The Verint® (formerly Mercom) Audiolog™ solution includes the IRIS Scheduler, which provides total control of
Audiolog voice and screen recording. IRIS Scheduler allows you to assign profiles to groups of agents that are used to determine the type of calls to be recorded based on call information received from the CTI (Computer Telephony Integration) link. You can selectively record calls by CTI criteria filtering that includes: incoming / outgoing calls, internal / external calls, CLID, DNIS, and Routes.
IRIS allows you to define rules for the percentages of calls matching the assigned criteria to be recorded and optionally the percentage to be flagged for evaluation with Audiolog Interaction Quality.
For more information about CTI-based Recording, please contact us.
