Consilium UniRSM Enhanced Module - Subscription License - For CCX Or CCE - CS-UNIRSM-ENH-SUB

• Advanced architecture overcomes reliance on RTSP - no more audio streaming delays
• Whisper Coaching feature - silently monitor or switch to coaching mode
• Monitor multiple calls in the same login session - return to the main menu after each session
• Monitor from the beginning of the call by selecting an agent even when not talking
• Fully HA solution with failover across CCE interfaces, RSM application and database elements
• Support for Cisco Visual Voice Browser (VVB) in addition to VXML gateways
• Web-based reporting for all monitoring activity and administration portal for all system configs

Consilium UniRSM is designed for Cisco Unified Contact Center Enterprise (Unified CCE and Packaged CCE) environments to provide phone-based real-time monitoring and coaching functions for remote supervisors and managers, as well as organizations with outsourced contact centers.
Silent monitoring is commonly used by contact center supervisors to listen in on live conversations between an agent and a customer (the agent and customer do not hear the supervisor), and coaching or whisper coaching is used when a supervisor needs to assist an agent during a customer conversation (converse with the agent without the customer hearing, while the supervisor and agent can both hear the customer). With Consilium UniRSM, silent monitoring and coaching can be done remotely, by dialing in from any phone in the world, without a network connection to the Cisco environment, providing an essential quality control and training tool to monitor agents' performance and give them real-time feedback and help as they serve customers.