Maintenance Manual

Recordings
Evaluation Forms
131
The Quality Management workflow process provides the following benefits:
• Eliminates time sifting through irrelevant calls—Using workflows allows you to
eliminates the time required to choose which calls to evaluate from a long list
of unsorted calls. An evaluator might spend an inordinate amount of time
choosing calls to evaluate at random. The workflow process allows you to
identify relevant calls for evaluation.
• Manages storage use—Using workflows also allows you to manage your
storage use. The Advanced license includes the screen recording feature,
which takes up significant recording space at a rate of one megabyte per
minute of recorded material. So you need to be judicious when choosing which
calls you want to record to manage storage space on your recording server.
The following list provides examples of criteria you can build into your workflow criteria.
• First call of the day—You can base your criteria on time management. For
example, you can choose to record the first call of the day, or the first two calls
of the day. Or you can choose to record the first call after lunch.
• Longest or shortest call—You can choose to record the two or three longest
calls or shortest calls of the day for each agent. This allows you to understand
some of the components of long calls, or simply understand why the call
handle times exceed the norm. You can also set up a workflow to record three
or four of the shortest calls of the day to determine why you get 15 or 20
second calls.
• Peak hour—You can choose to record several calls during peak hours. For
example, you could choose to record 3 calls at random during your peak hour
period between 1–2pm, so you can get a good assessment of how agents are
handling callers. Are they providing the same quality while there are callers in
queue?
• Specific (new) agents—If you are concerned about an agent’s performance, or
you have a new agent, you can record 100% of the agent’s calls for a specified
period (for example, two weeks). This allows you to understand their activities
and get them up to speed with the rest of your agents.
• Specific customer or account ID—You can choose to add custom metadata
fields at the time of the recording. The information can include a customer ID,
account ID, or transaction code. The metadata field allows you to provide data
like:
– Did this call result in a sale? Yes/No.
– What was the dollar value of the sale?
The date can come from the IVR data or the Enterprise data managed through
CAD.