Daytronik Solutions

Eventide MediaWorks™ Client Software

Advanced Desktop Software for Multi-Channel Replay, Live Monitoring, and Management of Incident Recordings

Overview
Eventide MediaWorks desktop software allows you to easily search and replay across multiple recorders, and to re-create and save complex incidents that involve multiple calls. MediaWorks software permits quick call browsing & replay, and includes an advanced two-dimensional graphical timeline view, simultaneous multi-channel replay, spoken date & time announcements, advanced incident recording management features, and much more.

Powerful Search Tools
Simple yet powerful search and filter capabilities enable you to quickly identify desired recordings, or you can locate calls by any individual record parameter, such as channel or call start time. The result set can be sorted by criteria, and search queries can be saved and named for ease of future recall.

Graphical TimeLine View
MediaWorks software’s graphical timeline helps you quickly visualize the relationships between multiple recordings that span multiple channels. To help navigate within the graphical timeline, MediaWorks software includes convenient scroll and zoom controls for each axis, as well as an innovative “rubber band” tool for quickly selecting a block of calls. Selected calls can be copied to a separate incident window or tab that has its own graphical timeline, or may be directly exported for use as evidence.

Incident Recording Management
MediaWorks lets you easily organize groups of related calls into saved incidents. Each incident can be managed on a dedicated window (or tab) with its own graphical timeline view – allowing you to manage multiple incidents on the same screen. As additional calls are located, they can be copied via drag & drop into an existing incident, allowing you to build-up the complete set of relevant calls. For ease of future recall, incidents can be saved locally on the user's desktop PC or saved remotely on the source recorder. Saved incidents can be password-protected to prevent unauthorized access and replay.

Protection from Deletion
MediaWorks software allows you to prevent selected recordings (or each recording in an incident) from being automatically deleted from the source recorder; simply select one of the “Protect” menu options. Protection helps assure that critically-important recordings are retained and available for future reference.

Export, Email, or Burn to CD
Authorized users can export an incident’s recordings to a variety of file formats, email them as attachments, and/or burn then to CD for evidence or archive purposes. Options include exporting the calls as individual files, as a single file for each timeline grouping (e.g. channel), or as a single file for the complete incident. In addition, the exported content can include a talking time announcement that indicates when the export occurred. The exported data can also include a text file list of all recording files contained in the export. For convenience when performing future export tasks, each user’s export settings can be saved as presets.

Portable Incident Replay
MediaWorks software can be installed on a portable laptop for incident replay in the field or in a courtroom. While replaying an incident that was saved as a collection of individual recordings, you can view the matrix of calls on the software’s graphical timeline and use the full set of playback controls including pitch-corrected variable speed, skip forward, skip back, mute, AGC, and more.

Desktop Instant Recall
MediaWorks software includes Instant Recall capability with pitch-corrected variable speed replay. The Instant Recall tab provides a real-time visual indication of recording activity on a channel; simply select the top-most call to listen to the current or most recent call. You can also select from a list of recent calls on the permitted channel(s). Authorized users can directly export selected recordings from within the Instant Recall tab.

Multiple-Channel Live Monitoring
MediaWorks software includes multiple-channel live monitoring, allowing you to listen to multiple audio sources at once.

Secure User Access to Recordings
MediaWorks software secures access to recordings based on user names & passwords, in order to protect recordings and related data. Authorized users can view, search, and replay only from those channels for which permission has been granted.

Standard Reports
MediaWorks allows you to view and print a range of standard reports that help to document evidence and measure channel and storage activities. The Call Records Report provides a record of the metadata for each call (or the selected calls) from an active search. This report can be used to accurately document the metadata for recordings that are exported for research or evidence. The Channel Activity Summary Report shows a recorder’s channel activity by date range, allowing you to review call count and duration data for each channel. The Daily Statistics Summary Report details the storage and archive activity on a selected recorder, by individual date(s). The Channel Activity Report provides call-count data per selected channel on a recorder, by date range.

Real-Time Monitoring of Recorder Status and Alarms
MediaWorks software includes a Recorder tab that acts as a console for real-time monitoring of archive status and alarms at each connected recorder. New alarms are signaled via a message box and optional audible alert, and can be acknowledged directly from the MediaWorks software. Alarm details include date/time, text description, severity level, and acknowledgement date/time and identity.

Features
Eventide MediaWorks provides an outstanding array of desktop tools for secure replay, instant recall, live monitoring, management of incident recordings, exporting and burning CD’s, reporting, alarm notification, and more.

• Secure user access with passwords protects sensitive recordings
  

• Access, search, and replay across multiple recorders simultaneously
  

• Access and replay calls from archive media
  

• Simple yet powerful search and filter capabilities
  

• Search queries can be saved and named for future recall
  

• Record view provides allows simple call browsing & replay
  

• Playback of individual or multiple calls
  

• Grouped playback for synchronized call & screen replay
  

• Graphical timeline view helps reproduce multiple call incidents
  

• Sequential playback of multiple calls
  

• Simultaneous mixed playback of multiple calls on multiple channels
  

• Skip silence option during mixed replay
  

• Toggle control for playback on/off
  

• Skip back and skip forward controls
  

• Next recording and previous recording controls
  

• Looped playback with graphical position markers
  

• Individual volume control for each channel
  

• Individual left/right audio panning control for each channel
  

• Playback AGC to enhance clarity; selectable for each channel
  

• Mute on/off function; selectable for each channel
  

• Variable speed playback with pitch correction; adjustable 0% to 200%
  

• Text annotation note field for each recording
  

• Create CDs or make wave files directly from the application at any time
  

• Organize related recordings into named and saved incidents
  

• Export an incident’s recordings, email as attachments, and/or burn them to CD
  

• Save incidents to local desktop PC or to the source recorder
  

• Protect individual recordings from deletion
  

• Protect all of an incident’s recordings from deletion
  

• Instant recall lets agents and call takers listen to their current and recent calls
  

• Live monitoring of audio and PC screen activity
  

• Multiple-channel live monitoring
  

• Per-channel enable/disable function for on-demand recording control
  

• Real-time alerting of archive status and alarms at each connected recorder
  

• MediaWorks reports help to document evidence and measure channel and storage usage
  

• Multiple incident tabs and windows help organize incident research projects
  

• Ten preset layouts to save user's window and tab configurations.
  

Specifications & features subject to change without notice or obligation.

Eventide MediaAgent™ Client Software

Instant Recall Desktop Software
Eventide MediaAgent instant recall software provides call takers, dispatchers, and agents with instantaneous access to current and recent calls. MediaAgent software also permits live monitoring of channel audio, real-time notification of recorder alerts, and more.

Instant Recall for Call Takers and Dispatchers
MediaAgent software allows instant replay of the current call or the most recent call. You can also select and replay earlier calls that occurred within a defined time window. MediaAgent software can run minimized in the taskbar and will automatically update its call list as new calls occur. Simply double-click the icon in the system tray to restore the application and automatically replay the first call. A complete set of audio controls is included, including pitch-corrected variable speed replay.

Multiple Preset Tabs
MediaAgent software permits you to create multiple Instant Recall tabs, each of which is a preset providing instant access to a particular channel or channel group. Simply switch between tabs to listen to important channels and/or channel groups.

Configurable Time Range
The time window for which calls are available is adjustable (in hours and minutes) for each Instant Recall tab, and can be further limited for security purposes by the system administrator. In addition, a maximum records parameter can be set to further limit access if desired.

Protect Calls from Deletion
MediaAgent software allows you to protect selected recordings from being automatically deleted; simply select one or more recordings, then right-click and select the "Protect" menu option. The protection feature helps assure that critically-important recordings are retained and available for future reference.

Annotate Recordings
MediaAgent allows you to text-annotate individual calls in a "Notes" field. Call takers and dispatchers can use this feature to tag recordings with incident notes or other call-related data.

Export Directly from the Application
Authorized users can export selected recordings to .wav files. The exported files are saved to a user-specified desktop folder, and can be used as email attachments.

Multi-Channel Live Monitoring
MediaAgent software includes live monitoring capability via the Channels tab. You can simultaneously listen to current activity on any number of authorized channels, or use the available "Scan" function.

Secure User Access to Recordings
MediaAgent software secures access to recordings based on user names & passwords, in order to protect recordings and related data. Authorized users can view, search, and replay only from those channels for which permission has been granted.

Real-Time Monitoring of Recorder Alarms and Status
MediaAgent software includes a Recorder tab that acts as a console for real-time monitoring of alarms and archive device status at each connected recorder. New alarms can be signaled via a message box and optional audible alert, and can be acknowledged directly from the MediaAgent software.

Features
MediaAgent software provides Eventide recorder users with secure instant recall, live monitoring, call exporting, alarm notification, and more.

• Instant recall lets agents and call takers listen to their current call and recent calls, across multiple recorders simultaneously
  

• Runs minimized in the taskbar and automatically updates its call list as new calls occur
  

• Secure user access with password protects sensitive recordings and data
  

• Visual indication (via red color) of calls currently being recorded
  

• Configurable time range for Instant Recall
  

• Multiple Instant Recall preset tabs permit quick access to a channel or channel group
  

• Protect selected recordings from deletion
  

• Export recordings to .wav file directly from MediaAgent application
  

• Text annotation "Notes" field for each recording
  

• Multiple-channel live monitoring
  

• Toggle control for playback on/off
  

• Skip back, skip forward controls
  

• Next recording, previous recording controls
  

• Loop playback
  

• Variable speed playback with pitch correction; adjustable from 0% to 200%
  

• Slider control for re-positioning playback
  

• Per-channel enable/disable function for on-demand recording control
  

• Real-time alerting of archive device status and alarms at each connected recorder
  

Specifications & features subject to change without notice or obligation

Eventide MediaCoach™ Client Software

Quality Monitoring & Performance Management Software for Contact Centers
Eventide MediaCoach™ 2.0 software provides contact centers with an advanced set of tools for quality monitoring, performance improvement, and reporting. MediaCoach™ 2.0 software includes built-in coaching and e-Learning capabilities to help contact centers enhance agents' knowledge and skills, and to improve overall performance.

Web-Portal Evaluator Dashboards
With MediaCoach™ 2.0 software, your quality monitoring professionals can manage their evaluation workload, efficiently evaluate agents' calls and related PC screens, measure progress toward evaluation goals, and participate in calibration sessions – all from their personal web-portal Evaluator Dashboards.

Fully-Customizable Evaluation Forms
Evaluation forms are fully-customizable using MediaCoach™ 2.0 software's unique web-based “drag-and-drop” form design tool, allowing your contact center to quickly adapt the QM process to meet the needs of new campaigns, changing regulations, and more.

Coaching Request Tool
If an urgent need for agent coaching is detected during an evaluation session, the evaluator can issue a request for targeted coaching/training directly from the currently open evaluation form. This advanced capability improves workflow, and assures that problem situations are instantly turned into actionable coaching requests.

Automatic Assignment of eLearning Materials
Eventide MediaCoach™ 2.0 software can automatically assign e-Learning materials to agents whenever their score for a specific question falls short of a defined threshold. These e-Learning assignments are links to content such as standard operating procedure (SOP) documents, training presentations, multi-media links, external website URLs, and more. As needs or content change, the e-Learning links associated with questions can be quickly and easily modified – assuring that up-to-date and relevant materials are automatically assigned.

Web-Portal Agent Score Cards
Each agent can access the assigned e-Learning materials via a personal web-portal;Agent Score Card. The Agent Score Card also provides access to coaching invitations, score trend data, and recently completed evaluations.

Web-Portal Coach Dashboards
MediaCoach™ 2.0 software includes a specialized web-portal Coach Dashboard that helps coaches (or trainers) schedule their sessions with agents. Coaches can also attach e-Learning materials for the agent to review prior to a session. At the end of each coaching session, detailed comments can be entered to document the subjects covered and the progress that was made by participants.

Flexible Reporting
Reporting capabilities of MediaCoach™ 2.0 software have been designed to help your contact center measure quality and track improvement trends by individual agent, team, or the entire center. Reports and graphs may be scheduled for automatic delivery, and can be saved, printed, and exported to many standard formats.

Works with Eventide Voice and Screen Recording Systems
MediaCoach™ 2.0 software works seamlessly with Eventide call recording systems. These systems reliably record telephone calls from a wide range of telephone systems, and can optionally be configured to capture the PC screens of each agent position. With Eventide screen capture, your staff can evaluate and improve the ways that agents interact with their desktop applications during and after calls.

Features
MediaCoach™ 2.0 software works seamlessly with Eventide call recording systems. These systems reliably record telephone calls from a wide range of telephone systems, and can optionally be configured to capture the PC screens of each agent position. With Eventide screen capture, your staff can evaluate and improve the ways that agents interact with their desktop applications during and after calls.

• Cost-effective web-based software for quality monitoring, performance improvement, and reporting.
  

• Web-based “drag & drop” evaluation form design tool permits an unlimited number of forms to be created; includes revision control for edited forms.
  

• Each question on a form may include text-based guidelines to help the evaluator fully understand the agent's expected action or behavior. Evaluators can also enter a text comment for each question to explain the question’s assigned score.
  

• Web-portal Dashboard for each evaluator streamlines the evaluation workflow and provides at-a-glance access to QM scores and performance data.
  

• Synchronized voice and screen replay while evaluating calls allows simultaneous review of voice content and the agent's screen activity.
  

• Score-based automated assignment of e-Learning materials to agents assures targeted enhancement of skills.
  

• Web-portal productivity Dashboard for each coach provides a comprehensive set of scheduling and record-keeping tools to help manage the coaching workload.
  

• Web-portal Dashboards for team leaders and supervisors provide convenient access to completed evaluations, scores, and trend data.
  

• Comprehensive set of QM and performance trend reports, with data available by agent, team, or overall contact center.
  

• Web-portal Score Card for each agent streamlines access to e-Learning links, coaching invitations, and recent evaluations.
  

• Calibration capability assures fair and objective scoring across teams of evaluators.
  

• Tightly integrated with Eventide ATLAS and MediaPoint™ call recording systems.
  

Specifications

• Specifications for dedicated MediaCoach server: Server with Intel single/dual 2.2GHz+ Core or Core2 CPU(or AMD equiv.), 2GB+ RAM, 160GB+ HDD, Windows Server 2003 or 2008 Std. Edition (configured with .NET framework and IIS)
  

• Specifications for MediaCoach user Workstations: Windows XP or Vista, Internet Explorer 7 (or IE8 with compatibility mode), 1 or 2+ GB of RAM (depending on other application usage)
  

Specifications & features subject to change without noitice or obligation.