Methods, apparatuses, computer program products and systems for comprehensive and unified call center monitoring

摘要

An apparatus monitoring calls of a system includes a processor and memory causing the apparatus to perform operations including capturing recordings of calls in real-time from recorded devices. The processor may further cause the apparatus to compare audio call data of the calls detected by a switch with audio content of recorded calls by recorder devices to determine whether the audio call data matches the audio content of recorded calls. The processor may further cause the apparatus to monitor conditions of recorder devices during calls to determine whether a component(s) of recorder devices or of communication devices exceeds a threshold. The processor may further cause the apparatus to monitor memory in which recorded calls are transferred for archiving to determine whether there is enough storage in the memory. The processor may further cause the apparatus to determine metrics impacting quality of recorded calls and perform analytics on the recorded calls.