Interactions and Analytics Settings

You can assign selected employees as Quality Monitoring members so that their information can be viewed and managed in the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics system. You can also customize, for selected employees, the data filters and recording properties that you configured in Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface..

If you move an Interactions and Analytics employee from one organization to another, the Interactions settings for that employee are not changed to match the settings of the new organization. You must reconfigure the settings for employees manually.

If the settings of the organization to which the Interactions and Analytics employee was moved are changed, the settings for the employees that had been moved there do not change automatically. If required, they must be changed manually.

To customize a selected employee inbox, you can access the Interactions and Analytics Inbox Options from the Interactions and Analytics Settings page.

Setting	Description
Group Member Assignment
Assign Employees as group members of current organization	Makes the selected employee available in the Interactions application.
Inherit Settings from Current Organization	Makes the selected employee inherit the current organization settings.
Filter
Data Source	The data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. to use in the filter. You can associate filters to one specific phone data source, or to all phone data sources in the system.
Filter Type	The attribute to base the filter on: ANI (dialing number), DNIS (dialed number), Extension, PBX ID, Channel, or Custom Data Fields. Only the first three Custom Data Fields are available for filtering.
# From To	The filters for the selected parameter. If you select Extension as the filter type, you can only use numeric values, to a maximum of nine (9) digits.
Recording Properties	These percentages are only used if there is an associated business rule.
Audio Recording Percentage	Sets the percentage of calls recorded. You can select system defined or specify a custom percentage (0–100) for the selected employee.
Video Recording Percentage	Sets the percentage of video recorded. You can select system defined or specify a custom percentage (0–100) for the selected employee.
Screen Recording Percentage	Sets the percentage of screens recorded. You can select system defined or specify a custom percentage (0–100) for the selected employee.
Conditional Custom Data
Conditional Custom Data	The default values for each conditional custom data field for which the By User Default rule was defined. Only the conditional custom data fields assigned in Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. are displayed. The list box for each field includes only the set of values for the field that are also assigned.