Hello,
I am trying out to figure out an issue with the monitoring function in Cisco Quality Management: 10.5.1.3000. I did not set this system up and am taking over administrative duties.
The issue is in the recordings tab. There are supervisors that were set up prior to my arrival that are able to double click a recording, the audio recording plays AND so does a video of the agents desktop activities during the call. When I double click the file, I only get the audio. I cannot find where this setting is changed. I could find no difference between my account, and the supervisors accounts. I thought it may be my desktop settings, but I had one of the supervisors log into my machine and found that the desktop video still opened up for him.
Any input is appreciated, I have been looking all over for some information but cannot find any.
I attached a screenshot of the files I double click, for context.
Thanks!
