Automated Desktop Recording (ADR)

Automatic Desktop Recording (ADR) allows supervisors to automatically record and review agent sessions so that they can monitor quality and improve agent performance. ADR is configured by an administrator in LinkLive admin. Once configured, Supervisors running LinkLive in either a browser or Desktop Windows will access LinkLive Reporting from the Reporting icon, navigate to Call Detail and click ADR to listen to session audio and view the agent’s desktop, e.g. for chat sessions, for the recorded sessions. The ADR playback screen will then appear.

• Supervisors can use LinkLive.app in a browser or Desktop Windows. They must have access to LinkLive Reports

• Agents must be using Desktop Windows or Communicator

• ADR needs to be configured on LinkLive Admin. Additional fees may apply.

• Please contact LinkLive support for additional information or support in configuring ADR.

For ADR to function correctly and display the ADR button for reviewing parties (Workforce Managers), all HG agents must use the desktop version of ll.app.

Reviewing parties (Workforce Managers) may use either the desktop or browser version. However, moving forward, all CEP users should be required to use the desktop version of ll.app, as it also supports full functionality for supervisor monitoring and session joining.

Key requirements:

• All HG users must use the desktop version of ll.app.

• If an HG user accesses ll.app via the browser, the ADR button will not appear for the reviewing party.

• Reviewing parties for ADR sessions may use either the desktop or browser version of ll.app.

 

 

ADR button image for reference: