Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.

The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.

What???

Continue reading Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Using Eyebeam with G729 codec on Asterisk based systems

Asterisk is modular and has so many incredible built-in applications. Modern day call centers require a lot of functionality and, Asterisk provides a contact center platform that is truly versatile, at tremendous cost savings.  Live listening in Asterisk is an exciting feature for call center managers. Live listening is not new but Asterisk makes it much more accessible with its chan_spy. G729 is a popular codec (you can purchase G729 license from Digium) which reduces bandwidth consumption to around 45 Kbps per channel. When bandwidth costs are at a premium G729 can provide a 50% savings. Agent phones using G729 can minimize transcoding and reduce system load on Asterisk. Eyebeam, the licensed full featured version of X-lite, is a popular soft-phone with inbuilt G729 codec. Continue reading Using Eyebeam with G729 codec on Asterisk based systems