Replay and Management

Yes. Symphony Personal Assistant is fully scalable to suit your specific company requirements. You can install the client on as many workstations as you like and choose how many people can access the system at any one time by purchasing the appropriate number of simultaneous user licenses.
on 02/21/2014
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Smart Folders are dynamic, filtered folders that display recordings according to predetermined search criteria. Once set up, they will update their contents automatically as qualifying recordings come in. Smart Folders allow Administrators to easily determine which recordings a particular Group or User can access, or they allow users with sufficient privileges to create search folders; enabling them to quickly locate recordings with specific metadata values. Smart Folders can employ single filters for very simple searches or combinations of filters can be used for more complex search criteria.
on 02/21/2014
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Yes. Although the folder based search mechanism is powerful, sometimes you just want to type in a number, agent or other metadata item and have all matching calls returned quickly to you. The Quick Search feature allows you to do this by searching across all metadata fields, eliminating the need for creating a complex search query when perhaps only a few recordings need to be found. Quick Search is cumulative so successive quick searches can quickly narrow down your search results until you find the information that you want.
on 02/18/2014
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Yes. Personal Assistant can be supplied with a footpedal to control play, pause, fast forward and rewind operations, freeing the user’s hands for transcription or scoring.
on 02/18/2014
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Yes. Personal Assistant has a full featured interface for adding notes to recordings and a simple mechanism for adding and removing tags, allowing recordings to be grouped together in searches. Other metadata items can also be edited using the powerful Custom Metadata Editor feature of Personal Assistant. This can be used to control workflow and assign recordings to transcribers, scorers or managers.
on 02/18/2014
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Yes. Bookmarks can be added to any mark points of interest during a recording and these bookmarks will persist along with the recording until altered or removed by a user. The ability to add and remove bookmarks can be assigned or revoked from any user or user group in Personal Assistant by an Administrator.
on 02/18/2014
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Not at all. Unlike some recording solutions, Personal Assistant streams data from the Symphony server rather than downloading and then replaying the call. This means that a user can start listening to a call at any point during the recording without having to wait for the entire call to be downloaded first. The player is integrated into Personal Assistant allowing for quick and smooth operation.
on 02/18/2014
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Yes. Symphony has no restriction on the number of calls that can be replayed simultaneously. This allows a user to listen to multiple calls as if they are a single entity. This feature is useful if a call has been transferred across multiple agents and appears on multiple extensions over time.
on 02/18/2014
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Yes. Personal Assistant includes a time line view that displays a visual representation of recordings across all selected sources arranged horizontally by time. Recordings can be replayed directly from this view by double clicking any visible recording.
on 02/18/2014
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Yes. Symphony Personal Assistant displays both completed and in progress recordings in the same list view. This enables users to replay in progress recordings as well as completed recordings for all media types. Personal Assistant is also able to live monitor one or more recordings sources so that any new calls that are started will automatically start replaying, this is useful in allowing managers to monitor agent performance in realtime.
on 02/18/2014
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Yes. The Symphony security model treats all users and groups as specialized search folders so any search criteria may also be assigned to a user or group, restricting the user or group to only being able to view those recordings. This may be as simple as users being configured to only be able to view calls made using their agent ID or it could be something more complex such as only being able to view emergency calls made during certain time periods. The configuration possibilities are endless.
on 02/18/2014
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Yes. Personal Assistant features can be enabled and disabled for either individual users or for entire user groups. For example a group of users may have permission to remove and replace archive media but only a single user has permission to erase archive media.
on 02/18/2014
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Yes. Users can be grouped together to reflect real-world teams and groups. Access to recordings and features can be assigned or revoked based on group membership. Groups and users are hierarchical to allow for simple management of large groups which may contain several sub-groups.
on 02/18/2014
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Symphony Personal Assistant is compatible with Windows XP and all subsequent versions, up to and including Windows 8.1.
on 02/18/2014
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