CxEngage Quality Management

CxRecord provides the backbone for CxQM by recording the audio of all interactions presented to agents. Interaction audio recordings consist of a metadata file of the audio and a recording record. Records are presented in your Playback window. The window uses a Default Playback View consisting of records and columns containing important information about the recording including Agent IDs, Customer Identifications, Call Direction, Dates and Times, Extensions, various Durations, Remarks, Flags, Status, Interaction and Segment IDs, and User Names.

Users view and select a recording record from the UI to play back with the media player. Interactions can be saved to your Playback window for later retrieval and use.

Some interactions involve more than one connection, such as an interaction that is transferred or uses the Add Participant feature. CxRecord tracks and presents all related interaction segments, in order, for playback. Recorded interactions with segments can be saved to your Playback window for later retrieval and use.

You can flag a recording record for later examination. Remarks can be added to a recording record to clarify or add important information.

CxRecord has a custom search tool that allows you to search for stored recordings using a variety of filters and search criteria. Search settings and results can be saved to your Playback window.

Recording files can be downloaded to your computer and emailed to another user for their own playback.

Several pre-defined recording reports, such as Total Calls by Agent and Average Call Length by Agent, are available for immediate use. Custom reports can also be created. Reports can be modified, emailed, exported, saved, and printed.

The Recording Dashboard uses widgets to dynamically display recording information to a user. Call Recording Trends, Group Comparisons, and Agent Comparisons can be displayed in a variety of graph types. Widget variables and time selections allow you to access and display specific data. Widget data can be exported and printed.

CxCapture provides the ability to capture and record agent workstation screen activities and associate them with an audio recording. Screen-captured recordings consist of a metadata file of the screen capture recording, a metadata file of the audio recording (from CxRecord), and a recording record. When CxCapture is implemented, a new column called Screen Capture is introduced to the Default Playback View and used to indicate screen-captured calls. Each screen recording record will contain the same important information about the recording such as Agent IDs, Customer Identifications, Call Direction, Dates and Times, Extensions, various Duration Remarks, Flags, Status, and User Names.

You can view and select a screen-recorded interaction record from your Playback window to play. You can choose audio-only or screen-capture and audio for playback. A media player is used to play an audio-only playback. A media player is used to play a screen-captured recording and audio. Screen-captured interactions can be saved to your Playback window for later retrieval and use.

Some interactions involve more than one connection, such as an interaction that is transferred or uses the Add Participant feature. CxRecord tracks and presents all related interaction segments, in order, for playback. Screen-capture playback follows the user’s screen activities only. Screen-captured interactions with segments can be saved to your Playback window for later retrieval and use.

You can flag a screen-captured recording for later examination. Remarks can be added to a screen-captured recording to clarify or add important information.

The custom search tool in CxRecord allows you to search for recordings that are stored and can be used to search for screen-captured recordings. The tool’s range of options and parameters are enhanced with the addition of a Screen Capture setting that can focus the search for specific screen-captured recordings. Search settings and results can be saved to your Playback window.

Screen-captured recordings can be downloaded to your computer, however only the audio file can be emailed to another user for their own playback. Screen-captured files cannot be emailed at this time.

Several pre-defined recording reports, such as Total Calls by Agent and Average Call Length by Agent, are available for immediate use. A Screen Capture report setting is added to these reports when CxCapture is implemented. Custom reports can also be created. Reports can be modified, emailed, exported, saved, and printed.

The Recording Dashboard does not have any screen-capture specific widgets or data to display. Screen-capture recordings are counted with audio recordings as interactions in the widgets. These widgets dynamically display recording information. Call Recording Trends, Group Comparisons, and Agent Comparisons can be displayed in a variety of graph types. Widget variables and time selections allow you to access and display specific data. Widget data can be exported and printed.

CxEvaluate is the center for quality management activities including evaluations, e-learning materials, coaching sessions, quality reports, and a quality dashboard. CxEvaluate requires implementation of CxRecord (and CxCapture, if deployed) to be able to use it's features and tools. When CxEvaluate is implemented, you can access the Evaluations window which displays all evaluations in a record format with columns containing information such as User's first and last name, Agent ID, Evaluation Date, Evaluation State, Evaluation Form, Evaluation Reference, Call Time and Date, Call Duration, Group Name, Evaluator first and last names, and the Overall Score.

Agents, supervisors, and managers can all be evaluated, coached, and assigned e-learning materials to complete. Evaluations are conducted using forms containing questions, answers, scoring, and any other additional information neded. An entire recording or a snippet of a recording can be attached to the evaluation for training and reinforcement purposes. E-learning materials can also be attached and required to be completed.

QM managers and supervisors can use evaluation forms created to analyze an agent's abilities and skills. They answer specific questions and can add comments, suggestions, recordings, or e-learning materials to the form. The form automatically scores the question respones using your defined scoring metrics. When it's completed, the evaluation is added to the Evaluations list and can be sent to the agent for review.

Similar to recordings, evaluations can be searched for by using various filters and options to focus the search for a specific evaluation or a set of them.

You can export an evaluation to your computer, email it to other users, or print it. The evaluation view settings can be changed so that items such as question numbers or scoring aren't present.

QM managers and supervisors can create e-learning materials and provide them to other users for training, reference, or review. E-Learning material can be any file or document that you choose to reinforce a topic or skill. For example, downloaded interaction audio and screen-capture files, presentations, spreadsheets, checklists, user guides, reference manuals, links to important websites, or company documents such as an employee handbook. They can be assigned and distributed to one or many users and may require acknowledgment of receipt and feedback from users in their own words to confirm understanding. E-Learning Library content can be saved to the user's Library window for later retrieval and use.

A coaching session is associated with a user (or users) and a recording to be coached. A manager or supervisor starts a session on a recording, adds directions and e-learning materials as needed, and then assigns the session to the user(s) involved. The user(s) can access their My Engage dashboard to view, start, act upon, and complete their assigned coaching assignments, Managers and supervisors can monitor the progress of all sessions.

E-Learning assignments don't need to have a recording associated with them. A manager or supervisor can create an e-learning assignment, add directions and any materials, and then assign it to the user(s). The user(s) can access their My Engage dashboard to view, start, act upon, and complete their assigned e-learning assignments. Managers and supervisors can monitor the progress of all assignments.