> Products > NiceAdvantage
> Features
Scheduling and Recording
- Scheduling parameters: by agent, group, type of interaction, time, day of the week, month, wrap time, CTI data or defined time intervals
- Real-time monitoring
- On-line status of agents' calls and e-mails
- Resource Management for on-line view of recording channel allocation
Forms Designer
- Create custom on-line monitoring forms
- Customizable drop-down lists
- Subsection forms for skills-based scoring
- User-definable scoring and weighting formulas
- Export forms for installation in other locations
Playback
- Locate recording using more than 50 different search parameters
- Playback via phone, speaker or LAN
- Synchronized playback of voice and screen
- Skip silence for total productive playback time
- Save voice calls to *.WAV and *.AUD files, or save synchronized voice and screen to *.AVI files
- Recordings attached to each completed evaluation
Reports and Graphics Capabilities
- Crystal DecisionsTM reports engine
- More than 40 standard reports and color graphs
- Automatic report distribution via e-mail
- Export reports to Excel, Word, PDF, RTF, XML formats
System Administration
- Upload utility for WFM data
- Ability to restrict access down to specific fields
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