The Nixxis solution contains recording functionalities that can be initiated by the agent, a supervisor, the script, at random or by default.
Recording can encompass the complete conversation or can be activated on demand, at certain moment in the conversation or can be rule based, triggered by certain events.
A way of recording consists in automatically recording all conversations, leaving the agent the choice to save it 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. Milestones can be inserted, allowing skipping to the relevant part of the recording.
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 visualised.
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.