Screen Recording
Capture the agent screen from the beginning of the call until the end of the wrap-up time.
- The agent screen is recorded from the beginning of each call until the end of pre-configured wrap-up time.
- An embedded player allows supervisor to view and download the recording.
- Role-based access control ensures the recording are only available for authorized employees.
- Screen capturing app can be deployed on agent PC with AD GPO.
Agent desktop analysis
The colored scale indicates which apps the agent used throughout the call. This allows you to identify the apps and business processes which need optimization.
For example, you can (Q3 2024):
- select the interactions with total longest hold times,
- build a report to identify the top apps used by agents during the hold time
Then you can dive deeper and view the screen recordings of specific interactions to identify the reasons for a long call holds - if some agents need an extra-training on the app, or the app itself needs optimization to be more user-friendly.
