A. Appendix A: WinUserTracker

A.1. An Introduction

WinUserTracker is a Windows service that sends the currently logged in User of the Windows system to a configured NexLog Recorder.

The log in and log out times and user name are tracked in the Client Activity and Audit History tables, visible in Configuration Manager under the Alerts and Logs section. When configured alongside an Agent Mapping Workstation assigned to the same MAC address, this can be used to tag calls on a recorder resource with the user name logged in at a call taking station. This appendix will explain when WinUserTracker tracks a client log in or log out, how to install and configure it, and then how this works alongside the Agent Mapping and Evaluations features described earlier in this manual.

Once configured, WinUserTracker sends the current user and or “Log In” time. Then when user log in or log out events happen, additional times are tracked.

The event times tracked are:

• At install time, the user who installed WinUserTracker is tracked with a Log In time

• Logging out is tracked with a Log Out time

• As is shutting down the PC

• Logging in as a user is tracked with a Log In time

• Any time the computer is locked, the current user is recorded with a Log Out time

• Unlocking the computer records the current user with a Log In time

A.2. Installation and Configuration

Fig. A.1 WinUserTracker Installer

Launch the WinUserTracker installer. Click Next.

Fig. A.2 License Agreement

Select “I accept the agreement” and click next to continue.

Fig. A.3 Installation Directory

By default, WinUserTracker will be installed to C:Program Files (x86)Eventidewinusertracker. We recommend leaving it at this location.

Fig. A.4 Recorder Configuration

At the third step, enter an Administrator user name, password and IP address for the Recorder that will be tracking Windows User logins. The user name and password is required to make entries in the Client Activity table on the Recorder; the credentials are stored on the PC in an encrypted format.

Fig. A.5 Ready to Install

At this point, the installer is ready. Click next to proceed with the install.

Fig. A.6 Installing…

Fig. A.7 Finished!

If you want to re-configure WinUserTracker to point at a different NexLog Recorder, or to use different administrator credentials, run the installer a second time and follow these same steps.

A.3. Using WinUserTracker for Agent Mapping and Evaluations

Once WinUserTracker is configured and users are being tracked on the Client Activity page, you are ready to configure Agent Mapping for each workstation. Navigate to the Alerts and Logs: Client Activity page of Configuration Manager and make a note of the MAC address for each entry that lists a Client Type of “Client-Tag.”

For each unique MAC address, you need to make a Workstation on the Quality Factor Software: Agent Mapping page. Click Add Workstation and enter a Name, Location (optional) and IP Address (optional) to provide context for the workstation, then select Dynamic and enter the MAC/KEY for this Workstation. This workstation is tied to the physical PC that is reporting the logged in user via WinUserTracker, so enter the Channel Names or Channel Numbers associated with any phones, radios, and/or screen capture agents that are answered at this workstation.

This will tag these calls with the Windows user name in the USER_ID metadata field. The Evaluations feature relies on the AGENT_ID field and for this to be automatically populated, the AGENT_ID field with the associated Agent for this user must be configured in the Associated User Account field of the Edit Agent page found at Quality Factor Software: Agents.

This Associated User Account name, which is chosen from the existing User accounts on the recorder, must match the Windows user name exactly. For example, if the Windows user names follow the pattern FirstInitial.LastName, then the recorder user name for Robert Davidson must also be R.Davidson as it will be for the Windows user name. Otherwise, the Associated User Account name will not match and the Agent ID field will not be populated.

Once this is all configured, check the results by making a test call from the workstation. Search for the call with MediaWorks DX and if not already visible, make the columns for User ID and Agent ID visible; see that the new call is tagged with both.

Assuming you have already configured Agent Groups and Leaders (as discussed in chapter 3.2 of this manual), you can now set up a schedule to tag calls for Evaluation.