Call Recordings

Call recordings can be found under the Calls tab on the Left toolbar. For Users only calls to or from their associated extension will be visible. From the call list you can select the call you would like to review and open the Call Analysis window. In this article we are going to break down the Call Analysis window. 

At the top, the customer info is shown next to the Advisor IQ analysis.

There are 3 tabs in the Advisor IQ section:

      Advisor IQ: This section provides the AI analysis and feedback for the call.

      Notes: Here notes can be left about the call, they will be visible to everyone that has access to the call recording.

      Transcription: You can read the Advisor IQ transcription of the call here. 

Below that is the Call Path. This is useful for tracing the path of calls for diagnostic purposes, but not something that is used often.

The last section in this window is the Call Recording.

Here you can download or playback the recording from the blue buttons. Or the recording can be tagged with the Flag, Thumbs Up, or Thumbs Down icons. These tags are visible from the call search list. Calls with tags attached will be excluded from the normal deletion process and kept forever, this is a great way to keep recordings for training. 

Next the the tags these 2 buttons control sharing of the call. 

The arrow button will copy a link to the call to your clipboard. The eye button is a toggle that switches from the default visibility ( extension owner & Admins ) to visible to all users. This can also be useful for sharing a call for training. 

In the bottom left corner of the window there is also a Report Call Problem button. This can be used to report this call to support if there was a call quality problem, or some other issue, you would like reviewed. 

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