Tag: #virtuallogger

Posted on by — Leave a comment

Transcriptions of call recordings

Transcriptions can save thousands of dollars every month – Improve your First Call Resolution

Call recordings are reviewed for quality monitoring purposes. The whole idea of the review is to ensure that the agents are cordial and provide first call resolution.

The reviewer normally listens to a few selected call recordings. A reviewer would normally spend about twice the time of the audio length frequently stopping the recordings, rewinding to hear again and making notes on their quality monitoring and reporting tool.

Quality Monitoring can be enhanced and the cost reduced by transcribing selected recordings. This is achieved as reading a transcription is at least twice as faster than listening to an audio recording. This also results in a cost advantage which helps in reviewing more recordings and therefore the reviewer is able to provide guidance to more agents for more types of cases. The final outcome is an enhanced count of First Call Resolutions. The transcription is displayed in the form of a chat similar to a phone chat.

Transcription of a call recording – displayed as a phone chat. The transcription can be downloaded or emailed

Virtuallogger has perfected the transcription of call recordings. We use a specific ASR phone model which provides greater accuracy. Our call recordings can also be saved in stereo and therefore we can also povide separate text for the agent and the customer.

Posted on by — Leave a comment

Virtuallogger Integration Services

VirtualLogger offers integrations and automations to third party applications – its own call recording with its REST API as well as other integrations.

The methods employed for integrations vary according to the requirements and the limitations of the systems. The integration methods can be classified as REST Web Service, SOAP web service, RPA automations, Web Scraping, Scheduled FTP and reporting, Email Parsing, Custom scripting or application development.

Detailed below are some integrations of disparate and diverse systems. Any other custom integrations can also be developed. Integrations are done using a CTI application to monitor call events and agent statuses. These integrations can be done both for our call recording systems or any other call recording systems. We gather metrics from several sources to provide the required integrations to these systems.

CRM Systems – Call Meta-data can be updated on CRM systems. The process can be done online in realtime or offline (once a day at night). Matching can be done by the ANI (for inbound) or Dialed Number (for outbound).

PayRoll Systems – VirtualLogger CTI application can fetch the agent state in realtime. Agent Payroll can be based on the agent state (time actually on the call or ready and waiting for the call). This data can be sent online or offline to your PayRoll system.

HCM and WFM – Most advanced HCM and WFM systems, such as Kronos, WorkDay, Verint etc offers Advanced Scheduling. These systems need the expected workload over the work schedule period so that they can ensure optimum manpower is deployed at different times.

Posted on by — Leave a comment

10 basic functionalities required in a contact center Web User Interface for recorded calls

Often times the user interface provided by telephony service providers for call recordings in a contact center is not very user friendly and does not provide all the functionalities needed for a contact center call recording system. While the list can be humungous, I provide below the ten basic functionalities that a web user interface for contact center call recordings should provide. This does not list the more extensive features for screen recording, streaming, integrations, automations and speech analytics.

A contact center call recording web user interface should provide the following basic functionality –

Search Functionality – It is important that the interface provides detailed search capabilities. It should be possible to search for any or all meta data and be able to provide operators such as less than, equal, greater than, contains, starts with, ends with, blank and the negativity of each of these, like not equal, not blank, does not contain, does not start with, does not end with.

Save and share search parameters – As the possible expression using all the above search parameters can be very large, it should be possible to save and share your search expressions with other users within your company.

Select the columns to be displayed – A typical call meta data spans over 40 columns. It should be possible to select the columns required to be displayed for the search calls

Be able to group agents and users and assign permissions – Needless to say agents and teams form the backbone of a contact center. Be able to group agents and users into teams and groups and assign privileges and permissions to all such grouping is essential for any call recording system.

Be able to add flags and comments to the calls – Quality Monitoring supervisors should be able to add text to be displayed along the call. It should be possible to flag the calls to be able to quickly search for bad calls. Flags can be of different colors to be able to visually provide a quick distinction.

Scoring -It should be possible to score Recorded Calls . It should be possible to define your own score card questions and the weightage and be able to define the metrics against which the management would like to score the calls.

Reporting and Dashboards – It should be possible to generate reports against all or any of the search expressions listed in point 1 above. It should be possible to save and share these defined report parameters. It should be possible to email selected reports daily, weekly or monthly.

Media Player – An audio/video media player is essential to the user interface. It should be possible to play the audio while scoring the call.

Bulk download and emailing – It should be possible to download multiple audios and email them. It should be possible to email selected reports daily, weekly or monthly.

User Friendly and intuitive user interface – A new user logging into the system should be quickly master the system. Any system where the user needs to spend more than one hour to learn the above basic functionality cannot be termed user friendly.

VirtualLogger provides an intuitive user friendly web user interface for call recordings. The application can be setup on your premise or on our cloud. We can integrate your call recording system with our user interface so that you can avail the above and more functionality. To schedule a demo, please fill our Request for Demo Form – https://www.virtuallogger.com/demo.html