User's Manual

General Information Guide - Release 3.1
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Mitel Networks 6170 Contact Center Quality Monitoring
Mitel Networks 6170 Contact Center Quality Monitoring provides contact centers with the tools
required to record calls for liability purposes and/or evaluate the quality of an agents work, measure
performance and improve the response of the agents.
Call Recording features include:
• 8 - 128 channels
• Support for thousands of networked channels
• TCP/IP, NET BIOS, Token Ring, Ethernet support
• Standard 1000 hour hard disk
• Loop Playback facility
• Remote diagnostics and service
• Simultaneous record and playback from the active archive media
• Record Mode; Cascade, Sequential, or Parallel
• Compression Rate: 15,24, 32, 40, 64 Kbps selectable per channel.
Quality Monitoring features include:
• Split screen master detail hierarchy for all information at a glance
• Organized Agents and supervisors with all relevant data into organizational structure
• Easy custom forms generation for evaluating and grading quality on your criteria
• Sessions playback in full multi media integrated through browser for easy evaluation
• Full multimedia support for voice, email web-chat/ web collaboration, video, fax etc.
• Scheduler that gives resource allocation forecast and allows you to choose among criteria;
random, scheduled, event or rules based
• Reporting Module that allows the user to quickly and easily generate reports as narrowly or
broadly as is required. From an individual call to an aerial view of the contact center.
Mitel Networks 6180 Contact Center Media Costing
Mitel Networks 6180 Contact Center Media Costing provides the supervisor with all the tools they
require to keep track of communications costs.
• Telecom Billing System
• General Cost Allocation System
• Consolidated Reporting System
• Internet Reporting System
• Web-based Reporting.