ZOOM is pleased to announce the release of version 4.8 of the ZOOM QM Suite. This major release follows the last release in a matter of a few months and the complete ZOOM team has delivered an amazing job.
This release brings you more choice in database platform, enhanced Genesys Recording and a number of ScreenREC enhancements highlighting ZOOM’s continued focus on providing Enterprise support with Enterprise class product scalability and reliability.
In addition to the above, ZOOM ScoreCARD has undergone a number of UI/UX changes and the ZOOM PCI-DSS feature set has been enhanced. Last but not least, the products from the QM Suite are now available in Spanish and French.
Read a detailed description of this release below.
Oracle Support
Enjoy the freedom of choice between using the embedded PostgreSQL database or installing the connectivity option when using your own Oracle database. The choice between PostgresSQL or Oracle may depend on your sizing requirements or internal standards for database software.
Customers have the option to use a mixed deployment using for example PostgreSQL on distributed recorders and Oracle on the Replay Server.
Genesys Enhanced Passive Recording (EPR)
EPR combines active capturing of signaling and passive capturing of voice using the Voice Monitoring API, which is a part of the Genesys Platform SDK. This recording method provides a more stable and reliable method of call recording on the Genesys platform without any risk of data loss as all signaling events are reliably handled by the “active driver”.
EPR integrates two different recording components – the protocol driver and the integration module – into one single and easily manageable component ensuring that attached metadata is consistent and that delivery and completeness of recording data is guaranteed.
ScreenREC Features and Enhancements
A number of ScreenREC enhancements have been implemented to offer more configuration options and to improve stability and performance.
- Key frame rate configuration
Select a higher or lower key frame rate in order to improve options to seek in recorded videos or for further processing. - Support of MPEG4-2 codec
Next to the existing support of the H.264 video codec, support for MPEG4-2 support has been added. MP3 remains the available format for the audio part of recording. - Mouse pointer in the encoded video
ScreenREC can now capture the mouse position and the mouse cursor is rendered into the final processed video. - Status indication for on-demand video files encoding
The ScreenREC UI will now clearly indicate the status and progress of video file encoding. - Enable / disable on demand encoding
Depending on your hardware or storage utilization requirements, the administrator may now enable or disable the possibility to encode videos on demand. - Media Encoder scalability over several instances
In high-availability architectures the Media Recorder can now distribute the encoding process between itself and all of its slaves using a weighted round robin algorithm.
ScoreCARD Features and Enhancements
New Features
- Screen an interaction before adding it to an evaluation
The media player has been added to the call selection screen providing users a tool for screening interactions before assigning them. This will save time and reduce the possibility of assigning incorrect interactions. - Allow or disallow agent view of evaluations scores
The choice to display or hide scores from agents is now at the discretion of the management and supervisors may now decide to discuss evaluation scores with the agents before they’d be able to view their scores.
UI/UX Enhancements
Based on user-feedback, the ScoreCARD UI is enhanced to provide better usability and an improved user experience. This release brings you:
- Enhanced user and group selection
Select a whole family within a group by selecting the parent group or select a group without affecting the child groups. Groups will now be represented in a tree format and will be noticeable in charts, exports, and the evaluation planner. - Added search capability by calling and called number
Use these criteria in the “add specific interactions” search options and to search for calls using specific phone numbers. - Audit log report provides tool tip text containing the entire audit log line.
- Addition of All/None selection to the agent skills list
Speed up the selection by selecting all or none of the agent skills instead of manual selecting agent skills. - A static colon in the evaluation planner sub-criteria
Adding a minimum and maximum recording length to aid users when planning evaluations using sub criteria.
Reporting Enhancements
An HTML version of the Evaluation Detail report in the evaluation list has been created providing more insight into evaluation data.
This latest enhancement completes the removal of Crystal Reports from ScoreCARD. All reports are now available as Flash or HTML pages with an Excel export option.
Fixes and improvements of PCI-DSS related features
A number of minor improvements in various PCI-DSS related features have been realized. These enhancements mostly concern the Key Manager and include:
- Enhancements to the PCI-DSS setup and configuration GUI
- Possibility to create a self-signed certificate and keys during setup
- Increased number of options for the re-encryption process
- Possibility to force a CRC check before sending files to the user
- Provisioning of a web service for Pause and Resume functionality
Read more about the ZOOM QM Suite PCI-DSS feature set on the ZOOM website.
Now 13 languages supported !
The following new languages have been added: Spanish and French which sets the total number of supported languages on 13 !
All available languages are now consistently implemented across the whole product suite to make all product UIs available with the same language options.
This release and supporting documentation has been made available via the ZOOM Partner Portal and a 30 day trial version using a VMware Virtual Appliance can be requested via the ZOOM website.
