Capturing Screen Data - Help with the Call Monitoring Process

Capturing audio and screen activity is a good start to a call recording and quality monitoring program. However, for an effective program you need more information about the transaction so you can link it to a customer, or a claim, or a work order.

You need to know more about the transaction so you can search for it and find it later. Some information is available from the phone system and logged with the call by default.

However, in most cases, this is not enough. In order to capture more information about each phone transaction, the application should be configured with the following data capture capabilities: