Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Quality Management and Compliance Recording
describes the Outbound Voice features that are available in each Cisco Unified CCX Package.
Quality Management and Compliance Recording
Quality Management (QM) supports the recording and archiving of every call between agents and
customers. Managers and supervisors can evaluate a customer contact by listening to the recording and
filling out an electronic evaluation form. They can also monitor and analyze the performance of groups,
teams, and individual agents by looking at summary and detail reports of those evaluations. Supervisors
and managers can then use these results to suggest training classes for the agents to take.
customers. Managers and supervisors can evaluate a customer contact by listening to the recording and
filling out an electronic evaluation form. They can also monitor and analyze the performance of groups,
teams, and individual agents by looking at summary and detail reports of those evaluations. Supervisors
and managers can then use these results to suggest training classes for the agents to take.
The Quality Management product also supports Compliance Recording by enabling 100% audio
recording of calls for selected teams of agent or knowledge workers. A knowledge worker is defined as
any Cisco IP telephony user of a phone supported through Cisco Unified Communications Manager. In
addition to 100% call recording QM also provides a compliance recording call search, playback and
export functions within the QM desktop application.
recording of calls for selected teams of agent or knowledge workers. A knowledge worker is defined as
any Cisco IP telephony user of a phone supported through Cisco Unified Communications Manager. In
addition to 100% call recording QM also provides a compliance recording call search, playback and
export functions within the QM desktop application.
Each user license is for a named (not concurrent) user. For example, a contact center with three shifts of
100 agents and supervisors would need 300 named user licenses. Each shift of 100 users would use the
license associated with them during their shift.
100 agents and supervisors would need 300 named user licenses. Each shift of 100 users would use the
license associated with them during their shift.
Advanced QM is similar to QM except that it supports screen recording. Screen recording allows a
supervisor to see what the agent was doing on the desktop at the time the agent handled a call.
supervisor to see what the agent was doing on the desktop at the time the agent handled a call.
Compliance Recording (CR) enables audio recording of knowledge worker’s phone calls according to
recording policies established within QM Administrator Desktop within a archive and/or quality
workflow. Compliance recording users can also use the QM desktop application to search and play their
own recordings. A QM system with only Compliance recording licenses (no QM or AQM) must be
recording policies established within QM Administrator Desktop within a archive and/or quality
workflow. Compliance recording users can also use the QM desktop application to search and play their
own recordings. A QM system with only Compliance recording licenses (no QM or AQM) must be
Table 1-12
Outbound Voice Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Campaign Management. Administrators create
and configure campaigns. They can specify a daily
time range during which outbound calls are made
and a set of CSQs whose agents make the
outbound calls. They can also specify and import
a list of customer contacts to be called.
and configure campaigns. They can specify a daily
time range during which outbound calls are made
and a set of CSQs whose agents make the
outbound calls. They can also specify and import
a list of customer contacts to be called.
Included.
Not available.
Not available.
Area Codes Management. Administrators can
add mappings from area code to time zone for
non-North American locations. This information
is used to determine the customer contact current
time before placing an outbound call.
add mappings from area code to time zone for
non-North American locations. This information
is used to determine the customer contact current
time before placing an outbound call.
Included.
Not available.
Not available.
Agent Outbound Controls. Agents can accept,
reject, or skip outbound call requests. Agents can
also reclassify calls to any one of many call
results, such as Busy, Fax, and Answering
Machine.
reject, or skip outbound call requests. Agents can
also reclassify calls to any one of many call
results, such as Busy, Fax, and Answering
Machine.
Included.
Not available.
Not available.
Removing “Do Not Call” Contacts. After an
agent reclassifies a contact as “Do Not Call”, the
Administrator can remove this contact from all
campaigns.
agent reclassifies a contact as “Do Not Call”, the
Administrator can remove this contact from all
campaigns.
Included.
Not available.
Not available.