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Eventide Atlas Recorder User Manual

1. Date AgentiD Agent Name Agent Group Evaluator Percentage Flags Pass Fail 2011 07 13 agentO02 David Gately Fire Dispatch Eventide 87 Pass 2011 07 14 agent005 Elizabeth Winter Fire Dispatch Eventide 68 bo PASS 2011 07 15 agento01 Jane Darbon EMT Dispatch Eventide Ei H Pass 2011 07 16 agent003 Robert Arctor EMT Dispatch Eventide Bi p Pass 2011 07 16 agentO04 illian Yasquez Police Dispatch Eventide 64 po PASS 2011 07 17 fagento03 Robert Arctor EMT Dispatch Eventide Bu p PAss 2011 07 24 agentO006 George LaPrete Police Dispatch Eventide 68 p iPass 2011 07 24 agentOD4 illian Vasquez Police Dispatch Eventide 62 po PASS 2011 07 24 agent002 David Gately Fire Dispatch Eventide bi p bass 2011 07 28 agentO006 George LaPrete Police Dispatch Eventide 90 D Pass Eventide Quality Factor Manual v2 2 EN Limited Warranty The Eventide NexLog Recorders are built to exacting quality standards and should give years of trouble free service If you are experiencing problems your recourse is this warranty Eventide Inc warrants the products unit to be free from defects in workmanship and material under normal operation and service for a period of one year from the date of purchase as detailed in this warranty At our discretion within the warranty period we may elect to repair or replace the defecti
2. Optional comments provide a text entry area for the evaluator to make a note if something unusual catches their ear Require means that a comment will always be required and an evaluation cannot be saved as complete until the comment has been filled out Require if flagged means that a comment is required if an evaluator gives a low enough score to this question to trigger the flag This comment would typically explain why the question was scored so low If you are setting up a question with the Autofail feature and want to require a comment in that case set the Flag Under to the same as the Autofail Under and set the comment field to Require if Flagged 2 3 5 Allow N A Each question can be configured to have a Not Applicable N A answer that removes the question from scoring A question answered N A will not affect the total score nor the breakdown by skill group N A is configured per question in the form editor and when checked will result in an N A radio button being added next to the Answer Set Figure 14 Flags To Fail and Flag Under Highlighted Question Did the agent speak clearly Answer 1 g N A Points 5 Flag Under O Autofail Under D Comment Mode NONE Allow N A 4 2 3 6 Scoring Summary In summary an evaluation passes if all three of the following conditions are met 1 No questions with Autofail capability have been failed 2 The nu
3. Quality Factor Reports Main Page 40 Figure 36 Evaluation Report Form 41 Figure 37 Evaluation Report By Agent Group 41 Figure 38 Intragroup Trends Report FOrm ENNEN 42 Figure 39 Evaluation Scores emer ccasaso cccreeemmesresscrerererweevertsacencrareearantensentearereressvauarereiereneas 42 Figure 40 te ege te E 43 S Eventide Quality Factor Manual v2 2 Contents V Figure 41 Interform Scores Report EE 43 Figure 42 Skill Trends Reporh snusk epjemd kel aner easkveedtsk Ed EE A deESEE Eden 44 Figure 43 Evaluation Scores Table 44 vi Contents Eventide Quality Factor Manual v2 2 S Revision History This section summarizes significant changes corrections and additions to the document The history appears in chronological order with the most recent document listed first Documents are identified by part number and applicable software SW version This section tracks documentation changes For a description of new software features and improvements introduced in a particular release see the product release notes on the Eventide company website March 15 2013 Part Number SW Description 141216 02 v2 2 0 Eventide Quality Factor Software Option User Manual e Minor Updates April 30 2012 Part Number SW Description 141216 01 v2 1 0 Eventide Quality Factor Software Option User Manual e Initial Release April 30 2012 S Eventide Quality F
4. The act of running the Program is not restricted and the output from the Program is covered only if its contents constitute a work based on the Program independent of having been made by running the Program Whether that is true depends on what the Program does 1 You may copy and distribute verbatim copies of the Program s source code as you receive it in any medium provided that you conspicuously and appropriately publish on each copy an appropriate copyright notice and disclaimer of warranty keep intact all the notices that refer to this License and to the absence of any warranty and give any other recipients of the Program a copy of this License along with the Program You may charge a fee for the physical act of transferring a copy and you may at your option offer warranty protection in exchange for a fee 2 You may modify your copy or copies of the Program or any portion of it thus forming a work based on the Program and copy and distribute such modifications or work under the terms of Section above provided that you also meet all of these conditions S Eventide Quality Factor Manual v2 2 53 54 a You must cause the modified files to carry prominent notices stating that you changed the files and the date of any change b You must cause any work that you distribute or publish that in whole or in part contains or is derived from the Program or any part thereof to be licensed as a whole at no charge to all third parti
5. 1200 Communications Division Product Information Visit the Eventide website at www eventide com Communications Division Product Service and Technical Support Users Contact your local authorized Eventide Dealer Authorized Dealers Visit the Eventide website or email support eventide com Eventide Quality Factor Manual v2 2 S Contents al UE v Revisi n PER REE EE 7 Purpose and Applicability caiicaccssiensscestcencccsneesicenceracesactancteceenieeeeesaneiete st eneeessteie teeter ene 8 ie ed EE 9 Ve VE 9 1 2 Customer Support Information ENEE EEN 9 EE REE EE 9 2 Quality Factor Configuration E 11 2 1 Quality Factor Software Workflow rnrrrnnnnnnnnonnnnnnrrrnnnnnnnnrnnnnnrrrnnnnnennnrrnnnnrrrnnnenessrrrnnnnnn 12 2 2 Skill Groups Answer Sets Questions and Evaluation Fomms 13 ES 010 0 EEE RE NE EEE 13 2 2 2 SEV Eenegung Ee 13 SG Se RE ER EE 14 EEE E 16 2 2 5 Publishing Forms and Ouestons 18 2 3 Pose e Le E 19 231 B SE SCONO username 19 232 AO Gavene 20 DN FN 21 er E COMMENS ess 21 EN RENE 22 2 3 6 TN 22 3 Agents Agent Groups and Workstations sssvvnnnnnnnnnnnnnnnnvnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnvennnnnnnnnnnn 24 EE 24 En Agent EE EE AE REE 25 312 Add Agent se 25 3 1 3 NN 26 3 1 4 Ee ee 26 KEE EE 26 3 2 1 Creating a Group LA verre seeks 27 20 Agent Mapping E 28 3 3 1 Adding a Workstation with Static Mappimg 29 3 3 2 Add Workstation with Dynamic Mapping rrnnvvrrrvnnnnnnnon
6. So if User JDarbon is e associated with Agent id agent001 e AND is Leader of Group EMT Dispatch e AND is in the permissions group Evaluator Then she can e Evaluate calls made by any Agent in the EMT Dispatch group e See completed evaluations for any Agent in the EMT Dispatch group e Add an Agent Comment to evaluations of calls she s taken as agent001 32 Eventide Quality Factor Manual v2 2 S Figure 25 Agent Group Edit Page AGENT GROUP Group name EMT Dispatch AGENT ENROLLMENT Agents in this group Choose an agent EN e agent001 remove e agent003 remove Select the agents for this group Leaders ofthis Group Choose a User e JDarbon remove Select the leaders for this group Ea Canal Note Admins and SuperEvaluators can evaluate anyone can see all completed evaluations and can run reports for all agent groups Agents don t need an associated User account but if you want them to be able to use the Agent Comment feature they will need a User account that is part of the Evaluator user group this will allow them to view the Completed Evaluations tab in MediaWorks Express software to see only their evaluations and allow them to add a comment No one but the agent who was evaluated can add a comment to completed evaluations 4 2 MediaWorks Express web client MediaWorks Express web client can be navigated to as follows http ipaddress of recorder client mediaworks where ipaddress of reco
7. aan er 52 Preamble a Geer 52 TERMS AND CONDITIONS FOR COPYING DISTRIBUTION AND MODIFICATION 53 END OF TERMS AND CONDITIONS Lunner edelt ae eee dm eee tee 57 How to Apply These Terms to Your New Programs rxrrrrnnnvvrrnnnnnnnnnvnnnnvrrnnnnnnnnrrrnnnnrrnnnnne 57 iv Contents Eventide Quality Factor Manual v2 2 S Figures Figure 1 Quality Treat 11 Figure 2 Answer Sets vcicccccicieicsectiensneneincnessconcietiete suiatercnensindenesaieeuneedtene viset EEEE EEEE nnet 14 Figure ENN 15 Figure 4 Question Creation and Edit page 15 Figure 5 Quality Factor Forms page sisccisessincerdevewsaxsseverendiesnzorss viweendiaevararsinventidiacenesvinnerdiaierenets 16 Figure 6 Default Form e 17 Figure 7 Form In ee TE 18 Figure 8 Form Preview 18 Figure 9 Form Unpublished Because of New Revision wrrrnvvrrrnnnnnnnrvrnnnvrrrnnnnnnnervnnnnrrrrnnnenenenn 19 Figure 10 Question from Form Edit with Autofail Under Highlighted sssssssenneeneseneeneenneensee 20 Figure 11 Autofailed Form with High Score kee 21 Figure 12 Flags To Fail and Flag Under Highlighted orrnnnvrrrnnnnnnnnrnnnnrrrrnnnnnnnrrrnnnnrrrrnnnnnenenn 21 Figure 13 Comment Mode Menu in Form Builder rrrnnnnnnnnnnnnnrrrrnnnnnnnnnnnnnvrrrnnnnnnnnnrnnnnrrrnnnnneneenn 22 Figure 14 Flags To Fail and Flag Under Highlighted orrnnnvrrrnnnnnnnnrrnnnvrrrnnnnnnnrrrnnnnrrrrnnnnnennnn 22 Es ERE ER RE NTE 25 Figure 16 Add Agent e
8. feel for the form From here you can save the form cancel or preview the form which shows you how the form will look when run in MediaWorks Express Figure 8 Form Preview FORM PREVIEW we comment here E 2 2 5 Publishing Forms and Questions You ll notice that the creation and editing pages for Forms and Questions have a checkbox for Published When a Form or Question is Published it is available for use an unpublished form or question is either not yet ready for use or has been retired and replaced Unpublishing is different than deleting because you Eventide Quality Factor Manual v2 2 aren t allowed to delete a form or question that has been used in a completed or an in progress evaluation but you can prevent its use in the future Questions can be edited after they have been used in a completed evaluation but this will affect every evaluation that used the question in other words editing a question should only be done to correct a typo or clarify its meaning in a way that would leave the correct answer the same For major changes unpublish the old version of the question and create a new question with the changed text or answer set This will allow you to make use of your new version of the question on forms you create in the future or on future revisions of your current forms without effecting existing forms or completed evaluations When a form that has been used is edited it will be saved
9. free software If the software is modified by someone else and passed on we want its recipients to know that what they have is not the original so that any problems introduced by others will not reflect on the original authors reputations Finally any free program is threatened constantly by software patents We wish to avoid the danger that redistributors of a free program will individually obtain patent licenses in effect making the program proprietary To prevent this we have made it clear that any patent must be licensed for everyone s free use or not licensed at all The precise terms and conditions for copying distribution and modification follow TERMS AND CONDITIONS FOR COPYING DISTRIBUTION AND MODIFICATION 0 This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License The Program below refers to any such program or work and a work based on the Program means either the Program or any derivative work under copyright law that is to say a work containing the Program or a portion of it either verbatim or with modifications and or translated into another language Hereinafter translation is included without limitation in the term modification Each licensee is addressed as you Activities other than copying distribution and modification are not covered by this License they are outside its scope
10. scale with 5 steps where step 1 is worth 0 and step 5 is worth 100 with equal increments for each choice You can name step 1 such as Poor and you can name step 5 such as Excellent o Freeform This answer set is unique in that it has no effect on how the form is scored It is useful for questions that do not have a qualitative answer such as Summarize the contents of the call or Was there anything unusual in this call worth noting Figure 2 Answer Sets 10 True DET 5 True Outstanding Good Acceptable Fair Poor True Yes No True Add Answer Set Edit Answer Set Delete Answer Set 2 2 3 Questions Questions are at the core of evaluation forms Questions should be developed based on your agency s Evaluation criteria Eventide Quality Factor software includes a set of sample Questions that will aid in understanding how questions are created scored and categorized into skills You are free to customize the sample questions and add additional questions as you see fit Eventide Quality Factor Manual v2 2 S Figure 3 Questions QUESTION PUBLISHED Did the agent control the call from the start True Did the agent determine the caller s name and location True Did the agent properly determine the type of call True Did the agent properly greet the caller True Did the agent quickly determine the severity of the caller s situation True Did the agent show empathy for the caller s s
11. the caller s telephone number S Was the agent able to maintain the caller s attention X Save Cancel Preview There is no limit to the number of different evaluation forms that may be created For instance different call handling teams or call types may have specific technical needs that should be evaluated differently and thus may require a separate form Forms are created by dragging and dropping questions from the Questions field into the Form field You can then re order questions by dragging up or down and dropping and you can delete previously added questions by clicking the red X in the upper right corner of the question you want to delete The minimum score to pass and the number of flags to fail are configured at the top more information about both topics is provided in the Evaluation Scoring section later in this chapter S Eventide Quality Factor Manual v2 2 17 18 Figure 7 Form In Progress Form Name Sample Form Passing Score 70 Flags to Fail 3 Z Published Question Did the agent properly greet the caller Answer Yes No Points 5 Flag Under D Autofail Under D Comment Mode NONE x E Allow N A Question Did the agent determine the caller s name and location 5 Answer Yes No Paints 5 Flag Under 150 Autofail Under D Comment Mode NONE EA Allow N A Question Did the agent quickly determine the severit
12. to the proprietary Eventide software some of the base underlying substructure of the firmware is provided by the Linux Kernel and the S Eventide Quality Factor Manual v2 2 51 52 corresponding Open Source licensed Userspace These components are not under the proprietary Eventide License but under their own software licenses Many of these packages are released under the GNU General Public License or the GNU Lesser General Public License Note that none of the Eventide software that provides the recorder functionality is under this license nor is it linked into any software under this license This license only protects the basic underlying Operating System internally used by the NexLog recorder The text of the GNU GPL v2 is provided here for convenience GNU GENERAL PUBLIC LICENSE Version 2 June 1991 Copyright C 1989 1991 Free Software Foundation Inc 51 Franklin Street Fifth Floor Boston MA 02110 1301 USA Everyone is permitted to copy and distribute verbatim copies of this license document but changing it is not allowed Preamble The licenses for most software are designed to take away your freedom to share and change it By contrast the GNU General Public License is intended to guarantee your freedom to share and change free software to make sure the software is free for all its users This General Public License applies to most of the Free Software Foundation s software and to any other program whose authors c
13. 11 11 28 01 36 Channel 2011 11 28 Channel 8 2011 11 28 01 36 Channel 3 12011 11 28 Properties Protect New Incident From Selected Records Evaluate Records 3 Sample Form Sample Form 2 Start Sequential Playback Start Grouped Playback Start Aixed Playback Create CD Create CD Using Preset Export Export Using Preset Email Email Using Preset 4 2 1 Evaluations Once selected the Evaluation form will open in its own tab 34 Eventide Quality Factor Manual v2 2 Figure 28 Evaluation Report Form File Edit Tools Playback View Help Channels ZS Browser D Search Not Set ei Not Set x e e ee EE Imust comment if question is flagged A E optionally comment here E optionally comment here P VOLUME 0 00 00 00 L sa K OA e e The form is largely self explanatory Use the transport controls at the bottom of the page to listen to the call s while you are evaluating If there is Multimedia recording in the calls it will open in a canvas so that you can watch it and still use the evaluation form If the Multimedia recording starts before the audio call you can click the forward arrow to skip ahead to the time when the audio begins SELECT THE AGENT GROUP Click the Group menu to select an agent group and then the Agent menu will only show Agents who are in that group SELECT THE AGENT
14. ARTICULAR PURPOSE AND NON INFRINGEMENT OF THIRD PARTY RIGHTS WITH RESPECT TO THE SOFTWARE THE ACCOMPANYING DOCUMENTATION OR DISKETTES Eventide Quality Factor Manual v2 2 S 8 No Liability for Consequential Damages IN NO EVENT SHALL EVENTIDE BE LIABLE TO YOU FOR ANY CONSEQUENTIAL SPECIAL INCIDENTAL OR INDIRECT DAMAGES OF ANY KIND ARISING OUT OF THE USE OF THE PRODUCT EVEN IF Eventide HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES EVENTIDE S LIABILITY FOR ANY CLAIM LOSSES DAMAGES OR INJURY WHETHER CAUSED BY BREACH OF CONTRACT TORT OR ANY OTHER THEORY OF LIABILITY SHALL NOT EXCEED THE FEE PAID BY YOU SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THE ABOVE LIMITATION OR EXCLUSIONS MAY NOT APPLY TO YOU 9 Export You acknowledge that the laws and regulations of the United States restrict the export and re export of the Software and Documentation You agree the Software will not be exported or re exported without the appropriate U S or foreign government licenses You also agree not to export the Software including over the Internet into any country subject to U S embargo 10 Governing Law and Arbitration This Agreement will be governed by the laws of the State of New Jersey and will be interpreted as if the agreement were made between New Jersey residents and performed entirely within New Jersey All disputes under this Agreement or involving use of the Produc
15. An entire Evaluation can be set to automatically fail based on the number of flags There is also the option for a single question s failing score to cause an Autofail for the entire evaluation To summarize To evaluate a call or a group of related calls you choose the call s and then select which evaluation form to use Each Evaluation is tagged with an Agent each of which is pre assigned to an Agent Group Eventide Quality Factor Manual v2 2 S The Evaluation Forms are built from Questions which in turn use Answer Sets Each Question is assigned to a Skill Group Evaluation Forms can be saved in progress and can be returned to the next time MediaWorks Express is loaded Completed Evaluations can be viewed from MediaWorks Express or from the NexLog Configuration Manager software 2 2 Skill Groups Answer Sets Questions and Evaluation Forms This chapter describes how to establish Skill Groups for Questions how to create Answer Sets how to create Questions and finally how to create and revise the Evaluation Forms 2 2 1 Skill Groups Skill Groups are a way of organizing questions both to ease in the creation of Evaluation forms and to increase the usefulness of the evaluation results Before you can create new questions you should take a look at the sample Skill Groups that ship with the Eventide Quality Factor option These are e Initial Contact e Call Control e Information Gathering e Speaking Skills e Empa
16. Eventide Communications Division Eventide Quality Factor Software User Manual Part Number 141216 02 Published March 15 2013 O 2004 2013 Eventide Inc ALL RIGHTS RESERVED Every effort has been made to make this guide as complete and accurate as possible but Eventide Inc DISCLAIMS ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE The information provided is on an as is basis and is subject to change without notice or obligation Eventide Inc has neither liability nor responsibility to any person or entity with respect to loss or damages arising from the information contained in this guide Notice This computer program and its documentation are protected by copyright law and international treaties Any unauthorized copying or distribution of this program its documentation or any portion thereof may result in severe civil and criminal penalties The software installed in accordance with this documentation is copyrighted and licensed by Eventide Inc under separate license agreement The software may only be used pursuant to the terms and conditions of such license agreement Any other use may be a violation of law Eventide is a registered trademark of Eventide Inc Other names and brands may be claimed as the property of others Publication Date March 15 2013 Document Number 141216 02 Publisher Eventide Inc Communications Division 1 Alsan Way Little Ferry NJ 07643 telephone 201 641
17. If the call selected was automatically tagged with an Agent via the NexLog workstations feature then the Agent and Group will be pre populated with the Agent that was tagged but you can override this manually Otherwise the agent will be preset as Not Set and the evaluator will need to select the agent using the dropdown menu Do this by listening to the call and determining the agent based on the agent s voice or use external information such as work schedules to determine which agent was at the recorded position EVALUATING THE CALL S Use the mouse to select the answer for each question CL Eventide Quality Factor Manual v2 2 35 Enter as much text as you like into the comment boxes to explain the score or to comment about the call If a comment is required you will not be able to submit the evaluation until it is entered but you can save the evaluation as in progress If a question is not applicable to the specific call and if the form makes an N A available for the question then you can click the N A radio button to have the question ignored for this call N A buttons are optional and are configured by the form creator on a per question basis 4 2 2 Evaluations and Saving Once you have completed an evaluation you can save it as complete by clicking Submit Evaluation If the evaluation is incomplete an error message will pop up explaining why the evaluation cannot be saved For example if you overlooked a quest
18. actor Manual v2 2 7 Purpose and Applicability This publication provides information for users of the Eventide Quality Factor software option for NexLog Recorders with MediaWorks Express software This information applies to NexLog Recorder Software 2 1 0 for the NexLog 740 and NexLog 840 recorders It may also apply to later versions except when superseded by a more recent publication 8 Eventide Quality Factor Manual v2 2 S 1 Introduction 1 1 Welcome Welcome and congratulations on your purchase of the Eventide Quality Factor software option for use with an Eventide NexLog Recorder and Eventide MediaWorks Express software This manual will help you maximize the use of your product It includes e Explanation of what Quality Factor is and how the product implements call evaluation e Step by step instructions on how to set up and operate Eventide Quality Factor e How to run reports and get the most out of the data generated by Eventide Quality Factor 1 2 Customer Support Information Eventide is committed to your satisfaction If after using this manual you still have questions about the operation of your Eventide Quality Factor software contact your Eventide dealer or Eventide Technical Support at support eventide com or call 201 641 1200 The Eventide web site may have additional information that may be helpful Go to www eventide com Release Numbers You may need to identify the software ver
19. actor Manual v2 2 S Figure 19 Agent Group Creation and Edit Page AGENT GROUP Group name EMT Dispatch AGENT ENROLLMENT Agents in this group Choose an agent EN e agent remove agent remove Select the agents for this group Leaders of this Group Choose a User v s JDarbon remove Select the leaders for this group 3 2 1 Creating a Group Leader Group leaders are users and must be created in the Users And Security Users page of NexLog Configuration Manager Group leaders must be part of one of three Security Groups Admin SuperEvaluator or Evaluator A user in the Evaluator security group must also be a Group Leader in order to run evaluations Figure 20 User Permissions tab in User Edit and Creation Pages USER INFO PERMISSIONS ACCOUNT SETTINGS ACCESSIBLE CHANNELS Alerts and Lags Exporters v SuperEvaluators Security C Maintainers Users and Security Systems Archive drive access System Security D Top Middle SSL Fl Rattam Once a user with Agent Group Leader permissions is created you can assign that user to be Leader of a Group as shown in the previous section above If the group leader is also a call taker you can associate the group leader s user account with an agent in the agent creation or editing page as seen in the Add Agent section above f Eventide Quality Factor Manual v2 2 27 3 3 A
20. agents and agent groups for which they Eventide Quality Factor Manual v2 2 S are a designated Group Leader or which are of the agent they are associated with The Completed Evaluations page lists all of the completed evaluations on the logger with a heading for Agent Form Evaluator Date and Score To view an evaluation simply click on it to select it and then click View Evaluation and the evaluation will be displayed In MediaWorks Express it will open in a new tab If you want to print an evaluation select it from the list and click print evaluation the selected evaluation will open in a new tab in a printer friendly format which you can then print with your browser as you can any web page You can filter the list by date agent group evaluator and any by combination of these For example you may want to see all evaluations between September 1 2011 and October 31 2011 of agent agent003 by evaluator JDarbon Figure 30 Completed Evaluations Filter Start Date 2011 9 1 End Date 2011 11 22 Agent agent003 le Evaluator JDarbon Group ALL v AGENT FORM EVALUATOR DATE SCORE The completed evaluation page will look like this Figure 31 Top Half of Completed Evaluations Form Eventide Quality Factor Completed Evaluation and Score Date 2012 03 14 Evaluator Eventide Agent agent002 Form Sample Form Revision 1 Final Score 90 Pass passi
21. am or its derivative works These actions are prohibited by law if you do not accept this License Therefore by modifying or distributing the Program or any work based on the Program you indicate your acceptance of this License to do so and all its terms and conditions for copying distributing or modifying the Program or works based on it 6 Each time you redistribute the Program or any work based on the Program the recipient automatically receives a license from the original licensor to copy distribute or modify the Program subject to these terms and conditions You may not impose any further restrictions on the recipients exercise of the rights granted herein You are not responsible for enforcing compliance by third parties to this License 7 If as a consequence of a court judgment or allegation of patent infringement or for any other reason not limited to patent issues conditions are imposed on you whether by court order agreement or otherwise that contradict the conditions of this License they do not excuse you from the conditions of this License If you cannot distribute so as to satisfy simultaneously your obligations under this License and any other pertinent obligations then as a consequence you may not distribute the Program at all For example if a patent license would not permit royalty free redistribution of the Program by all those who receive copies directly or indirectly through S Eventide Quality Factor Man
22. and 9 Channel names can be mapped in a comma delimited list or with asa wildcard so e Fire 1 Fire 2 Would map to channels Fire 1 and Fire 2 and e F S Eventide Quality Factor Manual v2 2 29 30 would map to channels Fire 1 Fire 2 Forestry and all other channels on the recorder that had channel names starting with F 3 3 2 Add Workstation with Dynamic Mapping Figure 23 Add Workstation NEW WORKSTATION Workstation Name Workstation Location MAC Address AGENT MAPPING Static a Dynamic ASSOCIATED CHANNELS Channel Names Channel Numbers Add Cancel The Add Workstation screen is used to assign specific channels to a workstation location and an agent user so that calls can be tagged with that information When a user is logged in to MediaWorks thick client at a designated workstation calls received at that location will have the user name saved in the call metadata Enter the workstation name location identifier the channel number s associated with this workstation channel name s and the MAC address of the workstation in the fields provided Each workstation must have a unique MAC address which is a unique hardware identifier for the workstation s Ethernet adapter Do the following on the PC containing Microsoft Windows to find out the MAC address that is assigned to the PC 1 From Programs select Accessories then Command Prompt 2 When the Command Prompt screen displ
23. as anew Revision and the previous version will be automatically unpublished The unpublished previous versions will show up on the Form page in grey italics The Form page has a check box to Show published forms only which is useful for clarity when many forms have been through several revisions Previous revisions remain on the logger because they are in use by previously completed evaluations Figure 9 Form Unpublished Because of New Revision Show published forms only FORM NAME REVISION PUBLISHED Sample Form S True Sample Form 1 False Add Form Edit Form Delete Form 2 3 Evaluations Scoring The way Evaluations are scored is straight forward but flexible enough to handle many evaluation requirements The simplest case is a form that has a number of questions and a percentage value that needs to be met in order to pass form designed to meet more complex needs can have certain questions worth more points than others can have questions that trigger an instant fail of the entire evaluation if the Agent doesn t meet expectations and can require an Evaluator to comment on a failed question Well go over the basics of scoring first and then tackle the Autofail Flags to Fail and Commenting options 2 3 1 Basic Scoring Each question in a form is assigned a maximum value this defaults to 5 points The value of each question is relative to the other questions so if you want a question to be worth twice as
24. automatically filled out as well Note In NexLog 2 0 the Agent Mapping feature was called Workstations and accessible in NexLog Configuration Manager via Recording gt Agent Mapping Static Agents were not supported in NexLog 2 0 Eventide Quality Factor Manual v2 2 S 3 3 1 Adding a Workstation with Static Mapping Figure 22 Add Workstation NEW WORKSTATION Workstation Name Workstation Location MAC Address AGENT MAPPING Static Dynamic AgentID v ASSOCIATED CHANNELS Channel Names Channel Numbers The Add Workstation screen is used to assign specific channels to a workstation location and an agent user so that calls can be tagged with that information When a user is logged in to MediaWorks thick client at a designated workstation calls received at that location will have the user name saved in the call metadata Add a workstation name and location these are for clarity sake Entering a MAC address is recommended but not necessary as it is not used internally for a static mapping Click the radio button for Static then choose the AgentID you want to map toa channel name or channel number from the AgentID pull down menu Then enter the channel number s and or channel name s you want mapped to that Agent You can create a single static map that maps the same Agent ID to multiple channels by entering channel numbers like this e 1 3 5 7 9 which would map to channels 1 3 5 7 8
25. ays type ipconfig all and press Enter The following information displays Eventide Quality Factor Manual v2 2 S Figure 24 Finding MAC Address with IPCONFIG all cx Command Prompt Ethernet adapter Local Area Connection M Host Name Primary Dns Suffix Node Type IP Routing Enabled WINS Proxy Enabled Connection specific DNS Suffix Description Physical Address Dhcp Enabled a a Autoconfiguration Enabled IP Address Subnet Mask Default Gateway DHCP Server DNS Servers Lease Obtained Lease Expires iC gt IT FCONFIG 3 3 3 D4H2Y871 Hybrid No No Intel lt R gt PRO 1 VE Network Connecti B 13 2 89 FB 94 Ves Yes 192 168 2 237 255 255 255 0 gt 192 168 2 1 gt 192 168 2 1 64 253 32 3 Friday November 17 2006 1 45 33 PM Friday November 17 2006 11 45 33 P The MAC address is the Physical Address in this example 00 13 20 FB 94 Finally to complete workstation setup you must create a new metadata field called user id If a user is logged into MediaWorks thick client or MediaAgent on a configured workstation then any calls recorded on the channel s associated with that workstation during the logged in period are tagged with the user_id logged in Workstation Summary In summary a call will be tagged with Agent_ID if 1 Static Agent Mapping is configured for calls on
26. cal commands show wi and show c should show the appropriate parts of the General Public License Of course the commands you use may be called something other than show wi and show c they could even be mouse clicks or menu items whatever suits your program You should also get your employer if you work as a programmer or your school if any to sign a copyright disclaimer for the program if necessary Here is a sample alter the names Yoyodyne Inc hereby disclaims all copyright interest in the program Gnomovision which makes passes at compilers written by James Hacker signature of Ty Coon 1 April 1989 Ty Coon President of Vice This General Public License does not permit incorporating your program into proprietary programs If your program is a subroutine library you may consider it more useful to permit linking proprietary applications with the library If this is what you want to do use the GNU Lesser General Public License instead of this License By receiving a copy of these GPL licensed components this license grants you a legal right to gain access to the source code to these components The Easiest way to get access to the source for the components utilized is to go to http debian org and download the source code you want Alternatively you may request a copy of these components be sent to you directly from Eventide To do so send a written letter to Eventide at Eventide Inc ATTN NexLog Engin
27. case you must arrange to collect on any insurance held by you or your carrier We will await your instructions as to how to proceed with the unit but we will charge you for all repairs on damaged units S Eventide Quality Factor Manual v2 2 45 Who is covered under the warranty The warranty applies to the original purchaser of a new unit from Eventide or an Authorized Eventide Dealer Demo units are also covered by this warranty under slightly different circumstances see the following information on When the warranty becomes effective Units that are used or have been used as part ofa rental program are not covered under any circumstances It is your responsibility to prove or to be able to prove that you have purchased the unit under circumstances which affect the warranty A copy of your purchase invoice is normally necessary and sufficient for this If you have any questions about who is an Authorized Eventide Dealer call Eventide at 201 641 1200 Units with the serial number plate defaced or removed will not be serviced or covered by this warranty When the warranty becomes effective The one year warranty period begins on the day the unit is purchased from an Authorized Eventide Dealer or if the unit is drop shipped from Eventide on the day shipped plus a reasonable allowance for shipping delays This applies whether or not you return your warranty registration form When we receive a unit this is how we determine w
28. ce they are part of the group s historical performance data However you will no longer be able to run a report explicitly on the deleted agent as a criterion 3 1 2 Add Agent Figure 16 Add Agent NEW AGENT Agent agent007 Agent Name Jillian Vasquez Associated User Account Cancel Creating new Agents is simple You enter an Agent ID an Agent Name and optionally associate the Agent with a User account existing on the Recorder S Eventide Quality Factor Manual v2 2 25 3 1 3 Edit Agent Figure 17 Edit Agent EDIT AGENT AgentID agent007 Agent Name Associated User Account JVasquez EN Cancel Here you are able to change the Agent Name and associated User Account of an Agent 3 1 4 Delete Agent This button allows you to delete an existing Agent It will prompt you to verify you want to proceed and then will delete the Agent from the recorder 3 2 Agent Groups Figure 18 Agent Groups GROUPNAME MEMBERS EMT Dispatch agent003 agent005 Police Dispatch agent001 agent004 Fire Dispatch agent006 agent002 Add Group Edit Group Delete Group For organizations with multiple teams Agents can be added to Groups You can run Evaluation reports against groups to compare performance intra and inter groups Groups contain agents and one or more users who is a group leader Group Leaders are users with Admin SuperEvaluator or Evaluator Security Groups 26 Eventide Quality F
29. ceiving at least that number of flags on the form will fail the evaluation regardless of the total score achieved If Flags to Fail is set to 0 then no amount of flags will fail the form but individual questions can still be set to be flagged if you want Figure 12 Flags To Fail and Flag Under Highlighted Form Name Sample Form Passing Score 70 Flags to Fail 3 Published Question Did the agent properly greet the caller Answer Yes No Points 5 Flag Under O Autofail Under D Comment Mode NONE x O Allow NA Auestinn Nid the anent determine the raller s name and Incatinn A flag resulting from a low score on a question can also be configured to require the evaluator to write a comment 2 3 4 Comments With the exception of Free Form questions each question on a form can have a field for comments There is a pull down menu on the Evaluation Form builder with four options e None e Optional e Require S Eventide Quality Factor Manual v2 2 21 e Require if flagged The default setting is None Figure 13 Comment Mode Menu in Form Builder Form Name Sample Form Passing Score 70 Flags to Fail 3 Published Question Did the agent properly greet the caller E Answer Yes No Points 5 Flag Under O Autofail Under 0 Comment Mode NONE z Allow N A Questinn Nid the anent determine the caller s name and Inratinn GO
30. claims arising from or relating to any claim that the Product was used by you to violate either directly or indirectly another party s intellectual property rights 6 Limited Warranty on Software Eventide warrants that the media on which the Software is furnished will be free from defects in materials and workmanship under normal use for a period of ninety 90 days from the date of purchase Ifa defect appears during the warranty period return the diskette compact disc to Eventide and you will receive a free replacement or at Eventide s option a refund so long as the Software documentation accompanying hardware and diskettes are returned to Eventide with a copy of your receipts This Limited Warranty is void if failure of the Software has resulted from accident abuse or misapplication Any replacement Software will be warranted for the remainder of the original warranty period THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY BY JURISDICITON 7 No Other Warranties Eventide AND ITS LICENSOR s hereafter collectively Eventide DO NOT WARRANT THAT THE Eventide SOFTWARE NOR ANY THIRD PARTY SOFTWARE EMBEDDED ON THE DISK collectively SOFTWARE ARE ERROR FREE YOU EXPRESSLY ACKNOWLEDGE THAT THE SOFTWARE AND DOCUMENTATION ARE PROVIDED AS IS EVENTIDE DISCLAIMS ALL OTHER WARRANTIES EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR A P
31. difications to it For an executable work complete source code means all the source code for all modules it contains plus any associated interface definition files plus the scripts used to control compilation and installation of the executable However as a special exception the source code distributed need not include anything that is normally distributed in either source or binary form with the major components compiler kernel and so on of the operating system on which the executable runs unless that component itself accompanies the executable If distribution of executable or object code is made by offering access to copy from a designated place then offering equivalent access to copy the source code from the same place counts as distribution of the source code even though third parties are not compelled to copy the source along with the object code 4 You may not copy modify sublicense or distribute the Program except as expressly provided under this License Any attempt otherwise to copy modify sublicense or distribute the Program is void and will automatically terminate your rights under this License However parties who have received copies or rights from you under this License will not have their licenses terminated so long as such parties remain in full compliance 5 You are not required to accept this License since you have not signed it However nothing else grants you permission to modify or distribute the Progr
32. eering GPL Software Request 1 Alsan Way Little Ferry NJ 08731 USA Included with your letter please provide e The GPL LGPL licensed packages you are requesting source to Please use the Debian Apt package naming standards to request packages Eventide Quality Factor Manual v2 2 S e Enough blank CD R Media Disks to fit the packages you are requesting e A Self Addressed Padded Return Envelope with sufficient space and postage for your media to be returned to you with the requested data e AUS Postal Money Order or Check drawn on a US Bank made out to Eventide Inc for 10 00 per Media to cover duplication costs S Eventide Quality Factor Manual v2 2 59
33. es under the terms of this License c If the modified program normally reads commands interactively when run you must cause it when started running for such interactive use in the most ordinary way to print or display an announcement including an appropriate copyright notice anda notice that there is no warranty or else saying that you provide a warranty and that users may redistribute the program under these conditions and telling the user how to view a copy of this License Exception if the Program itself is interactive but does not normally print such an announcement your work based on the Program is not required to print an announcement These requirements apply to the modified work as a whole If identifiable sections of that work are not derived from the Program and can be reasonably considered independent and separate works in themselves then this License and its terms do not apply to those sections when you distribute them as separate works But when you distribute the same sections as part of a whole which is a work based on the Program the distribution of the whole must be on the terms of this License whose permissions for other licensees extend to the entire whole and thus to each and every part regardless of who wrote it Thus it is not the intent of this section to claim rights or contest your rights to work written entirely by you rather the intent is to exercise the right to control the distribution of derivative or c
34. f each source file to most effectively convey the exclusion of warranty and each file should have at least the copyright line and a pointer to where the full notice is found one line to give the program s name and an idea of what it does Copyright C yyyy name of author This program is free software you can redistribute it and or modify it under the terms of the GNU General Public License as published by the Free Software Foundation either version 2 of the License or at your option any later version This program is distributed in the hope that it will be useful but WITHOUT ANY WARRANTY without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE See the GNU General Public License for more details You should have received a copy of the GNU General Public License S Eventide Quality Factor Manual v2 2 57 along with this program if not write to the Free Software Foundation Inc 51 Franklin Street Fifth Floor Boston MA 02110 1301 USA Also add information on how to contact you by electronic and paper mail If the program is interactive make it output a short notice like this when it starts in an interactive mode Gnomovision version 69 Copyright C year name of author Gnomovision comes with ABSOLUTELY NO WARRANTY for details type show w This is free software and you are welcome to redistribute it under certain conditions type show ci for details The hypotheti
35. gent Mapping Figure 21 Agent Mapping WORKSTATION NAME LOCATION MAC ADDRESS Evaluations Head Main Office BC 30 5B AF AC 17 Agent 001 Call Station 1 Agent 002 Call Station 2 Agent 003 Call Station 3 Add Workstation Edit Workstation Delete Workstation Agent Mapping allows you to tag incoming and outgoing calls on a channel number or channel name with information about the Agent or User handling the call With Static Mapping all calls on a specific channel name or channel number are tagged with an Agent_ID This is ideal for situations where an Agent has his or her own telephone that is not shared by other agents To use Static Agent Mapping you must first go to Recording gt Custom Fields and add a Custom Field for Agent_ID of type Text With Dynamic Mapping calls are tagged with a User_ID based on active MediaWorks thick client logins from Workstations identified via MAC address If the User also has an associated Agent account the call is also tagged with the Agent_ID This is ideal for situations where a call taker desk is used by multiple people over the course the day and each call taker has their own user account to log into MediaWorks thick client with For Dynamic Agent Mapping you must first go to Recording gt Custom Fields and add Custom Fields for User_ID and Agent_ID both of type Text If an Agent is associated with a User account and calls are tagged with either method the other field will be
36. gineering and Other Restrictions You agree that you will not and if you are a corporation you will use your best efforts to prevent your S Eventide Quality Factor Manual v2 2 49 50 employees and contractors from attempting to reverse engineer disassemble compile modify translate investigate or otherwise study the Product including but not limited to any software firmware hardware components or circuits in whole or in part 4 Inclusion of free software In addition to Eventide Proprietary Software this distribution contains free software which is distributed in binary form as well as linked libraries which are licensed under GPL and LGPL licenses respectively Usage of this software package binds you to the terms of the GPL and LGPL software licenses that can be found below this license agreement in your manual 5 Compliance with Laws and Indemnification You agree to use the Product in a manner that applies to all applicable laws in the jurisdiction in which you use the Product including all intellectual property laws You may not use the Software or Firmware in conjunction with any device or service designed to circumvent technological measures employed to control access to or the rights in a content file or other work protected by the copyright laws of any jurisdiction You agree to indemnify defend and hold harmless Eventide from and against losses damages expenses including reasonable attorneys fees fines or
37. h 00 Score By Date for All 60 40 i 201178 2011 47 21 2011 7124 20117127 2011 7430 2011 8 2 2011 85 2011 88 2011 8411 2011 84 we Score By Date per Agent BE egent chin TTT OOT i 80 en 201178 20117121 20117124 20117127 2011730 2011 8 2 2011 8 5 2011 88 2011 8411 201184 5 2 3 Interform Score Trends Report The Interform Score Trends report compares scores between forms graphing the performance over time Figure 41 Interform Scores Report Evaluation Scores by Form Score By Date for All 100 20117416 20117419 201147122 2011 7125 2011 7128 2011 7131 2011 83 20111815 201189 20118412 2011 8415 5 2 4 Skill Trends Report The Skill Trends report graphs scores broken out by individual skills to highlight areas that are in need of improvement S Eventide Quality Factor Manual v2 2 43 44 100 20117416 20117419 2011 7122 Figure 42 Skill Trends Report Scores over Time per Skill 2011 7 25 5 2 5 Evaluation Tabulation 2011728 Score By Skill for All 20117131 2011 83 7 Information Gathering Call Control Empathy Brad Contact 2011 86 201189 2011 8412 2011815 Evaluation Tabulation Evaluation Scores Table shows Evaluation data in a table with Date of Evaluation AgentID Name Agent Group Evaluator Percentage Score Flags and Pass Fail Figure 43 Evaluation Scores Table Score By Date
38. hat the Software is used on only one computer at a time and that you remove any copies of the Software from the computer from which the Software is being transferred and c install a second copy of the Software in the event that the first Software installation is unusable In addition the Eventide NexLog firmware may only be installed on a purchased and Licensed Eventide NexLog Recorder YOU MAY NOT a distribute copies of the Software or the Documentation to others b modify or grant sublicenses or other rights to the Software and c use the Software in a computer service business network time sharing or multiple user arrangement without the prior written consent of Eventide The License is effective until terminated You may terminate this License at any time by destroying the Software together with any copies in any form This Agreement including the license to use the Software will terminate automatically if you fail to comply with any term of condition of this Agreement 2 Ownership This License is not a sale of the Software or any Firmware contained in the Product Eventide and its licensors retain all rights interest title in and ownership of the Software Firmware and Documentation including all intellectual property rights No title to the intellectual property in the Software and Firmware is transferred to you You will not acquire rights to the Software and Firmware except as expressly set forth above 3 No Reverse En
39. hether it is under warranty If the unit was shipped from our factory within the past calendar year we assume that it is under warranty unless there is evidence to the contrary such as its having been sold as used or rented etc If the unit was shipped from our factory more than a calendar year ago we assume it is not under warranty unless there is a warranty registration form on file showing that it has been purchased within the past year under appropriate conditions or if you send a copy of your purchase invoice indicating warranty status along with the unit If the unit was used as a demo the warranty runs from the date that it was received by the dealer The original purchaser gets the unexpired portion of that warranty When you send a unit for repair you should indicate whether or not you believe it to be under warranty If you do not say the unit is under warranty we will charge you for the repair and we will not refund unless the charge was caused by an error on our part If you believe the unit to be under warranty and you do say it is but this disagree you will not incur any charges until the dispute is resolved Reading the above you can see that it is to your advantage to send in the warranty registration form when you purchase the unit If we know who you are Eventide Quality Factor Manual v2 2 S we can send you updates and notifications and advise you of our new products It will also enable you to receive pre shi
40. hic funds transfer to our bank If you send US currency be sure that it is sent by a method you can trace such as registered mail If you wish to pay by Letter of Credit be sure that it affords sufficient time for work to be performed and the L C negotiated and that it is free from restrictive conditions and documentation requirements We reserve the right to substitute freight carriers Although we will attempt to honor your request for a specific carrier it is frequently necessary to select a substitute because of difficulties in communication or scheduling This warranty gives you specific legal rights and you may also have other rights which vary from location to location Eventide Quality Factor Manual v2 2 S Software License The Eventide NexLog Recorder contains proprietary Eventide Firmware and Software In addition Eventide MediaWorks Eventide MediaWorks Express Eventide Quality Factor and Eventide MediaAgent are proprietary Eventide Software The Software License for this software follows Product License and Usage Agreement By installing copying or otherwise using the Software you agree to be bound by the terms of this License Agreement If you do not agree to the terms of this License Agreement do not use or install the Software 1 License YOU either as an individual or an entity MAY a use this Software on a single computer b physically transfer the Software from one computer to another provided t
41. ion it will prompt you to answer that question Evaluations can also be saved in progress with the Save As In Progress button Clicking this will bring you to a page that says Form saved but incomplete You can resume all in progress evaluations by reloading the MediaWorks Express page if your NexLog user account has any in progress evaluations you will be prompted to open them when you load MediaWorks Express It will then open a tab for each such evaluation Figure 29 In Progress Evaluations Prompt 2 In Progress Evaluations There are in progress evaluations pending Do you want to open and continue to work on them Open Ignore Once an evaluation form is submitted you will be shown the completed evaluation page for that completed evaluation 4 3 Completed Evaluations Completed evaluations can be reviewed in both MediaWorks Express and the NexLog Configuration Manager MediaWorks Express has a new kind of tab Completed Evaluations which can be opened from the File gt New Tab menu In the NexLog Configuration Manager Completed Evaluations are found in the Quality Factor Software section Completed Evaluations can only be seen by users logged into NexLog Configuration Manager or MediaWorks Express with an account that is a member of the Admin Evaluator or SuperEvaluator permission groups Admins and SuperEvaluators can see completed evaluations for all agents but Evaluators can see only those involving
42. ion 2 1 and an Evaluation Agents license sufficient to cover all Agents who will be evaluated On the NexLog recorder you will need to add a custom field for Agent ID of type Text Also required is a web browser that the MediaWorks Express web client supports e Internet Explorer 8 e Internet Explorer 9 e Chrome e Firefox 7 and above e Quality Factor software is configured using the NexLog Configuration Manager in the Quality Factor Software section as seen here Home System Reports Networking Recording Archiving Alerts and Logs Users and Security Utilities Quality Factor Software Skill Groups Answer Sets Questions Forms Completed Evaluations Agents Agent Groups Agent Mapping Change Password S Eventide Quality Factor Manual v2 2 Figure 1 Quality Factor Welcome to Eventide NexLog Recorder Serial Number Firmware Version IP Address MAC Address Current Time Timezone 100000069 2 1 0 108 192 168 22 42 00 01 29 25 1F 09 2012 03 13 20 10 03 UTC UTC 11 12 2 1 Quality Factor Software Workflow Evaluation of call handling and dispatch is easy with the Eventide Quality Factor software Once the forms and agents have been configured it s a simple matter of selecting a call or incident in the MediaWorks Express web client right clicking and then selecting an Evaluation form A new browser tab will open with the selected Evaluation form Eventide Quality Facto
43. ituation True Did the agent speak clearly True Did the agent verify the caller s telephone number True Was the agent able to maintain the caller s attention True Add Question Edit Question Delete Question Each Question has three options a text field for the question itself an Answer Set that the question is to be scored with and the Skill Group that the Question belongs to Figure 4 Question Creation and Edit page QUESTION Question Text Did the agent properly determine the type of call Answers Yes No D Skill Information Gathering v Published PREVIEW Did the agent properly determine the type of call Yes No Cancel Questions can be published meaning that they are ready for use or unpublished meaning that they are either in a rough draft form or have been retired and replaced by a newer question Once unpublished questions in use remain in the forms that use them but they cannot be added to new forms f Eventide Quality Factor Manual v2 2 15 Note that editing a question that is already in use will affect every instance of that question including on existing forms so editing questions should be done only to correct typos or to make minor changes in wording no change should be made that would change the meaning of an answer that was already submitted If you need to make a substantial change unpublish the original question Edit Question gt Publi
44. luations If an Agent is expected to use MediaWorks Express or have other recorder access they will also need a properly configured User account Each evaluation can be marked with an Agent and their Agent Group To simplify this the Workstations feature allows Agents to be automatically associated with calls based on channel number or channel name The maximum number of agents able to be configured on a recorder is determined by the add on license key for Agents which is called Num Evaluation Agents 20x on the System License Keys page of the NexLog Configuration Manager Agents are licensed in groups of 20 so a Num Evaluation Agents 20x 3 would mean you are licensed for 60 agents 24 Eventide Quality Factor Manual v2 2 S 3 1 1 Agent Page Figure 15 Agents AGENT ID NAME agent001 Richie Davis agent002 Nancy Kimmel agent003 Charles Hawkins agent004 George LaPrete agent005 Elizabeth Winter agent Jane Darbon Add Agent Edit Agent Delete Agent Agents are managed at the Quality Factor Software Agents page of the Configuration Manager Here you can add new Agents and edit or delete existing Agents Special note about deleting agents Completed evaluations for deleted agents remain on the system and you can view those evaluations by other criteria In addition data about deleted agents continues to be used in generating reports for example a report on a group will include the deleted agents scores sin
45. mber of flagged questions is less than the form s Flags to Fail quantity 3 The percentage score is equal to or greater than the form s Passing Score An evaluation will not be able to be saved as completed if 1 Any questions have not been answered Eventide Quality Factor Manual v2 2 S 2 Any questions requiring a comment are lacking a comment 3 Any flagged questions for which a comment is required if flagged lacks a comment S Eventide Quality Factor Manual v2 2 23 3 Agents Agent Groups and Workstations 3 1 Agents Agents are call takers workers who answer place calls at the call center Creating an agent entry for someone in the logger s database is necessary if you want to be able to evaluate their phone performance To avoid cluttering your logger s User list with Agents agents do not require a proper User account unless you also wish for them to be able to use an account to log in to the recorder They can be entered only in the Agents Page Group Leaders who are able to log in to the recorder to evaluate agents do need a proper user account Group Leaders do not need to have their own agent entry unless in addition to their group leader role they will be taking placing calls and will themselves need to be evaluated Each Agent has an Agent ID and a Name Agents can also be associated with a User account which can be used to allow an agent to see and add a comment to their own eva
46. much as the others you can set it to 10 points and leave the rest alone Because the completed evaluation page will show the S Eventide Quality Factor Manual v2 2 19 score as a percentage out of 100 there is no need to manually manage the total number of per question points Scoring for the default Answer Sets works like this e 1 to 5 A five is worth 100 a four is worth 75 a three is worth 50 a two is worth 25 and a one is worth 0 e 1to 10 Rounding to the nearest ones place a ten is worth 100 a nine is worth 89 an eight is worth 77 a seven is worth 67 a six is worth 56 a five is worth 44 a four is worth 33 a three is worth 22 a two is worth 11 and a one is worth 0 e Yes No Yes is worth 100 and No is worth 0 Note that this isn t a special kind of question it s just a two answer Multiple Choice question If you want to use questions that need No to be the correct answer you can create a multiple choice Answer Set called No Yes e Outstanding Good Fair Poor Unacceptable This is a five answer Multiple Choice question and it scores the same as the 1 to 5 range Answer Set with Outstanding being worth 100 Unacceptable being worth 0 and Fair being worth 50 e Freeform Answer Freeform answers do not affect score as they are for non quantitative questions that don t easily translate into numbers 2 3 2 Autofail Sometimes the answer to a question is important enough to be
47. ng score is 70 Score Breakdown by Skill overall ona Information Gathering 83 call Control 100 Empathy 75 initiat Contact 100 Flagged Questions No Flags Autofailed Questions No Questions Autofailed Agent Comment S Eventide Quality Factor Manual v2 2 37 At the top it contains a summary of the evaluation the final score and pass fail information and a breakdown of the score based on skill group It also lists any flagged questions and any autofailed questions the comment from the Agent which will be empty if it has not been filled out and then it shows the full completed results Figure 32 Bottom Half of Completed Evaluations Form Full Results 4 Using Form Sample Form to evaluate group EMT Dispatch agent agent003 Fully engaged throughout Dia Te agent Snow Empatny For he caters pap t s are job done here A 4 3 1 The Advantage of using MediaWorks Express to review Completed Evaluations The Completed Evaluations page differs in MediaWorks Express in one way it has a transport control at the bottom of the page that allows you to listen to the evaluated call Figure 33 Completed Evaluations Form in MediaWorks Express File Edt Tooli Playback View Help 38 Eventide Quality Factor Manual v2 2 4 3 2 Agent Comment The Completed Evaluations page also has a field for Agent Comment which can onl
48. nnnnrrrrnnnnnnnnrnnnnnvrrrnnnnenennnr 30 3 3 3 Workstation SUMIMALY xaicaceccrecensstsenenzaciteneeratinccstncsencieetsinnertnadenenonstoncateatencterenecenmeds 31 ETE REE EE NE 32 S Eventide Quality Factor Manual v2 2 Contents iii 4 1 A Word about bermtseions rrer terr rr ro rr rrr erre rE Enere ereere 32 4 2 MediaWorks Express web cent EEN 33 421 mAV OTEA DEE E A E SN 34 4 2 2 Evaluations and Saving EE 36 E COMPICTSC Evaluati NnS vassere 36 4 3 1 The Advantage of using MediaWorks Express to review Completed Evaluations 38 43 2 Agent COMMENT e ern esae ge eeng 39 LG ln ete ree eet Seer cette ie ue cael 40 5 11 Reports and PSRMISSIONS anne 40 5 2 Evaluation Reports essin e aa E A AEE ER e deeg eeh Ee 40 5 2 1 Evaluation Score Trends Report musa cases dacstenedectenvedan Gantaeskeeeeueraeeeoesteneenss 42 5 2 2 Intragroup Score Trends Heport ANEN EEN 42 5 2 3 Interform Score Trends SPO usanne 43 5 24 Skil Trends Reports treenata E eE Rai E e aae i ea 43 5 25 Evaluation KE EE 44 Limited Warranty zeegt Sg See dE raaa Aa PaE aeieea ieina 45 Who is covered under the v ranhraaaspeenanetresd nemes stetanaelyancedetredceee 46 When the warranty becomes effective ENEE 46 Who performs warranty Work vand seCh Nee EEN danna 47 Shipping within the 50 United States AEN 47 Shipping outside the 50 United States AEN 47 S ftw re LICENSE aus 49 Product License and Usage Agreement 49 GNU GENERAL PUBLIC LICENSE us ander
49. ollective works based on the Program In addition mere aggregation of another work not based on the Program with the Program or with a work based on the Program on a volume of a storage or distribution medium does not bring the other work under the scope of this License 3 You may copy and distribute the Program or a work based on it under Section 2 in object code or executable form under the terms of Sections I and 2 above provided that you also do one of the following a Accompany it with the complete corresponding machine readable source code which must be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange or b Accompany it with a written offer valid for at least three years to give any third party for a charge no more than your cost of physically performing source distribution a complete machine readable copy of the corresponding source code to be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange or c Accompany it with the information you received as to the offer to distribute corresponding source code This alternative is allowed only for noncommercial distribution and only if you received the program in object code or executable form with such an offer in accord with Subsection b above Eventide Quality Factor Manual v2 2 S The source code for a work means the preferred form of the work for making mo
50. ommit to using it Some other Free Software Foundation software is covered by the GNU Lesser General Public License instead You can apply it to your programs too When we speak of free software we are referring to freedom not price Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software and charge for this service if you wish that you receive source code or can get it if you want it that you can change the software or use pieces of it in new free programs and that you know you can do these things To protect your rights we need to make restrictions that forbid anyone to deny you these rights or to ask you to surrender the rights These restrictions translate to certain responsibilities for you if you distribute copies of the software or if you modify it For example if you distribute copies of such a program whether gratis or fora fee you must give the recipients all the rights that you have You must make sure that they too receive or can get the source code And you must show them these terms so they know their rights We protect your rights with two steps 1 copyright the software and 2 offer you this license which gives you legal permission to copy distribute and or modify the software Eventide Quality Factor Manual v2 2 S Also for each author s protection and ours we want to make certain that everyone understands that there is no warranty for this
51. on Score Trends Graphs Information about Evaluation Scores over time Reports Intragroup Score Trends Graphs Information scores over time for agents in a group Recording Reports Interform Score Trends Graphs Information comparing scores between forms SCH Skill Trends Graphs scores broken out by individual skills Networking Evaluation Tabulation Shows Evaluation data in a tabular format Recording Run Report 5 2 Evaluation Reports The Eventide Quality Factor option ships with five Evaluation Reports Evaluation Score Trends Intragroup Score Trends Interform Score Trends Skill Trends and Evaluation Tabulation All of these reports except for Intragroup Trends are run via the following form Eventide Quality Factor Manual v2 2 S Figure 36 Evaluation Report Form INTERFORM SCORE TRENDS REPORT PARAMETERS Start Date End Date Noyv 17 2011 Form ByAgentD By Agent Name By Agent Group Agent Eventide H FireLead Evaluator The form allows you to narrow the scope of the report based on Evaluation date Form Agent and Evaluator For Agents you can choose based on Agent ID Agent Name or Agent Group and the form will dynamically change to show the correct options as shown below Figure 37 Evaluation Report By Agent Group By Agent By Agent Name a By Agent Group Fire Dispatch H EMT Dispatch Police Dispatch Agent Group v The Intragroup Trends report only require
52. or Manual v2 2 S STATED IN WRITING THE COPYRIGHT HOLDERS AND OR OTHER PARTIES PROVIDE THE PROGRAM AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESSED OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU SHOULD THE PROGRAM PROVE DEFECTIVE YOU ASSUME THE COST OF ALL NECESSARY SERVICING REPAIR OR CORRECTION 12 IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER OR ANY OTHER PARTY WHO MAY MODIFY AND OR REDISTRIBUTE THE PROGRAM AS PERMITTED ABOVE BE LIABLE TO YOU FOR DAMAGES INCLUDING ANY GENERAL SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PROGRAM INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE PROGRAM TO OPERATE WITH ANY OTHER PROGRAMS EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES END OF TERMS AND CONDITIONS How to Apply These Terms to Your New Programs If you develop a new program and you want it to be of the greatest possible use to the public the best way to achieve this is to make it free software which everyone can redistribute and change under these terms To do so attach the following notices to the program It is safest to attach them to the start o
53. pass fail for the entire evaluation For example you likely have a hardline stance against call takers using profanity when talking to callers This is where the Autofail feature might be of use Any question in an Evaluation form can be set to Autofail if it is scored below a certain percentage Figure 10 Question from Form Edit with Autofail Under Highlighted Question Determined the type of emergency Answer 1 5 Points 5 Flag Under O Autofail Under sl Comment Mode ALLOW v Allow N A If you want a multiple choice or range based question to Autofail only if the agent gets less than an acceptable score you can set this value to 50 or 25 to have it fail under those values Note that Autofail will not preclude the rest of the questions on a form from being evaluated so when the evaluation has been completed you may see a percentage score alongside the failure that is greater than the minimum score needed to pass Eventide Quality Factor Manual v2 2 S Figure 11 Autofailed Form with High Score Final Score 93 Fail passing score is 70 Failed due to Autofailed question Score Breakdown by Skill 2 3 3 Flags Another way to make scoring more sophisticated is through the use of Flags A flagged question is one that requires attention because it was scored too low to be considered acceptable If a form uses flags and if Flags to Fail has been set to a number greater than 0 then an Agent re
54. pment of certain parts Who performs warranty work The only company authorized to perform work under this warranty is Eventide Inc Little Ferry New Jersey While you are free to give personal authorization to anyone else or to work on it yourself we will not honor claims for payment for parts or labor from you or from third parties However we and our dealers do try to be helpful in various ways Our dealers will assist usually without charge during the warranty period in determining whether there is a problem requiring return to the factory and alleviating user error or interconnection problems that may be preventing the unit from operating to its full capability We are available for consultation if the dealer is unable to assist If a part is found to be defective during the warranty period and you wish to replace it yourself we will normally ship the part immediately at no charge provided your warranty registration form is on file We reserve the right to request that the defective part be returned to us Shipping within the 50 United States You are responsible for getting the unit to our door at no cost to us We cannot accept collect or COD shipments We will return the in warranty unit to you prepaid at our expense using a standard shipping method normally United Parcel Service If you are in a hurry and want us to use a premium shipping method such as air express next day air etc be sure you tell us and agree
55. r software ships with a set of sample questions that you may find useful You are free to adapt these to your needs and to add new questions as needed as described in this manual Since most evaluation questions can be answered via a few basic types of answers the product s Answer Sets are configured separately so that they don t have to be created each time you create a new question Eventide Quality Factor software ships with a default collection of Answer Sets These are e Multiple choice set with the two answers Yes No e Standard 5 step sliding scale e Standard 10 step sliding scale e Multiple choice set with five answers Outstanding Good Fair Poor Unacceptable You are free to edit these Answer Sets to bring them in line with your organization s preferred terminology and to add more Answer Sets if these don t meet your needs Eventide Quality Factor software requires each question to be associated with a Skill Group Skill Groups exist to aid in the creation of forms by grouping questions together by topic or skill and to allow evaluators and team leaders to run statistical reports by skill Scoring in Eventide Quality Factor software operates as follows Each evaluation form is assigned a minimum passing score out of 100 Individual questions may be given a weighted value towards that 100 Additionally individual questions can be flagged if the answer given results in a score below a minimum percentage
56. rder is the IP address of the NexLog recorder Consult with your network administrator if you don t know this address Log on to MediaWorks Express using your NexLog user account ID and password Select a call from the Search or Browser tab right click on the call and then select the Evaluation form that you wish to run only published forms will be shown in this list The Evaluation form will open in its own tab S Eventide Quality Factor Manual v2 2 33 Figure 26 Evaluate Records Sub menu Properties TT Protect New Incident From Selected Records Evaluate Records Start Sequential Playback Start Grouped Playback Start Mixed Playback Create CD Create CD Using Preset r D Sometimes a single phone call or interaction can end up as two records on the recorder For example an analog line set to record based on Vox Threshold may have a call broken in two because of an extended silence in the middle In order to properly evaluate the whole call you can select multiple records from the search or browser tabs by ctrl clicking additional pieces of the call then right click and select the form as follows Figure 27 Evaluate Multiple Records as One Source Na Channel N Start Time Duration Caller Id Dtmf NexLog Channel 2 2011 11 28 01 36 4 Channel 4 011 1 NexLog Channel 7 2011 11 28 01 36 NexLog Channel 1 2011 11 28 01 36 NexLog Channel 5 20
57. rnes are E E E A ENEE EES 25 Figure 17 Edit MEN added vedde 26 Figure 18 Agent Groups aent n 26 Figure 19 Agent Group Creation and Edit Page ccccccececeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeseeennaeeeeeeees 27 Figure 20 User Permissions tab in User Edit and Creation Pages sesssssssserreeersserererrnneeseee 27 Figure 21 Agent Mapping aa een Ane 28 Figure 22 Add Workstation 2ussn mnierndnnmsemnneankenetdsiutneteedshtnendsbkvrdnnee 29 Figure 23 Add WV OC RSTO ties see ccenie cats ed EEN en Eeer 30 Figure 24 Finding MAC Address with IPCONFIG all 31 Figure 25 Agent Group Edit Page 33 Figure 26 Evaluate Records Gub men ee 34 Figure 27 Evaluate Multiple Records as One ENEE 34 Figure 28 Evaluation Report For ieciisccesstiecoutecesciacedassounereneiaeeiasassncrersiveniasusntioarmtenciaxasaveranereneess 35 Figure 29 In Progress Evaluations Prompt aaornnnnnnrrnnnnnnnnvnnnnnrrrrnnnnnnnnvnnnnnrrnnnnnnenenrnnnnrrrnnnnnnenenr 36 Figure 30 Completed Evaluations Eiter 37 Figure 31 Top Half of Completed Evaluations Form rrrranannnnnvrrrnnnnnnnnnnnnnnrrrnnnnnnnerrnnnnrrrrnnnnnensnn 37 Figure 32 Bottom Half of Completed Evaluations Form sarnnnnvrrrnnnnnnnnvnnnnvrrrnnnnnnnenrnnnnrrrnnnnnnenenr 38 Figure 33 Completed Evaluations Form in MediaWorks Express rrrrrrrrrnnvrrrrnnnnnnrnrnnnrrrrnnnnnenernr 38 Figure 34 Completed Evaluations Form with Agent Comment 39 Figure 35
58. s that you to select a date range Form and Agent Group as shown below S Eventide Quality Factor Manual v2 2 41 Figure 38 Intragroup Trends Report Form INTRAGROUP SCORE TRENDS REPORT PARAMETERS Start Date End Date Nov 17 2011 Form Agent Group Cance Police Dispatch v 5 2 1 Evaluation Score Trends Report Evaluation Score Trends graphs Evaluation Scores over time showing four charts the average score by date for all score by date per agent score by date per evaluator and number of flags per agent You can filter by date forms agent id agent name agent group and evaluator Figure 39 Evaluation Scores Report Evaluation Scores 100 Score By Date for All og 20117416 20117419 201147122 2011725 2011 7728 2011 7131 2011 83 2011 85 2011 89 2011 8412 2011815 100 Score By Date for Agent o0 20117416 20117419 201147122 2011725 20117128 2011 7131 2011 18 3 2011 85 201189 20118412 2014 85 5 2 2 Intragroup Score Trends Report The Intragroup Score Trends report graphs scores over time for agents in a single group showing two charts Score By Date for All and Score By Date per Agent With this report you can see how a group has been performing as a unit Eventide Quality Factor Manual v2 2 S and see if any individual agents are excelling or underperforming compared to the rest Figure 40 Intragroup Scores Evaluation Scores Within Group EMT Dispatc
59. shed checkbox and then create a new question 2 2 4 Forms The forms page shows you a list of the Evaluation forms on the system There is one sample form included Figure 5 Quality Factor Forms page Show published forms only E FORM NAME REVISION PUBLISHED Sample Form 1 True Add Form Edit Form Delete Form The forms are configured by the System Administrator from the Quality Factor Software Forms page of the NexLog Configuration Manager The Form creation page shown below is organized into three separate fields e Evaluation Form at top with all evaluation questions that have been added to the form e Skills at bottom left listing the configured skill groups to filter the questions library with e Questions Library at bottom right with a bank of questions that have been developed for use in one or more Evaluation Forms the list is filtered based on the selected Skill Group in the Skills field Eventide Quality Factor Manual v2 2 S Figure 6 Default Form Creator Form Name 3 Passing Score Flags to Fail VI Published Skills Questions Did the agent determine the caller s name and location Z Initial Contact Did the agent properly determine the type of call Call Control Did the agent quickly determine the severity ofthe caller s situation Information Gathering Did the agent speak clearly Speaking Skills Did the agent control the call from the start Empathy Did the agent verify
60. sion and serial number for the following products components e NexLog Recorder Software On the touch screen front panel or with a monitor and mouse attached while the recorder is running do the following to display the version information e Select the menu icon on the lower left indicated by an e icon e Select Setup e Select System S Eventide Quality Factor Manual v2 2 9 e Select the sub menu System Info e The Recorder Serial Number and Current Firmware Version should be displayed Alternatively you can get the version and serial number remotely via the web based NexLog Configuration Manager software e Navigate to the recorder s IP address example http 192 168 2 100 and Login Note that the default logon credentials for the recorder before they are changed by the administrator are User Name Eventide Password 12345 e In the NexLog Configuration Manager s navigation menu on the left select the System menu e In the sub navigation menu select System Info e The Recorder Serial Number and Current Firmware Version should be displayed 10 Eventide Quality Factor Manual v2 2 S 2 Quality Factor Configuration The Eventide Quality Factor software option provides a structured way for organizations to analyze and report on call and dispatch handling performance In order for Eventide Quality Factor software to work you will need a NexLog recorder running at least NexLog software vers
61. t shall be subject to binding arbitration in Little Ferry NJ in accordance with the commercial arbitration laws of the American Arbitration Association Notwithstanding anything contained in this Paragraph to the contrary Eventide shall have the right to institute judicial proceedings against you or anyone acting by though or under you in order to enforce Eventide s rights hereunder through reformation of contract specific performance injunction or similar equitable relief 11 Entire Agreement This is the entire agreement between you and Eventide AND supersedes any prior agreement whether written or oral relating to the subject matter of this Agreement No amendment or modification of this agreement will be binding unless in writing and signed by a duly authorized representative of Eventide 12 Government End Users U S GOVERNMENT RESTRICTED RIGHTS The Software and Documentation were developed at private expense and are commercial computer software and commercial computer software documentation If you are a U S Government agency or its contractor pursuant to FAR 12 212 a and or DFARS 227 7202 1 a and their successors as applicable use duplication or disclosure by the Government of the Software and Documentation is subject to the restrictions set forth in this Agreement ALL FEATURES AND SPECIFICATIONS SUBJECT TO CHANGE WITHOUT NOTICE Copyright 2007 2012 Eventide Inc and its licensors All rights reserved In addition
62. that channel number 2 Static Agent Mapping is configured for calls on that channel name 3 A User with an associated Agent account is logged into MediaWorks thick client at a Workstation configured for Dynamic Agent Mapping of calls on this channel name or channel number The call will also be tagged with User_ID A call will be tagged with User_ID if 1 Dynamic Agent Mapping is configured for calls on this channel name or channel number and a User with permission to access those channels is logged into MediaWorks thick client at the Workstation at the time of the call 2 Static Agent Mapping is configured for calls on that channel name or channel number for an Agent with an associated User account The call will also be tagged with Agent_ID S Eventide Quality Factor Manual v2 2 31 4 Evaluations Evaluations are performed using the MediaWorks Express web client as described in this section 4 1 A Word about Permissions Evaluations can only be performed by users who are logged into MediaWorks Express with a NexLog User account that is a member of the Admin Evaluator or SuperEvaluator permission groups Evaluators can only evaluate calls for agents in the agent groups for which they have been designated as a Leader Evaluators who are group leaders can only view completed evaluations for their agent groups and Evaluators who are not a group leader can only see completed evaluations about themselves
63. thy for Caller If these groups cover your needs you can proceed to Answer Sets and then to Questions Otherwise you can add and edit the list of available skill groups by navigating to the Quality Factor Software gt Skill Groups page in the NexLog Configuration Manager web based software NOTE The Questions are assigned to skill groups when created or edited via the Questions page 2 2 2 Answer Sets Questions can be scored using 4 types of Answer Sets e Multiple Choice A list of 2 or more answers where the first choice is worth 100 and the last choice is worth 0 in even increments Examples o For the default Answer Set Yes No Yes is worth 100 and No is worth 0 If you want No to be worth 100 then create a new Answer Set with No Yes S Eventide Quality Factor Manual v2 2 13 o Ifyou create a 3 choice Answer Set such as Yes Partial No then Yes is worth 100 Partial is worth 50 and No is worth 0 If you want No to be worth 100 then create a new Answer Set with No Partial Yes o Range 1 through 10 This type of answer set allows a Question to be scored using a sliding scale with 10 steps where step 1 is worth 0 and step 10 is worth 100 with equal increments for each step You can name step 1 such as Poor and you can name step 10 such as Excellent o Range 1 through 5 The same as Range 1 through 10 except this Answer Set allows a Question to be scored using a sliding
64. to pay shipping charges collect If you specify a method that does not permit collect or COD charges remit sufficient funds to prepay shipping Shipping outside the 50 United States If you purchased the unit from a dealer in your country consult with the dealer before returning the unit If you wish to return the unit to us please note the following policies The unit must be prepaid to our door This means that you are responsible for all shipping charges including customs brokerage and duties When a unit is shipped to us it must be cleared through United States Customs by an authorized broker You must make arrangements for this to be done Normally your freight forwarder has a branch in the United States that can handle this transaction If you want our assistance in clearing incoming packages you must notify us before shipping the unit for repair giving full S Eventide Quality Factor Manual v2 2 47 details of the shipment and including a minimum of 250 00 in US funds to cover the administrative and brokerage expenses Any balance will be applied to the repair charges or refunded If a balance is due to us we will request a further prepayment All shipments will be returned to you collect If this is impossible because of shipping regulations or money is due us we will request prepayment from you for the appropriate amount All funds must be in US Payment may be made by check drawn on any bank in the US or by telegrap
65. ual v2 2 55 56 you then the only way you could satisfy both it and this License would be to refrain entirely from distribution of the Program If any portion of this section is held invalid or unenforceable under any particular circumstance the balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims this section has the sole purpose of protecting the integrity of the free software distribution system which is implemented by public license practices Many people have made generous contributions to the wide range of software distributed through that system in reliance on consistent application of that system it is up to the author donor to decide if he or she is willing to distribute software through any other system and a licensee cannot impose that choice This section is intended to make thoroughly clear what is believed to be a consequence of the rest of this License 8 If the distribution and or use of the Program is restricted in certain countries either by patents or by copyrighted interfaces the original copyright holder who places the Program under this License may add an explicit geographical distribution limitation excluding those countries so that distribution is permitted only in or among countries not thus excluded In s
66. uch case this License incorporates the limitation as if written in the body of this License 9 The Free Software Foundation may publish revised and or new versions of the General Public License from time to time Such new versions will be similar in spirit to the present version but may differ in detail to address new problems or concerns Each version is given a distinguishing version number If the Program specifies a version number of this License which applies to it and any later version you have the option of following the terms and conditions either of that version or of any later version published by the Free Software Foundation If the Program does not specify a version number of this License you may choose any version ever published by the Free Software Foundation 10 If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different write to the author to ask for permission For software which is copyrighted by the Free Software Foundation write to the Free Software Foundation we sometimes make exceptions for this Our decision will be guided by the two goals of preserving the free status of all derivatives of our free software and of promoting the sharing and reuse of software generally NO WARRANTY 11 BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE THERE IS NO WARRANTY FOR THE PROGRAM TO THE EXTENT PERMITTED BY APPLICABLE LAW EXCEPT WHEN OTHERWISE Eventide Quality Fact
67. ve unit This means that if the unit fails under normal operation because of such defect we will repair the defective unit at no charge for parts or labor We also assume a limited responsibility for shipping charges as described later in this warranty The warranty does not extend beyond repair or replacement as stated herein and in no event will we be responsible for consequential or incidental damages caused by any defect and such damages are specifically excluded from this warranty Our sole obligation is to repair or replace the defective unit as described herein The warranty DOES NOT COVER any damage to the unit regardless of the cause of that damage The unit is a complex piece of equipment that does not react well to being dropped bounced crushed soaked or exposed to excessively high temperatures voltages electrostatic or electromagnetic fields If the unit is damaged for these or similar causes and the unit is deemed to be economically repairable we will repair it and charge our normal rates The warranty DOES NOT COVER shipping damage either to or from Eventide If you receive a new unit from us in damaged condition notify us and the carrier we will arrange to file an insurance claim and either repair or exchange the unit If you receive a new unit from a dealer in damaged condition notify the dealer and the carrier If we receive the unit from you with apparent shipping damage we will notify you and the carrier In this
68. y be filled out by the Agent that the Evaluation is about The Agent in question needs to be configured such that it has an associated User account that has Evaluator SuperEvaluator or Admin permissions Figure 34 Completed Evaluations Form with Agent Comment Eventide Quality Factor Completed Evaluation and Score Date 2012 03 14 Evaluator Eventide Agent agent001 Form Sample Form Revision 1 Final Score 93 Pass passing score is 70 Score Breakdown by Skill Overall 93 Information Gathering 100 Call Control 83 Empathy d 100 Initial Contact 100 Flagged Questions No Flags Autofailed Questions No Questions Autofailed Agent Comment Comments about the evaluation can be typed here Submit Comment S Eventide Quality Factor Manual v2 2 39 5 Reports 40 Quality Factor Reports allows you to analyze the performance of your agents and see trends in evaluation results over time 5 1 Reports and Permissions Reports can only be run by users logged into Configuration Manager with an account that is a member of the Admin Evaluator or SuperEvaluator permission groups Admins and SuperEvaluators can run reports for all groups Evaluators can run reports only involving agents and agent groups for which they are a designated Group Leader Figure 35 Quality Factor Reports Main Page Home System REPORT NAME DESCRIPTION in Evaluati
69. y of the caller s situation 5 Answer 1 5 Points 110 Flag Under 25 Autofail Under 0 Comment Mode REQUIRE IF FLAGGED Allow N A 4 Question Did the agent control the call from the start Answer Yes No Points 5 Flag Under O Autofail Under 0 Comment Mode NONE x O Allow N A Question Was the agent able to maintain the caller s attention Ei Answer 1 Points 10 Flag Under 25 Autofail Under O Comment Mode REQUIRE IF FLAGGED EN Allow N A ai Skills Questions z Did the agent determine the caller s name and location a Initial Contact Did the agent properly determine the type of call Call Control Did the agent quickly determine the severity of the caller s situation Information Gathering Did the agent speak clearly Speaking Skills Did the agent control the call from the start Empathy Did the agent verify the caller s telephone number v Was the agent able to maintain the caller s attention p Save as new revision Cance Preview Note that the evaluation form is updated in real time if you check the Allow N A checkbox as in question two in the example above you will see the addition of a radio button for N A If a question has a 1 5 or 1 10 range you can see how it will work by clicking in the range boxes yourself These scoring settings are not saved as default answers they are just for getting a

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