Eventra Screen Data Capture

Eventra-SDC™
Visualise the entire experience
A contact centre's interface with its customers is only as good as the data it has to base its customer interaction policy on. And in today's customer focused world, the ability to record, replay, evaluate and develop voice communications between a customer and agent is no longer enough. For future customer satisfaction and continued contact centre performance it is critical to know what other factors influence the agent/customer relationship during a telephone call. Eventra-SDC (Screen Data Capture) provides the contact centre with a vehicle for capturing the complete customer experience and a way of monitoring exactly what occurs at the desktop.

Eventra-SDC captures all desktop activity, including screen, keyboard and mouse actions, during a telephone call while simultaneously recording the corresponding voice. Uniquely it also captures both the pre-call time and wrap-up time activity at the desktop. The captured data can be live monitored, reviewed immediately after capture or stored for replay and review at a convenient time. Customer-centric recording policies determine whether only the screen activity, voice, or both are captured while inactivity alarms highlight periods where no changes occur at the desktop.

Accurate Picture
Capturing events at an agent's desk before, during and after a call shows exactly how information, applications and customers are handled. Detailed and accurate version of each call environment is built up as the call is reviewed and appraised. Keyboard skills, familiarity with products and application software are precisely evaluated.

Variations in interpretation of what happens during a call can occur due to factors other than voice. Without screen capture a silence may be assumed to be a misunderstanding on how to operate in-house software whereas in reality it actually reflects system inadequacies moving between screens.

Calls are more accurately judged on an agent's ability and the circumstances surrounding the call, allowing decisions to improve working practices or implement training programmes to be formed with the complete scenario in mind.

Efficient Agents
Access to pre-call time highlights potential cost-savings while wrap-up time indicates whether 'next actions' are being followed through.

Periods of idleness before a call highlight whether an agent is being lazy, is doing non-work related activities on screen or whether systems (such as IVR, predictive dialler) in the contact centre are functioning effectively.

Reviewing wrap-up time confirms accuracy of agent's actions, ability to cope with time given to finish a call before accepting another call and correctness of data entry. Programmes can be implemented to hone speaking, literary and/or computer skills.

Correlating screen activity with what was said on the phone highlights any inadequacies in the software agents are working with; gaps in an agent's product knowledge or telephone skills, and ensures that voice and screen activity correspond. Training requirements can therefore be tailored to the individual agent or screen layouts improved.

Live monitoring indicates immediately what activity is occurring at the desktop at any time of the day - an agent does not need to be on the phone. Management are able to see whether systems are utilised effectively, time is used productively and the contact centre operates efficiently.