Recorded calls using QA_ v8.8

[uconn]

Since the QA configuration does not record 100% of all calls; what would be the best way to determine the percentage of calls I am recording? The scheduler is set to record 100% of all inbound, and 2 interactions for outbound calls. This is a 24/7 call center. We currently have 8 video channels, and 30 voice channels. Can we get up to 80 to 90% of recordings using our current configuration? If not, how many channels, and or loggers are required to achieve this.

 

[ChrisLynch]

Well the simplest way to figure it out is to find out what the maximum number of concurrent inbound calls are - if you do "half hourly reporting" in your centre this should be farily easy.

The number of channels you will need is the same as the maximum number of concurrent calls you receive at any gien time... but then another way to figure it out would to look at how many concurrent calls your inbound trunks can handle.

Regards,
Chris Lynch
mailto:chris@chrislynch.net

 

[MaxG3r]

Hi
I my view you go for recording planner and allotted 80% of the channel depending on the no of extension you have to record. Ex. for 10 agents go for 6 channel ..
if its for an inbound project... allotted one for every station .
and dont forget to remove those agent or group from schedular.
this will hepl for 100% recording

 

[alemoine]

Are you using a complete NiceUniverse solution (NiceLog + NiceCLS + NiceScreen + NiceUniverse) or are you using NiceAdvantage (the "all-in-one-box" limited version of NiceUniverse, using E1/T1 dedicated recording link like DS1 for Avaya).

I'm asking this because you wrote about 8 video channels and 30 audio channels, which sounds like NiceAdvantage to me.

If that is the case, you shouldn't have the whole 30 channels available, but only 8 or 16 (based on the configuration you have) that can be used simultaneously.

Arnaud

 

[uconn]

alemoine, we have the complete NiceUniverse solution. Yes, we currently have 30 voice and 8 video channels.