We currently use NICE for our call recordings and screen capture. Our call system is set up to collect queues for many of our clients. We currently have a client who is requesting we increase their screen capture from 10% to 25%. Is there a way to perform this as an admin in the system to collect the 25% from the queue and not the specific agent? Currently it is pulling from the agent, but only returning a small number of the calls they take for this specific client instead of the 25%... my thinking we are scraping based on agent, then queue, which I believe is skewing our results.
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NICE - Screen Capture by queue ability and set up
- Thread starter hshelp
- Start date