The Nixxis solution contains recording functionalities that can be initiated by the agent, a supervisor, the script, at random, or by default.
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Recording can encompass the complete conversation or can be activated on demand, at specific moment in the conversation. It can be rule-based, triggered by specific events.
A way of recording consists in automatically recording all conversations, leaving the agent the choice of saving if appropriate. This allows keeping track of complete conversations even if an agent decides it is worth recording during the conversation.
Both voice and data can be recorded.
A qualification can be assigned to each record. It is linked to the call and is shown during a search. Call related data (customer profile) may also be viewed.
Search criteria are multiple:
The user interface shows following datas :
Each reviewer may allocate a score to a call, taking into account various scoring criteria. In case of play back, his own scores will be presented. Reports will offer a global view of the scoring allocated by distinct reviewers.
While listening, the functions available are :
