• Overview
• End-to-End Solution
• Key Features
• Feature Overview
• Scorecard Routing
• On-demand ACD
• Global Queuing
• Call Center Performance
• Monitoring & Recording
• Architecture
• Midpoint Management
• Web Services Architecture

Call Center Monitoring & Recording

Quality Monitoring

Contact center managers and supervisors can monitor agent activity and overall contact center performance in real-time through Transera's Seratel^® Management Dashboard. The Dashboard is a Web portal with a rich range of options to track service levels across distributed contact center operations while at the same time monitoring active calls.

Using the Dashboard, supervisors can select the queue, team, site or agent to be monitored, on an ad hoc, scheduled or continuous monitoring basis. The ability to conduct mid-call monitoring gives supervisors the ability to perform whisper coaching or barge-in to help agents deliver better service, and ensure customers have the best possible service experience.

Call Recording and Archival

Calls being managed through Seratel On-demand Virtual Contact Center services can be recorded, organized and stored for simplified access by contact center managers. Calls are captured centrally and transferred daily to a managed data service for long-term archival and replay. Seratel Jukebox organizes and provides access to stored recordings. Customers also have the option to add Seratel compliance services.