The EncoreMobile application works in conjunction with the Encore Workforce Optimization server software to dramatically improve agent coaching by delivering the ability to monitor agents’ recorded calls from a mobile device and add verbal or typed annotations to the recordings.
Traditionally, call monitoring has been a process whereby supervisors randomly select calls to monitor from a phone connected to the PBX and/or their desktop. Available to any business using Encore call recording, EncoreMobile turns random monitoring into meaningful-specific monitoring and accommodates on-the-go managers who can’t be tied to their desk.
Live monitoring conversations can be a significant coaching opportunity for Quality Management and Supervisors. However, traditional monitoring features have no way of identifying what calls to monitor and no automated mechanism for adding notes or commentary to the conversation. EncoreMobile solves these problems by:
• Color coding conversations that meet pre-defined parameters
• Delivering views of team activity, highlighting agents with longest wait or talk times
• Allowing managers to add typed notes in any section of call
• Providing the capability to also add ‘voice annotation’ or verbal commentary
Requirements:
EncoreMobile requires Encore Workforce Optimization system, version 6.0.2 or greater and an Encore Live Monitor license. Please contact your dvsAnalytics representative for more details.
EncoreMobile is compatible with all mobile devices with iOS 7.1 and higher.