Tuesday, July 17, 2007

Use SMDR integration to gain additional insights

There are two main reasons you might integrate your phone system's SMDR feed with your call recording system.

1) Many of our call recording projects utilize random sample recording to obtain a number of recordings per agent per month. Random sample recording is typically more affordable than 100% call logging in that less recording channels and servers are needed. Random sample recording yields enough recorded interactions to satisfy the quality assurance initiative.

In the past, random sample recordings were scheduled as a block of time recording. Block of time recordings can end up containing multiple calls, or can end up missing the starts and stops of some calls, or even dead air. Block of time will get the job done, but you gain a tremendous amount of efficiencies when you begin recording call-by-call.

Most phone systems have a Station Message Detail Recording(SMDR) feed which can be tapped to yield the start and stop of calls. Using SMDR, your company can record entire calls from start to finish instead of as block of time.

2) The other major reason to use SMDR is when you are doing trunkside or T1 recording of your phone traffic. You can use the SMDR feed to tie the phone calls to the appropriate agent.

Even more data can be captured when CTI integration is implemented. Information such as customer data is then associated with the interaction. CTI enables "cradle to grave" recording as well, following the call as it passes through departments.

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