Design & Development

Aheeva Education & Certification Services

© 2000-2007 Aheeva Technology. All rights reserved

Quality Monitoring

© 2000-2007 Aheeva Technology. All rights reserved

1
 Overview

‰ The Aheeva CCS offers the possibility of recording all

agents’ conversation with their contacts
‰ Enabling or disabling the recording is done through the
CCS Manager in the agent group configuration page
‰ Recordings can be wav files or converted to mp3
‰ It is possible to retrieve and playback recording directly
from the CCS Manager
‰ The ‘Agent listening report’ gives the list of users who
listened to recordings (who, what, when, and where)

© 2000-2007 Aheeva Technology. All rights reserved

Recordings search

‰Search for the recordings to listen to

Tenant Æ Quality Monitoring Æ <Agent’s Conversation>

‰ Search parameters
include
‰ Phone number
‰ Date or period of time
‰ Sales or no sales
‰ A specific agent group
or all
‰ A specific agent or all

© 2000-2007 Aheeva Technology. All rights reserved

2
 Recordings playback

‰ The recording found that match the search criteria will be

displayed in table
‰ To listen to a recording you must click on the Play button

© 2000-2007 Aheeva Technology. All rights reserved

Listening report

‰ The ‘Agent Listening Report’ gives a list of the CCS

Manager users that searched and played back
recordings
Tenant Æ Quality Monitoring Æ <Agent Listening Report>

© 2000-2007 Aheeva Technology. All rights reserved