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

Select details for all calls are located here.

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1. Access the Call Details 
   

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   Screen Screen

    This is where the screenshots for the Screen Capture are stored!
   
   
   
   • 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.
     
     
     

   
   

   
   

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     Share Share

      This is also where you can share calls!
     
     
     • 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
         
         
2. Play call audio
3. Filter by Call Type
   *At this time, the only call type supported is Voice
4. Filter by Start Time
5. Filter by Call Duration
6. Filter by Extension (Agent_ID)
7. Filter by Agent (Agent_Name)
8. Filter by Customer Phone Number
9. Filter by/add Flag status
   • click to enable/disable flag
10. Filter by QC Value
    • Calls that have been evaluated will appear with a check mark
      
11. Filter by/add Call Notes
    
12. Filter by Call Direction
    • Incoming
      
    • Outgoing
       
13. Download an MP3 of the call audio
14. Perform bulk actions on selected calls:
    • download audio
    • delete
    • download XLSX Call Listing Export
15. Show pending calls
16. Edit columns
    
    

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