Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs
FAQs
<<Back to FAQsCall Recording and Monitoring and Analytics
Does Echopass provide recording and monitoring?
Yes. Echopass delivers best in class call recording and monitoring analytics through integration with Impact 360, an analytics product of our partner Verint.
Impact 360 is a unified, analytics-driven and enterprise-enabled application that combines the power of analytics with the advanced quality monitoring.
What capabilities does Echopass call recording include?
Advanced call recording, data recording and screen recording.
Does Echopass provide for both inbound and outbound call recording?
Yes. Echopass supports both inbound and outbound calling scenarios for agents by capturing, storing, analyzing, and managing contact center interactions.
Calls can be recorded and played back, including audio and agent screens
Contact center recordings can be selectively retained.
Reporting and analytics capabilities are also provided to enable evaluation of trends and customer experiences.
Does Echopass provide the ability to mark recorded calls to prevent them from being purged?
Yes. Echopass includes user defined “Fulfillment Rules” to analyze if the system should retain or purge calls.
Does Echopass provide agents the ability to record malicious conversations on demand?
Yes. Echopass captures all calls so agents don’t have to worry about pressing a record button to capture a malicious conversation. This is done automatically and can be retrieved easily.
Does Echopass provide the ability to record calls at pre set times and also on demand?
Echopass captures all of the calls, which frees customers of determining between pre-set and on demand recording settings. Echopass customers save calls based on selective retention instead of selective recording.
Does Echopass provide the ability search call recordings by date, time, calling party telephone number, or agent number?
Yes. Echopass can use any or all of the following criteria to initially route calls to an evaluator, or be used as ad-hoc search filters:
- Agent Name/ID
- Date and Time
- Extension
- ANI
- DNIS
- Call Length
- Call ID (switch or middleware provided)
- CTI “private data” (e.g. account number, claim number, etc.)
- User annotated data (e.g. tagged call)
- Line of business, where line of business is determined by the system based on such criteria as DNIS, agent group, etc.
Does Echopass provide Advanced Speech Analytics?
Yes. Echopass Speech and Data Analytics include:
- Trend Analysis
- Root Cause Analysis
- Analytics-driven workflow
Does Echopass provide Agent Scoring?
Yes. Echopass provides powerful agent scoring features designed to increase the effectiveness of the quality monitoring process.
The agent scoring module includes Quality Monitoring Forms and a fully featured Evaluation Tool.
Impact 360 is a unified, analytics-driven and enterprise-enabled application that combines the power of analytics with the advanced quality monitoring.
Advanced call recording, data recording and screen recording.
Does Echopass provide for both inbound and outbound call recording?
Yes. Echopass supports both inbound and outbound calling scenarios for agents by capturing, storing, analyzing, and managing contact center interactions.
Calls can be recorded and played back, including audio and agent screens
Contact center recordings can be selectively retained.
Reporting and analytics capabilities are also provided to enable evaluation of trends and customer experiences.
Does Echopass provide the ability to mark recorded calls to prevent them from being purged?
Yes. Echopass includes user defined “Fulfillment Rules” to analyze if the system should retain or purge calls.
Does Echopass provide agents the ability to record malicious conversations on demand?
Yes. Echopass captures all calls so agents don’t have to worry about pressing a record button to capture a malicious conversation. This is done automatically and can be retrieved easily.
Does Echopass provide the ability to record calls at pre set times and also on demand?
Echopass captures all of the calls, which frees customers of determining between pre-set and on demand recording settings. Echopass customers save calls based on selective retention instead of selective recording.
Does Echopass provide the ability search call recordings by date, time, calling party telephone number, or agent number?
Yes. Echopass can use any or all of the following criteria to initially route calls to an evaluator, or be used as ad-hoc search filters:
- Agent Name/ID
- Date and Time
- Extension
- ANI
- DNIS
- Call Length
- Call ID (switch or middleware provided)
- CTI “private data” (e.g. account number, claim number, etc.)
- User annotated data (e.g. tagged call)
- Line of business, where line of business is determined by the system based on such criteria as DNIS, agent group, etc.
Does Echopass provide Advanced Speech Analytics?
Yes. Echopass Speech and Data Analytics include:
- Trend Analysis
- Root Cause Analysis
- Analytics-driven workflow
Does Echopass provide Agent Scoring?
Yes. Echopass provides powerful agent scoring features designed to increase the effectiveness of the quality monitoring process.
The agent scoring module includes Quality Monitoring Forms and a fully featured Evaluation Tool.
Calls can be recorded and played back, including audio and agent screens
Contact center recordings can be selectively retained.
Reporting and analytics capabilities are also provided to enable evaluation of trends and customer experiences.
Yes. Echopass includes user defined “Fulfillment Rules” to analyze if the system should retain or purge calls.
Does Echopass provide agents the ability to record malicious conversations on demand?
Yes. Echopass captures all calls so agents don’t have to worry about pressing a record button to capture a malicious conversation. This is done automatically and can be retrieved easily.
Does Echopass provide the ability to record calls at pre set times and also on demand?
Echopass captures all of the calls, which frees customers of determining between pre-set and on demand recording settings. Echopass customers save calls based on selective retention instead of selective recording.
Does Echopass provide the ability search call recordings by date, time, calling party telephone number, or agent number?
Yes. Echopass can use any or all of the following criteria to initially route calls to an evaluator, or be used as ad-hoc search filters:
- Agent Name/ID
- Date and Time
- Extension
- ANI
- DNIS
- Call Length
- Call ID (switch or middleware provided)
- CTI “private data” (e.g. account number, claim number, etc.)
- User annotated data (e.g. tagged call)
- Line of business, where line of business is determined by the system based on such criteria as DNIS, agent group, etc.
Does Echopass provide Advanced Speech Analytics?
Yes. Echopass Speech and Data Analytics include:
- Trend Analysis
- Root Cause Analysis
- Analytics-driven workflow
Does Echopass provide Agent Scoring?
Yes. Echopass provides powerful agent scoring features designed to increase the effectiveness of the quality monitoring process.
The agent scoring module includes Quality Monitoring Forms and a fully featured Evaluation Tool.
Echopass captures all of the calls, which frees customers of determining between pre-set and on demand recording settings. Echopass customers save calls based on selective retention instead of selective recording.
Does Echopass provide the ability search call recordings by date, time, calling party telephone number, or agent number?
Yes. Echopass can use any or all of the following criteria to initially route calls to an evaluator, or be used as ad-hoc search filters:
- Agent Name/ID
- Date and Time
- Extension
- ANI
- DNIS
- Call Length
- Call ID (switch or middleware provided)
- CTI “private data” (e.g. account number, claim number, etc.)
- User annotated data (e.g. tagged call)
- Line of business, where line of business is determined by the system based on such criteria as DNIS, agent group, etc.
Does Echopass provide Advanced Speech Analytics?
Yes. Echopass Speech and Data Analytics include:
- Trend Analysis
- Root Cause Analysis
- Analytics-driven workflow
Does Echopass provide Agent Scoring?
Yes. Echopass provides powerful agent scoring features designed to increase the effectiveness of the quality monitoring process.
The agent scoring module includes Quality Monitoring Forms and a fully featured Evaluation Tool.
Yes. Echopass Speech and Data Analytics include:
- Trend Analysis
- Root Cause Analysis
- Analytics-driven workflow
