In CallGuide Recording your organisation can, depending on your technical solution, record both incoming and outgoing telephone calls. See Rules for Active Recording and Passive Recording
In CallGuide Recording the interaction concept is used to describe a customer contact, e.g. a telephone call. Depending on technical solution a telephone call can result in several additional interactions, such as from enquiry and conference.
In CallGuide Recording Quality Management the call recordings are used to further develop of the quality of customer care. Call analysis can be performed with various tools:
In this help web you find brief information about the CallGuide Recording Quality Management concept, and in more detail how you as an agent uses My Universe; your tool in NICE Engage®.