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Quality Monitoring

Puzzel Call Recording and Quality Monitoring Solution

Puzzel Call Recording allows users to manage their audio catalogue and decide exactly what types of calls or chat conversations should be recorded. For example, it is possible to set up centrally controlled recording of all queues or selected queues – as well as manual recording by agent. Managers are able to record a certain percentage of enquiries, or record at certain times. The recordings can then be stored in Puzzel Quality Monitoring Portal or on an FTP server.

The Puzzel Quality Monitoring portal enables contact centre supervisors to retrieve, manage, listen to, save and share voice and chat conversations in an efficient and user-friendly way. Managers can quickly and easily search for telephone calls, call recordings and chat transcriptions through an extensive range of search criteria, such as type of enquiry, time, wait time or chatter id.

Benefits of this solution include:

  • Managers can listen to and view conversations, identify skills gaps and highlight future training requirements
  • Fresh data enables supervisors to track the performance of agents and the overall contact centre against agreed key performance indicators (KPIs) and service level agreements (SLAs)
  • By efficiently retrieving, managing, listening and sharing all or selected voice and chat conversations, contact centre supervisors can resolve complaints quickly and make meaningful operational adjustments whenever necessary
  • The 100% web-based nature of Puzzel means users can access the system from any location and from any device via an Internet connection.