Audiolog Interaction Quality for Public Safety
Verint quality assurance solution for PSAPs and command & control/emergency communications centers
| At A Glance |
|---|
|
Measure and Improve Call Handler Performance
Audiolog Interaction Quality™ is easy-to-use software designed to measure, document, and improve call handling performance. With an intuitive, browser-based interaction assessment tool for call playback and scoring, Audiolog Interaction Quality lets you easily design and create evaluation forms, score calls, calibrate scoring among evaluators, and prepare automatic reports or reports on demand. Audiolog Interaction Quality facilitates compliance with government regulations on call handling evaluation and helps increase operational efficiency and responsiveness.
Intuitive Form Design
Audiolog Interaction Quality makes it simpler to create and tailor evaluation forms to specific objectives and environments. Audiolog features easy-to-use, point-and-click form design templates and allows form designers to view forms as they build them. For greater flexibility, Audiolog Interaction Quality features an array of scoring options, including skill-based calculations, default answers, and a variety of answer types: Yes/No/NA, check boxes, programmable ranges, customizable pull-down lists, etc.
Browser-Based Evaluations and Screen Playback
With Audiolog Interaction Quality, supervisors and managers can easily select, play back, and score calls from a single workspace with minimal training. They can replay recorded screens from call taker and dispatcher workstations, while listening to and evaluating the associated contacts. By enabling evaluators to see the actions that were taken during each contact, screen recording enables them to assess call taker and dispatcher use of desktop applications and defined protocols. Screen recording also enables evaluators to view how call takers and dispatchers have interacted with other media: video, chat, maps, etc.
Scoring can be calibrated among evaluators for more consistent, fair, and effective evaluations.
Comprehensive QA Reporting
Audiolog Interaction Quality provides comprehensive reports on call handling performance, with a variety of standard and customizable reports to meet specific needs. Reports include:
- Detail reports with a view of all evaluation results
- Performance Trend Analysis reports, which chart trends for each section of an evaluation over time
- Daily Evaluator Activity reports, a summary of each manager’s daily activities
- Key Performance Indicator reports, which compare scores against other measurable performance data
- Error reports, at-a-glance summaries with drill-down capabilities for enabling managers to quickly identify skill gaps and coaching opportunities for their teams
For greater flexibility, reports can be viewed on screen, exported into formats that can be emailed as attachments, printed on demand, and scheduled for automatic delivery via email.
Audiolog Interaction Quality enhances visibility to performance in PSAPs and other communications centers and provides these organizations with the basis for improving operational effectiveness and reducing liability and risk.
.png)
Audiolog Interaction Quality is part of Verint’s Impact 360 for Public Safety, a robust portfolio for improving the effectiveness of PSAPs and emergency communications/command & control centers.
No one understands the challenges facing public safety organizations better than Verint. And no one provides a richer portfolio of solutions for increasing situational awareness, improving emergency response, reducing liability, and expediting investigations.
