Handier than a magic remote control, Replay allows you to rewind and playback the activity of your call center. It's like going back in time to see what happened and why, enabling you to pinpoint inefficiencies in your call center.
Rewind to any day and halt playback whenever unacceptable events occur. For example, you could automatically stop playback whenever a sales call ended up waiting to be answered and subsequently abandoned. The display shows you what your agents were doing at the time of the call and why they didn't get to it in time.
Show your agents the consequences of their actions.
Show new supervisors the expectations for service levels and what situations will affect them.