CALL RECORDING, MONITORING AND TRAINING

Call Recording, Monitoring and Training lets you know what's happening with your agents in real time and allows you to whisper coach to your agents while on a call. It also records and archives conversations efficiently for future use and training.

• Monitors agent and campaign activities in real-time (talking, paused, available, log on/log off status, and talk, wrap-up and wait times per agent)
• Monitors the status of active and inactive campaigns
• Monitors the progress of all inbound and outbound calls
• Monitors ACD Queue activity
• Logs agents on and off various campaigns
• Records, monitors and can coach or conference with any agent
• Sends text messages across the agents’ screens
• Runs real-time reports of each agent's activities
• Controls dialing campaigns from any network node or from an off-site location
• Can set separate dial pacing for each campaign depending on drop rate