Benefits Of Nortel Quality Monitoring - Nortel Quality Monitoring User Manual

Introduction

Benefits of Nortel Quality Monitoring

Monitoring applications record calls based on pre-defined schedules often
obtained from a workforce management system. However, agents do not
always strictly follow them, and maintaining detailed schedules can be
tedious. Consider the following:
What happens when agents leave their desks to speak with their
supervisors?
If an agent stays on the phone after their scheduled time, key segments of
customer interactions can be missed.
Every schedule change cannot be tracked down to the minute. The System
Intelligent recording provides recordings that can be triggered through rich
CTI integration to an automated call distributor (ACD) or predictive dialer.
The Nortel Quality Monitoring solution possesses such powerful CTI
capabilities, that recording-initiating events can be customized by using our
open application programming interfaces (APIs). Our leading-edge CTI
capabilities facilitate random monitoring and monitoring in free-seating
environments. This all contributes to intelligent monitoring for contact
centers including the following:
Random agent and event monitoring allow supervisors to
automatically monitor a percentage, or sample size, of calls and record
them for future playback.
Agent data linking supports monitoring in free seating environments by
monitoring agents regardless of where they sit.
Supervisors define the type of calls that the system records as they come
through the ACD or predictive dialer. The result is that no calls are missed
or partially recorded. There is no need to track agent schedules in excess
detail. In addition, there are gains in productivity.
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Standard 3.0
Nortel Quality Monitoring