Dears, I have installed a Quality Manager, a contact centre, and a CUCM, and i have the following problem:
While running the quality manager Desktop application, I can see recordings in the archive tab for all agents, but on the recording tab i can only view some of them:
I checked the troubleshooting guide, and i noticed the following problem:
In QM Desktop, an agent's recordings show up in the Archives tab but do not appear on the Recordings tab.
The agent is not part of a workflow. Agents must be part of a workflow in order for their recordings to appear on the Recordings tab. Their recordings do show up on the Archives tab as long as archiving is enabled.
In my case i am assigning a team to a group, and the same team is assigned to the workflow. And the recordings of some agents of this team are seen in the recording tab while others are not. When i go to the workflow i see that the team is assigned to the workflow, my question is that how can i check that each individual agent is a part of the workflow?
And how can i make all agents appear in the recording tab?