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DASHBOARD PAGE

A Dashboard which contains all real-time information providing real-time data of all the major modules of the site. As an example, Today’s Total Audio Calls, Videos, Text, Social, Emails and Today Recorded Screens, Active/Inactive Channels, Active Users/Deleted Users, Total Playlists, Exported Playlists, Published/Unpublished QA Forms, QA Evaluations by Status (Schedule, In-Progress, Completed, Closed, Rejected), Shared/Unshared Evaluations, Total Number of Recorders.

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SEARCH TAB

The heart of the Revcord system is the ability to search for your events. Revcord can search by Channel, Date, and Time, ANI/ALI, Caller ID, Dialed Number or Call Tagging Call Commenting Search and Notation for Reference. The system can recall last recording, has multi-channel simultaneous playback & graphic display. It has optional “talking clock” announcements, ability to save in .WAV, .WMA or Encrypted Format.

Auto Burn multiple recording in .WAV or WMA to CD. E-mail in .WAV, .WMA or Encrypted Format. There is an option to E-mail last recordings to predetermined recipients.

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INCIDENT RECREATION

Revcord takes scenario/incident recreation to a new level. And, it’s included at no additional cost. For this we use Playlists. You will notice that this idea of Playlists is similar to that of many of the Media Players such as iTunes and Windows Media Player. Each Playlist created represents an entire incident including all voice, video, text and other associated media including documents and other media from third party sources. All you do is pick your inputs from the Search Screen and add them to an existing or created Playlist.

There are two view modes to see Playlists. The first is List Mode as shown below.

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The other mode, which is the Timeline Mode, gives you real time recreation and provides for the playback of all inputs. The Timeline Mode provides for up to four video screens and an unlimited of number of audio and text based inputs all playing simultaneously.

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Any scenario can be displayed and replayed in a time line view as it really happened as well as in a sequential list view. The scenarios can be exported as zip files so they can be viewed without a separate player.

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INSTANT RECALL LITE AND INSTANT RECALL FULL

Revcord continues its dedication to simplification and listening to its customers. As such Revcord will provide legacy functionality of an instant recall with an easy to use simple solution for today’s technology. Revcord provides two view modes. A simple small screen of the most recent recorded calls with a player and one that shows active calls as well. The dual screen provides an excellent view of transitioning calls from active to recorded.

Instant Recall
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MONITOR/LIFE CALL CONTROL

From the Monitor tab of the Revcord recorder not only can you perform live monitoring, but also you obtain a dashboard view of all call takers. As the call taker receives a call, the channel icon turns to

a pink color to indicate “live now”. A right click will display a drop down menu that displays those functions for which the call taker has an assigned privilege. With Live Call Control, the user has the ability to do a number of tasks. With the click of a mouse the user (with appropriate privileges) can insert silence for PCI Compliance, initiate Record on Demand, stop a call from recording, Email a call automatically, and tag calls for incident tracking with up to 6 customizable alphanumeric fields. The User can also bookmark any portion of the call. In addition, Live Recall gives the user the ability to be listening to live calls and rewind those calls “on the fly“ for up to the last 10 minutes as well as video IQ3 events. This feature is great for supervisors to come in after the fact to catch up on a call. If a channel has been idle for a settable period of time the channel turns red in color as a visual alert.

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QUALITY ASSURANCE EVALUATION

Quality Assurance Evaluation of calls is also included at no additional cost. The user can easily create score sheets with multiple choice, yes/no or text comments and scores. Calls to be evaluated can be selected manually or at random. In the search screen, any call(s) can be designated for later QA Evaluation with a single click.

In addition, the following features are included:

  • Ability to search for completed evaluations by agent and/or evaluator.

  • Add all agents to dropdown list for easy viewing of completed evaluations (also for choosing an agent to evaluate).

  • Grant the ability to edit or delete published QA forms.

  • Supervisor can email completed Evaluations to respective agent or any other concerned. When an evaluation is being marked as completed, then the ability to email completed evaluation to respective.

  • Tie video from screen recording or Inquire to evaluation interface.

  • Make Drill down graphs clickable to view detail page forms.

  • Extend search options to allow for Agent/Channel.

  • Ability to search for completed evaluations by agent and/or evaluator – To search completed evaluation of specific agent or completed evaluation conducted by any Passing the agent name or evaluator name as search parameters will display all the completed evaluations of agent or all the completed evaluations conducted by evaluator.

  • Ability to import and export templates.

  • Eliminated the redundancies in QA evaluation process. Eliminated the “Pending” evaluation status. In addition, instead of going through multiple pages, a single interface has been introduced which displays list of evaluations based on evaluation status “In Progress”, “Completed”, “Closed” and “Shared”.

Quality Assurance
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REPORTS AND STATISTICS

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Revcord includes a complete Reports and Statistics package. It is made up of four parts: Advanced Reports, QA Reports, Mapping Reports, and Web UI Logging Reports.

ADVANCED REPORTS

With QA and Advanced Reports, you may search and select the calls of interest. Criteria and sort mechanisms can be chosen from simple drop down lists and with a click a familiar Excel spreadsheet is displayed with the details chosen, such as, number of, per call taker, per call duration and average duration and so forth. With another click, the detailed Excel spreadsheet can be exported, and/or the spreadsheet data can be displayed as a bar chart or pie chart that is especially useful for presentations to management.

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QA REPORTS

Reports can be essential for analysis of call patterns, workforce scheduling and research. Revcord can save you time and work by producing professional and engaging reports as Excel spreadsheets, bar charts or pie charts which can be exported in multiple formats.

MAPPING REPORTS

Those systems with ANI ALI data can now use the Revcord Mapping function. Revcord using the Google Maps API can provide a scenario recreation of how the radio and call traffic happened real time. This can be used to see patterns and specific locations of calls.

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WEBUI LOGGING MODULE

All the core operations performed by the User will be logged on the server. This logging module contains error logs and other operational logs which were performed by the User during their session. Reports relative to the User sessions are available in the Reports module.

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SAVE AND EXPORT A FILE

Saving and exporting files by email or other means is simple. Simply choose the file(s) you want to save and the process is automated.

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SAVE AND LOAD USER SEARCHES

Cache search settings are set in the Browser for same session. In addition, Users can save search settings for later use.

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ENTERPRISE OPERATIONS – VIRTUAL UNIVERSAL VIEW

Revcord has the ability to connect anywhere from 2 to 100’s of recorders so that there is a single virtual view from one IP address. In addition, each recorder can have an instance of the Revcord Backup Manager and the Revcord Remote Monitoring system running in the background as a service reporting back to a centralized client/server. Below is an example of nine recorders tied together.

The nine-recorder hardware platform voice recorder system is shown as a single virtual recorder.

By connecting the nine servers together via a LAN we are able to offer a single monitor view of all channels as shown below. Using the same technology a single Revcord recorder GUI can give the user control of thousands of channels without additional cost.

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PROPRIETARY SECURE FILE FORMAT

DSF file stand-alone player used for playing calls from the proprietary file format from backed up systems.