Call Recording is a packet-based call recording and monitoring system for IP or IP-enabled telephone systems. It consists of several services - background processes that perform call recording and storage, and which are started when you start up the server - and the Call Recording Client user interface (UI) that runs in your favorite web browser, including Internet Explorer, Firefox, Chrome, and Safari.
The Quality Management Suite includes the following components.
Enghouse Interactive Call Recording - Use for interaction recording and monitoring software
Agent Evaluation - Use for call scoring and agent coaching for contact centers
Enghouse Interactive Computer Recording - Use for desktop computer recording and monitoring software
Quality Management Suite includes the following benefits.
Improve employee training with "real life" examples and real-time feedback
Optimize company systems for ideal performance
Ensure employees appropriately utilize business needs
Gain a comprehensive understanding of employee activity and customer interactions
Reduce liability and achieve regulatory compliance by documenting calls
Provide an audit trail for security
Meet legal obligations
Monitor and train agents unobtrusively and efficiently
The Quality Management Client is a user interface (UI) that runs in your web browser. It looks like this:
You use the Quality Management Client to:
Configure details of your telephone system and Users.
View and play call records.
Configure Enghouse Interactive Call Recording and the other Enghouse Interactive services.
The Quality Management Client UI consists of:
Banner, at the top, contains the Quality Management Suite version, User login information, Change Password, ? (Help), and i (Information About) hyperlinks.
Navigation bar, on the left, use to access the Client functions, which you view and configure in the View Pane.
View Pane, on the right, displays tabbed pages. You use these to view data and configure the Quality Management Suite.
Many of these tabbed pages have an Actions bar at the top; this contains controls (action buttons) for actions you can perform in that page. For example, you can add, edit or delete Call Recording Profiles, and select the one to which Users are added by default:
Actions you cannot currently perform have dimmed buttons.
Often when you click an action button another tabbed page displays, as in the example UI image above.
When data is displayed in a table (as in the case in the recording profiles image above), the records are listed in the order they were added. By clicking a column heading you can change the order alternately to alphabetical or reverse alphabetical.
Information about the data input fields on each page displays either when you mouse over the field or when you click within it. Fields in which you need to enter data to complete an action have a red border; for example:
When you click in these mandatory fields instructions for entering the data displays alongside.
Was this topic helpful?
