Got a question about Cxceed? Below are some of the most commonly asked questions regarding the software, jargon terms used as well as other general inquiries. Can’t find what you’re looking for? Feel free to submit your questions using the contact form found at the bottom of the page, using the web chat or by giving us a call - We’ll be more than happy to help!
Cxceed Specific Questions
Cxceed doesn’t upload your call recordings, emails, chats, letters or video-calls; they are kept on your server locally, and only the communication details are transferred to us.
If you are an admin, log in without entering the secret key. You will notice that hash data replaces sensitive data such as telephone numbers and email addresses, this what we would see if we were to view your account. The secret key is not stored or transferred to us, so we can not decrypt your data.
We recommend that you make sure that recording calls and any other type of communication is legal, and that you comply with any data protection laws in any country in which you operate. The Cxceed servers don’t have access to your call recordings, emails, chats, letters, video-calls, and confidential data. Telephone numbers, email addresses and file names are encrypted before they are transferred to us.
Once installed, your communications will appear on the Cxceed system and be ready for evaluation within a few minutes after the end of an interaction.
Yes - You can search for an individual or multiple interactions by applying different filters such as time and date, duration, telephone number, mail or address of your client and your customer service representative. You can also combine filters to narrow your search further.
If you want to bring an interaction to a manager or other agent's attention, you just assign the interaction to the particular manager/agent (this is possible only if they have security permissions to listen or read the interaction). There is also an option to leave a comment and explain why you are assigning it.
No, the interactions that are not answered or have no content should be marked as empty interactions and not evaluated.
If a Senior Evaluator has not evaluated the interaction, the user can still edit it.
You can edit the questions and scoring method for each evaluation sheet at any time.
Your communications are never transferred to Cxceed and will remain on your servers. Cxceed operates in the cloud, indexing your recordings and provides an interface between you and your communications.
Yes - Please feel free to call our customer service helpline on 0113 344 0171 (0044113 3440171 when dialling internationally) where we will always be happy to help.
You can listen to your calls from any internet connected PC, Mac, Tablet or Phone, and Cxceed will work well on up-to-date versions of Firefox, Chrome, Safari, Edge or Internet Explorer. You will also need to be near a phone or mobile that can receive calls from your phone system.
If you opt for our paid membership, you get access to our API (Application Programming Interface) to integrate Cxceed with your PBX (Private Branch Exchange), CRM (Customer Relationship Management) and email server. Sample scripts are available and in most cases, the API will automate and streamline the whole quality assurance process.
Cxceed was initially created to solve the problems we were having with the agents in our overseas call centre. Our staff turnover was ridiculous, and we were struggling to get our agents to say the things we wanted, in the way we wanted them to be said. It was then developed further to respond to our needs as we transformed our call center into a contact center, which covers multiple channels of service.
Cxceed's primary role is to improve the customer experience a company delivers through phone calls, emails, web chats, etc. It is a tool for assessment and self-assessment, training, ongoing coaching, helps control the quality of customer interactions employees have with customers, a call indexer, plus lots more. You can read about features in some more detail here.
We provide a free version and only charge for API access which should quickly pay for itself in improvements and efficiencies to your business. To further reassure you, we offer a 60-day money back guarantee if you are unhappy with the product.
If at any time in the next 60 days you are not happy with the service provided or the result you are getting with Cxceed, then let us know, and we will refund 100% of any money you have paid to us.
Cxceed is suitable for both small and large organizations and is charged depending on the number of users you require access for. Pricing information can be found here.
As long as you like! We would initially expect a demo to take 15 minutes plus a few minutes extra to answer any questions you may have. After the initial demonstration, if you require more detailed or specific information, further demos can be arranged.
If you enter incorrect login credentials, the login screen prompts you to reset the password.
You can pay with most major credit or debit cards. You can see the available pricing plans here.
After you pay, you receive a confirmation email containing an invoice. If you require a proforma invoice, please just let us know.
We hope this won't happen, but if you do want to leave, contact us and we will be happy to help you.
To use Cxceed, you only need a modern web browser (Google Chrome, Mozilla Firefox, Edge, Opera, Safari, etc.) and an internet connection.
Cxceed is developed as a SaaS application and is run from a web browser. If you opt for the paid subscription, it requires an API installed on each PBX, CRM and email server to encrypt the call data before transferring the information to our servers. Please let us know the make and current version of your PBX, CRM and email servers so we can provide you with detailed support.
You can change the package you are using at any time. If you make the change before the billing period ends, you can start using its features immediately, but only start paying for it at the beginning of the next billing period.
They are not notified when someone has evaluated their chat until after they, themselves evaluate it.
Cxceed generates several types of reports which help manage quality assurance in your business.
Those reports include the following content:
1. Call Actions Report - reports all the calls for any single call action set in your company.
2. Completed Evaluations - reports all evaluations the user has made on other calls.
3. Evaluation Discrepancies - reports discrepancies between scoring of a call between supervisors (or higher ranked) staff.
4. Compare My Evaluations With - compares your evaluations with other evaluators.
5. My Evaluated Calls - reports user's calls evaluated by the user and other staff members.
6. Cxceed Score - reports the total score of all calls per agent, per period and evaluator.
7. All Missed Calls and Missed Calls Summary - reports missed calls, when and who made them - making it easy to call back the dialler.
Spreadsheets are an organisational tool containing rows and columns which allow to organise, analyse and store gathered data in a tabular form. The most commonly used spreadsheet tool is Microsoft Excel.
Companies have a need to store the QA data they collect. Spreadsheets allow businesses to keep track of the changes that happen over time. Using mathematical and statistical formulas, spreadsheets can process the data and help businesses measure their performance, or plan future decisions.
A company needs to review the performance of its employees. Typically once or twice a year a manager assesses the performance of their employees and these assessments are called performance appraisals. Managers use them to point out where staff have done a great job and where they need improvement.
The idea of an appraisal is good, and if done well and promptly, they can have a beneficial effect. They are usually done too far apart to help inform staff how they are performing in their tasks. The benefits of any advice coming out from them is lost because it is offered weeks (or months) too late. This late delivery of feedback can demotivate staff by pointing out mistakes they've done too far in the past.
Call monitoring is a process where either live or previously recorded calls are listened to by a third party with or without the other parties knowledge.
For quality assurance (QA), call quality monitoring is a practice where a third party listens to a call to audit the quality of the call. Call monitoring can be done with both real-time and with recorded calls, with or without the other parties' knowledge.
There are more than a few reasons for an organisation to record their calls. The call recordings can protect the company, help staff improve their performance and suggest future steps for improvement of customer satisfaction rates.
Call recordings serve as proof of the staff's performance and protect from allegations. When faced with a difficult situation due to a misunderstanding with a client, an organisation that records calls may always refer to the recording of that particular call to protect the agent. It is much easier to coach the new agents with selected phone call recordings than to train them using only theory and verbal directions.
It can also reduce the stress of capturing all the conversation details by knowing that staff can always play back a call and hear the missed information. By listening to recorded calls, the management of a call centre can focus on the client's needs and track information about their service usage.
The rules vary from country to country. It is important to ensure that you are legally entitled to record calls. We suggest you start by visiting
Call evaluation also referred to as "call assessment", represents the act of evaluating any single call. It consists of listening to the call and answering questions on a call evaluation form. The results of all the evaluators' scores are then recorded on a call evaluation form.
Call scoring is assigning a score to call evaluation and is carried out to enable performance comparison and benchmarking. The score can then measure the staffs' performance against a uniform standard.
Call calibration is the process of comparing scores of a call from different evaluators. It is important for ensuring that managers, quality analysts, supervisors, trainers and staff evaluate and score the calls in a standardised way.
An abandoned call is the failed attempt of one person to reach another, resulting in a call ending before any conversation. The most often reason for it happening is during a long hold time which can be frustrating for the caller causing them to hang up while waiting in the queue.
The abandoned call rate in a call centre is a calculated percentage of the calls that have been disconnected before any conversation between a staff member, and a customer has occurred. Its calculation is done by dividing the total number of abandoned calls by the total number of calls in the organisation.
Also referred to as occupancy, utilisation is a metric which measures the staff’s schedule for handling the incoming calls. The utilisation (occupancy) shows the time an agent spends working, as compared to the time the agent is off the phone.
Occupancy rate in a call centre is a percentage which shows how much of the working time the call agents spend actually working. Each call centre has its own targets, but an occupancy rate of between 70% and 80% would not be unusual.
To calculate the occupancy rate in a call centre, divide the time staff spend handling calls, including after call work, by with the total amount of time they are ready and waiting for calls to arrive.
CSAT stands for Customer Satisfaction, and in a call centre is one of the key performance indicators for the quality of the service provided.
ACD is an acronym for Automatic Call Distributor, and it is a tool which disperses the incoming calls to a specific group of staff members that have the skills needed to meet the customer’s needs.
Evaluation is the process of assessing a completed task, as objectively as possible. The purpose of evaluations is to identify specific call handling skills that need improving and enable strategic decisions for improving the service delivered in the future. An evaluation system facilitates this.
AHT stands short for Average (call) Handling Time and refers to the average amount of time it takes for the agents to deal with a call. It is a measurement of the efficiency of the service offered, and call centres strive to achieve the lowest AHT possible. To calculate AHT, the sum of the hold time, the talk time, time on follow up tasks or calls, and wrap up time is divided by the number of total calls.
One of the methods for reducing the average call handling time is to use the AHT formula and persuade your agents to be quicker on the phone. At Cxceed, we believe this is the wrong approach and that it will reduce CSAT levels. Instead of cutting the allowed handling time to reduce AHT, it is more efficient to focus on developing the agents’ call handling skills. Using this method, reduced AHT comes naturally.
Call centres have a list of criteria that an agent must meet to achieve a quality call. Among the other criteria, this includes how the agent answers the call, how they guide the caller towards a resolution of their problem and how the call is ended.
Quality assurance (QA) ensures that the contact centre delivers a quality of service that meets, or exceeds the organisation's objectives. It is provided by a quality analyst, quality assessor or quality assurance analyst.
Call calibration is making sure that call centre agents, supervisors, and managers evaluate the quality of the calls and customer service by the same criteria. The polite way of describing it is to make sure everybody is singing from the same hymn sheet.
Call barging is listening to live calls and interrupting the call to prompt the agent without the client hearing the interruption.
The role of the quality analyst in a call centre is to ensure the quality of the service provided by the call centre by analysing call agents’ performance and identifying what their mistakes are, and also where they excel.