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How Nuqleus captures the data
 Nuqleus comes with built-in integration with Envox CTConnect, providing industry standard CTI links with most Telecoms vendors, including Avaya, Meridian, Alcatel etc.
The CTI enabled version of Nuqleus automatically tracks and captures Call ‘events’ as they happen, and is configured to prompt an Agent to select answers from a series of pre-designed “Drill Down” questions.
The Nuqleus information is collected with minimal Agent effort, during the wrap-up phase of each Call, through a flexible and intuitive user interface with a very low Agent training requirement.
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The Nuqleus data trapping application, Nuqleus Desktop, is a small Windows based application installed on an Agent's PC and incorporates Windows Authentication for enhanced End User security and a hot-desking capability.
The Nuqleus information is collected with minimal Agent effort, during the wrap-up phase of each Call, through a flexible and intuitive user interface with a very low Agent training requirement.
The Nuqleus Desktop application ensures the Agent captures required information quickly and accurately. Answering a typical set of “Drill Down” questions, perhaps up to five dimensions (or layers) of measures, takes no more than 5-6 seconds per call in a typical deployment.
An agent taking 80 calls in a typical day would therefore spend 440 seconds or 7.3 minutes inputting information. This ‘overhead’ becomes embedded into the call operation, ensuring quality procedures are followed and capturing invaluable metrics.
Quality Control
From a quality control perspective, there are two main ways in which an Agent’s usage of Nuqleus can be audited to ensure data confidence.
- Within the standard reporting capability of Nuqleus, indicators are included detailing each agent’s...
a) “average answer time” – how long the agent is taking to answer the “Drill Down” questions,
b) “answer accuracy” – the number of occasions that the agent does not fully complete the “Drill Down” questions prompted.
Both of these indicators are captured by Nuqleus and are important quality control factors in ensuring data confidence.
- The scheduled use of Quality monitoring tools, where a sample of recorded calls are played back, as the answers to the “Drill Down” questions are checked to see if they were captured correctly by the agent in context to the Call’s nature and content.
Full customisation of the Nuqleus Desktop settings and features is provided, even on a per End User basis. This allows for Teams of Agents to be set-up with either standardised or individual settings.
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