Alcatel-Lucent Quality Monitor version 2.4 User Manual
Alcatel-Lucent name and logo are trademarks Page 1/59
of Nokia used under license by ALE. All rights reserved.
Quality Monitor - Release 2.4
S C O R E R G U I D E
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 2/59
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. © Copyright 2020 ALE International, ALE USA Inc. All rights reserved in
all countries.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 3/59
of Nokia used under license by ALE. All rights reserved.
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
4.3 Modify Display Language .......................................................................... 11
5 Scorecards ............................................................................... 13
5.1 Starting a new Scorecard ......................................................................... 13
5.1.1 Scorecard Details ..................................................................................... 17
5.1.2 Questionnaire .......................................................................................... 17
5.1.3 Call Player ............................................................................................. 18
5.1.4 Tagging a Question ................................................................................... 20
5.1.5 Saving a Scorecard ................................................................................... 22
5.1.6 Scorecard Comments ................................................................................ 22
5.1.7 Send Scorecard ....................................................................................... 22
5.2 Instant Tutorials .................................................................................... 23
5.3 Editing a Scorecard ................................................................................. 25
6 Tutorials ................................................................................. 32
7 Dashboard ............................................................................... 34
7.1 Dashboard Overview ............................................................................... 34
7.2 Dashboard Panels ................................................................................... 34
8 Reporting ................................................................................ 38
8.1 Reports Overview .................................................................................. 38
8.2 Selecting a Report .................................................................................. 38
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 4/59
of Nokia used under license by ALE. All rights reserved.
8.3 Summary of Reports ............................................................................... 38
8.4 Date Selection ....................................................................................... 55
8.5 Sample Report ...................................................................................... 56
9 Appendices .............................................................................. 57
9.1 User Access Rights .................................................................................. 58
9.1.1 User Access Matrix ................................................................................... 58
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 5/59
of Nokia used under license by ALE. All rights reserved.
Edition
Date
Changes / Comments / Details
01
31/10/2013
Initial Product Manual
02
07/04/2013
Added new document reference to footer
03
22/10/2014
Amended section on Accessing Quality Monitor
General Updates to Campaign & Scorecard & Tutorial Sections
Updated details on all reports which were out of date
04
22/06/2016
Section n/a
General grammar changes
Where appropriate changed Supervisor to Scorer throughout document
Section 5.1.3
Added comment relating to red highlighted questions, which signify that the
question was scored negatively.
Section 5.3
Included details on scorecard search criteria
Added a diagram detailing flow of a scorecard between scorer & agent
Added additional details & screenshots on reviewing a scorecard that has been
returned by the agent
Section 8.3
Added summary for new Consolidated scorecard Detail Report
Renamed ‘Report Title’ to ‘Report Name’ for all reports.
Renamed evaluation report as scorecard report
Updated report screenshots and report details
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 5.1.3
Screenshot validated
06
26/10/2015
Section 8.5
Updated screenshot
07
01-03-2016
Section 4.1
Validated screenshot
Section 5.1.4
Updated screenshot
Added a note that add the URL without http://
Section 7
Validated the entire section to include the new changes
Section 8.3
Added new reports
08
26-06-2016
Section 5
Added a note that super admin calls will not be available for scoring.
09
01-11-2016
Screenshots have been updated.
10
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.
Section 5.1.4
An important note has been added about the size of the fie that can be
uploaded.
1 Document history
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 6/59
of Nokia used under license by ALE. All rights reserved.
Edition
Date
Changes / Comments / Details
11
15-09-2018
Section 2.2
New section with details about QM admin, scorer and agent.
12
15-09-2019
Legal notice on 2nd and last page has been updated.
13
15-12-2019
Section 2.7
A known limitation / restriction has been added.
14
15-03-2020
Legal notice has been updated.
Section 11.3
Screenshot for League Table report has been updated.
Screenshot for League Table report added with Questions option.
Details for Group By & Questions option has been added.
Screenshot for Average Score report has been updated.
Screenshot for Average Score report added with Questions option.
Details for Report By & Questions option has been added.
15
15-06-2020
Legal notice has been updated.
16
15-09-2020
Section 4.3
New section for modify display language has been added.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 7/59
of Nokia used under license by ALE. All rights reserved.
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 Evaluator/Scorer. This manual is not relevant to
the installation of the product or its administration
2.4 Applicability Statement
This manual applies to the evaluation / scoring activities related to: Quality Monitor 1.x.
2.5 Overview of this manual
This Scorer 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.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 8/59
of Nokia used under license by ALE. All rights reserved.
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
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 9/59
of Nokia used under license by ALE. All rights reserved.
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
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 10/59
of Nokia used under license by ALE. All rights reserved.
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:
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 11/59
of Nokia used under license by ALE. All rights reserved.
4.2 Menu Options
To the left you will see the 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.
4.3 Modify Display Language
A user can set display language for OmniPCX RECORD and Quality Monitor web interfaces. A
supported languages dropdown will be available on all pages.
Note: Please note that this is individual user settings that will be stored in browser
cookies. If browser cookies or cache are deleted then the display language settings will
revert back to default display language set by the server administrator.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 12/59
of Nokia used under license by ALE. All rights reserved.
IMPORTANT!! Display language will not affect the graphs on Quality Monitor dashboard.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 13/59
of Nokia used under license by ALE. All rights reserved.
5 Scorecards
Scorecards are generally actioned by a team supervisor (Known as the scorer), and can be
performed using a pre-defined Campaign or directly from a single Questionnaire.
Before starting, you, the scorer is required to select the appropriate Team and Agent for
which the Scorecard will be generated.
Once underway, the Scorecard will prompt you to assess the Agents calls and to provide
your views by answering the appropriate questions. During this process the answers given by
you are stored for reporting and training purposes.
Click Scorecards in the left panel. The Scorecards Screen will open as shown below:
5.1 Starting a new Scorecard
To start a new Scorecard, click the New Scorecard link as shown below:
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 14/59
of Nokia used under license by ALE. All rights reserved.
Note: New Scorecards can only be generated by team Supervisors that have been granted
rights to access Quality Monitor.
Note: Calls belong to a super admin will not be available for scoring.
After clicking the link, you will see the following screen.
Before starting you are required to choose the appropriate Scorecard options as follows:
o Campaign
The Campaign option enables you to choose from a list of Campaigns that have been
pre-configured by the Administrator.
o Questionnaire
The Questionnaire option enables you to choose a single Questionnaire that you
would like to perform.
Note: Only ‘Published’ Questionnaires will be displayed in this list. Additionally, if
you elect to use a Campaign, this list will only show the Questionnaires associated
with the chosen Campaign.
o Team
Select a Team from this list. The selected Team will be used to determine which
Agents are available to you when generating the Scorecard.
o Agent
From the Agent list, select the Agent whose calls are to be evaluated.
Note: This list will only show the Agents associated with the selected Team.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 15/59
of Nokia used under license by ALE. All rights reserved.
o No of Calls
Specify the number of calls to be scored when executing a Campaign
Auto Generated Details
o Reference
This is a unique Reference that will be automatically generated and assigned to the
Scorecard.
o Scoring Date
This field contains the Date that the Scorecard was generated
o Scorer
This field contains your name “The Scorer” who generated the Scorecard
After providing the Scorecard details, Click Start Scorecard as shown below.
After clicking ‘Start Scorecard’, you will automatically begin the questionnaire as shown in
the example below:
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 16/59
of Nokia used under license by ALE. All rights reserved.
The example below shows a basic sample Scorecard comprising of several Questions
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 17/59
of Nokia used under license by ALE. All rights reserved.
5.1.1 Scorecard Details
If required it is possible to view the Scorecard details. To achieve this, click the Arrow
Icon on the Scorecard Details bar and the scorecard details will be displayed as shown
below
5.1.2 Questionnaire
IMPORTANT when using a Campaign that has been configured to offer calls ‘Sequentially’ or
‘Randomly’, calls to be assessed will be automatically chosen and begin to playback through
the PC speakers.
However, if using a Campaign that has been configured to use the ‘Cherry Pick’ method,
you will first need to choose a call to evaluate. To do this Click the ‘Cherry Picking Call’
option as shown below.
After selecting the ‘Cherry Pick’ option, a list of calls matching your given criteria will be
displayed as shown below:
Once you locate the call that you wish to evaluate, click the Play icon. The list will
disappear and your chosen call will begin to play via the “Call Player” and PC speakers.
Reject Call
If the chosen call is not deemed appropriate for evaluation, the call can be rejected by
selecting the ‘Reject Call’ option shown below. You will then automatically need to select a
new call.
Quality Monitor version 2.4
Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.16 Page 18/59
of Nokia used under license by ALE. All rights reserved.
5.1.3 Call Player
Once the appropriate call has been chosen, you will need to listen to its contents before
performing the evaluation. The Call Player provides you with various audio controls to do
this, including Play, Pause, Rewind and Fast Forward, see below.
You are now ready to evaluate the call...
To do this, simply progress through the questions and provide the appropriate answers.
During this process it is suggested that you pause & play the call intermittently to allow
more time to asses it thoroughly.
When providing answers throughout the Questionnaire, you will notice that the overall
scoring percentage is updated as indicated below:
Loading...