Configure Staged Upload

By themselves, QM Workflow events and agent PCs with Smart Desktop allow you to either upload recordings immediately to the cloud after a contact completes or to store recordings on agent PCs until a scheduled time, then upload them to the cloud.

The Staged Upload component integrates with QM Workflow events and agent PCs to provide a third option. With Staged Upload, you can remove recordings from agent PCs immediately after a contact completes and store them on a Data Server in your contact center (stage one) until a scheduled time, when a QM Workflow event runs and uploads them to the cloud (stage two). This allows you to keep your recordings in a secure location without saturating your bandwidth by uploading them to the cloud during peak hours of internet usage.

As with other QM Workflow configurations that do not result in immediate upload to the cloud, Staged Upload still adds contact data to the contacts table after a contact finishes recording. However, the contact has a “Not yet uploaded” File Upload State until the recordings are uploaded.

The following image shows the data flow for a basic Staged Upload configuration.

There are four steps to setting up Staged Upload:

Step 1: (Optional) identify agents who will use Staged Upload

Step 1 is a planning step, not a configuration step. In Step 2, you create a configuration that applies to all agents who will use Staged Upload, and in Step 3 you create a QM Workflow events configuration that applies to the same agents. However, the configurations available for Staged Upload are different from (and fewer than) the configurations available for QM Workflow events. Also, Staged Upload is configured on different pages than QM Workflow events are. Therefore, it is recommended that you first identify the agents who will use Staged Upload so that you can create the necessary configurations with those agents in mind.

All agents in your contact center can use Staged Upload, or only some of them. All agents who use Staged Upload must be enabled for either screen or audio recording, and all PCs used by these agents must have Smart Desktop installed.

Step 2: Configure the Staged Upload component

Configuring the Staged Upload Component on the Data Server involves creating a folder (the “Staged Upload Storage Location”) on the Data Server where recordings can be held until they are uploaded to the cloud, then enabling the Staged Upload Component in Calabrio ONE.

Configuring this component alone does not cause agents to use Staged Upload. Agents must also be associated with the Staged Upload Data Server (Step 3) and one or more rules in the QM Workflow Daily Event (Step 4).

To create the Staged Upload storage location:

  1. Create a folder in the location where you want to store recordings before they are uploaded to the cloud. This location can be on the Data Server, or it can be in another location (for example, NAS).
  2. Configure the folder’s sharing properties so that agent PCs can access it. If the folder is not on the Data Server, you must also configure the sharing properties so that the Data Server can access it.
  3. Copy the UNC path to the folder and save it in an easy-to-access location.

To enable the Staged Upload Component:

  1. Navigate to Application Management > System Configuration > Data Server Configuration.
  2. In Select Data Server Configuration, select the Data Server that you want to use for Staged Upload.
  3. In the Regional Data Server Staged Upload Settings, select Enable Staged Upload.
  4. Configure the fields as follows.

    Field Configuration

    Location

    The UNC path to the Staged Upload Storage Location. Agent PCs must be able to access this location.

    EXAMPLE   \\ServerName\FolderName

    Username

    The user name of the user who administers the Staged Upload Data Server.

    EXAMPLE   Domain\user.name

    Password

    The password of the user who administers the Staged Upload Data Server.

  5. Click Save.

Step 3: Associate agents and the Staged Upload Data Server

Next, you must associate agents with the Staged Upload Data Server. This enables their PCs to send recordings to the Staged Upload Storage Location, where the recordings are stored until the QM Workflow Daily Event (configured in Step 4) runs and uploads them to the cloud.

You can associate agents and the Staged Upload Data Server in one of three ways: IP addresses, teams, or both IP addresses and teams.

NOTE   Any agent who is not associated with the Data Server by IP address, team, or both will upload recordings according to the applicable QM Workflow event configuration. This can result in immediate upload to the cloud or delayed upload to cloud where recordings remain on the agent’s PC longer than desired.

Step 4: Configure a Daily Event Workflow rule for Staged Upload

Finally, you must create and configure a rule (or rules) for the QM Workflow Daily Event that applies to all recordings captured by the PCs of the agents who will use Staged Upload. When correctly configured for Staged Upload, this rule sends recordings from the agent PCs to the Staged Upload Storage Location (configured in Step 3) instead of storing them on agent PCs or uploading them immediately to the cloud.

If the Daily Event contains rules for other purposes than Staged Upload, you must order the rule for Staged Upload so that the rules for other purposes do not interfere with it. You must also configure the rules in the End of Call Event so that they do not interfere, either.

The rule for Staged Upload must have conditions and actions that have the following minimum configurations. For more information about configuring rules for QM Workflow Events, see the Calabrio ONE User Guide, Application Management > QM > QM Contact Flows > Workflow Administration.

To create a rule for Staged Upload:

  1. Navigate to Application Management > QM Contact Flows > Workflow Administration.
  2. Select Daily Event.
  3. In Time, select the time that you want to upload recordings from the Staged Upload Storage Location to the cloud.
  4. In Name, enter a unique name for the rule.
  5. Click Save.

To configure the rule for Staged Upload:

  1. Navigate to Application Management > QM Contact Flows > Workflow Administration.
  2. Select Daily Event.
  3. In the Rules section, select the rule for Staged Upload.
  4. In the Conditions section, configure a condition that designates all recordings captured by the PCs of the agents who will use Staged Upload.

    EXAMPLE   

    For example, if all the agents who will use Staged Upload are assigned to a team that is named Staged Upload Team, and the Staged Upload Team is assigned to the Staged Upload Data Server, you can configure the condition as shown in the following image.

  5. In the Actions section, do the following at a minimum:

    1. Select the Keep <n>% of <type> voice recordings check box, and then clear the Immediate Upload check box below it.
    2. Select the Keep <n>% of <type> screen recordings check box, and then clear the Immediate Upload check box below it.
    EXAMPLE   

    The following image shows an example of the minimum Actions configuration required for Staged Upload.

  6. Click Save.