Agent Settings

The representatives. The people. The Agents. The connection between your company and customer starts here. CXM integrates with a wide variety of phone systems and recording environments. Some phone systems treat the person and the phone extension as the same thing while others create very clear distinctions between them. CXM handles these scenarios by referring to the person logging into the phone to handle calls as an Agent. Please contact CXM Support for any questions regarding the requirements for a particular integration type.

The Agent profile is the most critical part of the CXM Coaching and Performance Evaluation. That is because the Grades, Training, and Scoring Reports are linked to the Agent. Thus, any recording that does not have an Agent associated with it cannot be graded. The Access Details options control the menu bar options available for each individual agent when logged into the CXM Agent Portal. The functionality of the Agents page is like most others in CXM.

Make use of the data grid filters to quickly locate specific Agents. Use the action bar icons to Edit, Copy, or Delete existing Agents. Don’t forget about the Import tool for creating Agents in mass.

Agent Details

The Agent Details area contains the fields required to identify the agent, create the agent profile, and a few other optional items. The Field names displayed with * are required and must be complete when adding or editing an Agent.

• PBX Agent ID*: This is the number associated with the Agent in the phone system.
• PBX Agent Name*: This is the name of the agent as it will be presented to users in other area of the CXM UI.
• Email*: This is the email address associated with the agent.
• Network Username*: This is the name the agent will use when logging into the CXM Agent Portal. Note: If LDAP Authentication is enabled, this must match the domain username for the agent.
• Password*: This is the CXM password used by the agent when logging into CXM Agent Portal. Note: If LDAP Authentication is enabled, the Password entered here will be used as a backup login method if LDAP Authentication is ever disabled.
• Profile Picture: Click the Browse button to upload a picture for easy identification of the Agent.
• Full Time R.O.D: (CXM Record On Demand license required) When enabled, the system will record all calls associated with the agent from the beginning but only retain the calls indicated by the agent in CXM Record On Demand during the call.
• Locked: When enabled, the Agent is prevented from logging into the system until unlocked. (Notes: This option will be enabled automatically when an Agent has too many failed login attempts. A locked agent will be unlocked automatically if the Agent follows the Forgot Password steps on the Login page.)

Access and Capabilities Details

The Access and Capabilities Details area controls the menu bar options available for the Agent when logged into the CXM Agent Portal. Specific grading and training assignments are created by Coaching enabled users in the main UI.

• My Calls: This enables the My Calls page. It is the Agent Portal version of the Call Search page in the main UI and allows the Agent access to listen to only his/her own recorded calls. It includes an action bar icon for the Agent to grade calls assuming the other required Coaching options are enabled.
• My Evaluations: This enables the Evaluations menu and allows the Agent to see the My Graded Calls and Reports pages.
  • My Graded Calls allows the Agent to review his/her grades. This includes grades completed by the Coaching users and the Agent.
  • Reports allows the Agent access to a limited selection of Scoring based reports.
• My Training: This enables the Training menu and give the Agent access to his/her training materials in the CXM.
  • Tests: This is used by the Agent to complete Test assignments and review the Scores.
  • Assigned Videos: This is used by the Agent to watch Videos with an assigned due date.
  • Example Calls: This is used by the Agent to listen to select calls placed in a Call Bucket by a Coaching user.
  • Training Library: This is used by the Agent to watch Videos from the repository that do not include a specific assignment.
• My Bulletins: This enables the Bulletins page and allows the Agent view Bulletins with assignments that have not passed the bulletins expiration date.

Recording Rule Settings

The Recording Rule Settings section sets the Sampling Rate for calls handled by the Agent. The Sampling Rate or percentage is calculated as each call is answered by the agent based on the type of call being handled. These rates can be set differently for each call type.

Set these percentages by clicking and dragging the slider until the Sampling Rate is set at the desired percentage for each call type or type the desired percentage into the numeric field

Voice:

Controls the Sampling Rate of audio recordings.

• External Rule:
  • Inbound (%): This governs the percentage of the Agent’s inbound calls that originate externally from the PBX to be recorded.
  • Outbound (%): This governs the percentage of the Agent’s outbound calls dialed to a number external from the PBX to be recorded.
• Internal Rule:
  • Inbound (%): This governs the percentage of the Agent’s internal (within the PBX) inbound calls to be recorded.
  • Outbound (%): This governs the percentage of the Agent’s internal (within the PBX) outbound calls to be recorded.

Screen:

Controls the Sampling Rate of screen recordings. There cannot be a Screen recording for call that does not have a Voice recording. Because of this the Screen Sampling establishes the percentage of calls with a Voice recording that should also have a Screen recording. (Note: These rates are ignored if Screen Capture is not enabled for the system.)

• External Rule:
  • Inbound (%): This governs the percentage of the Agent’s inbound calls that originate externally from the PBX to be Screen Captured.
  • Outbound (%): This governs the percentage of the Agent’s outbound calls dialed to a number external from the PBX to be Screen Captured.

• Internal Rule:
  • Inbound (%): This governs the percentage of the Agent’s internal (within the PBX) inbound calls to be Screen Captured.
  • Outbound (%): This governs the percentage of the Agent’s internal (within the PBX) outbound calls to be Screen Captured.

Speech Analytics:

Controls the percentage of voice recordings for the agent that are available to be sampled. This allows for the prioritization of select agents within a group that is enabled for Speech Analytics. If Speech Analytics is not enabled for the system, these rates will be ignored.

• External Rule:
  • Inbound (%): This governs the percentage of the Agent’s external inbound calls that should be available for SA. If set at 0%, no calls of this type will be sampled for the agent.
  • Outbound (%): This governs the percentage of the Agent’s external outbound calls that should be available for SA. If set at 0%, no calls of this type will be sampled for the agent.
• Internal Rule:
  • Inbound (%): This setting is currently unused.
  • Outbound (%): This setting is currently unused.