Configure Workforce Optimization for QM and Analytics
Application Management is used to configure Workforce Optimization. You have access only to the Workforce Optimization applications for which you are licensed and the features your role and permissions allow.
Global
User Configuration
- Manage teams for QM and Analytics (Teams)
- Create and edit users for QM, Analytics, and Insights (Users)
- Manage roles and permissions for QM, Analytics, and Insights (Roles)
- Manage views for QM (Views)
- Merge users for QM and Analytics (Merge Users)
- Configure Legacy API Access (Legacy API Access)
Administration
- Configure global settings (Global Settings)
- Restrict access to specific IP addresses (Network Access)
- Configure an authentication method (Authentication)
- Set up IAM authentication (IAM Authentication)
- Configure the password policy (Password Policy)
- Download Smart Desktop and Workforce Optimization Data Server installers (Downloads)
- Configure KPIs (KPI Configuration)
System Configuration
- Configure an ACD (ACD Configuration)
- Connect to an Active Directory server for QM and Analytics (Active Directory Configuration)
- Configure the Data Server for QM and Analytics (Data Server Configuration)
- Configure storage profiles for QM and Analytics (Storage Profiles)
- Add external storage locations (External Storage)
Performance Management
- Configure gamification points for QM (Points)
- Configure gamification levels for QM (Levels)
- Manage gamification performance categories for QM (Performance Categories)
- Collect QM performance data for gamification (Collect Performance Data)
Monitoring
- Monitor agents in real time (Agent Monitoring)
- Audit user and system changes for QM and Analytics (Audit)
- Download Data Server logs (Data Server Logs)
- Monitor connections to the Workforce Optimization server (Desktop Monitoring)
- Configure notifications (Notifications)
- Monitor scheduled bulk contact exports (Bulk Contact Export Audit)
- Review Active Directory sync results for QM and Analytics (Active Directory Sync)
- Monitor Data Server status (Data Server Status)
QM
QM Configuration
- Configure QM global settings (Global Settings)
- Manage custom metadata fields (Metadata Manager)
- Configure telephony groups for QM and Analytics (Telephony Groups)
- Manage telephony servers (Telephony Monitoring)
- Associate phones with agents, recording groups, and recording types (Device Associations)
- Manage evaluation forms (Evaluation Form Manager)
QM Contact Flows
- Automate QM workflows (Workflow Administration)
- Manage data retention policies for QM and Analytics (Retention)
- Add post-call surveys to contacts (Post Call Survey)
- Assign review, evaluations, and calibrations automatically (Contact Goal Administration)
- Manage what contacts are recorded (Inclusion/Exclusion)
Analytics
Analytics
- Create Analytics tasks (Task Manager)
- Create and manage phrases and phrase categories (Phrase Manager)
- Identify websites and apps to be tracked by Analytics (Desktop Manager)
- Identify website fields to be tracked by Analytics (Field Manager)
- Configure Analytics (Analytics Configuration)
Data Management
Data Management
- Configure Data Management agents and tasks (Data Task Management)
- Create and manage tenants in the UDM (Unified Data Mart Administration)
- Create and manage on-demand report jobs (Real-Time [RT] Job Management)
- Create groups to share information (Sharing Groups)