TantaComm Call Monitoring Software 

TantaComm Systems’ agent evaluation and scoring product, DartQA, provides a comprehensive platform which will enhance the quality of call center agent performance. DartQA is specifically designed to automate many of the manual processes now in place, such as the tape recording of calls, live call center monitoring of agent conversations and paper score sheets, thereby increasing supervisor efficiency and satisfaction. Additionally, DartQA allows users and their clients to measure, compare and benchmark the quality and performance of the agent, to understand where remedial action may be required and to communicate agent evaluation results through a suite of reports. A detailed description of all the features available in this agent evaluation product can be found in the DartQA Users Guide (contact This e-mail address is being protected from spam bots, you need JavaScript enabled to view it ).

This document will outline the various call monitoring software and hardware components contained within DartQA. The purpose of this document will provide those in a decision-making capacity with an understanding of terminology and DartQA component interaction.

The major agent monitoring software components of DartQA include the following:

1. CTI Interface, TantaSwitch
2. CTI Server
3. DartQA Client
4. DartQA SQL Server
5. Proxy Networks Screen Capture Software

1. TantaSwitch

The TantaComm TantaSwitch CTI is a process that attaches to the resident switch CTI (computer telephony interface) and maintains a dialog of certain key events which occur on the switch during the normal operation of a call center. These events tell the TantaComm system when an agent logs into the switch, who the agent is, when a call starts and ends, hold times, transfers and agent log off. This information is correlated with a schedule (configured in DartQA) and controls the entire call center recording process. Because of TantaComm CTI, DartQA knows when an agent is available and when a call starts, so there is no need to depend on a workforce management system for agent work schedules to monitor agent performance. Because there are no two versions of switch CTI that are identical, a distinct version of TantaSwitch call monitoring software is used on each switch type.

2. CTI Server

The TantaComm CTI server is the operational workhorse of the DartQA agent monitoring software system because it orchestrates a host of interrelated functions. These include:

1. Importation of agent data, such as name, telephony log in ID, employee ID, and supervisor name. This information is translated into a format which can be used by the SQL server, and then sent to the SQL server where fields requiring this data are autopopulated.

2. Importation of telephony data from switch administration files which relate to VDN, DNIS,extension lists, etc. This information is used to configure filters in the call schedules.

3. The CTI Server downloads schedules from the SQL server and checks for a new schedule or a change in a schedule every minute. The schedule(s) for any particular agent are checked whenever a log in is detected and recording takes place if required. This process also triggers the screen capture process running on the workstation if that option is enabled on the schedule.

4. The CTI server controls the operation of the Auditor recorder, which is the hardware compression engine for the audio information. This device is attached to the switch via single line extensions or some other interface. The CTI server creates audio files from the voice packets sent by the Auditor system and eventually moves them to the SQL server, which acts a the central repository for all voice, screen capture and agent evaluation history.

3. DartQA Client

The DartQA client is basically the user interface to the DartQA system. This call monitoring software runs on the Windows workstation (customer supplied) of the supervisory or administrative personnel who intend to use DartQA for agent quality management. Depending on the security authorization of the user, available functions include the following:

1. Setting permission levels for various users. DartQA has 9 layers of security.

2. Administration of call centers, agents within call centers, agents within workgroups.

3. Creation of programs, schedules for programs and assignment of agents within programs. Parameters include start and stop dates, frequency of samples, filters, minimum call length and agent screen recording.

4. Creation of agent evaluation forms, which includes the definition of criteria and relativescoring and trackable behavior notes.

5. The actual evaluation and agent performance scoring process, which includes scanning the call list of available calls for any particular agent, selecting the call for review, reviewing the call and the screen capture, assigning whatever notes may be appropriate and closing the evaluation.

6. The selection, viewing and dissemination of nearly thirty reports.

4. DartQA SQL Server

The SQL server is the database engine for DartQA. This agent monitoring software platform can be local or centralized and provides a central clearing point for the information coming into and leaving the system. The SQL server provides both short term and long term storage of voice files and screen captures, and long term storage of evaluated calls, with a default setting of 13 months. This information may also be moved to any archive backup system.

All of the agent database information resides on the SQL server, as well as the schedules and evaluation forms. This information is collected via the TantaComm CTI server and the DartQA clients. Extensive logging features permit an audit trail for any user who enters the system and creates or modifies a record.

Finally, one of the most important functions provided by the SQL server is the collection of statistics, such as telephony events relating to agent performance, and the statistics required to generate reports which indicate past histories of agents. These statistics are in turn used to create comparisons and trends within groups and call centers as reflected in the reports available in DartQA.

5. Proxy Networks Screen Capture Software

The Proxy Networks screen capture process, more correct described as the Proxy Client and the Proxy Gateway, provide the most efficient method currently available to capture a real-time or a recorded snapshot of agent activity on a Windows workstation. This process is very robust, giving an undetectable method of looking over the agent’s shoulder electronically, while creating a low impact on the local area network. This call monitoring software is loaded on each workstation to be monitored, and is controlled by the TantaComm CTI server.