call monitoring


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call monitoring

A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.
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TotalCloud PBX call monitoring and recording features provide easy and secure access to call recordings via encrypted media file streaming," said David Gibson, Vice President of Business Development at Birch.
Voice call monitoring is required by the courts to listen to phone calls coming from a particular phone number, the telecommunication systems have an ability to do that," Roome said.
Voiceproof was founded in 2005 by Steve Bott, Simon Scragg and Lee Smith when they saw a gap in the call monitoring systems market.
However, we also need proper statutory regulation - and not only for call monitoring.
Recognized for its influence in driving call monitoring and WFO technology across the region, Verint received the "2011 Asia Pacific Call Monitoring Systems Vendor of the Year" honor from Frost & Sullivan.
10, 2014 /PRNewswire/ -- This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response, Outbound, Call Monitoring, Workforce Management (WFM), Speech Technology, and Multimedia applications.
GECU has understood the relationship of call monitoring and improving member interactions for a long time, implementing their first recording system back in 2001.
An agent performance optimization function include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop.
1, includes support for a mouse/keyboard/touch screendriven attendant application, active call and name/number primary rate interface (PRI) display, off-premise dialing, silent call monitoring, and automatic route selection.
But the firm denied any of its staff had made the call and their claim was backed up by an independent call monitoring firm which logs all calls made through the company's phone system.
Company Receives Call Monitoring, Analytics and Overall Solution Excellence Honors
Contract notice: Call Monitoring System in North Wales Gofal / Care Connect Call Monitoring Service.