Call recordings are not only required for ensuring quality assurance but also to meet the regulatory requirements in many countries.  The call recording feature is an integral part of 3CLogic contact center solution with the contact center having the option of uploading the recordings to the 3CLogic hosted recording server or to store the recordings locally on a different server in the call center premise. All call recordings can be played by selecting the media file next to the call data record and playing the file in your favorite media player.  The call recording can be configured for individual campaigns. The options available are:

1) No Call Recording

2) Record only Auto-Dialer Calls

3) Record all calls

4) Record manual calls

When the option to record manual calls is selected agent has the option to select the ‘Record’ option available on the agent interface to start recording the call. At the end of the call the recording is automatically uploaded to the recording server. Otherwise if the record option, Auto-Dialed calls or all calls, is selected all recording are automatically completed and uploaded.  All the recorded calls are available within a few minutes after the call ends. The calls can be easily searched from the search calls page with the option to play the call recording by clicking on the call recording and playing it standard media player.

By default all recorded calls are uploaded to 3CLogic hosted recording server.  The call center administrator can configure the campaign to store the recordings on the local server. To specify the Recording Server address follow the directions in directions in the recording server setup document available on portal.

Supervisor Barge-in, Whisper and Coaching

Administrators and Supervisors can listen to any ongoing calls, whisper to agent or coach the agent while the call is going on. The customer will not be able to hear the conversation between agent and supervisors/admin. These tools are used for performance monitoring and improvement of agent skills.