Quality Monitoring Tool - User Interface V3.x

Quality Monitoring Tool - User Interface V3.x

Access to the interface

Once you are in the cockpit, choose via the module selector, the Quality Monitoring Tool



When the quality monitoring tool is open, you will find 4 different choices.
  1. The first is again the module selector which will allow you to change modules easily.
  2. The second is the part dedicated to the search for recordings.
  3. The third part is a download manager.
  4. And finally, the last one is the reload admin...

Searching for Contacts or Records

The search part will allow you to easily find the contacts or records you need using the filters.

Icons

In the search section, you have a series of icons allowing you to validate the search and interact with the contacts or records found.



Filters

Filters give you the ability to refine your search.
Set the values in different filters in order to have the most accurate result possible.


Date and time

By default, the date is positioned on the current day, from 00:00 to 23:59.
Click on calendars to mark with different dates.
Refine your search by defining the time of day.
Example : I am looking for a recording of 02/12/2021 which took place between 3:15 p.m. and 3:45 p.m.

Team

Search the recordings of calls made or received from a particular team by selecting it from the drop-down list and confirming your choice by clicking on the search button.


Agent

Search the recordings of calls made or received from a particular agent by selecting it from the drop-down list and validating your choice by clicking on the search button.


Extension

Search for call records made or received on a specific extension.
Indicate this in the text field and validate by clicking on the search button.


Campaign

Search for call records made or received from a specific campaign.
Select the desired campaign from the drop-down list and validate your search by clicking on the search button.


Activity

Search for outgoing or received call records of a particular activity.
Select the activity in question from the drop-down list and validate your search by clicking on the search button.


Originating call number

This is the caller's number. It can therefore be the agent's phone number or the contact's phone number.


Destination

This is the number that was called. It can therefore be the phone number of the contact who was called or the number that the contact has dialled to reach the agent.


Media

It is possible that you manage several media with Nixxis. It is therefore possible to specify the media on which you are looking for one or more recordings.

To do this, click on the selected media (they appear in green), and uncheck the media that you do not want to include in your search.


Qualification value

It is possible to choose only the recordings of calls received or sent having the value "Positive" or "Neutral" or "Negative".
Click on the pre-selected value, and choose the new value.

Validate by clicking on the search button.


“Argued” value of the qualification

It is possible to choose only the recordings of calls received or made with the value "Argued".
Click on the pre-selected value, and check or uncheck “Argued”.
If checked, the search will return all records that meet the criteria and are argued.
If unchecked, the search will return all unargued records.

Validate by clicking on the search button.


Qualification

You can specify that you want to have only the records corresponding to a specific Disposition.
Check the option, and select the desired Disposition.

Validate by clicking on the search button.


Viewing contact(s) and listening to recording(s)

Have you found your recording(s) once the various filters have been selected?


Listen to them directly with the integrated player.


General Info

The “General Info” tab will provide you with the following information about the selected recording.
  1. Call type (manual call, incoming, outgoing)
  1. The campaign concerned
  1. The activity concerned
  1. Type of call
  1. The qualification chosen by the agent
  1. The date and local time of the start of the recording
  1. The original number
  1. The number called
  1. The total duration (including ringing time, going to IVR, waiting time and conversation time)
  1. Talk time
If you listen to the recording at the same time as you are in this tab, you can view the elapsed playback time, and interact with it by using the cursor to move forward or backward.

 
The mute function allows you to mute the sound when listening to a recording (Mute).



Evaluation comments

You can leave a comment as well as evaluation notes for each recording.
This will help you for several things:
  1. Agent evaluation
  2. Good example or bad example to use during training
  3. Corrections to be made in the script - Etc.

Once the comment has been left, update of the contact.


The contact/record will be marked as commented. This will allow you to find it more easily.

Contact/recording that was not commented:


Commented contact/recording


If you wish to have other types of evaluation, it is possible. You can request it from your support (limited to 100 evaluations).

Qualifications

The qualifications tab gives you the possibility to consult the qualification made by the agent. It is possible for you to change this qualification by another one.


Customer Data

If you have linked a script to your campaign/activity, you will see the information contained in the script on this screen. If your agents need to fill in data, you'll see that too.


Downloading recordings

In this part, you can follow the progress of the downloads that you have requested in the search part.
In this screen, you have access to the following information:
  1. Total number of records to download
  1. Total number of records downloaded
  1. Number of successful downloads
  1. Number of failed downloads

A column indicates the name of the file being downloaded, the second the state of its progress.



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