About this Guide
The manual defines the Aspect Quality system and how it operates. It includes descriptions and step-by-step instructions for implementing essential system functions. It also outlines the procedures required to operate the system and its associated modules.
For information about Training, Technical Support, commenting on the documentation, and a list of additional documentation, see the appropriate product Release Notes document on the Aspect documentation portal.
To view the complete guide, click the PDF attachment.
Audience
This manual is written for contact center system administrators who manage call center technology and resources, as well as those providing Quality Assurance and Training in the call center. An Administrator should have a basic familiarity with PC features and Microsoft Windows operation. This person should be familiar with using Microsoft Edge to navigate Web-based applications. Familiarity with common window elements such as pop-up windows, list boxes, scroll bars, and other web functionality is helpful.
Note: Aspect Customer Education programs supplement all information contained in this manual. Administrators, Supervisors, and Trainers should attend the Aspect Quality training provided by Aspect before applying the procedures described in this manual.
Organization of this Guide
This guide includes the following sections with corresponding beginning page numbers:
- (6) Chapter 1, Aspect Quality Basics — Describes Aspect Quality and provides an overview of how it operates.
- (35) Chapter 2, Navigate Aspect Quality — Describes how Aspect Quality is used in the different phases of the Quality life cycle.
- (38) Chapter 3, System — Describes how to add LDAP server with SSL, activate/deactivate LDAP server in Aspect Quality, and the Server and Site features.
- (120) Chapter 4, Search for an Interaction — Describes Aspect Quality users, roles, rights, and permissions that are defined in the User Definition facility.
- (242) Chapter 5, Assigning Interactions — Describes how to view and assign an assigned interaction.
- (257) Chapter 6, Coaching — Describes how to assign coaching directly from Quality.
- (273) Chapter 7, Evaluations — Uses the same scoring process as quality scoring to see how well individual Mentors’ scores align with the Master Calibrator scores, to identify issues in the scoring process.
- (332) Chapter 8, Reporting in Workforce Engagement Management — Describes the available reports in Workforce Engagement Management - Aspect Quality.
- (427) Chapter 9, Import — Describes how to import metadata and recording files to Aspect Quality.
- (470) Chapter 10, Aspect Quality Evaluation — Describes how to create, edit, and duplicate templates.
- (551) Chapter 11, Recording — Describes how Aspect Quality uses rules that you define to determine whether the system should record a particular interaction.
- (690) Chapter 12, Security — Describes major Security components that are part of Aspect Quality.