Recording

Puzzel Call Recording

Using Puzzel contact centre solution, contact centre managers have access to a wealth of features including Puzzel’s Call Recording and Quality Monitoring.

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 on an FTP server, or via Puzzel’s Quality Monitoring tool.

Benefits of Puzzel Call Recording:

  • Managers can listen to and view conversations, identify skills gaps and highlight future training requirements
  • Real-time data enables supervisors to track the performance of agents and the overall contact centre against agreed KPIs and 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 for enhanced customer service
  • The 100% web-based nature of Puzzel’s platform means users can access the system from any location and from any device via an Internet connection.