How do I mark/flag calls for AQM?

[Belinda Frick]

1. You can setup AQM flagging per agent. (Individual's only)
   
   Requirement:
   For extension or trunk side recording and CRE, you need to run AMTClient for each agent. The flagging is configured in AMETHYST Administrator under 'Agents' section click on 'Configure CTI devices'.
   
   NOTE: Sweeper 1.6.4.3 and later will only set the AQM flag if AQM is enabled in the Sweeper. Previous versions would set it if screenshots were enabled. For older versions, the screenshots are sent immediately, this isn't applicable if the Sweeper is 1.6.4.3 or later.
   
   
2. To configure AQM flagging on all agents. (All Recordings)
   
   
   • In AMETHYST Administrator under the 'Applications' section click on 'Configure Sweeper.'
     Scroll down to 'Mark every X number of calls for AQM' and add. (For Example: Every 3rd recording must be marked for AQM).
   • Under Minimum duration of marked calls (seconds) please specify a minimum duration for the flagged recordings. (For Example: Minimum duration of 180 seconds).
   In the above example - Every 3rd call with a minimum duration of 3 minutes will be flagged for AQM.
   
   Click on 'Apply Changes' and then stop and start the Sweeper for the changes to take effect.
   

Please Note:

Calls/Recordings will only be marked for AQM if the above requirements were met and configured.
When searching for the recordings the flagging will place an 'A' in the 'AQM' folder. Once a recording has been reviewed the 'A' will be changed to 'B' for the first review, and to 'C' if a second review is done, etc.

You can do AQM reviews on all calls/recordings in Supervisor (all recordings not marked automatically because specified criteria for AQM flagging was not met). Please Note: These calls/recordings will not be marked with an 'A' because it was not flagged. It will be marked with a 'B' to show a review was done and 'C' if a second review is done, etc.