QM Database Server Role

If the database server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system. is used with remote SQL Servers (SQL Farms/Clusters), do not configure the TempDB data storage parameter.

The customer owns the SQL server and its configuration, including TempDB data storage parameter values.

SQL Server Details

Parameter	Description
SQL Server Host Address	Type the SQL server host address of the QM Database Server role in the Data Center used to store Quality Monitoring application data. server. The instance name is not required. Default Value: Value provided during the installation process.
SQL Server Port	Type the SQL server port number of the QM Database server. Default Value: 1433 Options: Any number between 0 and 65535

Parameter

Description

SQL Server Host Address

Type the SQL server host address of the QM Database Server role in the Data Center used to store Quality Monitoring application data. server. The instance name is not required.

Default Value: Value provided during the installation process.

SQL Server Port

Type the SQL server port number of the QM Database server.

Default Value: 1433

Options:

Any number between 0 and 65535

Database Sizing

These values are customized for each customer and documented in the "EM Config" tab of the Customer Furnished Equipment (CFE) Guide prepared for the customer site. If this tab is hidden in your CFE Guide, unhide it.

Parameter	Description
Database Storage Allocation (GB)	Set the total size that will be allocated to the database’s data and index Repository of transcribed interactions, which are used for analysis in Speech Analytics. files. Default Value: 3 Options: Minimum value of 0.001
Transaction Log Storage (GB)	Set the size that will be pre-allocated to the database’s transaction log. Default Value: 2 Options: Any number between 1 and 128
Tempdb Data Storage (GB)	Set the size that will be pre-allocated to the Tempdb data files, up to a maximum value of 64 GB. Default Value: 4 Options: Any number between 1 and 64
Tempdb Log Storage (GB)	Set the size that will be pre-allocated to the Tempdb log file. Valid values: from 1GB to 10GB. Default Value: 2 Options: Any number between 1 and 10

Retention

Also, if an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. is manually tagged (user adds an annotation), it will not get purged after any retention period.

Parameter	Description
Evaluations Retention Period (days)	Set the number of days the database retains the evaluations and assessments. Default Value: Clear Options: Any number between 1 and 50000
Fully Automated Evaluations Retention Period (days)	Set the number of days the database retains fully automated evaluations. Default Value: 60 Options: Any number between 1 and 730
Unevaluated Contacts Retention Period (days)	Set the number of days the database retains the unevaluated contacts. Default Value: 30 Options: Any number between 1 and 50000
Evaluations Retention Quantity (millions)	Set the number of evaluations the database retains. Default Value: Clear Options: Any number between 0.000001 and 50

Priority Purger Caption Text

Parameter	Description
Priority 2 Caption	Set the text to display for Priority 2 in the Status 2 drop-down list of evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. and assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective.. For example, a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. name. Priority 2 indicates a medium priority contact The entire communication experience for a customer, from beginning to end. to retain.
Priority 3 Caption	Set the text to display for Priority 3 in the Status 2 drop-down list of evaluation and assessment forms. For example, a campaign name. Priority 3 indicates a high priority contact to retain.

Parameter

Description

Priority 2 Caption

Set the text to display for Priority 2 in the Status 2 drop-down list of evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. and assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective.. For example, a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. name. Priority 2 indicates a medium priority contact The entire communication experience for a customer, from beginning to end. to retain.

Priority 3 Caption

Set the text to display for Priority 3 in the Status 2 drop-down list of evaluation and assessment forms. For example, a campaign name. Priority 3 indicates a high priority contact to retain.

Application Synchronization ETL

Parameter	Description
ETL Frequency (minutes)	Set the ETL recurrence interval in minutes from the Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations. to the Application Database. Default Value: 15 Options: Any number between 1 and 59
Chunk Size	Set the number of records of data retrieved per iteration. Default Value: 1000 Options: Any number between 1 and 100000
Backward Synchronization (days)	Set the maximum number days in the past included in a database search. Default Value: 1 Options: Any number between 1 and 30

Parameter

Description

ETL Frequency (minutes)

Set the ETL recurrence interval in minutes from the Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations. to the Application Database.

Default Value: 15

Options:

Any number between 1 and 59

Chunk Size

Set the number of records of data retrieved per iteration.

Default Value: 1000

Options:

Any number between 1 and 100000

Backward Synchronization (days)

Set the maximum number days in the past included in a database search.

Default Value: 1

Options:

Any number between 1 and 30

Data Access Layer

Parameter	Description
Default Timeout (seconds)	Set the interval in seconds after which query processing times out. Default Value: 30

Parameter

Description

Default Timeout (seconds)

Set the interval in seconds after which query processing times out.

Default Value: 30