A flashback to our original "ACD Agent Monitoring System", which eventually led to the development of Virtual Observer, made big news in 2000 when we first added "evaluation" functionality.

Coordinated Systems, Inc. Announces Agent Evaluation Database for the ACD Agent Monitoring System.

East Hartford, CT -- January 15, 2001 CSI-Data Collection Resources, a leading developer of automated ACD voice and data solutions for call centers, announces the introduction of Agent Evaluation for the ACD Agent Monitoring System, an interactive voice recording software application for proactive call center management. ACD Agent Monitoring System with Agent Evaluation is a cost effective solution that records the agent conversation permit the on-line entry of agent evaluation directly into a statistical database.

The Agent Evaluation Application is designed for Call Center Managers to evaluate employee performance and make necessary adjustments to increase productivity. By storing all evaluation results in a statistical database, agent performance can be analyzed over a period of time. Only by analyzing performance can you be assured that your agents skills are being utilized to their fullest.

When combined with the Agent Monitoring System's voice and screen capture recording capability, CSI-Data Collection Resources has delivered a truly cost effective and useful system that can benefit call centers of any size or complexity.