Eventide MediaCoach™ 2.0 software provides Public Safety Answering Points (PSAPs) and other emergency communication centers with an advanced set of QA tools for assessing the quality, speed, and accuracy of call taking and dispatch operations. MediaCoach™ 2.0 software also includes built-in coaching and e-Learning capabilities to help communication centers improve call taker and dispatcher skills, and to increase conformance with standards and protocols.
Web-Portal QA Evaluator Dashboards
With MediaCoach™ 2.0 software, your QA evaluators can manage their evaluation workload, efficiently evaluate call taker and dispatcher voice calls and related PC screens, measure progress toward their evaluation goals, and participate in calibration sessions – all from their personal web-portal Evaluator Dashboards.
Fully-Customizable QA Evaluation Forms
Evaluation forms are fully-customizable using MediaCoach™ 2.0 software's unique web-based “drag-and-drop” form design tool. This allows your agency to quickly adapt the QA process to emerging situations, changing protocols, new regulations, and updated guidelines.
Coaching/Training Request Tool
If an urgent need for call taker or dispatcher training is detected during an evaluation session, the QA evaluator can issue a request for targeted coaching/training directly from the currently open evaluation form. This advanced capability improves workflow, and assures that problem situations are instantly turned into actionable coaching requests.
Automatic Assignment of eLearning/Training Content
Eventide MediaCoach™ 2.0 software can automatically assign e-Learning materials to call takers or dispatchers whenever their score for a specific question falls short of a defined threshold. These e-Learning assignments are links to content such as standard operating procedure (SOP) documents, agency-specific training presentations, multi-media links, external website URLs, and more. As needs or content change, the e-Learning links associated with questions can be quickly and easily modified – assuring that up-to-date and relevant materials are automatically assigned.
Web-Portal Score Cards for Call Takers and Dispatchers
Each call taker and dispatcher can access his/her targeted e-Learning assignment links via a personal web-portal Score Card. The Score Card also provides access to coaching invitations, score trends, and recently completed evaluations.
Web-Portal Coach/Trainer Dashboard
MediaCoach™ 2.0 software includes a specialized web-portal Coach Dashboard that helps coaches (or trainers) schedule their sessions with call takers or dispatchers. Coaches can also attach e-Learning materials for the call-taker or dispatcher to review prior to a session. At the end of each coaching session, detailed comments can be entered to document the subjects covered and progress that was made by participants.
Flexible QA Reporting
Reporting capabilities of MediaCoach™ 2.0 software have been designed to help your agency measure quality and track improvement trends by individual, group, or the entire center. Reports and graphs may be scheduled for automatic delivery, and can be saved, printed, and exported to many standard formats.
Works with Eventide Mission-Critical Call Loggers
MediaCoach™ 2.0 software works seamlessly with Eventide call recording systems. These systems reliably record every telephone call, as well as selected radio traffic, and can optionally be configured to capture the screens of each call taker and/or dispatcher PC position. With Eventide screen capture, conventional or next-generation 9-1-1 PC screen content can be recorded – enabling your QA staff to evaluate and improve the ways that call takers and dispatchers interact with their mission-critical desktop applications.
Specifications and features are subject to change without noitice or obligation.