Agents have a start recording button at the navigation bar, when they click it, the screen recording functionality will start.
Supervisors will be presented with an interface when logging into the system, where they can browse and filter through all the agents’ videos.
When a supervisor selects a video on their dashboard, they are able to see all relevant data and mark it as training content if they see fit.
The agent training library will be a feed of videos available to agents that will be chosen by supervisors because they were particularly instructive calls.
Several statistics relevant to the agent’s performance will be shown on the agent’s home screen.
A monthly leaderboard based on agent’s performance is available to all agents and supervisors.
Supervisors will have access to agents' analytics, gaining a better understanding of ongoing issues and achievements.
Use Contact Lens to understand sentiment, conversation characteristics, and agent compliance risks.
Agents will answer a quick survey to help us further filter and categorize the videos to help supervisors find and analyze what they need.
