Article 10015: Review
Contact Center Activity with Replay
| Products: |
TASKE Contact
version 8 |
| Applications: |
ACD Monitor |
| Telephone
systems: |
All |
Summary
You can review ACD activity with the TASKE Replay feature on the
TASKE ACD Monitor. Replay plays back historical agent and queue
activity exactly as it happened. Replay displays the same information
as the real-time ACD Monitor, so you don't have to re-acquaint
yourself with a different screen presentation to interpret the data.
Replay's Trigger feature makes it easy to pinpoint the source
of inefficiencies in call center performance by automatically halting
playback at pre-selected thresholds. For example, you can set the
progressive display to stop at the first abandoned call of the day
to verify queue volume and agent actions at that time. Playback
speed of the replay is fully adjustable, and you can stop, rewind
or fast-forward with the click of a mouse.
Users have told us that Replay is the perfect tool for coaching.
Through Replay, they can study past actual experiences so that they
are better prepared when they encounter similar scenarios.
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