Please Note: This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.
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*For more information on creating evaluation forms and performing Quality Control, click here.
Not seeing the expected data here? Try adjusting the filter.
At the bottom of the page you can Show Call ID, and also click the dropdown to select a specific agent, or choose to show QC from All users.
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3. Call Listing
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Select details for all calls are located here.
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- Access the Call Details
This is where the screenshots for the Screen Capture are stored!Anchor Screen Screen - All details available will be displayed on this page, including:
- Agent info
- Call timestamp/ duration
- Call audio
- Press PLAY or click anywhere within the Call Playback
- Any associated screenshots
- Screenshots are captured every 15 seconds and displayed to the right of the Call Playback
- Click the screenshot to enlarge it and view its details
- Quality Control
*for more information on QC, click here.
- *Calls with designated "Private" slides (either by default or slide setting) will be blocked out for PCI Compliance. NO SCREENSHOTS will be available while the audio and screen recordings are paused.
This is also where you can share calls!Anchor Share Share - From the menu bar across the top of the page, click Share
- Fill out the Share Call page, selecting any options you wish to include
- Click Share to send the email with the link to access the call
- Click Share to send the email with the link to access the call
- From the menu bar across the top of the page, click Share
- All details available will be displayed on this page, including:
- Play call audio
- Filter by Call Type
*At this time, the only call type supported is Voice - Filter by Start Time
- Filter by Call Duration
- Filter by Extension (Agent_ID)
- Filter by Agent (Agent_Name)
- Filter by Customer Phone Number
- Filter by/add Flag status
- click to enable/disable flag
- Filter by QC Value
- Calls that have been evaluated will appear with a check mark
- Calls that have been evaluated will appear with a check mark
- Filter by/add Call Notes
- Filter by Call Direction
- Incoming
- Outgoing
- Incoming
- Download an MP3 of the call audio
- Perform bulk actions on selected calls:
- download audio
- delete
- download XLSX Call Listing Export
- Show pending calls
- Edit columns
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