The customer had three data sources that needed to be checked for proper voice recording compliance.
- Dealerboard configuration of the traders and their respective private wires/connections, this includes pre-set diversions and button configuration;
- Active Directory containing the organisational structure and cost centres;
- External database which contained additional trader information including whether they should be set-up for recording.
While it was possible to check all three, it was a time consuming and laborious task.
Each data source was looked after by different departments and any inconsistencies needed to be shown for compliance.
As LUMBERJACK was already logging the call data from the Dealerboard, it was expanded to record the voice recording settings for each agent on a customisable frequency, ( daily, weekly ).
This allowed for a report to be created on LUMBERJACK showing the settings for all traders on a customisable frequency. Creating seven more user defined fields in LUMBERJACK (five for agent settings and two for duration settings), we were able to import the final two external data sources.
This allows us to create reports that reflect all three data sources in a single report. While the report did not contain any call data it could be added if required. It would also be possible to setup filters on the report to show only inconsistencies, but the customer preferred to have all traders shown. This report could then be emailed over to the compliancy section.
The benefits are
- Having a single report makes it easy and obvious to show compliance.
- As reports are recorded, we are expanding the compliance report to include a comparison. This will make it easy to show any alterations from one report to the next. We will discuss this at another point.