General information¶
System functions¶
Heedbook service has the following options:
Manager role¶
- Company registration and payment
- Adding and blocking accounts of company staff
- Connection to workplaces (supervising customer service in real time)
- Creating words and phrases (scripts) for frequency of use analysis
- Receiving PUSH-notification about events on the frontline
- View reports on dialogues (employee, beginning time, duration, text content, video, integral satisfaction index, mimics analysis, percentage of attention, speech and voice analysis)
- View reports on company (blocks «Quality of Service», «Efficiency», «Text Analysis») for all dialogues conducted for the selected period up to the level of each employee
- View employee ratings by the average client satisfaction index, workload, percentage of compliance with scripts
- View customer profile (by gender and age)
Employee role¶
- Selection input video and audio devices
- Beginning and end of session
Technical requirements¶
- Browser Chrome/Firefox/Opera, Internet channel from 0.8 Mb/sec (for Manager and Employee roles)
- Free USB 2.0, webcam with resolution from 640*480 and high-quality audio (for Employee role)
Safety and data storage¶
The system uses a cryptographic protocol and safe Microsoft data storage. The information is stored in the Azure BLOB storage: video and audio stream – 1 day, dialogues and photos – unlimited.