QC Audit Comments

[smead]

I just discovered this feature and HOLY COW! How did I not find it before? It never made sense to me why there is a comment field there that deletes itself after hangup is pressed. WTH is the point in that?? LOL.

Anyways, this feature is beautiful but has one flaw that I see. There is no date/time stamp along with the comments, just the user id. Is there a way to add this?

So instead of reading:
"user 101:
These are my notes"

it would say:
"10/30/2013 01:11:43 user 101:
These are my notes"

[williamconley]

Would require a minor modification to the scripts. I don't remember which one, but it runs after the call is hung up. Up to now, no one has requested such a change but that was anticipated .. just never implemented.

[smead]

Just a thought... I know some things can sound so simple but be a whole other story to implement, but could the comments or timestamp display as a clickable link, and have the link direct to the recording? This would be a really cool feature, don't know if it would be worth a lot of investment though.

[williamconley]

It could be arranged, but where would you want the link? In the admin interface or the agent? Or both? Note that it is not normal for agents to have access to recordings ...

This would require that the QC system snag the recording ID while it is being recorded, but since the recording should be well underway at this point, it could be quite doable. If someone pays for it ... or if it is entered as a Feature Request and acted on some day. Since PoundTeam built this implementation of QC, it may not be realistic to expect anyone else to upgrade it for fun, though. LOL

[smead]

What would you estimate this to cost, William?

Also, could the comment field data and the call notes field data somehow be merged? This way callbacks would have viewable notes without having to pull up the preview screen (which then requires the call to be dialed and redispositioned). Or perhaps you've made this happen for other companies using a different method?

[smead]

I should clarify... not the recording link, but the call time stamp

[williamconley]

I should clarify... not the recording link, but the call time stamp

I have no idea what this references. Maybe I'm reading faster than you wrote it ...? LOL

What would you estimate this to cost, William?

Also, could the comment field data and the call notes field data somehow be merged? This way callbacks would have viewable notes without having to pull up the preview screen (which then requires the call to be dialed and redispositioned). Or perhaps you've made this happen for other companies using a different method?

Cost for modifying to include a timestamp (which, actually, I thought was there already?), should be fairly low. A couple hours (mostly testing and getting into the project).

Cost for modifying that timestamp to be a link to the recording for the conversation that just happened ... would require some in-depth research that would be fairly similar to DOING IT. Probably 3-5 hours of research/implementation.

Merging the comment field data and the call notes field data could be a bit more tricky, but depending on storage methods could actually be simple to implement. As long as you mean to view both in that same view window (intermingled, sorted by date).

Then the question is where to store the preference for this option. It may take about three hours to get it done ... but it may take a couple more to get a preference in place to turn it on/off (unless you just want it in your system and not an upgrade to the system ... which is bad karma! LOL).

Dollar pricing depends on service level, of course, since hourly rates vary by response time (service level).

[smead]

It never made sense to me why there is a comment field there that deletes itself after hangup is pressed. WTH is the point in that?? LOL.

I finally realized why this happens. The notes don't actually delete themselves everytime, only if there isn't at least 1 second of talk time (number called MUST pick up). I didn't test this using a live call, wouldn't of thought that would make any difference. Not sure the strategy behind that, but now that we've figured this out it's much more useful than the audit comments feature. Notes listed under each call date with agent, call time, call length, disposition, all tied together and viewable from the info screen. Excellent!