AMETHYST is a voice recorder with AQM (Agent Quality Management).
It also allow Supervisors to do real time monitoring (when a
agent is on a call) for management of quality service to clients.
Screen shots:
- Automatic:
AMETHYST can take screen shots of an agent desktop, while he is busy on a call. The screen shot activation & intervals are set per agent by the AMETHYST administrator (eg screen shots every 30 seconds). The screen shots are saved with the recording. These screen shots can be emailed or saved. - Manually:
When an AMETHYST Supervisor is logged in and an agent is not on a call, the supervisor can still get a screen shot of what the agent currently has on his/her desktop. This feature is only available on client side recordings. This can be e-mailed or saved.
It is the supervisors responsibility to descide how to store these screen shots, since it is not tied to any AMETHYST database, and therefore no search facility.
Manual screen shots is meant for real time monitoring (supervising) .