6.10. Quality Factor Software

This page is for configuring the Eventide Quality Factor call evaluation add-on software. For information on this see the Eventide Quality Factor Manual (Eventide P/N: 141216).

License Required

This feature must be licensed to be used. Contact your Eventide Dealer for assistance.

6.10.1. Agent Mapping

The Agent Mapping 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 at a designated workstation, calls received at that location will have the user name and location saved in the call metadata.

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->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 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 the Workstation with.

For Dynamic Agent Mapping, you must first go to Recording->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 automatically filled out as well. The User ID field must match the User account name exactly; if you are using Windows User Tracker to tag calls, the recorder user account and the Windows user account must be named identically for the Agent field to also be populated.

For more information about this feature, see the Eventide Quality Factor Manual (Eventide P/N: 141216.)