'Agent observe', 'silent monitoring' or 'barge in' is a function
of the phone system that enables a supervisor to enter a code
into their handset along with the extension number of the
agent. This allows a supervisor to silently monitor a call
without the agents knowledge.
Retell can provide single line recording equipment that enables
the supervisor to utilise the 'agent observe' facility whilst
at the same time recording the call providing a cost effective
and efficient means of improving call handling quality.
Some single line recording equipment may pick up background
noise via the supervisors handset or headset when using this
means of recording.
Retells extensive knowledge of the call centre and training
market has resulted in the development of the Intelligent
Recording Interface which was designed to eliminate background
noise by means of a mute button which cuts out the handset
or headset microphone whilst recording. It gives superb recording
quality, is compatible with all handsets and provides perfect
balance between both parties however it is used. A more technical
description is on our "Phone
Recorder"s page, and you can listen to some demonstration
recordings on our "Choose
a connector" page
See the following products which contain the Intelligent
Recording Interface:
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