FAQs: Web Interface

1. With Call Reviewer, can we set up Multiple Login Profiles and Access Levels ?
Yes.  Call Reviewer enables a number of separate login profiles to be created for administrators, supervisors, agents and specialist logins - such as, a client just with a need to access 'tagged' calls.

Each profile can then be assigned login rights to specific areas of the interface and edit / delete rights for certain types of call recording and call scoring fields.

2. Will we be able to search by Agent who received the call ?
Yes.  Call Reviewer utilises a unique facility to assign Agent Name to a given call recording.  The interface then enables a search of all call recordings to a specific agent, along with all the usual date, time and number dialed search parameters.

3. When scoring calls, can we customise the scoring criteria ?
Yes.  As apposed to some other network solutions, Call Reviewer does not just have a set number of call scoring fields.  Call Reviewer has a category and sub category of scoring fields for agents to be measured against.

You can set up as many categories and sub categories as necessary and define the minimum and maximum score for each.  Call Reviewer also enables you to set up to 5 mandatory fields, classed as either pass or fail.

4. Can we Print hard / soft copies of the call detail and scoring fields ?
Yes.  Within Call Reviewer, the play screen enables you to print either hard or soft copies (via PDF) of all the relevant call details and scoring information for the specific call.

The comments are added to the bottom of this templated form, making this the ideal way of monitoring calls and feeding back information to the specific agents in hard or soft copy form.

5. Can we save and forward on copies of the recorded call ?
Yes.  You can download calls direct from the play screen and save to your PC, which can then be forwarded on (potentially with a soft copy call detail form) to any third party via email.

6. Do you cater for Bespoke interface and report requirements ?
Very much so.  Call Reviewer has been set up with Bespoke requests in mind, which ensures that we can add specific logos, specific style sheets for common look and feel and we can even look at specific requirements for query screens or reports.