 00 00 D14 00 00 Di4 00 00 13 06 2014 00 00 Dashboard presents you automatically 6 default graphic views of call statistics users records in recent 7 days users records in recent 1 months users scores in recent 7 days users scores in recent 1 months Comparison of total records in recent 1 months Comparison of total records in recent 7 days Trend of users total records in recent 1 month Trend of users total records in recent 7 days Percentage of users total records in recent 7 days Trend of users average scores in recent 7 days It is possible to watch different graphic views by push on the select module amp Home statistics page only shows a maximum of six statistics module Due to some type of dispute you want to find one or several interactions and play them back The first task at hand is to find the interactions This is performed via the CQ Searching and play window Crystal Quality E me Moritor Y Quick Search li V Selected 1 Reference No 00100020005_20140611_20140611150712_219 00100026004_20140611_20140611150613_225 00100026003_20140611_20140611150542_225 00100008000_20140611_20140611150542_207 Last 3 Days 00100026002_20140611_20140611150450_225 00100026001_20140611_20140611150432_225 00100026000_20140511_20140611150420_225 00100009000_20140611_20140611150420_208 00100005000_20140611_20140611150345_204 00100026000_20140611_20140611150200_225 0010
5. Duration From amp Duration to search records basing on the length of the audio file take the picture below as an example Duration All records of which duration is not exceed 1 hour will be found The format for Duration is hour minute second Extension Extension number you want to search for it can be single or multiple choice you can select it from existing extension list by press drop down list 10 General Recent Start Time 2014 06 11 00 00 00 2014 06 11 23 59 59 J utc Duration 00 00 00 Caller ID O Extension Called ID 100 Extension 101 102 Direction 303 T4000100 Screen Flag 74000101 74000102 74000103 Reference No Caller ID number of incoming outgoing call maker you can select to enable fuzzy query i i i i v Similar Called ID number of receiver for incoming outgoing call you can select to enable fuzzy query Reference number serial number s record filter Direction call direction Screen flag find records which includes screen recordings as well or standalone screen recordings or voice recording only or all of them Search by User Name Click tab user the window below appears Advance Query User Name ee pia O Group Name Role Name EE eee E Efi Group SuperAdmin Group QAManager Group QA Group Monitor Page 1 of 9 89 items eee eas gt n RETA EI Oo
6. X333 c cs e JJggxxxxyggg e b o epe a e e bx 28 lal axeoea h h phphh o reraearara rrr mmmmmmb n ar 29 Define what user information will be displayed in user d t eke eke keke kek eee k k 29 Organization Ar alacak gt gt gt o oe oer orernrern nahnarnararareJmmmmmmmeeeeeebrmnm 30 Ba adar oa w D gt e e wzjja e oeo a bb ma 30 Edit opani za O aoin a AEE EENEN m aa _m_ m HHEENnEE ENnE HEEE HE HnHJHJMIMD MM 30 Report UTP REINS TG CO TEDN rere EE E EAEN Bn AEE EE 31 aeRO E EEE ONE ET A A E EEA A AEAN T AE A 32 A T E AA NN VET E N A E AA EEA E A DD E E I E A E or TA 33 DD 2 N EA A E AN AE A E AE E 33 Alarm management Alarm list E a a TT E AA EEE E N EA EE E A E N E aeateas 34 Audit list E a RE E T A 35 Glossary EPOS D AB SS nA O a AE S E 36 E lan EEE NE E IEE AE J E A II E E A EN RE ree E 36 ELA LA N E AE AEAEE A E A tian E NA AAEN A wes IEE T EE A E EET 36 E AEA lS os ect ce A A A A A A E AAA A E E EA saasouoniedees 37 Related Guide This guide is mainly focus on system configuration and operation for CQ system Information in this document is subject to change without notice and does not represent a commitment on the part of Crystal Innovation Solution Ltd The systems described in this guide are furnished under a license agreement or nondisclosure agreement All information inclu
7. 00 00 00 2226 00 00 09 13 Q 4 tal 00 00 00 00 0 o 0 os P n momi 00 00 90 00 kuta 00 00 00 00 Adm n strator 00 00 52 36 amp e amp e oco 7 ws avereqe scores n recent 7 days Jn ka 3 a G 23 222 O21 230 0 2226 Ow na kuta 233 2232 231 230 2226 tal or kta Adm r strabor demo ko deis 2293 22 3 226 225 et Sopon 9 224 enzi w 2 9 210 2 2i5s 214 213 22 211 x ny 2 25 ao M 21 6 be Administrator 0 00 0 00 0 00 0 00 n m a 0 ESEREN SE PE EE EE osad CS ej2014 06 06 2014 OTADA 05J06 2014 D9y05 2014 b jc J2014 04 05 2014 OSDA tejte 2014 07 06 2014 Oami O9 DE DDI4 LOj06j2014 click on the Select modules drop down box as shown below the page offers 10 kinds of fast statistical method as shown below users records in recent 7 days v users records in recent 7 days users records in recent 1 month users scores in recent 7 days users scores in recent 1 month Comparsion of total records in recent 7 days Comparsion of total records in recent 1 month Trend of users total records in recent 7 days Trend of users total records in recent 1 month Percentage of users total records in recent 7 days Trend of users average scores in recent 7 days Select Module Comparsion of td D14 00 00 N14 00 00
8. 03 00 04 09 00 00 01 Caller ID 204 0544952194 203 6370303 0542333871 6370303 6370303 0544952194 Called ID 203 208 5617894 5617894 0545494401 6370303 6370303 0542333871 204 Tag and Evaluation can only be added on single record not on multiple records Extension Tag 213 213 216 205 213 213 200 208 User Name 2000 206 2080 2000 2060 200 2060 2130 2130 200 2130 213 2040 2160 2160 2000 2090 212 2090 2090 216 2130 2130 2160 2050 2130 2130 2000 2080 you can add evaluations as much as you want for that record which can be you can add notes tags as much as you want for that record which can be Group Name ergocom ergocom CIS SUPPORT ergocom ergocom ergocom ergocom CIS SUPPORT CIS SUPPORT ergocom CIS SUPPORT CIS SUPPORT ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom CIS SUPPORT CIS SUPPORT ergocom ergocom CIS SUPPORT CIS SUPPORT ergocom CIS SUPPORT CQ Player Introduction to CQ Player CQ Player enables you to play back voice and or screen interactions via your telephone or Speakers The Player also empowers you to tag annotate evaluate and save records Crystal Quality Player T E Progress bar Volume shows you clock adjustment time 4 Called ID 6370303 Local Start Time 2014 06 12 11 07 33 ba Forward i Save the selected voice clip as wave file i
9. ABPDADADRDARAARDRDAA 00 04 4 Caller 106734922 RN Tea Duration 00 00 14 00 00 34 00 02 14 00 02 11 00 03 24 00 00 29 00 00 49 00 00 49 00 00 35 00 00 35 00 00 35 00 00 50 00 00 34 nanena Caller 10 203 n EZ EZE Called ID Extension Tag Score 203 219 203 225 207 225 207 225 225 225 208 203 204 200 225 4200 204 207 207 225 210 8 212 06 09 Local Start Tene2014 06 11 14 53 22 aan ane User Name 21 2250 2250 2070 2250 2250 2250 2080 2040 2250 2040 2070 2250 2100 2120 2120 2190 2250 2060 2190 2250 2010 2250 2180 2180 2120 2190 1 Searching sub window Define and running your own queries to find the records 2 Searching Results sub window list all records according to the queries you defined double click select records to play single multiple records or more than that you can Export selected records into zip file including Microsoft Excel and Wav file e Export selected records into Microsoft Excel Microsoft Word and PDF Group Name ergocom ergocom ergocom ergocom ergocom ergocom ergocom CIS SUPPORT ergocom ergocom ergocom ergocom ergocom CIS SUPPORT ergocom ergecom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom ergocom Evaluate and mark records including Performance grade Importance Evidence e Tag records Q o 6 3 CQ Player T
10. RFE Report Configuration Management asse End Time Dura Caller ID Customize Monitor Details CQ Monitor contains a series of call information including Online User Name Extension Status Duration Start Time Direction Caller ID Called ID listen and Screen Channel Monitor CQ Monitor enables administrators technicians and supervisor to monitor channels according to each specific Called ID logger at a site to make sure they are working properly They can live monitor voice conversation and screen activities CQ Monitor provides you the following information and status Record idle K E The status of agent workstations 22 Extension icon status ite A Call i E Recorcing Operation o nitor nitor 00 0 0 ll 00 0 ID 0 to Ea Sc tr 8 tor D Se or 2 Sc or Q S tor CI Se tor J Sc id Extension Extension s number User User name attached the specific extension in CQ Configuration module Start Time Start time for telephony conversation End Time End time for telephony conversation Duration Call Duration Caller ID Number of incoming outgoing call maker Called ID Number of receiver for incoming outgoing call Operation Monitor Listen to the conversation in real time Screen Screen recording application client CQ agent is installed on the specific extension or not Live Monitoring Voice Conversation and Screen Activities CQ Monitor e
11. amp src SearchPage amp ref 00100017001 _20140612 20140612093918_216 Reference No 00100017001_20140612_20140612093918_216 Start Time 2014 06 12 09 39 18 Agent 2160 Direction Call out Duration 00 04 40 Creator admin em test Total Score 100 00 Passline 80 00 Percentage v ski Hi EZE 1 manana Total Score 50 00 Weight 50 00 Passline 40 00 1 1 nr ns Total Score 25 00 Passline 20 00 Choose template score sheet ER ERE EEE EEE EEE E EEEEEREEEEN N 1 2 o v Total Score 25 00 Passline 20 00 El 2 22 s2 29897 oxa Total Score 50 00 Weight 50 00 Passline 40 00 2 1 42n7 mv An Total Score 25 00 Passline 20 00 WAN ANON T r Tr AN ANON DK ANON DARN EN AN S r S y ANON DA ANON BARS 2 2 92 DSI AN2 Total Score 25 00 Passline 20 00 1 25 00 0 0 00 Save and Print the evaluation after Calculate the score sheet Calculate A Important If the score sheet does not appear in the template we want to score as shown below so the scoring template is empty In order to define score sheet click on the toolbar Configuration score sheet management select the required score template click on the icon as shown below e Crystal Quality Q a Q 5 z aso i ear f Configuration m Total Score Passline Perce Qe Poin reato reate Dat nlidate from plidate to Comment Title Comment tem Description is compl
12. cycle Day of every n F month s of n months the date of the cycle m day of each month The Third E Dav E of every mE month s month cycle is the cycle date is every day of the month m In Yearly The cycle of Every year cycle cycle date is the date of a particular year The of ianuary year cycle cycle date is the year of the first few days of a month Print report Select a report and click on the printer icon as shown below Crystal Quality r i gt Home Monitor Search RFE m Configuration Management v M Shared Folder N public report test B tal Tn Private Folder Print the current page Print the report Download report CQ provides a report download function Click on the ee icons as shown below Crystal Quality Q n Q 5 l a Home Monitor Search RFE Report Configuration Management dj e Page of Pdf T v D Shared Folder N public report test l tal MW Private Folder Export a report Exporta report and and show it in a save it to the new window disk 33 Alarm Management Crystal Quality provides effective fault analysis identify and report faults immediately CQ is designed to identity failures and allowed the user or the system administrator to maintain the system effectively Alarm list a Iz Q A G a Home Monitor Search RFE Report Configuration Management Cryst
13. diagram to open and save it local Download 9 C Rename C Export xls http 192 168 1 50 8003 CTP_TEMP_FOLDER 5244_ 83_1552930859 SaveAsRequest 1754362334 _At 48_01_15_2 18 Export Selected Records Select single or multiple Shift Ctrl records click RTF and CSV file please be aware that recording files will be not exported just only attached call information Evaluation on Select Record Select single record click searching criteria as well Annotate on Select Record Select single record click searching criteria as well Play Selected Records Double click on single record click v pop up window z Q A Search RFE Crystal Quality Q v Quick Search Ines ao Last 3 Days 19 a Home Monitor fel Y V Selected 1 7 00100010000_20140612_20 Reference No 00100001003_20140612_20140612112948_200 00100007000_20140612_20140612112054_ 206 00100009000_20140612_20140612112037_208 0010000 1003_20140612_20140612111741_200 00100007000_20140612_20140612111506_206 00100001003_20140612_20140612111448 200 00100007000_ 201406 12_20140612110916_206 001000 14000_20140612_20140612110831_213 00100001003_ 20140612 _20 001000 14000_20140612_20 001000 14000_20140612_20 00100005000_20140612_20 00100017000_20140612_20 001000 17000_20140612_20 0010000 1003_20140612_20 001000 13001_20140612_20 001000 10000_20140612_20140612105029_209 001000 17000_20140612_20140612
14. o E Dn O o O o mi Select User Group and Role from the drop down list they can be single or multiple choice User the user defined by administrator in CQ User Management application module Group the Group defined by administrator in CQ User Management application module Role the Skill defined by administrator in CQ User Management application module Marking the user name option H VST Name choose just the users in the specific page So if you want to choose the all relevant users you must to mark it in every page separately 11 Search by Group Click tab group the window below appears Advance Query Group T T Organization d avdor dd CIS SUPPORT i ergocom J amp Group dd PRI 234 Domain J Ungrouped Cancel Making a search by the group defines in the organization They can be single or multiple choices Search by Tag Click tab tag the window below appears Advance Query Tag agent creatorO ss Find records depending on the tag you put on records including Importance Worst and all Agent the default search by tag extract all the records they have a tag Creator search record by the user who creates the tag uses can be single or multiple choices Notes search records basing on the notes you add into them 12 Search by Evaluation Click tab evaluation the window below appears Advance Query Score Agent creator i Scoring
15. r Number of times for r Last active date 7 Click on display gt Choose user gt select from the left side of the frame the information you want to display in results window and remove it to the left side 29 Organization Add Organization Organization is the parent of the organizations groups Select user from user list and click this button Crystal Quality ce a 2 User Mansgement Users amp Groups Role Managemen Contact Management Fill in the name of the organization and click on the confirm button to complete the action Obligatory filed to fill in w Enable v Delete Organization z Select an organization and click Edit Organization f Select an organization and click 30 Click on the confirm button to complete the add action A o Crystal Quality a Q 5 Report Introducing CQ report Data Statistics for customer interactions are quantifiable measurements which reflect the critical success failure factors of an organization It helps an organization define and measure progress toward organizational goals CQ report is an application for supervisors managers and analysts to monitor and analyze running status for the organization in a graphic view CQ report enables authorized users to generate statistic report about the status organization handling customer interactions It can be basing on many criteria like user groups ext
16. to each role according to your organization hierarchy Click on this b 2 utton Crystal Quality QEG E Home Monito Search RH ieport Conhguraton Management re ees Role Name Create Date Description Enable System Role eigen zaran System Buln Role a Organization Management QAManager 25 03 2014 System Build n Role z Z7 Contact Management QA 25 03 2014 System Build n Role EA 7 P Agent 25 03 2014 System Build n Role z F Alarm List f _ Domain 25 03 2014 System Build n Role iv 7 Audit List Define the privilege for each function module ee L aa Role Name aeee eee Enter a rule name Log on ae Administration Z Search Configuration Enable Report Evaluation Privilege in Role Log on Privilege for current role to access CQ system Administration Privilege for current role to manage users including add delete edit User Group Role and Skill Search privilege for managing search results Configuration Privilege for current role to setting up system parameters Reports Privilege for watch and make statistic reports Evaluation Privilege for current role to live monitor telephony conversation or Screen activities or both Delete Role Select a rule and click Edit Role Select a rule and click 26 f User Add User All users recognized by the system regardless of their status must be added to the CQ s
17. 0005000_20140611_20140621150159_204 00100008000_20140611_20140611145623_207 e O e WwW N let w N O 00100026000_20140611_20140611145623_225 00100011000_20140611_20140611145525_210 f 14 15 16 00100013001_20140611_20140611145338_212 00100013001_20140611_20140611145431_212 18 00100020005_20140611_20140611145210_219 19 00100026000_20140611_20140 20 00100007000_20140611_20140 21 00100020005_20140611_20140 sm 22 00100026000_20140611_20140 23 00100002001_20140611_20140 24 00100026000_20140611_20140 25 00100019001_20140611_20140 26 00100019001_20140611_20140 27 00100013001_20140611_20140 28 00100020005_20140611_20140 na annan 1V3 220 items Start Time 2014 06 11 00 00 00 2014 06 11 23 59 59 JM urc Duration 00 00 00 lz Extension Bi Caller ID O Similar Called ID r Similar Reference No C Similar Direction D Call out D Callin Screen Flag F Yes D No G Report Local Start Time 2014 06 11 15 07 12 2014 06 11 15 06 13 2014 06 11 15 05 42 2014 06 11 15 05 42 2014 06 11 15 04 50 2014 06 11 15 04 32 2014 06 11 15 04 20 2014 06 11 15 04 20 2014 06 11 15 03 45 2014 06 11 15 02 00 2014 06 11 15 01 59 2014 06 11 14 56 23 2014 06 11 14 56 23 2034 06 11 14 55 25 2014 06 11 14 54 31 2014 06 11 14 53 38 2014 06 11 14 52 10 stal Quality Player mee Configurator Direction Management 6 6 B
18. 0100004005_20140612_201406132123206_203 2014 06 12 12 32 06 2014 06 12 12 32 24 R 00 00 18 206 7955159 203 2030 ergocom 00100004005_20140612 20140612122252 203 2014 06 12 12 22 52 2014 06 12 12 23 08 B 00 00 15 100 203 2030 ergocom 00100001005_20140612_20140612122252_200 2014 06 12 12 22 52 2014 06 12 12 23 08 4 00 00 15 3100 200 2000 ergocom danren ana anran ania Ar nanan AAs nr an n non nar CPT a E S T T T n 55020522098 e pal Av 31714 aar Introduction to CQ Wave Form Toolbar Save the select clip into specific 21 Export records to Excel Add an evaluation to the record Add notes on a certain point on selected voice clip please be aware that you need to move stand on the point you want to add a note Monitor Introducing Monitor CQ Monitor enables you to listen to the voice and view screens of live agent interactions From your workstation you can see when an agent is interacting with a customer You can choose to listen to the voice or play its screen in real time Crystal Quality Extension User Start Time N N N io N N N n9 N N _ _ gt _ N 2 N D co w o amp N N N N N N N N _ a k N N N N 9 N co oO gt N 3 N N N gt x n N N N N N o on 5 c on a u N N KS On Copyright 2011 2013 CIS Ltd Monitor also shows you channel screen client status a iz Q k Ce Home Monitor Search
19. 105025_216 001000 14000_20140612_20140612104723_ 213 001000 10000_20140612_20 00100014000_20140612_20140612104700_213 00100017000_20140612_20140612104558_216 00100006000_20140612_20140612104503_205 00100014000_20140612_20140612104453_213 00100014000_20140612_20140612104353_213 0010000 1003_20140612_20140612104150_200 00100009000_20140612_20140612104104_208 1 1 83 items G a Report Local Start Time 2014 06 12 11 29 48 2014 06 12 11 20 54 2014 06 12 11 20 37 2014 06 12 11 17 41 2014 06 12 11 15 06 2014 06 12 11 14 48 2014 06 12 11 09 16 2014 06 12 11 06 31 2014 06 12 10 50 29 2014 06 12 10 50 25 2014 06 12 10 47 23 2014 06 12 10 47 00 2014 06 12 10 45 58 2014 06 12 10 45 03 2014 06 12 10 44 53 2014 06 12 10 43 53 2014 06 12 10 41 50 2014 06 12 10 41 04 Configuration Local Stop Time 2014 06 12 11 29 56 2014 06 12 11 23 22 2014 06 12 11 20 41 2014 06 12 11 22 19 2014 06 12 11 16 44 2014 06 12 11 16 51 2014 06 12 11 09 46 2014 06 12 11 08 34 2014 06 12 10 52 02 2014 06 12 10 50 40 2014 06 12 10 47 29 2014 06 12 10 47 05 2014 06 12 10 46 56 2014 06 12 10 52 59 2014 06 12 10 44 57 2014 06 12 10 43 57 2014 06 12 10 45 59 2014 06 12 10 41 06 Management Direction to export the call information into PDF XLS XLSX AAADAAAA Duration 00 00 07 00 02 26 00 00 03 00 04 37 00 01 38 00 02 02 00 00 29 00 00 02 00 01 32 00 00 14 00 00 05 00 00 04 00 00 57 00 07 55 00 00 02 00 00
20. 15_20140615120054_221 2014 06 15 12 00 54 6 00 00 03 014861862197 221 221 CIS SUPPORT 7 00100017000_20140615_20140615120052_216 2014 06 15 12 00 52 6 00 00 03 203 216 216 ergocom 8 00100004001_20140615_20140615120052_203 2014 06 15 12 00 52 R 00 00 03 216 203 203 ergocom 9 00100022000_20140615_20140615120019_221 2014 06 15 12 00 19 6 00 00 01 2 221 221 CIS SUPPORT 10 00100022000_20140615_20140615115957_221 2014 06 15 11 59 57 6 00 00 03 014861862197 221 221 CIS SUPPORT 11 00100001000_20140615_20140615115902_200 2014 06 15 11 59 02 R 00 03 47 0544952194 200 200 ergocom Click on each title s column sort the records result in ascending order or in descending order Sort Ascending by XXX sort searching results in ascending order e g for recordings from Aug 1 to Aug 8 2012 they will be sorted like Aug 1 Aug 2 Aug 3 Aug 8 Sort Descending by XXX sort searching results in descending order e g for recordings from Aug 1 to Aug 8 2012 they will be sorted like Aug 8 Aug7 Aug 6 Aug 1 17 Define What Call Information will be Displayed in Searching Results Click screen tab configuration the window below appears Crystal Quality Q a az 2 G A Horne Report Canfhigurationr Manageme User User Name Avatable Selected Fieki Gal n paunaa Available Selected Field Scoring Form Management UTC Start Teme j Loca Start Time Internal Call Reference No UTC Stop Time Local Stop Ti
21. 3 00 00 31 211 ergocom 00100020005_20140611_20140611164859_219 2014 06 11 16 48 59 2014 06 11 16 49 20 00 00 21 0732570734 ergocom 00100020005_20140611_20140611164626_219 2014 06 11 16 46 26 2014 06 11 16 47 29 00 01 02 0525551067 ergocom 00100020005_20140611_20140611164440_219 2014 06 11 16 44 40 2014 06 11 16 45 23 00 00 42 0505211855 ergocom 00100020005_20140611_20140611164311_219 2014 06 11 16 43 11 2014 06 11 16 43 56 00 00 45 035771818 ergocom 0005_20140611_20140611164055_219 2014 06 11 16 40 55 2014 06 11 16 42 16 00 01 20 ergocom Call information 00100001002_20140611_20140611163145_200 2014 06 11 16 31 45 2014 06 11 16 35 38 00 03 53 5717216 200 ergocom received from CQ 2014 06 11 16 31 32 2014 06 11 16 35 05 00 03 33 0544939930 00100012002_20140611_20140611163132_211 ergocom system 00100020005_20140611_20140611163130_219 2014 06 11 16 31 30 2014 06 11 16 32 37 00 01 06 0504497933 ergocom 00100002001_20140611_20140611162544_201 2014 06 11 16 25 44 2014 06 11 16 25 47 6 00 00 02 207 201 ergocom automatically 00100012002_20140611_20140611161911_211 2014 06 11 16 19 11 2014 06 11 16 22 34 6b 00 03 22 0544939930 211 ergocom 00100020005_20140611_20140611161203_219 2014 06 11 16 12 03 2014 06 11 16 12 34 00 00 30 ergocom 2014 06 11 16 10 47 2014 06 11 16 11 24 00 00 37 203 00100020000_20140611_20140611161047_219 e
22. Ea Crystal Quality Q ye e Home Monitor Users amp Groups Role Management Organization Management Contact Management Alarm amp Audit Alarm List Audit List Module Toolbar information about user amp group is easy to manage Management 24 Organization Management Divided according to the actual situation in the corporate sector organizations user and group information management is the group s parent organization Group Add Group Before adding group have the following information ready Group name and its member according to organization tree Group privileges Click on this button l U i e Crystal Quality a Q 2 l a Home Monitor Search RFE Report Configuration Management ve are Meseres TT gt A Organization Role Management amp avdor Organization Management dh CIS SUPPORT Contact Management iat ergocom v d k G Alarm amp Audit ii dh PRI Alarm List i i Domai omain Audit List M grond Enter the group name Group Editor Choose the parent group it belongs to Description Enable Groups can be moved around in the group s tree using the drag and drop technique groups cannot be moved into one of their own lower level sub groups Delete Group Select a group and click Edit Group Select a group and click 25 Role Add Role There are many Roles in your organization different privileges authorized
23. Form Agent the default search by evaluation extract the all records they have a score characteristic Creator search record by the user who creates the grading uses can be single or multiple choices Scoring from choose which test from a score sheet templates Score you can find records depending on the score they have Customized result Searching Criteria Click tab setting the window below appears Advance Query Settings Default Self Defined Available Selected Reference No Local Start Time Direction Duration Caller ID Called ID Extension Tag Score User Name Group Name CQ enables user to choose from 11 fields which columns will be realized in the specific search Mark the self define button gt select from the left side of the frame the information you want to display in results window and remove it to the left side 13 Save Your Frequently Used Queries All searching criteria can be combined together in order to narrow the searching scope you can also save the result of the specific search you made as a report by mark the save button z Advance Query X General Guran Direction C Call out Call in Screen Flag C Yes No After mark save and click on confirm button the window below appears New Folder X Public Private Name gives a relevant name to your specific search Parent the name s folder you want to save the searching report in it Public pr
24. a statistics reports in a real time Configuration defines the entire CQ system from hardware to application level to set up all system parameters Management Manage CQ users by Role Group and Skill to authorize all types of user privilege CQ easy Agent Option A client application empowers agent and supervisor manually which give an ID from login PC CQ Agent Option CQ Agent records full time screen activities Environment Introduction This manual describes the Crystal Quality Business Optimization hereinafter referred to as CQ introduced the recording inquiries inspection reports statistics ratings and other detailed features for you to better understand Crystal Quality company s product This product requires the use of the environment as follows Hardware e CPU Type Intel Core i3 more e Memory 4G more e HDD 500G more Software 32 64 Microsoft operating system e Oracle SQL Server 2005 2008 Crystal Quality full package First Time Log in Crystal Quality After succeed in installing CQ system on your recording server you can enter to the system from your own PC Before you can enter into the CQ system from Internet Explorer in your PC you must to download Adobe Flash Player by using the link http go microsoft com fwlink Linkld 269538 Pay attention the download is not necessary if you enter to the system from Chrome browser Than type domain name or IP add
25. al Quality Q aso B Users amp Groups IGNOREBYU IGNORETIME IP Address Role Management Organization Manag ntact N gement Export alarms p 0 G amp E a 5 U1 6 i s 3 4 R Check alarm information according to certain conditions Alarm conditions inquiry The alarm management query page offers a variety of query filters user can select multiple filters leve S DB Event Alarm Category Application Local Start Time Local Stop Time IP Address RESETALARMBYUSER IGNOREALARMBYUSER PC b Loo b Lo b Ped OL search RET 1 An alarm level provides three alarm degree level where serious is the highest alert level error alarm is secondly and warning is in the last level 2 Alarm event offers CQ applications running in the background processes that are involved in a variety of alarm events 3 Alarm category provides alarm occurred Category configuration file application license user management 4 Application provides each application CQ alarms involved 5 Local start time and local end time offers CQ alarm start time end time 6 IP operation provides a CQ page where the IP address 7 Reset alarm by user provide a content operation to reset the alarm user 8 lgnore alarm by users provide a manual operation to ignore the content of the same alarm users
26. ded in this guide such as text graphics photos logos and images is the exclusive property of Crystal Innovation Solution Ltd and protected by United States and international copyright laws Permission is granted to view and photocopy or print materials from this guide for personal non commercial use only Any other copying distribution retransmission or modification of the information in this document whether in electronic or hard copy form without the express prior written permission of Crystal Innovation Solution Ltd is strictly prohibited In the event of any permitted copying redistribution or publication of copyrighted material no changes in or deletion of author attribution trademark legend or copyright notice shall be made Introduction to Crystal Quality Application Modules Crystal Quality comes with multiple software modules designed specifically for all types of businesses including CQ Home a shortcut to frequently used application modules for specific user provided the user agent recordings ratings and other statistical methods Mionitor enable user to live monitor telephony conversations and screen activities immediately replay the conversation even it is not finished yet as well as system running status Search search amp replay recorded audios and screen clips in addition user is able to export annotate mark and tag on the searching results Report the option to make and watch
27. ensions and date All statistics will be presented as statistical chart in graphic view CQ provides the users prepared templates of reports Agent Report Agent Score Group Report Group Score Incoming report Outgoing report Online Customer Statements Qa S Home Monitor Search RFE gt xepo gt Page of 3 c lad Pdf Agents Report el Ig ahak H t n e e e e e e J B 8 8 Bw He e gt gt 2 gt gt 5 gt or OFT a SU gt gt pE amp 3 ovr Ph uw i a HW Be 8 Ca Total Duration Average Duration Ga In o0000 ooo 0 0 0 a3 AW nnn A n n Report status icons Q New Report Add a new report in a shared or private folder Add folder Add a new folder in a shared or private folder subfolder Editor The report has been saved for editing ii Delete Delete saved reports Shared Folders for multiple users directory Multiple users have the right to use the common reports Private aes Folder only for a specific user directory 31 Report query The New Report modify report query page provides a variety of filters Users can select multiple filters New Statistic Fm i Report Template Agent Average Score repx w Daily i ai O Weekly Every F day s Folder Name Shared Folder 7 EN Monthly Every weekday m Ues
28. ete _ Alread 3 System Build 05 02 2014 05 02 2014 30 04 2014 100 test qm form evaluation for Apple 100 00 70 00 n System Build 13 02 2014 300 a a In pop up window select the required authorization group as shown below Authorization E Select All Unselect All EJ avdor Group Domain PRI ergocom CIS SUPPORT After refresh the page the section recordings rating scores will be displayed 16 Tag on Select Records According to your business rules you can put tag on selected records including evidence and importance Tag content is user defined Organize Searching Results Sorting Searching Results In call center many calls have to be handled by each agent every time sort your found records basing on all kinds of criteria is another way to find specific records besides of searching filter Reference No Local Start Time Direction Duration Caller ID Called ID Extension Tag Score UserName Group Name 1 00100007000_20140615_20140615120534_206 2014 06 15 12 05 34 6 00 01 14 1700700786 206 206 ergocom 2 00100004001_20140615_20140615120534_203 2014 06 15 12 05 34 6 00 00 13 200 203 203 ergocom 3 00100001001_20140615_20140615120534_200 2014 06 15 12 05 34 R 00 00 14 203 200 200 ergocom 4 00100004001_20140615_20140615120123_203 2014 06 15 12 01 23 R 00 00 58 204 203 203 ergocom 5 00100017000_20140615_20140615120057_216 2014 06 15 12 00 57 6 00 00 00 2 216 216 ergocom 6 00100022000_201406
29. g access to CG features You might assign agents and supervisors different levels of system access An agent might not be allowed to delete the recording or add Notes Advantages of roles Roles provide the framework for system security Roles allow you to assign security permissions to sets of users rather than individually 36 For example if the permissions for a group of users such as supervisors need to change you only have to change the permissions once for the role Changing security permissions for a role changes the permissions for all users to whom the role is assigned Scenario Reconstruction In Contact Center Agents make and receive tons calls every day to handle customers requests regarding complain consulting operation processing etc Even the well trained one will probably encounter some intractable issues which critically needs assistance from their superior In that case or any others agents have to hold customers calls for a couple of seconds and make a call to their superiors or even conference them into the customers calls The traditional call recording solution will cut this conversation into multiple recordings which is hard to bundle together for complete conversation retrieval CQ provides you Scenario Reconstruction technology to enable you to retrieve the multi calls from the beginning to the end 3
30. h Irom nem Last 3 Days 10 1 12 1 w w 14 1 16 vi 1 1 19 20 2 22 2 2 2 26 27 26 u v Copyright 2011 2013 CIS ttd Home AN ww vanes kd 2 gt ve wu N a pa Reference 00100017001_20140612_20140612125625_216 00100004004_20140612_20140612125625_203 00100004003_20140612_20140612125625_203 00100005000_20140612_20140612125625_204 00100023001_20140612_20140612124658_222 00100004003_20140612_20 rysta Quality Mayne 00100004002_20140612_20 2030 ergocom 00100023001_20140612_201 TNT 00100004004_20140612_201 A 2030 ergocom 00100004003_20140612_201 2030 ergocom 00100005000_20140612_201 2040 ergocom 00100004002_20140612_201 2030 ergocom 00100001005_20140612_20 2000 ergocom 00100007000_20140612_20 2060 ergocom 00100004001_20140612_20 203 ergocom 00100017001_20140612_201406 5 5 35 50 4 06 39 46 00 03 48 2160 ergocom 00100008000_20140612_20140612123558_247 2014 06 12 12 35 58 2014 06 12 12 39 46 a 00 03 47 216 207 2070 ergocom 00100004001 20140612 20140612123558 20 2014 06 12 12 35 58 2014 06 12 12 39 47 les 00 03 49 207 203 2030 ergocom 00100004000_20140612_20140612123558_203 2030 ergocom 00100017000_20140612_20140612123329_216 The records automatically played one after the 2160 ergocom 00100004005_20140612_20140612123329_203 2030 ergocom 00100007000_20140612_20140612123206_206 2014 06 12 12 32 06 2014 06 12 12 32 24 G 00 00 18 7955159 206 2060 ergocom 0
31. he Player enables you to play back voice and or screen interactions via your telephone or speakers Find Records Advanced query interface provides a variety of query filters divided into the following categories General 9 e user name e group e Tag e Evaluation e settings Basic Searching Criteria When you Rm Q Search CQ Search Window appears you can define your query to find specific interactions in the window below Advance Query General General Start Time 2014 06 11 00 00 00 2014 06 11 23 59 59 EJO utc Caller ID hard EE EREN Similar seeratebyoommas Je Reference Nos Seperate bycommas BI siw Direction O Call out U Call in Screen Flag Yes No In order to narrow the searching scope CQ provides up to six types criteria to help you find the specific records quickly and easily General Searching Criteria Recent search records basing on specific back time take the picture below as an example Recent The searching scope is defined as from the last two days not include the current day Start time search records basing on time scope take the picture below as an example Start Time Joue The searching scope is defined as from May 5 2014 00 00 including 00 00 00 to 23 59 including 23 59 59 2014 05 08 23 59 59 Bj r urc 2 3 14 5 e 17 s 19 20 21 22 23 24 25 26 27 28 29 30 31
32. ime and end time 4 Username CQ page provides a user operation 5 IP operation provides a CQ page where the IP address 6 Users conduct CQ page provides a user operation the system uses the user name 7 Process Id CQ Web services provide a process used by the end user where Id 35 Q9 s Glossary About SSL and PCI DSS The Payment Card Industry Data Security Standard PCI DSS is an information security standard for organizations that handle cardholder information for the major debit credit prepaid e purse ATM and POS cards Defined by the Payment Card Industry Security Standards Council the standard was created to increase controls around cardholder data to reduce credit card fraud via its exposure Validation of compliance is done annually by an external Qualified Security Assessor QSA for organizations handling large volumes of transactions or by Self Assessment Questionnaire SAQ for companies handling smaller volumes Secure Sockets Layer SSL are cryptographic protocols that provide communication security over the Internet SSL encrypt the segments of network connections at the Application Layer for the Transport Layer using asymmetric cryptography for key exchange symmetric encryption for privacy and message authentication codes for message integrity In order to secure all data transmission over Internet for CQ system SSL certificate must be deployed on CQ recording server About Group
33. ite security user authentication and Organization management Users logging in to CQ system must have proper authorization for each application as well as permission to access agents and their interactions The Users Administrator provides the means to give each user an individual Login ID with the necessary privileges Password and security options can be set globally or on an individual basis The following chapters describe how to build your organization s employee hierarchy and assign privileges to users as necessary Before You Begin Before you go any further make sure that you have the following information ready Concept of Group Role User Your organization chart Concept of Group Role User A CQ System User might be an agent a supervisor a system administrator or technician etc The prerequisite condition to be CQ user is having a unique user ID and password To protect sensitive customer data different accessibilities must be authorized to different users we call it privilege Privileges are role based each role is a set of privileges Role is attached to users or to groups of users available only in Crystal Live Role that are attached to a user give each user the identical privileges Each time the privileges in a role are updated the change is dynamically filtered throughout your user database Users can be grouped together for managerial purposes CQ supports a multi tiered user hierarchy PN
34. ivate the privilege accessibility to watch the specific searching Public the all users can open and watch the saving search Private just the user who made the search allowed watching it Crystal Quality a H 5 G Home Monitor RFE Report Configuration Managernent H MBS ve h n Quick Search Reference No Local Start Time Direction Duration Caller ID Called ID Extension Tag Score t Savin g Here 2 00100013001_20140612_20140612081918_212 2014 06 12 08 19 18 B 00 00 15 036370303 212 sea rches re3 2 00100013001_20140612_20140612081827_212 2014 06 12 08 18 27 B 00 00 09 036370303 212 Last 3 Days 3 00100013001_20140612_20140612081753_212 2014 06 12 08 17 53 4 00 00 05 036370303 212 4 00100001002 _20140612_20140612081731_200 2014 06 12 08 17 31 B 00 01 14 4206 200 5 00100013001_20140612_20140612081500_212 2014 06 12 08 15 00 B 00 01 39 036370303 212 6 00100013001_20140612_20140612080638_212 2014 06 12 08 06 38 B 00 04 57 12222616 212 7 00100013001_20140612_20140612080602_212 2014 06 12 08 06 02 G 00 00 29 12222616 212 8 00100013001_20140612_20140612075216_212 2014 06 12 07 52 16 4 00 00 08 036370303 212 9 00100013001_20140612_20140612073848_212 2014 06 12 07 38 48 4 00 00 06 036370303 212 10 00100013001_20140612_20140612073534_212 2014 06 12 07 35 34 re 00 00 09 036370303 212 You can also delete saved queries by click Remove button Mal 14 User Name 212 212 212 200 212 2120 212 212 212 212
35. ltiple Records cz t e eae ea a o Jjc om oJ AE O AT 20 Par MOUDE ECO TdTdv gt o or rere _ raa eem 21 introduction to CO Wave Form Toolbar i kcnu ks sulal kanenekk n nanyka ku kanek belka dale kawe wa eku b h ninaa 21 Monitor Dr 2 gt eo e eee ep eAp eAeAeAeAeAeTeATATTTTTTTT_marAg aAA AA 22 Customize Monitor Details l rlalall a lelalll e SH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH gt NIMMMNIN N 22 Live Monitoring Voice Conversation and Screen Activities To Live monitor telephony conversSat On keke keke k kK k nan 23 To Live Monitor Screen ACt V t S EL Eke keke keke k KE KEK KEKE KE KEK KEKE KE KEK K KEK KA KEKE KK EKE KE KER 23 User Management Dana SDDDDDDOrrr r kKzKbp m IIh MI YEE a a nee ecole pve esses deen MM 24 Db u E EAE A T A EAE EAT E AEA A E EATA A AA E E A AA rrr 24 Conce p or groun rOle AET aiaiai oae a E g9 zm mN 24 Group e KELAT D RrrHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHX i v 25 Bul wre 25 DD Dr A A E A T E E N E karebe 25 Role SNR E O E E EEE E E E E E EAE E E E E E A A E _ wer 26 ala T ANEA N A AEN S EENAA AAN A A AA N A AA 26 DAC E E N NiNYrRRHHHFEHEEHHHHHHHHHHHHEHEKHRREKeHHHHX EB HHH E E a 26 Be E E EE A I EE OT E E E OE E OE bnn 26 User Al ED PN HHHH HEEE HH HHHHHHH H _MDM MA 27 BN n D p wy
36. m 14 00100017000_ 20140612 201 7 Ree Ee YN ma a 216 ergocom 15 00100017000_20140612_201 216 ergocom 16 00100001003_20140612_20 200 ergocom 17 00100010000_20140612_20 20 ergocom 18 00100013001_20140612_20 14 212 ergocom 19 00100010000_20140612_2013061210 Dy 2014 05 Te gt 2090 ergocom 20 00100010000_20140612_20140612105029_2 2014 06 12 10 50 29 2014 06 12 10 52 02 B 00 01 32 0545494401 209 209 ergocom 21 00100017000_20140612_20140612105025_2 6 2014 06 12 10 50 25 2014 06 12 10 50 40 R 00 00 14 0542333871 216 2160 ergocom 22 00100014000_20140612_20140612104723_ 253 CIS SUPPORT 23 90100014000_ 201406 12_20140612104700_213 CIS SUPPORT 24 00100017000_20140612_20140612104558_216 ergocom 25 00100006000_20140612_20140612104503_205 ergocom 26 00100014000_20140612_20140612104453_ 213 2014 06 12 10 44 53 2014 06 12 10 44 57 R 00 00 02 6370303 213 2130 CIS SUPPORT 27 00100014000_20140612_20140612104353_213 2014 06 12 10 43 53 2014 06 12 10 43 57 R 00 00 03 6370303 213 2130 CIS SUPPORT 28 00100001003_20140612_20140612104150_200 2014 06 12 10 41 50 2014 06 12 10 45 59 R 00 04 09 0544952194 200 2000 ergocom 29 00100009000_20140612_20140612104104_208 2014 06 12 10 41 04 2014 06 12 10 41 06 B 00 00 01 204 208 2080 CIS SUPPORT v 1 1 83 items Double click click on single record both recorded audio and screen clip will be automatically played 20 Play Multiple Records Crystal Quality Q a v Quick Searc
37. me se A sdk Record ID Direction UTC Start Time Local Start Time oe pea UTC Stop Time Local Stop Time Archive flag i cated 10 sdk Record ID Direction CGID Extension n s EA HEZE Tag Encryption Type Duration Screen Reference No Store File Path Caller ID Local start time for S User Name Local end time for ser Sa Group Name Archive flag Called ID UTC time for Screen r CGID Ext UTC end time for scre ension Screen recording Dur Server Tag Screen dips path User ID Screen Reference No Score bes Local start time for St User Name EEE Local end time for scr Group Name j UTC time for Screen r UTC end time for scre Screen recording Dur Screen clips path User ID Group ID ISINDEX Click on display gt Choose search gt select from the left side of the frame the information you want to display in results window and remove it to the left side It is possible to remove information you don t want from the results Window by transfer the undesirable filed from the left side to the right side of the frame Save and Convert Recording Files Select single or multiple Shift Ctrl records click IN pop up window specify the save destination and codec for recording files Download audio file Mark the relevant record s click on the icon that appears the download page select Export xls gt click confirm button Download 9 Crename I Export xls Click on the link under the
38. n specific destination Major call Pause Play Back information Export records to Excel Tag on certain point of voice recording Play Single or Multiple Records Play Single Record a Crystal Quality Q a IE 8 2 G e aso Home Monitor Search RFE Report Configuration Management Tapon v Quick Search Reference No Local Start Time Local Stop Time Direction Duration Caller ID Called ID Extension Tag Score User Name Group Name von 1 00100001003_20140612_20140612112948_200 2014 06 12 11 29 48 2014 06 12 11 29 56 R 00 00 07 204 200 2000 ergocom amma 2 00100007000 _ 20140612 20140612112054 206 2014 06 12 11 20 54 2014 06 12 11 23 22 4 00 02 26 203 206 206 ergocom Last 3 Days 3 90100009000_20140612_20140612112037_ G 00 00 03 208 208 208 CIS SUPPORT 4 00100001003_20140612_20140612111741 9 B 00 04 37 5617894 200 200 ergocom 5 00100007000_20140612_20140612111506 4 B 00 01 38 5617894 206 206 ergocom 0100001003 20140612 20140612111448 R 00 02 02 0544952194 200 200 ergocom 7 00300007000_20140612_20140612110916 ROS 2014 06 12 11 09 16 2014 06 12 11 09 46 R 00 00 29 203 206 2050 ergocom 8 00100014000_20140612_20140612110831 R 00 00 02 6370303 213 213 CIS SUPPORT gt 00100014000_20140612_201 D 2130 CIS SUPPORT 00100001003 20140612 _20 200 ergocom 11 90100014000_20140612_201 2130 CIS SUPPORT 12 00100014000_20140612_201 sm nnn nnn n cee a 2130 CIS SUPPORT 13 00100005000_20140612_201 2040 ergoco
39. nables you to listen to an agent s voice interaction and view screen activity in real time To monitor an agent s interaction the agent must be logged in and participating in an interaction This is indicated in the Online and or Screen column or check the icon a turns into E To Live monitor telephony conversation Click the extension channel Click on any extension no matter it is in talk or idle and start live monitor telephony conversation Crystal Quality Q ked ce ae 2 r f r 4 N e i It doesn t matter there is voice conversation or not in monitored channel or not just click Monitor Objects Once call is made or received live monitor will be started automatically it make sure that you won t miss any calls To Live Monitor Screen Activities Click on any extension no matter it is in talk or idle and start live monitor screen conversation Click the extension channel R 2 Crystal Quality f A Ke u J Kas dan J Jee Start Time End T I Mer J lied It A Ii momi 13 08 2014 41 48 04 44 06 2014 11 48 07 0003 100 Dlslala lala lala la lel l gt le l gt T a l gt el gt J gt 2 8 PRR Ye NR RRS PSR NHK HE RB ER PBS 23 you want to start live monitor you want the monitor to show it in complete view window User Management Overview CQ User Management Application module streamlines user management by providing tools for establishing s
40. o access system anywhere All functional modules as well as system administration User management System monitor live monitoring telephony conversation and screen activities Search Call data statistic and Alarm and maintenance can be access in a unique platform Access to different function modules Percentage of users total records in recent days Search option Change own password Download configuration setting log out CQ sa Cc e amp 6S 6 6 9 6S 0 9 6 9 Trend of users average scores in recent 7 days Ng gt EEEE li 8 EEE 2 SERRE 2l One j2014 OSs 0ejo j2014 0706 2014 OASI C9 06j2014 1006 2014 Crystal Quality Homepage Once succeeded in logging in CQ system CQ Homepage appears The contents inside CQ Homepage varies depending on different user roles to give you the shortcuts to frequently used CQ function modules for different type of users like Administrator Agent Supervisor etc It helps you have a quick image about your call center performance o Crystal Quality Q a ke S 5 u n Ye QSO ET in recent days 2 P Total Recording Time Total CallOut Count Total Callin Coant BE O44 2014 00 00 00 00 00 00 06 i B AA FEOS 00 00 00 00 BBB 6062014 00 00 00 BE 07 06 2014 00 00 00 Q0 00 00 00 9 BB 0806 2014 00 00 00 231 00 00 00 00 0 BB 022002014 00 00 00 230 00 00 00 00 BP 1006 2014
41. ress of CQ server into your IE explorer click Enter the following window appears 192 168 1 50 Loginasps Crystal Quality Q Enter the correct user name and password to enter the Crystal Quality Systems business optimization system Default User Name admin Default Password admin U S English Change your password through CQ application 1 Module Management gt users amp group gt edit user a 2 Click on button as you show Crystal Quality Q ft ae Q i G D Search RFE Report Configuration Management jon Business Rules Role SuperAdmin My Task Group Group Name Perfo Task Management Sn asa xar Log in time 2014 06 15 14 44 41 My Calibration Calibration Result Refer to User Information You can download and install any options including CQ Agent CQ easy Agent by press Download Tool every login CQ system Crystal Quality Q E Q B a slole Monitor Search RFE Report Configuration Management After log into the Crystal Quality business optimization system the page shows six modules 1 Home Offers a variety of statistical methods such as user recordings score 2 Monitor Provides the user with real time audio monitoring 3 Search Sound recordings fast query and export recording playback use score sheet scoring and marking 4 Report Extension agent and ratings data provided by statistic reports 5 Configuration dynamic selection display list 6 Managemen
42. rgocom 00100005000_20140611_20140611161042_ 204 2014 06 11 16 10 42 2014 06 11 16 11 05 00 00 22 0528707605 ergocom 00100020005_20140611_20140611160934_219 2014 06 11 16 09 34 2014 06 11 16 11 24 00 01 48 0506777557 ergocom 00100011000_20140611_20140611154933_210 2014 06 11 15 49 33 2014 06 11 15 49 54 00 00 20 203 CIS SUPPORT 00100005000_20140611_20140611154703_204 2014 06 11 15 47 03 2014 06 11 15 49 21 00 02 17 0528707605 ergocom CIS SUPPORT 00100014000_20140611_20140611154433_213 2014 06 11 15 44 33 2014 06 11 15 44 53 00 00 19 203 00100001002_20140611_20140611154233_200 2014 06 11 15 42 33 2014 06 11 15 42 45 00 00 11 203 ergocom 00100002001_20140611_20140611154138_201 2014 06 11 15 41 38 2014 06 11 15 41 43 00 00 05 ergocom 00100005000_20140611_20140611153827_204 2014 06 11 15 38 27 2014 06 11 15 38 33 00 00 05 ergocom ARARADRADRARF ANA ANT 44 ANG AAT ARAN 4 AAW A AS 44 4r nn n RAGA AS 44 4r nn nn AN ANn Ar Ana Quantity of records pages of la Mark on record records list including performance evaluation 15 Score on Selected Records Evaluation for each record authorized user is able to grade and evaluate it according to service performance you can score the records by filling assessment test CQ is permits adding assessment test according to the business rules 192 168 1 50 ScoringForm aspx mod 1
43. s Groups are subsets of users who have something in common For example in an organization employees are grouped by department You have an IT department HR department Accounts department learning department and so on Grouping people by department enables easier management and also structures the organization Each group usually reports to a department head But sometimes members of different departments come together say for a new project and might be assigned a new project manager In this case the members of this new project report to the new project manager for this project while they continue to report to their department head as usual They report to the project manager only for their project deliverables This is like sharing members of different groups when the situation demands In case of a department head taking time off or resigning a temporary department head might be appointed until the actual head returns or a new one is hired This is also an example of sharing a group About Roles Roles correspond to business functions in your organization and provide the framework for sensitive material security Roles determine what access users are granted to the system Before you create roles determine the types of access users in your organization require Each role has permissions assigned based upon its specific business related duties such as supervisor or agent Once you have defined roles you assign them to users grantin
44. t Provide users and groups roles organizations contacts management and information about system alarms Crystal Quality Workspace Once you succeeded in logging in CQ system the window below appears Select Module users records in recent 7 days Comparsion of total records in recent 7 days w 05 06 2014 07 06 2014 250 209 150 no O xaq e o 04 08 2014 06 06 2054 08 06 2014 l 10 05 2014 6 2014 BB 04 06 2014 00 0000 BBB 0 06 2014 00 00 00 BBB 06 06 2014 00 00 00 BB ore 201 4 00 0000 BBB 6700 2014 00 02 00 BE 09 06 201 00 0000 10 06 2014 00 02 00 facords in recert 7 days Total Recording Time Total CallOut Count Total Callin Count 00 00 00 06 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 09 13 00 00 00 00 00 00 00 00 00 00 00 00 00 00 52 36 users scores an recent 7 days User Name Average Score Efi 0 00 233 232 231 230 2226 0 00 tal momi kuta Admirestrator 0 00 Min Score 0 00 0 00 0 00 0 00 0 00 0 00 0 09 0 00 0 00 0 00 Max Score 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 e Total Score 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Trend of users total records in recent 7 days 233 232 23 230 2226 X4 D jt 2014 OSDA O6j06 2014 CO j06j 2014 O jo6 2014 OAS 1006 2014 All Crystal Quality product families are web based which allows user t
45. the marking from the enable option General User Name Password Confirm Password Group amp Role Extension User Enable ergocom SuperAdmin ergocom QAManaaer CLAgent Screen Record Define What User Information will be Displayed in User Edit Click screen tab configuration the win Crystal Quality Q a as Q A G Home Monitor Search RFE Report Search dow below appears Management User Name Available Scoring Form Management Password Questions Password Answers Creator ID Approved Date of Approval Approver Note for Approval Domain Account Domain Account Locked Last log in date Location of last login Person who changed Date when passworc Date of last Lockout Number of trnes for p Number of times for p Last active date Selected Field User Name Full Name Group Name Role Name Email Create Date Remark HEZ Extension User Enable Screen Record Enter Date hM Grid Setting Available Selected Field User ID User Name Password Questions Full Name Password Answers Group Name Creator ID Role Name Approved Email Date of Approval Create Date Approver Remark Note for Approval Extension User Domain Account Enable Domain Account Screen Record Locked Enter Date Last log in date Location of last login Person who changed Date when passworc Date of last Lockout Number of times for
46. the system data CQ requires a strong user password policy the password must be between 6 and 16 characters contain at least one digit and one alphabetic character and must not contain special characters like pA _u etc User can be strictly forbidden to change his own password 2 Details Give the user extension FullName Sd email id Confirm Cancel full name Enter the date of creating Enter mail address the user Security password Questions O O Password Answers 0 Identification question in a PasswordOption Password never expired Expired 30_Bloay Locked case user forget his login password Definition of changing user s password Edit User Select user from user list and click this button Crystal Quality IM Organization C UserName Full Name Group Name amp Role Name Email Role Management d amp l avdor Organization Management d k CIS SUPPORT Contact Management Alarm List Audit List Select user from the User List and click Edit User button the modify user properties in popup window Edit X momi User Name Confirm Password Group amp Role Extension User CLAgent F Screen Record Click on the Confirm button to save the changes Enable Cancel 28 Delete User Select a user from User List and click Edit User button the modify user properties in popup window Remove
47. tly used QUETICS cccssssccecessssescsseecescsceecsseescenceeeescencseeescessuseecesceseesusseseeusesceseeesenesegeeseescenees 14 Manage searching re SU S MM M A eee xereke yekeke kereke kek tststt tuerts tse kK tuesta etoues ttes kene HE HEK e KEK K HEK KK KEK KE uenee 15 OE Surl hen rn he ne ee ere ne ee ner Reo eee eee ae te ere 16 Tag on select reco ds ei ine ew baie esos k ula b r ke kek b haeniyek kon dun dl wen d n k ain daka va k kan l eu lad w de yen W due kik a v an kib da 17 Organize Searching Results ua nan la HEN i A E E AE A A A NE E N E A 17 Define what call information will be displayed in searching reSU tS iiii eke kek eke kek ke kek 18 Save and convert recording T l S i Ell a lll deyan y el meni le lk ans d e kad ake sahn kb b n h kuva k Au k We d ka a bud k H w Ad 18 Exrnorrt selected r6 COQ EA allkl kak ye a ad awek ka k kus aa ka kk k aw k K neda vk uwa hd A W r HAO jV O 19 Ev luation on select recA sts i i c k ldxaydlk n d lika dic enina NELONEN EEEREN an lavaya ke d n este wade suna kewe yake gya d m kwa ENSINA 19 Annotate on select F O ERE Win a Wak a xue Wl u WAA Vu 3Q ak k RW Ae ewe Wa y AW n awae ey 19 She aze no DD DD DD I TE E EEA E AN A AAE E O A E A E 20 CQ Player UE ry to CO PRVOTEN hak ea Uu ii 21 Play Single or Mu
48. y y O Yearly a t lt i ENA Extensions Ja End after E occurrences om snail FORMS Date From 15 06 2014 E Haw Date To 16 06 2014 Y 1 in the report name input box you can enter any name Preferred to choose a meaningful name 2 Report template box provides the users seven templates for choose from 3 Directory name box provides to save the report in private or shared directory 4 User box provides all users as a filter of condition report 5 Group box provides all the groups as a filter of condition report 6 Extension box provides all the extensions as a filter of condition reports 7 Forms box score sheet is provided as a filter of condition reports Single once query report Start date and end date for the wanted report If the end date is empty the default interval is one day Circulating report query End Date Daily 32 No end date There is no deadline End after n times occurrences Report appears n times after the deadline End by date The end date for the currently selected date Day of cycle Every n days Cycle for the day the cycle date n days Every weekday Cycle for the day every weekday circulation date Weekly Cycle for the week Recur every week s on Sun Mon Tue W Wed week cycle is the cycle date for some weeks per m Thu Fri Sat Monthly Monthly Monthly
49. ystem This includes Agents whose interactions are being recorded managers and supervisors using the applications known as System Users and maintenance personnel add them as system users with limited access to other resources An agent in your system might never use any applications or even be aware that CQ system is functioning but must be added to the CQ system in order to be recognized when recorded e Crystal quality a a Q 3 x Q amp Monitor Search RFE Report Confiquration rr TETT v Till Organization Role Management dd avdor Organization Management d l C1S SUPPORT Contact Managemert ia ergocom v dp Group Create CQ user d l PRI Alarm List ao omain JAS Ungrouped User Information General Password must be between 6 and 16 Add characters contain at least one digit and one alphabetic character and must not contain special characters User Name Extension User Administrator The group and rule the can define user user belong to as agent and if he has screen Bahs E CLAgent Screen Record Define the user as an records instance just voice extension record If you add user without define group amp role he cannot login into the CQ System page To create a CQ user firstly you need to fill in User information including user name and password To secure
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