Nortel Quality Monitoring User manual

Nortel Quality Monitoring
Quick Tips for Evaluations Guide
Product Release 6.01 Standard 3.0 September 2007
297-2183-805

Nortel Quality Monitoring
Quick Tips for Evaluations Guide
Publication number: 297-2183-805
Product release: 6.01
Document release: Standard 3.0
Date: September 2007
Copyright © 2007 Nortel Networks, All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors. Only
expressly authorized individuals under obligations of confidentiality are permitted to review materials
in this document. By reviewing these materials, you agree to not disclose these materials to any
third party unless expressly authorized, and to protect the materials as confidential and trade secret
information. Any unauthorized review, retransmission, dissemination or other use of these materials
is strictly prohibited. If you are not authorized to review these materials, please return these
materials (and any copies) from where they were obtained. All materials found herein are provided
"AS IS" and without warranty of any kind.Information is subject to change without notice.
Nortel Networks reserves the right to make changes in design or components as progress in
engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality
Monitoring is proprietary to Nortel Networks. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

iv Nortel Quality Monitoring
Revision history
September 2007 Standard 3.0. The Product Release 6.01 issue of the
Nortel Quality Monitoring Quick Tips for
Evaluations Guide reformatted according to Nortel
guidelines.

Quick Tips for Evaluations Guide v
Contents
Getting Started 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . . . 11
Quick tips for evaluation 13
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Adding a header field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Answer schemes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Exporting and importing a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dynamic sections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Defining header/section relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

vi Nortel Quality Monitoring
Contents Standard 3.0

Quick Tips for Evaluations Guide 7
Chapter 1
Getting Started
In this chapter
About this guide 8
How to get help 9
Software and documentation version numbering 11

8Nortel Quality Monitoring
Getting Started Standard 3.0
About this guide
This guide is a brief introduction to some of the features of Nortel Quality
Monitoring evaluations.
Intended audience
This document is intended for Nortel Quality Monitoring Client users.
Additional references
The following Nortel Quality Monitoring guides contain additional information you
may find helpful.
Administration Guide
Evaluations Guide
Graphing and Reporting Guide

Quick Tips for Evaluations Guide 9
September 2007 Getting Started
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel web site
The content of this documentation was current at the time the product was released.
To check for updates to the latest documentation for Nortel Quality Monitoring,
click on the following link:
The Nortel page for Nortel Quality Monitoring documentation is located at http://
www.nortel.com/helmsman.
Getting help from the Nortel web site
The best way to get technical support for Nortel products is the Nortel Support web
site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to
address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support web site and Nortel Knowledge Base for answers to technical
issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical Support web
site, and you have a Nortel support contract, you can also get help over the phone
from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).

10 Nortel Quality Monitoring
Getting Started Standard 3.0
Outside North America, go to the web site below to obtain the phone number for
your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code
You can use an Express Routing Code (ERC) to more quickly route your call to the
appropriate support specialist. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor or
reseller.

Quick Tips for Evaluations Guide 11
September 2007 Getting Started
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued for
Nortel Contact Recording Package Release 6.01. The individual Nortel Contact
Recording and Quality Monitoring software components that you install may
display a different number. This is a known issue that does not affect system
performance. Version 6.01 will be reflected in future software updates. Use the
Nortel Contact Recording and Quality Monitoring documentation for Release 6.01
with Nortel Contact Recording Release 6.0.1, Nortel Contact Recording Viewer,
Nortel Contact Recording Archive, and Nortel Contact Recording TDM Recorder
Release 6.0.2, and Quality Monitoring 6.0 Service Pack 4.

12 Nortel Quality Monitoring
Getting Started Standard 3.0

Quick Tips for Evaluations Guide 13
Chapter 2
Quick tips for evaluation
In this chapter
Introduction 14
Adding a header field 15
Answer schemes 16
Exporting and importing a form 17
Dynamic sections 18
Defining header/section relationships 20

14 Nortel Quality Monitoring
Quick tips for evaluation Standard 3.0
Introduction
The Nortel Quality Monitoring Quick Tips for Evaluations Guide provides a
brief summary of the steps involved in creating quality evaluation forms.

Quick Tips for Evaluations Guide 15
September 2007 Quick tips for evaluation
Adding a header field
Note: When setting up the header, the Agent Name field must be included on
every form.
Do the following to add a header field:
1Open the Nortel Quality Monitoring Evaluation application’s Form
component.
2If the toolbar is not visible, select Toolbar from the View menu.
3Select the Header Field icon on the toolbar.
4Select where you want the field to appear on the form.
The Header Field Properties dialog box appears.
5Select the type of field you wish to display.
6In the Field Label box enter up to 25 characters.
7Select OK.
8If necessary, resize the field.

16 Nortel Quality Monitoring
Quick tips for evaluation Standard 3.0
Answer schemes
Note: You can use the same answer scheme in multiple forms. Remember that
changing the scheme affects all the forms that use it.
Do the following to create an answer scheme:
1From the Manage menu, select Answer Schemes.
The Create Answer Schemes dialog box appears.
2Under the Answer Scheme List, select Add.
3In the Answer Scheme List box, enter up to 25 characters for the name of
the answer scheme.
4Select OK.
A new answer scheme is created.
5Add each possible answer as follows:
At the bottom of the dialog box, select Add.
Type the text for the answer, and press Tab.
Type the number of points the answer is worth, and press Tab.
If appropriate, select the N/A box. Press the space bar to select or clear
the box.
Select the correct Key Indicator option.
Select OK.
Select Exit.
6Select Exit.

Quick Tips for Evaluations Guide 17
September 2007 Quick tips for evaluation
Exporting and importing a form
Note: Use the export/import feature when you want to transfer a form to a file,
for example, when moving a form from one Server to another.
Do the following to export or import a form:
1Open the form generator.
2From the File menu, select Export Form or Import Form.
The appropriate dialog box appears
3Select the form you want to export or import and select OK.
Note: If exporting, you will need to designate a location for the file to be
stored.
4Select OK.

18 Nortel Quality Monitoring
Quick tips for evaluation Standard 3.0
Dynamic sections
Note: You must first create the Header List and Answer Schemes prior to
creating a dynamic section. Then specify that a section is dynamic before adding
any questions to it.
To set up a dynamic section, select the section and the Dynamic check box.
The Dynamic Section toolbar window appears, and remains open when the
dynamic section is open.
Adding questions to the master scheme
Do the following to add questions to the master scheme:
1Select the dynamic section to make it the current section.
2From the Manage menu, select Master Scheme Questions.
The Master Scheme Questions dialog box appears.
3Add each question as follows:
Select Add.
Enter the question of up to 250 characters.
Select the answer scheme for the question.
Select the default answers to the question.
Select OK.
4The question appears in the Master Scheme Questions box.
5Select Exit.

Quick Tips for Evaluations Guide 19
September 2007 Quick tips for evaluation
Adding question schemes
Do the following to add a question scheme:
1Select the dynamic section to make it the current section.
The Dynamic Section toolbar window appears.
2Select Add.
3Type up to 25 characters for the question scheme name.
Note: Name it the same as the header list you created.
4Select OK.
Associating questions with a question scheme
Do the following to associate a question with a scheme:
1Select the dynamic section to make it the current section.
The Dynamic Section toolbar window appears.
2Select the question scheme from the Dynamic Section toolbar window.
3In the Questions Not Used box, select the question you want to add to the
selected question scheme, and holding down the mouse, drag the question
to the desired location on the Section tab.
4If necessary, move and resize the question.

20 Nortel Quality Monitoring
Quick tips for evaluation Standard 3.0
Defining header/section relationships
Do the following to assign a question scheme to a list item:
1Select the dynamic section to make it the current section.
2On the Manage menu, select Header/Section Relationships.
The Assign Dynamic Section Schemes dialog box appears.
3In Header Lists Available, select the Header List.
4In the list box on the left, select a list item.
5In the list box on the right, select the question scheme you want to
associate with the selected list item.
6Select Assign.
The question scheme appears next to the list item.
7Select OK.