Quality Management Features

KPIs in Salesforce

Judge conversations using the most comprehensive set of contact center metrics that are pushed into a Salesforce reporting solution.

Call Recordings

NewVoiceMedia call recordings are automatically attached as links within the Salesforce Task object such as Lead, Account, Opportunity, Case or any custom object). This approach also avoids incurring additional storage fees from Salesforce.

Take Notes

The Supervisor has the ability to listen and pause a call recording to make notes within Salesforce, which are flagged in the progress bar and time stamped to make them easy to revisit at a future time.

Coaching

Supervisors can listen into any inbound or outbound call, whisper only to the agent, or create a 3 way conversation if necessary.

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