Knoah Solutions

Overview

Knoah Software

Workforce Management

Knoah Voice Technology

Knoah Network

Knoah uses Cisco's VOIP technology to deliver high quality voice to our clients. We have augmented the core Cisco product's capabilities with web-based silent monitoring, recording, or screen capture. Despite the fact that we record all voice calls using this technology, we have found it valuable to support silent monitoring of agents as well. This feature is typically used by clients and executives who want a real time view of agents as they are taking a call. We have created a unique web-based interface for monitoring the active call queue and for listening to the calls through a standard web browser.

By enhancing the VOIP technology ourselves, rather than relying on a third-party vendor, we provide our clients with a cost-effective solution that delivers robust functionality and dynamic administration capabilities. The screenshots below show these functions.


	Figure: Employee Summary

Along with tracking the history of our employees, we are also able to measure their attendance and availability each day. The agents have a desktop application that they use to log their current status for lunch, breaks, and work time. These stats are collected and made available to shift managers and team leads to get a snapshot of who has been doing what.


	Figure: Voice Agent Silent Monitoring


	Figure: Web based Silent Monitoring

An additional feature of the web-based monitoring application is that listeners can provide instant coaching to agents through a feedback instant message. Again, the faster feedback makes it to the agent, the faster corrective action can be taken.