Module Functionality Description
Any response centre aspiring to provide exemplary emergency service must closely monitor performance to gain meaningful insights. The following are the features available
1. Voice based Quality Assessment Application
The Voice Logs interface contains search filters for the user to search for the Voice logs. The search filter contains Between Dates, Incident Id, Phone Number, Agent Name etc.
2. Quality Sheet
A Quality sheet, which will be available when a voice log is searched for the audit. The quality sheet is categorised into different sections like Opening Greeting, Closing Greeting, Hold and un-hold procedure, communication skills etc. and for each section marks are defined. The QA will audit each call and provide the marks.