Nortel Quality Monitoring User Manual page 15

September 2007
The contact center can extend random monitoring sessions to include after-
call work giving supervisors and team leaders valuable insight into the
productivity and the efficiency of their agents. Nortel Quality Monitoring
can continue to monitor an agent's screen actions after the customer hangs
up. After-call work recording leverages the strong data capture component
of the Nortel Quality Monitoring solution. By identifying all areas of the
call in which agents need help, including wrap-up, contact centers can
significantly enhance their effectiveness.
Nortel Quality Monitoring provides real-time live monitoring capabilities
for both voice and data. An active agent display tells which CSRs are taking
calls (without accessing a separate terminal for ACD or predictive dialer
information), so supervisors know who can be monitored and when.
With Nortel Quality Monitoring, appropriate recordings can be copied or
moved into logical call categories, providing a central-based way to store
and retrieve calls. Examples are as follows:
Establish a training category to store contacts useful for coaching
purposes.
Create call categories for managers, so QA personnel have a place to
store calls they want managers to review.
Introduce categories for marketing or engineering with contacts relevant
to those departments.
Server Infrastructure Guide
Introduction
15