Mitel Networks 6170 Quality Monitoring; Mitel Networks 6200 Cost Management In A Contact Center - Mitel 3300 ICP General Information Manual

•
Report on the 6160 IQ functionality -Call Detail Reporting

Mitel Networks 6170 Quality Monitoring

Mitel Networks 6170 Quality Monitoring provides contact centers with the tools required to record
calls for liability purposes and/or evaluate the quality of an agents work, measure performance and
improve the response of the agents.
For quality purposes Mitel Networks presents the 6170 Quality Monitoring solution, agent evaluation
and selective recording software used to measure quality in the Contact Center. Used in conjunction
with the 6300 call recorders – Marathon TDI solution, this product was designed from the ground up
to integrate with other multi-media technologies that are becoming more and more popular in the
Contact Center Environment.
Mitel Networks 6170 quality monitoring - INSPIRATION Pro features include:
•
Split screen master detail hierarchy for all information at a glance
•
Organized Agents and supervisors with all relevant data into organizational structure
•
Easy custom forms generation for evaluating and grading quality on your criteria
•
Sessions playback in full multi media integrated through browser for easy evaluation
•
Full multimedia support for voice, email web-chat/ web collaboration, video, fax etc.
•
Scheduler that gives resource allocation forecast and allows you to choose among criteria;
random, scheduled, event or rules based
•
Reporting Module that allows the user to quickly and easily generate reports as narrowly or
broadly as is required. From an individual call to an aerial view of the contact center.
Note: A Marathon TDI solution is required to provide the call recording for the INSPIRATION Pro.
For additional details please reference the 6300 Call Recording section.

Mitel Networks 6200 Cost Management in a Contact Center

Mitel Networks 6200 Cost Management in a Contact Center provides the supervisor with all the tools
they require to keep track of communications costs. It enables the supervisor to:
•
Calculate call costs
•
Analyze historic calling patterns for budgetary purposes
•
Negotiate better phone rates
•
Apply calling activity data to contact center labour scheduling and forecasting
•
Maximize employee productivity and ensure resources are used appropriately
•
Reduce misuse of resources by reporting on corporate email usage.
3300 ICP General Information Guide
27