Agent access to Call Miner

Discussion created by mike_veriprosolutions on Sep 1, 2016
Latest reply on Sep 26, 2016 by mike_veriprosolutions

Through past experience, can anyone provide the pros and cons with giving agents (collection representatives) access to Call Miner?  Our intention is for the agents to be able to listen to their best and worst calls from the previous business day.  The agents would write down the Eureka IDs at the end of their shifts, then listen to those two pre-selected calls the next day as a learning tool as well as best practice takeaways.  Thanks.