Qfiniti Help Desk Workshop

Transcription

1 Qfiniti Help Desk Workshop Course Outline Overview This course is intended for help desk personnel to learn to support Qfiniti end users and administrators, gather troubleshooting information, perform basic troubleshooting, and monitor system performance. Highlights: Support end users and administrators Monitor system performance Interpret log files Perform basic troubleshooting Communicate with OpenText support engineers

2 Course Objectives On completion of this course, participants should be able to: Perform all tasks associated with end user and administrator functions. Describe the functions of the Qfiniti servers. Describe the functions of the Qfiniti client software. Apply updates to Qfiniti clients and servers. Interpret Qfiniti log files. Prerequisites: Experience with SQL, Windows operating system, and telecom systems Duration: Four Days Level: Administrator Use the Qfiniti System Monitor to view alarms, users, channels, plans, and alarm history. Identify users and reporting permissions using the SQL Reporting Manager. List the functions and prerequisites for the Qfiniti client software. LEARNING SERVICES 2

3 Course Outline Navigating the OpenText Qfiniti Workspace Log into Qfiniti Change your password Navigate the Qfiniti workspace Playing Recordings Play a recording Add recordings to the Play List Play a recording from the Play List Remove a recording from the Play List Using the Media Player Play a voice and screen recording Export a recording to the desktop Use the Screen Activity Viewer to see a full-screen reproduction of the screen recording Annotating Recordings View all existing Markers on a recording Add, edit, and remove a Text marker Add, edit, and remove a Screen marker Add, edit, and remove a Voice marker View CTI markers Viewing Agent Activity and Initiating Recordings Identify the current status of an agent Initiate a Record-on-Demand (ROD) recording Start a Live Monitor session Create a Dynamic View to local Live Monitor and Record-on-Demand recordings Performing an Evaluation Complete the information on the evaluation scorecard header Navigate through the evaluation using the outline tool Add a note to the evaluation scorecard Complete an evaluation scorecard LEARNING SERVICES 3

4 Attaching Recordings to an Evaluation Attach a recording to an evaluation scorecard Explain how a recording can be automatically attached to an evaluation scorecard Reviewing and Publishing an Evaluation Scorecard Publish an evaluation scorecard Locate and review a specific evaluation scorecard Edit a previously published evaluation scorecard Print a completed evaluation scorecard Classifying Recordings and Evaluations Use the three classification types Add, edit, and remove classifications View all classifications attached to a recording Searching for Recordings and Evaluations Create dynamic and basic views Find specific data using the Quick Find feature Find a recording or evaluation using the Advanced Search feature Running Reports Execute a Snapshot report Export a report to an available format Schedule a report Maintaining the Organization Define roles and permissions Create teams and team members Create team member classifications Import team member data Creating Recording Schedules Create recording classifications Create team member recording schedules Create triggers Create do-not-record schedules Import workforce management data LEARNING SERVICES 4

5 Managing Recordings Create recording classifications Manage auto-classify schedules Create archiving schedules Create aging schedules Performing other Administrative Tasks Define alarm settings Import license keys Define platform settings Customize report headings and logo Define recording parameters Determining Evaluation Form Criteria Review current evaluation forms Determine if changes should be made to existing evaluation forms Discuss best practices Determining Scoring Strategies Discuss how Qfiniti Advise scores evaluations Explain scoring using relative weights Creating the Evaluation Form Define and create questions using answer types Define and create performance areas Create evaluations Defining Evaluation Classifications Define an evaluation classification Apply an evaluation classification Defining Evaluation Alerts Create an evaluation alert Maintain evaluation alerts Managing Qfiniti Expert Courses Publish a course Assign a course LEARNING SERVICES 5

6 Viewing Qfiniti Survey Results View a completed survey Listen to customer voice messages Creating Qfiniti Surveys Define a survey template Define a survey trigger View a completed survey Understanding the Qfiniti Servers Describe the function of the Database server Describe the function of the Web server Describe the function of the Report server Describe the function of the Observe server Describe the function of the Advise server Understanding the Qfiniti Clients Describe the function of the Qfiniti Desktop Describe the function of the Agent Monitor Engine Describe the function of the Agent Monitor Console Applying Updates to Clients and Servers Install updates Verify updates Troubleshoot the installation of updates Understanding the Qfiniti Platform Architecture Describe the function of the Web server and database connection Describe the function of the Configuration Files Describe the function of the SQL Reporting Manager Understanding the Qfiniti Architecture Describe the components of the Qfiniti architecture Describe Qfiniti messaging Describe the function of Qfiniti storage Interpreting Log Files Interpret Server logs Interpret Qfiniti Desktop logs Interpret Agent Monitor logs LEARNING SERVICES 6

7 Using the Qfiniti System Monitor View users View channels View server information View plans View alarms View alarm history Understanding the Qfiniti Database Identify the Qfiniti Database tables Identify the SQL Agent jobs Identify the Search tables Overview of the Qfiniti Web Server Identify the virtual directories for Qfiniti and reporting Describe access and the function of.net Understanding SQL Reporting Manager Identify users and reporting permissions Identify enabled reports Understanding the Qfiniti Clients Describe the function of the Qfiniti Desktop List the prerequisites for the Qfiniti Desktop Identify the Connections and Validation for the Qfiniti Desktop Interpret the Applicationmanager.exe.config file Troubleshoot the Qfiniti Desktop Describe the function of the Agent Monitor List the prerequisites for the Agent Monitor Describe the function of the Agent Monitor Engine List the prerequisites for the Agene Monitor Engine Describe the function of the Agent Monitor Console Identify the permissions for the Agent Monitor Console Troubleshoot the Agent Monitor LEARNING SERVICES 7

8 Contact Us: For complete course descriptions, fees schedules and registration information, please visit or contact us at: Visit online.opentext.com for more information about OpenText solutions. OpenText Corporation is a publicly traded company on both NASDAQ (OTEX) and the TSX (OTC). Copyright 2016 Open Text SA or Open Text ULC (in Canada). All rights reserved. Trademarks owned by Open Text SA or Open Text ULC (in Canada).