Recording using "agent observe"

'Agent observe', 'silent monitoring' or 'barge in' is a function of the phone system that enables a supervisor to punch a code into their handset along with the extension number of the agent. This is often used in conjunction with ACD screens and allows a supervisor to silently monitor a call without the agents knowledge.

Retell can provide single line recording equipment that enables the supervisor to utilise the 'agent observe' facility whilst at the same time recording the call providing a cost effective and efficient means of improving call handling quality.

Some single line recording equipment may pick up background noise via the supervisors handset or headset when using this means of recording.
Retells extensive knowledge of the call centre and training market has resulted in the development of the Intelligent Recording Interface which was designed to eliminate background noise by means of a mute button which cuts out the handset or headset microphone whilst recording. It gives superb recording quality, is compatible with the majority of handsets and provides perfect balance between both parties however it is used. A more technical description is on our Phone Recorders page.

See the following products which contain the Intelligent Recording Interface:

• Retell 703N high quality sound standard cassette recording with Intelligent Recording Interface
• Retell 957ADV Telephone Call Recording Software with Intelligent Recording Interface
• Retell 650 Intelligent Recording Interface by itself for use with your own recorder