Enhanced Search Management – Providing enhanced functionality beyond the capabilities of TantaComm Capture, Evaluate features an advanced user interface providing search management capabilities to locate, playback, and track interaction activity, as well as prove system reliability.
Key benefits include:
- Ability to search and retrieve calls based on call-defined metadata
- Easily identifiable and intuitive screen icons for
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Audio
- Screen
- Associated Screen
- Evaluation
- Retention Status
- Easily accessible and user friendly screen icons for
- Play
- Export (audio into wma, .wav, .mp3, .mp4 formats and audio/screen to .wmv)
- Evaluate
- Evaluate offers the functionality to “Set It, Forget It” through simplified system administrator parameters
- Authorized individuals can specify export location from system administration controls
- Users can target specific calls for assessment, which improves the quality of workforce performance
Quality Management - Evaluate offers managers and supervisors extensive interaction monitoring capabilities, with the ability to capture both random and targeted monitoring interactions for evaluation purposes.
- Users can create customized quality monitoring evaluation forms without involving a professional services team, reducing administrative resources and cost
- Users can segregate client tenants and grant internal and customer level access
- Offers an integrated recording and evaluation form to maximize evaluator efficiency and enhance the relevance of the evaluation
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Interactions awaiting evaluation are automatically delivered to the appropriate supervisor
- Provides the user flexibility to create dynamic evaluation forms and replicate customer forms when necessary
- Users can modify forms without impacting evaluations currently in progress
- Rolling category scores and overall evaluation scores are displayed in monitoring forms
- Ability to document, track, and report on both customer and agent behavior