Hoteling Guest & Hoteling Host
“Hoteling” consists of two separate services: “Hoteling Host” and “Hoteling Guest”.
The first service “Hoteling Host” is used for marking a certain user as a host of a system and allows other users of the “Hoteling Guest” service to use their profile configuration on the system of the main user.
The second service “Hoteling Guest” is used in order to give the user an opportunity to work from one’s profile on the set which has the main user assigned already by the “Hoteling” service. This function is usually used for temporary workers or those who do not have an assigned work station.
Feature is useful for managers or senior agents of call centers. It allows monitoring phone calls between agents and clients. Silent monitoring is usually used for educating purposes, but on continuous basis in order to ensure the quality of service provided to clients and to improve productivity. At the same time, before the connection with the agent, the caller has to be informed that the conversation will be monitored with the purpose of improving service. The agents however are not aware of the fact that they are being monitored.
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