Logging in as the admin

This brings me to the main screen where I see the systems’ recent call activity. Before reviewing this screen, let’s go to the “Admin” tab and go through the process of setting up new users & groups.

New Group "test company" is created

To add users, you can do this one at a time or via group import. To add a single user - click "create new"

Let’s create a group Click on Admin - > Groups Create a Group click "create new" Enter Group name & click "submit"

Enter... - First name

- Last name

- Login strings - Password - & select yes or no for recordable

To add multiple users at once: Import users via csv file import Note that one of the users, jill griffin is NOT recordable. Jill is a supervisor, and by not being recordable, will not count as a recording license.

We've created a group (test company) to the system & we've added users to the system. Now let's add them to a group: Add the users to the "test company" group

Looking at the "test company" group, we see the users have been added.

Create another group, "test company sales"

Add users (bill, jim & joe) to this group. Jill is the supervisor for sales, add her also.

Add Jill to the "Supervisors" group

Let's view the access policies or privileges for "Supervisors". Supervisors have access to their own data and the data of the groups they have responsibility for.

Logging in as Jill, we see that she is part of two groups - test company & test company sales. Jill has "direct" access to files of the sales team members (jim, bill & joe) We've just added new groups & users to the system & created a user, Jill, who has advanced privileges or access to the system

Looking at previously created users, let's see the system from an agents perspective. I am logged in as a regular user, Mariano. Mariano has access to only his records.

Mariano is not set up to be recorded 100% of the time. He has on-demand recording capabilities.

Logging back in as an admin, i have access to the entire system. Here I have generated a multi-criteria search… looking for inbound calls that are 60-90 seconds in length & a sale was made. I see that I have 14 results that meet these criteria , including a call that has captured the agents screen.

By pushing "KEEP" at any time during a call, that entire call will be recorded & kept.

Mariano also takes calls where sensitive data (credit card or SSN) may be exchanged. Mariano can "PAUSE" and restart the recording when a customer provides sensitive data.

Here is what this file looks like, synchronized audio & screen. Screen Capture , Oreka SC, is an add-on module to Oreka TR.

Logging in to the "Live" tab, I can see the status of my agents. There is one active call. Clicking on the "MONITOR" button, I will be listening to that call

Back on the Browse tab, in the reports section…. I see the reports that are available to me.

Back on the Browse tab, clicking on the "ID" or "DATE" stamp of a file brings us to the Call Detail page.

The Call Detail page provides specific information of this call. From this page we can playback the call, export the file , see tags associated with the call & create new tags. Tags are bookmarks associated with a call. Tags allow a company to easily identify points in a call where something important happens: - miscommunication

- an upsell opportunity

-an upset caller, etc.

Clicking on a tag plays the call from the offset point of the tag. There is no limit to the number of tags you can create for your organization. We can also evaluate or score the call by opening the "Scorecards" tab

Scorecards are made available with Oreka QM, our Quality Monitoring module: -scorecards are customizeable & there is no limit to the number of scorecards you can have.

Different questions & answers can carry different weight & comments can be added to the answers. Scorecard results are rolled up to reports varied detail, specific to the users & groups. Scorecards can be exported to the agent as well as management.

Audit Trail lets you see everything that has gone on in the system with timestamps.

System Preferences

Auto-Delete

Purge files older than X numbers of days Purge Interval

Auto Archiving of Files to another server Can be on-site or off-site. As long as SFTP connection is available