Call monitoring and screen recording 24 hours a day
Date: 26.07.2010 | Author: RETIA, a.s.
Customer: The Prague Public Transit Co.
Place of installation: Dispatch centre, Prague
Project details
RETIA a.s. implemented a comprehensive system of call recording and monitoring of PC screens at the Prague Public Transit dispatch centre. Each of us can imagine a complex system of communication, which is required through mass city traffic. Recording of communication is thus very important and crucial. It is necessary to evaluate if all traffic service is processed faultlessly. This successful installation resulted from the previous long-term cooperation with the Prague Public Transit Co., where ReDat system has been used since 1996.
About the Prague Public Transit
The Prague Public Transit Co., whose hundred-per-cent owner is the city of Prague, was established in 1991. The public transit operates and controls a wide traffic network of tubes, trams and buses. The tube network is a backbone of the public transit system with 54 stations and 54.9 km of rails. A tram operating is provided for 26-day and 9 night tram routes. The total length of tram lines is 559.3 km. For bus transit there are 182 day and 13 night bus routes with the total length of more than 2 123,4 km*. The Prague Public Transit Co. is also running sub-urban routes. The Prague Public Transit dispatch centre monitors the entire Prague public transportation system and receives the precise information about current events and location of tubes, trams and bus lines.
ReDat screen recording
ReDat ScreenRecording module represents a powerful tool, which helps to improve contact and dispatch centres´ operating and thus reduces operating costs. The module serves for monitoring and recording of agents´ PC screens within working hours. ReDat offers a better overview of operation and assists in improving services for customers or agents´ training. The synchronised call recording is hand in hand with the agents' PC skills and agents' knowledge of information system. Moreover, the supervisor can spot some critical points, which can be used within a training of the new staff.
Solution principle
ReDat sophisticated solution was selected for the implementation of the screen recording. Supervisory systems displaying current state of transport infrastructure are running in the dispatch centre. The data is displayed in a graphical form with the map view or in the form of reports and status indicators. Dispatcher workplaces are equipped with standard PC on Windows platform.
ReDatScreenRecording is based on ReDat3 Recording Unit, which besides other types of records (voice, VoIP…) records also PC screens. For the right functioning of the whole system you need to install a screen driver on the recorded PC. This program ensures communication and transfer of individual images from PC to ReDat3. The screen driver is running as a service at the background and it does not affect recorded PCs. Image data in ReDat3 Recording Unit is stored in a circular buffer within a separate partition. Data is saved in the circular buffer and is overwritten from the side of the oldest records. The buffer capacity defines how long history is kept on the recording device disk array. For the longer record history, we can use the central archiving on ReDatApplication Server.
The whole system of screen recording can be adapted to the needs of the customer by wide range of parameters. It is possible to start recording from activity, from ReDat Application Server or by means of permanent screen recording. Furthermore, the user can define a window in which the changes will be sent.
ReDat Recording System configuration
- ReDat Catalog - record database, work with records via www environment
- ReDat ScreenRecording - PC screens recording
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