HigherGround Calibre captures voice, screen metadata from multiple sources. It includes a powerful and intuitive interface for playback of stored media as well as reporting, analytics, Quality Assurance and assessment tools for agent performance. It records and stores voice and agent screens together with the associated metadata and provides a common view of all interactions between agents and customers. Customer satisfaction data can be attached to the call and viewed in the interaction history.
HigherGround Calibre offers a variety of pre-designed reports and allows the customer to easily customize reports and agent grading forms.
Reports analyzing overall performance of the call center, teams or agents can be run on demand or scheduled to be run periodically. Any stored data such as question, interaction number, interaction media, call duration, and more can be used to search, filter, sort or group data. Metrics and key performance indicators can be viewed in a dashboard by table or graphically for visual comparison