Auto-fail for categories or forms is an additional type that can be used to keep useful metrics while also not giving credit to catastrophic failures.Īs with all functions, everything can be controlled with API commands. Rules can also be added to show and hide questions based on answers to other questions in the form. Not applicable can be turned on or off for each question and how each question behaves when marked this way can also be controlled. Each question can have a different scoring amounts and methods and multiple choice questions can have different scores per selectable answer. Scoring for questions is completely configurable.
Zcloud troubleshooting free#
Categories and questions can be shared between different forms in order to both have consistent questions as well as to be able to report on similar metrics across projects, teams, or sites.Įach question on a form can be of many types including yes/no, multi-select, single-select, free text, or just numeric.
Each form can have any number of categories and each category can have any number of questions. Calibrate, Arbitrate, and Coach from there.Ĭreate as many custom forms as is needed. Files are saved locally only until they can be uploaded, but are encrypted while at rest.Įvaluate calls and interactions with fully customizable forms and scoring methods. This ensures good quality, small size, as well using a common file type for playback in other systems.
Zcloud troubleshooting mp4#
Screen is recorded to mp4 files using H.264 codec. Each monitor is recorded as a different file for playback speed as well as integration options. On playback the position and orientation will be used to show like the agent would see each. Triggering to start recording is handled through the web application and is initiated by either call events or API commands.Īny number of monitors can be recorded and each monitor can be at any position or orientation. Monitors are recorded using a client application installed on agent desktops. Trigger recordings on call events or via API commands. Record any number of monitors in any configuration. Conversion to appropriate formats still happen and playback functions exactly the same. If you already have a recording system API commands can be used to create interactions and upload files. For example, if you only use playback then only the mp3 will be kept.Ĭalls do not have to be recorded directly. These are then converted into wav and mp3 for playback and integration use. A file per channel can be useful for playback, interaction graphics, as well as analytic engines such as speech.Ĭalls are recorded directly from their streams as RTP files. Typically this is a channel for the agent and a channel for the customer, but it is not restricted to just two.
If extra security is needed or a VPN is not desirable, SRTP can also be used.Įach channel is recorded as a separate file. Just about any system that uses SIP and RTP can be recorded. RTP traffic is also used for audio recording. RTP traffic is then recorded for the audio.Įvents and metadata are gathered using a Cisco SIP Trunk. Metadata and call events are monitored through a Genesys T-Server. Another available option is to use Avaya CVLAN to watch for call events and setup port mirroring directly to a server for audio recording. Avaya TSAPI can be used to gather metadata and monitor call events and DMCC can be used to record audio. Recording can be handled using two different methods. Recordings continue even during network outages and are uploaded as soon as connections are reestablished. The recording solution can be hosted on servers at your organization or traffic can be directed through a VPN tunnel to be recorded on our servers. The audio recording solution can monitor and record off of a number of common telephony platforms as well as any VoIP system or any audio streams using SIP and RTP. Integrated with Avaya, Genesys, Cisco, or any VoIP system. Record audio through your telephony platform or upload directly via APIs.
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