eQueue Recording
eQueue Recording is a unique feature of the eQueue that allows agent and/or customer interactions to be recorded and stored for later review. Integration with eQueue ACD provides advanced capabilities beyond recording and monitoring. For example, information from the eQueue ACD such as DNIS, ANI as well as agent and/or group information allows customers to easily define what, and when, to record. eQueue Recording supports two distinct recording types: On-Demand Recording and Quality Assurance Recording.
On-Demand Recording
On-Demand Recording is used at the agent's discretion to record agent and/or customer interactions by pressing a button on the agent's phone or desktop at any time during the call. This feature is often used for contract verification, threats, obscene phone calls, etc.
Quality Assurance Recording
Quality Assurance Recording sessions are automatically activated based on the agent's group, type of call, or number of calls previously recorded for the agent and/or group. Additionally, supervisors have access to all recordings and can review and edit those recordings from their desktop.