RELEASE 4.16 - Apr 13, 2022
Live monitoring and coaching module is updated with Finesse gadget for supervisor
Normally the quality management in a contact center is based on a call recording feature. Once the call is recorded a supervisor listens to it and evaluates the agent performance. This means that the agent has to make mistakes prior to be trained.
With the updated Live Coaching module you can coach your agents on the fly:
- the supervisor uses a Finesse gadget to view the agent calls live along with customer names,
- the "silent monitoring" feature allows supervisor to listen to the call live,
- when needed, a supervisor switches to the "whisper mode" and corrects the agent without customer hearing.
Besides that, PhoneUP 4.16 has the following updates:
RELEASE 4.15 - Feb 8, 2022
RELEASE 4.14 - Apr 30, 2021
RELEASE 4.12 - May 19, 2020
RELEASE 4.11 - Nov 29, 2019
The "PhoneUP For Free" offer allows any Cisco UCM user to get a free PhoneUP promo bundle.
Also, check our "Cisco MediaSense replacement" program for Cisco customers affected by the end-of-life announcement for MediaSense.
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