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
Workforce Management
Note
Advanced QM is available starting with Cisco Unified CCX 5.0(2).
Compliance Recording is available starting with Cisco Unified CCX 7.0(1) SR4.
Quality Management is licensed on a per-named user basis and provides all the server software required
with the exception of the Windows operation system (Windows 2003) and database software (Microsoft
SQL 2005) for the QM server, which must be purchased off the shelf.
with the exception of the Windows operation system (Windows 2003) and database software (Microsoft
SQL 2005) for the QM server, which must be purchased off the shelf.
describes the features available in each Quality Management package.
Workforce Management
Cisco Workforce Management allows supervisors and contact center managers to develop schedules for
their agents and manage key performance indicators and real-time adherence. Managers can create and
manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different
time zones, and schedule alternative media sources seamlessly, including chat and e-mail.
their agents and manage key performance indicators and real-time adherence. Managers can create and
manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different
time zones, and schedule alternative media sources seamlessly, including chat and e-mail.
Table 1-18
Features Available in Each Quality Management Package
Feature
Compliance
Recording
Recording
QM
Advanced QM
Endpoint recording, background software
services.
services.
Available.
Available.
Available.
Server-based recording (via SPAN port) for
thin client environments.
thin client environments.
Available.
Available.
Available.
Secure login, user role based model for
access scope.
access scope.
Available.
Available.
Available.
Agent, supervisor, manager, role based
dashboards.
dashboards.
Not available.
Available.
Available.
Users synchronized with CCX or
administered directly in QM.
administered directly in QM.
Not available.
Available.
Available.
Evaluator/agent comment threads.
Not available.
Available.
Available.
Compressed, encrypted recordings transfer
during off-peak hours.
during off-peak hours.
Available.
Available.
Available.
Immediate upload of Archival recordings
from recording service.
from recording service.
Available.
Available.
Available.
Append custom metadata to recordings for
enhanced search.
enhanced search.
Available.
Available.
Available.
On-demand call tagging.
Available.
Available.
Available.
Partial call recording.
Available.
Available.
Available.
Monitoring and notification service
(serviceability).
(serviceability).
Available.
Available.
Available.
Quality evaluation approval process.
Not available.
Available.
Available.
Screen recording
Not available.
Not available.
Available.