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Table of Contents

Call recordings

Menu for supervising the calls records of the system.

Listen of recordings, searching by date/hour, classification, origin and destiny.

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titleFilters
  • Initial Date: From when recordings search
  • End Date: To when recordings search.
  • Agent: Filter by certain agents to find recordings.
  • Campaign: Select a particular campaign to find recordings.
  • Data: It allows to filter by specific data this data or word must be contained on the label of the call to filter.
  • Source / Destination: Filter allows calls from different sources, which may be channels or extensions.
  • Rating: Allows to filter calls according to their ratings.
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titleFilters on obtained recordings
  • Time range: Filter the obtained data by a time range (start time - end time: 24 hours format).
  • Calls: Allows to filter data by number of occurrences of the phone number (returns if the number of recordings is greater than the entered number, this must be greater than 1).
  • Minimum: Allows to filter recordings with an equal or greater time than the entered time (Format in seconds).
  • Exclude: Allows to exclude the recordings for the entered phone number, this can be the source or destination number.
  • Quality: Filter by its quality number.
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titleRows
  • Date: Indicates the date of the recording.
  • Source/Destination: Source and destination telephone number.
  • Duration: Duration of the recording.
  • Source Account: Account name of the source agent who was recorded.
  • Source/Destination Channel: Source and destination name channel.
  • Destination Account: Account name of the destination agent who was recorded.
  • Campaigns: Name of the campaign by which the recording was made.
  • Data: Call data.
  • Download: Allows to download the recording in mp3 format. It downloads with the following file name: datetime-agent-source_numbre-destination_number (example: 201711060941-Ester Andres Mateu-34911898068-685134974.mp3)
  • Quality: Represents the number given to represents its quality
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titleButtons

Image Removed Clean fields: Button that allows to clean the fields in order to reset the filters.

Image Removed Runs the search with filter. Once the search is made, under this button will appear the total number of registries found.

Image Removed Massive Download: It allows download  of all  recordings that have in the filter. It is important to know that the number of registries shown can be adjusted on the inferior left corner.

Entries and First Record: here you can select the number of recordings per page you want to see and you can see the date of the first recording in the system.

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Player: to hear the recording associated with the record, the recording is heard if the range is within stored recordings (if it was not passed to backup or eliminated entirely), the default is 30 days available online, are then passed to the folder BackupRecords which remain for 150 days until irreversible deletion (configurable from PBX). The waveform allows to see the voice action moment.

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Image Removed Play: for first time loads the audio file, then you are able to play it.

Image Removed Tag: Button to enter a check mark (with comments) in real-time recording. You can select the marks and the recording will start directly at the time of the mark. To see the marks access to the Information window.

Recording Information

When clicking in a recording,  would appear the following options:

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Image Removed Information 

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Allows to access to the selected recording information, being able to see its qualification so as the username, tags and comments.

  • Client Rating, it is obtained from the evaluation of the client after the call.
  • Supervisor Rating, it is calculated as the average of all questions on the quality part detailed below.

Image Removed Quality 

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Allows the user to give a score to the recording. The score is set to every question of the quality model ,the questions are set on the quality model configuration.

The total score is the average of all the question.

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The supervisor can download the quality information as PDF of EXCEL and comment next to the each evaluation.

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You can qualify a single quality model per recording.

Image Removed Delete

Deletes the selected conversations.

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Super-user privileges are Needed.


Omnichannel Recordings

Recordings Docs

Like calls, all remaining channels have recording

On the right you will see the recording screens for each Channel.

You can find detailed information of each in the following links:

ExpandtitleFAX

Fax Recordings

Menu for supervising the fax repository.


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Parameters

  • Initial Date: From when to search the faxes.
  • End Date: To when to search the faxes.
  • Source / Destination: Filter allows calls from different sources, which may be channels or extensions.
  • Magnifier: Run the search with filter (check the arrows to search for paginated pages paging 50 records)
  • Inbox: Displays the fax in a new window as a pdf.


Sending

  • Number: Phone number you want to send the fax.
  • File: Selection window file .pdf for faxing.
  • Send: To the fax number with the file attached.


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 You can send a FAX via third-party applications, executing a REST Web service

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titleSMS Recordings

Menu for supervising the SMS message records of the system.

Look up SMS recordings,searching by date/hour and origin.

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Filters

  • Initial Date: From when  conversation search.
  • End Date: To when conversation search.
  • Agent: Filter by certain agents to find recordings.
  • Campaign: Select a particular campaign to find conversation.
    • Source: Filter allows messages from different sources, which may be channels or extensions

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    To know more about SMS Recordings, please visit SMS Recordings

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    titleEmail Recordings

    Menu for supervising the Email message records of the system.

    Look up Email recordings,searching by date/hour and origin.

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    To see more information about this, please visit Mail Recording.

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    titleWebchat Recordings

    This section will see all webchat conversations, whether they were made in a campaign schedule or after hours by a customer.

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    For more information, please visit Webchat Recordings.

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    titleSocial Networks Recordings

    All the interactions for social networks will be saves in the system and can be monitored from here.

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    For more information about this matter, please visit 

  • Facebook
  • Messenger
    • Twitter