Enghouse Interactive Quality Management Suite offers users the ability to flag recordings from the Web-based user interface. Authorized users can create flags with pre-defined values or as free-form flag fields so that users can tag interaction recordings. For example, agents could use a free-form flag to add an account number to an interaction recording so that in the future they can search for all recordings associated with that account. Or, using a pre-defined flag, managers could flag call recordings as they are live monitoring to indicate that the call has been evaluated or the customer needs further follow-up from the company.
View the “Working with Flags in Enghouse Interactive Quality Management Suite” tutorial video:
Our Quality Management Suite includes call recording, agent evaluation, and computer recording software. From observing business processes in action to improving customer service or meeting regulatory compliance needs, companies of all sizes benefit from our interaction recording software.
To learn more about how your company could benefit from interaction recording software, contact your Enghouse Interactive account manager.