Voice Recordings Search

In the Contact Center, interactions between agents and customers are recorded and stored for a set retention period. To search, review, listen and download Voice recordings, go to Analysis > Recordings > Voice Recordings.

When searching for Voice recordings, select the Voice option from the menu and you will be presented with the following screen:

After you finish entering parameters, click Search. The results of the search will be displayed for review in chronological order. The results for Voice will display: the Call Date, Duration, Caller ID, Queue, Agent, and Phone Extension of the agent and any classification fields, if available.

 

Voice recording search parameters

The following parameters apply to all Voice categories:

  • Call Type – Select the type of phone call being searched: Queued Incoming Calls, Direct Transfers, Outgoing Calls, All Calls.
  • Processed between – Enter a date range using the following format: mm/dd/yyyy. These fields are mandatory.
  • Client Type; / claim No: / Account No: / Provider No: / Main Subject: / Sub-subject: / Sub-subject details: / Resolution: / Notes – Values that may have been entered in Classifications by the agent. To add one of the Classification values, click on the menu button (...), located beside the Classification fields. Select the option from a drop-down list and click OK.

Note: You may enter a partial string for a word or number; do not use wildcards "{}".

With the exception of Direct Transfers, you can specify which agents you wish to include in your search. Next to each agent listed, you can place a checkmark or use the Clear All and Select All buttons to the right for quicker selecting. 

To see agents in the list that are no longer active, place a checkmark in the box labeled Include non-active agents found on the right side. 

Queued Incoming Calls Parameters

  • Call Type – Select the type of phone call being searched: Queued Incoming Calls, Direct Transfers, Outgoing Calls, All Calls.
  • Calling Number – The phone number of the caller (from caller ID).
  • Calling Name – The name of the caller (from caller ID).
  • Number Dialed – The IVR number the caller dialed.
  • Queue Name – The queue that received the call.
  • Call Length between – The length of the call; enter the minimum call length followed by the maximum call length.

Direct Transfers Parameters

  • Call Type – Select the type of phone call being searched: Queued Incoming Calls, Direct Transfers, Outgoing Calls, All Calls.
  • Calling Number – The phone number of the caller (from caller ID).
  • Calling Name – The name of the caller (from caller ID).
  • Number Dialed – The phone number that the agent transferred to.
  • Call Length between – The length of the call; enter the minimum call length followed by the maximum call length.

Outbound –°alls Parameters

  • Call Type – Select the type of phone call being searched: Queued Incoming Calls, Direct Transfers, Outgoing Calls, All Calls.
  • Number Dialed – The phone number that the agent dialed out to.
  • Call Length between – The length of the call; enter the minimum call length followed by the maximum call length.

Listen to Voice Recordings

To listen to an audio recording, perfrorm a search and click Listen. You can open the audio recording immediately or save it first, before opening it. Audio recordings are saved in MP3 format. MP3 files can be played by most common audio players.

Download Voice Recordings

To download multiple Voice recordings, follow the instructions in the Contact Center: Download Multiple Recordings article.

Audio Recordings of Calls are mixed in a mono format by default. This is to say, that if you are listening to the recording, you will hear all elements of the conversation in both channels (ears) equally.

Call Recordings may optionally be configured to be mixed in stereo format. The stereo recording setting will separate the agent side of the conversation (and also any subsequent agents if the call is transferred to another agent along the way) and the customer side of the conversation (including any conferenced in parties) into the left and the right channels respectively. To enable stereo call recording mixing, please contact your service provider.