We’ve listened to our customers and provided a new way to use our Instant Recall feature. We provide legacy functionality of instant recall with an easy to use solution for today’s technology. Instant recall can be done in two view modes. The first is a simple, small screen showing the most recently recorded calls. The second view shows both recorded and active calls. The dual screen provides an excellent view of transitioning calls from active to recorded. Both views give you a way to see the latest calls in your system.

Instant Recall
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  • 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 MMS 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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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. 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.

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.

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.

Enterprize