Generally, what the agent sees on his desktop will primarily determine the nature of this important interaction. Normally the customer’s information pops up on the agent’s screen, the agent reads from a script and the information given to the agent is entered into a help desk ticket or a CRM application. During the call, the agent is expected to follow the company’s policies and best practices to ensure customer satisfaction and efficient work-flow. But the customer is actually clueless as to what is going on at the agent’s end. But that’s going to change with this software. With PROXY Pro Screen Recording Edition, you provide your customers with a complete picture of what the agent is doing at all times during the call. This can help the agent do a better job as well as speed up the process with the help of the customer, and this benefits both sides.

It also allows you to integrate Proxy’s powerful functionality-including screen record/playback, remote control/access, centralized management and security, and audit trail-into your call center solution.  You can use stealth settings to record agents while they are working to check if they follow the proper procedures or use it for training purposes to control agent desktops during training or live interactions to provide feedback.

Additionally, this software enables screen capture and storage of large numbers of agent desktops simultaneously, without impacting their response speeds. You are probably thinking, “Hmm but how much hard drive do I need to store that kind of data?” Well, not much it seems. The ultra-small recording file that comes in this package records up to 24 hours of continuous screen activity in 1GB or less. You can also convert the recordings to other formats like (.wmv) for playback and editing . The screen recordings can be played in a web browser, or with standard playback options such as Windows Media Player.

In the infancy of networks this issue was even more imperative due to the complexity of handling devices made by different manufacturers. Without a standard method of communication between all the devices and the network, effectively managing a large network would be problematic. For this very reason network standards were introduced that would go across the board for all manufacturers.

Network management now deals with certain standards that govern protocols and how information is handled between network devices and administrators. Within the network management system there are a base of tools that allow for monitoring and control of a given network. The management system view the entire network with all devices attached as one big piece that consists of specific address identifiers and system device attributes.

At the core of any network management system there will be four key elements to its structure. First there will be a management station, the second element is the agent, the third element is the management information base and the final element is the network management protocol.

The management station is usually a standalone device that serves as the human network manager’s interface into the system. This will allow the network manger to see what the current status of the network is and also allow them to control it to a degree. The station should enable easy data analysis and enable autonomous or human intervention for recovery.

The agent in the network system is software located on key devices connected to the network such as routers and network hubs. The agent responds to information requests that usually originate from the human operator at the management station.

The management information base acts as the collection point for all the networks access points. It is able to perform monitoring functions by amassing the value of objects. It is able to change variables of an agent by placing specific variables against it.

The final piece of the network management system is the network management protocol.  It links the agents to the management station. Typically the standard is simple network management protocol (SNMP), its key capabilities are ‘GET’, ‘SET’ and ‘NOTIFY’. These keys allow the retrieval of object values, setting of object values or notification of events at the agent.