Content Comparison

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• Selectable Options: 

  • Audio 

    • Listen to audio

    • Download audio

      • Audio is downloaded as .wav before it gets processed and moved to the long term storage. This process takes place daily at 1:00 am EST.

      • Audio is downloaded as .ogg after it gets processed and moved to the long term storage. This process takes place daily at 1:00 am EST.

  • Action

    • Assessment: Evaluate and access the agent.

    • View Attempts: How many times the caller attempted to contact an agent.

    • Call Details: Review CDR.

    • View Transfers: details the blind / unattended transfers of a call. Attended transfers are reported in the Call History report as two distinctive calls.

• Table Columns

  • Audio - Listen to Audio recording.

  • Transcription - View Transcription

  • Call Sentiment - Values include Negative, Positive, Neutral

  • Actions - Assessment, View Attempts, Call Details

  • Type - Inbound or Outbound call

  • Start - Date and time the call entered the queue

  • Wait Time - Total time the call waited in the queue

  • Connected - Date and time the call was connected to an agent

  • Talk Time  - Total talk time

  • Agent Hold Time - Total time the Agent had the client on hold. Note: Agent Hold is not provided if the Agent binds a Business Voice extension to be used as their telephony terminal.

  • End - Date and Time Call the call ended

  • Call Terminated - Who ended the call

  • Area Code - Inbound call Area Code 

  • Caller - Inbound call phone number and caller id

  • Area Code - Destination’s Area Code

  • Destination - Destination phone number and caller id

  • Agent - Agent Name connected

  • Queue - Queue call was queued:

  • Category Path - Category and Sub-Category assigned to the Call Reason

  • Call Reason - Selected call reason by agentCall reason assigned to the call

  • Within ASA - If within SLA configured in the queue

  • Call Issues - Call issue if reported by the agent

  • CSAT - Caller / Contact CSAT feedback (if survey configured)

  • Service NPS - Caller / Contact Service NPS feedback (if survey configured)

  • Advanced Survey

  • Enterprise NPS - Caller / Contact Enterprise NPS feedback (if survey configured)

  • DID - Phone number dialed by the caller and host name or IP address.

  • State - State of the caller (based on caller phone number)

  • City - City of the caller (based on caller phone number

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After generating the report, a red delete button appears will appear above the generated report. The button indicates the total number of calls in the report that have with a call recording. 

When the red delete button is pressed, the following warning may appear: 

• A single recording could be associated with multiple calls (for example, when the call is between multiple queues or if it has been transferred). If you select one of those calls, the recording is going to will be deleted for all the other calls it’s associated with.

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The Product owner can be found here: Product & Design Team.