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Home > Products > Predictive Dialers > Agent Monitoring Options Agent Monitoring OptionsThe Telephony Server supports a unique blend of monitoring options. A supervisor is able to simultaneously monitor both an agent’s audio and video activity. This means that a supervisor can view the agent’s screen while listening to the agent’s conversation. In addition to monitoring, the Telephony Server supports both audio and video coaching. The administrator can hear both parties and speak to the agent, while the other party only hears the agent. Similarly, the administrator can take control of the agent’s screen, and guide the agent through the call. Telescript’s real-time reports display information about each active agent. A supervisor need only click on an agent to bring up the monitoring screen. From there, the supervisor can select audio or video monitoring, or select both modes. Audio and video coaching is often used to verify calls. When an agent needs to verify a sale or appointment, the administrator can use this feature to take over the call. It is also useful for training purposes, to develop and improve agent effectiveness. 
Digital Recording/PlaybackThe Telephony Server is able to digitally record and playback the audio portion of a call. This can be done on demand, as when a supervisor monitors an agent. However, it can also be controlled programmatically. Some campaigns demand that certain portions of a call be recorded. Consequently, Telescript includes a script command to begin recording the audio portion of a call. This enables one to design into the campaign the specific point in a call to begin and end recording. This enables, as an example, one to record only those calls that progress to a sale. Furthermore, Telescript contains an administrative feature to locate any call by any agent, and to playback the audio portions of the call. This is beneficial for quality control purposes as it enables one to locate and replay calls, helping agents improve their performance. Next: Predictive Dialer Features >> For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.
Products | Services & Solutions | Support | Downloads | FAQs | Company Digisoft (a TouchStar Software company) Copyright ©2000-2006 Digisoft (a TouchStar Software company) All rights reserved. Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade. |
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