Overview

A call is a record of an interaction, or an attempted interaction, between an agent and a contact that may or may not have been recorded. The Calls module allows you to manage the records of each interaction and any voice recordings made. 

Manual calls that are not associated with a campaign will not be recorded.


1. Display Calls

This feature allows you to navigate the list of Call Records in the contact centre. From this list you can locate a particular call or set of calls.

  1. Open the Workspace.

  2. Select Calls from the Management menu. 

A list of call records is displayed when you first open the Calls module.  This is a display of all the records of interactions between Agents and Contacts during the last seven days of an active campaign. The default Seven Day Filter can be changed using the From and To fields in Search Options.  When the default filter is applied, the applicable dates are displayed above the header

 Each row contains the following fields: 

Column

Contents

Click on this icon to select the call record.

Call Type:

A call may have one of four types, indicated by the icon displayed here:

Inbound Call

Outbound Call

CRM generated Call

Manual Call

Inbound call added to an Outbound lead (see Converted to Outbound)

Date & Time

The timestamp at the commencement of the call

Called Number

The destination number

Caller Number

The source number

Campaign Name

The name of the campaign associated with the call

Recording Duration

The duration of the call recording. If call recording was not enabled, this will display the following icon:

Wrap Code

The status code or dialler outcome applied to the call

Action Icons

When you hover your mouse over a call record, action icons appear:

Icon

Function

Click on this icon in the row of a recording to open the Edit Wrap Code dialog in order to amend the Wrap Code in the record.

Where a sound recording exists for the interaction, click on this icon in the row of a recording to save a copy of that recording to your downloads folder.
The file is named using the format: <date yyyymmdd>_<recording start time hh:mm>_<interaction ID xxxxxxx>.mp3 to assist you to identify the soundfile and its associated call.

For example, 20150930_1531_18983.mp3 is the name of the sound recording for the customer interaction 18983 which was recorded from 3:31 pm on the 30th September 2015.

If Call Recording Encryption is enabled (see Call Settings below) then this icon is not visible and call recordings cannot be downloaded to the desktop for transmission to a client. An encrypted recording can only be replayed in the Cloud Contact Centre workspace.

Where a sound recording exists for the interaction, click on this icon in the row of a recording to open the View Play Call Recording dialog.

Press this to view the results of the Net Promoter Score post-call survey and any recordings associated with it

It will show you activities related to this call for example agent transfers and/or post call surveys

Quick Search

If you know the Agent Interaction ID, enter that number into the Quick Search and click the Search icon to locate the recording with that ID. You may have obtained the Agent Interaction ID from a report you were viewing.

Search Options

This advanced search feature allows you to reduce the list of call records displayed by adding one or more search criteria.

  1. Click Search Options to open the advanced search options.

  2. Enter your search criteria.

  3. Click Search.

The search criteria include:

Search Control

How to use this control

From Date/Time

Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct first day of your search. If required, click in the hour field to set the hour as well.

To Date/Time

Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct last day of your search. If required, click in the hour field to set the hour as well. The default setting is today's date.

Campaign

Click in the campaign field to a view the list of campaigns available to you. Select a campaign from the list or select All. The Status Code and Agent search options will be altered to show only the options available to the campaign you select here.

Status Code

The status code, or wrap code, is the record created when a communication is ended to summarise the communication. Click on the status code field to see a list of the status codes used in the campaign you have specified. Select a status code from the list or select All.

Agent

Click on the agent field to see a list of the agents assigned to the campaign you have specified. Select an agent from the list or select All.

Agent Interaction ID

The Agent Interaction ID is the number displayed on the Agent Toolbar in the pop up display while the call is in progress. Enter the ID into the text entry field. 

Note

The agent may make more than one call during the interaction so searching on this number may yield more than one call record.

Caller Number

If known, enter the source number.

Note

You can use one of several number formats: e.g.

  • in London, E164 format +44 20 7379 4334 or National format 020 7379 4334

  • in Singapore, E164 format +65 6 836 4100 or National format 6 836 4100

  • in Canberra, E164 format +61 2 6216 0100 or National format 02 6216 0100.

Called Number

If known, enter the destination number.

Note

You can use one of several number formats: e.g.

  • in London, E164 format +44 20 7379 4334 or National format 020 7379 4334

    • in Singapore, E164 format +65 6 836 4100 or National format 6 836 4100

    • in Canberra, E164 format +61 2 6216 0100 or National format 02 6216 0100.

Recording Type

This provides an indication about the source of the call. Select from: All, Outbound, Inbound, CRM, or Manual.

Recording Status

Select from: All, Deleted, or Not-deleted.


2. Call Recording

The Calls module allows you to manage the records of each interaction and any voice recordings made.  

  • Download the call recording
    Where a sound recording exists for the interaction, click the Download File icon in the row of a recording to save a copy of that recording to your downloads folder. The file is named using the format: <date yyyymmdd>_<recording start time hh:mm>_<interaction ID xxxxxxx>.mp3 to assist you to identify the soundfile and its associated call. For example, 20150930_1531_18983.mp3 is the name of the sound recording for the customer interaction 18983 which was recorded from 3:31 pm on the 30th September 2015.

  • Playback the call recording
    Where a sound recording exists for the interaction, click the Playback icon in the row of a recording to open the View Play Call Recording dialog in which you can listen to the recording.

  • In order to have more context regarding a call when playing a recording, the Call Notes are shown in the Call Recording pop-up.

Retention of Call Recordings

The retention or disposition of call recordings is performed as contractually agreed with your service provider. 

Call Recording Settings

Organisation Level

  • Enable Call Recording
    Call recording can be enabled or disabled for the entire contact centre, using the Call Settings control in the Administration menu. 

  • Encrypt Call Recording
    If call recording is enabled, a second control dictates whether the call recordings are encrypted or not. An encrypted call recording cannot be played outside of the contact centre and cannot be downloaded.

Campaign Level

See Inbound Campaign or Outbound Campaign.

  • Enable Call Recording
    Call recording, if enabled for the organisation, can be enabled or disabled for all calls made in a voice campaign.

If call recording is enabled for the campaign, at least one of two additional call recording features must be enabled:

  • Start recording automatically when the agent connects
    Start recording calls as soon as the agent and contact are connected. 

  • Allow the agent to start/pause/resume recording
    Enable agents to start, pause, and resume recording during an interaction. This is useful if the agents will be accepting confidential information that must not be recorded (such as credit card information) during calls, or to Start recording automatically when agent connects is disabled and agents will manually start recording the call.

View a Call Recording - Audio File Playback

Click on the View Call Recording icon:

Where an audio file can be located, Media Player Controls will also be displayed, allowing you to listen to the call recording.

If your Agents are using the CTI adapter they can mark key events during the call like taking payment details. This enables anyone reviewing the call to jump to the relevant part which is marked with an arrow above the recording progress bar.

If the Play File icon is disabled (greyed), it is probable that the call has not been completed. If so, the icon will be enabled on call completion.

Lead Details

Where a lead was called during an outbound campaign, the details of that lead can be viewed.

Detail

Description

Icon

Lead ID

The unique identifying number associated with the lead

Customer Key

The Customer Key applied when the lead was imported

Agent ID

The unique identifying number for the agent, where one has been involved in the interaction

Phone Number(s)

The phone number or numbers associated with this lead

View other call recordings for this lead

Click on this text to open the Call Recording History in which you can see the call details of any
earlier interaction attempts and play back any recordings made.

 


3. Edit Call Wrap Code

 This feature can be used to edit the Wrap code associated with a call record. 

  1. Open the Workspace.

  2. Select Calls from the Management menu.

  3. Click the Update Wrap Code icon to the right of the record you wish to edit:

  4. In the popup, click on the drop-down list of Wrap Codes that are available to the campaign associated with the campaign.

  5. Select the correct Wrap Code.

  6. Click Update to save your change(s), close the dialog, and return to the Calls Display.

  7. Click Cancel to close the dialog without saving any changes, and return to the Calls Display.

The Update Wrap Code dialog presents the following information about the interaction between the agent and the contact:

Campaign Details 

Data

Description

Campaign Status

For outbound campaigns, Red  for stopped, Green  for active

Campaign Type

Voice only

Campaign Type

Arrow direction: pointing left For Outbound, pointing right  for Inbound

Campaign Name

The name of the campaign. Outbound campaigns show the campaign dialling times in brackets, e.g. Outbound One (24 hrs)

Call Back Details

If the new wrap code involves a callback, the following details are required:

Data

Description

Update without creating a callback

Click the checkbox to enable the use of this wrap code without generating the callback.

Agent

If Agent Callback is selected, select an agent from the list of assigned agents.

Time Zone

Select between the campaign time zone or your own time zone.

Callback Date & Time

Specify the callback details using the calendar control. 

Note.

The Date and Time you select here will apply in the time zone selected above.

Callback Phone

The original called number is populated by default however you can enter an alternative number in this field.

For outbound campaigns, if the call being edited is not the most recent one to this particular lead then a callback cannot be generated from this record. A note will alert you to this situation.


4. What is this feature used for?

It empowers you to see the results of the post-call survey associated with this call including any voice recordings associated with it. The feature is designed to be used for Net Promoter Score style surveys but can be used for any post-call survey. To find out more about NPS in general take a look at this video called What is Net Promoter Score?

Where can I find this feature?

  1. Open the Workspace

  2. Select Calls from the Management menu

  3. Click the View NPS Survey Details icon  to the right of the record you wish to view


5. View Call Hierarchy

 It will show you activities related to this call for example agent transfers and/or post-call surveys

Where to find this feature? 

  1. Open the Workspace.

  2. Select Calls from the Management menu

  3. Click the Call Hierarchy  icon to the right of the record you wish to view

When you press the call hierarchy icon it will take you to a list of activities that are related to this call in the instance below a post-call survey and an agent transfer

To the right of each activity you will see some icons:

Press this to listen to the related agent transfer

press this to view the results of the post-call survey and any recordings associated with it


6. Local Area Based CLI

This feature is used to customise the CLI on an Outbound Campaign based on customer location which will make the CLI appear as local CLI for every lead. The feature enables the Dialler Manager to configure Campaign and map local CLI per unique Contact Data Field such as "State". 

Where to find this feature

This feature becomes available on a Campaign Configuration under Campaign Details Section on every Outbound Campaign

How to configure this feature

To use this feature you must first create an Outbound Campaign.

Before you import the Lead List to be used for the Outbound Campaign, create the Data Field that will be used to identify the CLI. 

 

Make sure that you have ticked the box for "Display in Lead Search" as this will enable you to select the data field for mapping when you import the Lead List.

From the Campaign Menu dropdown select Leads and import/create the Lead List to be used for the Outbound Campaign. When you import/create the lead list the newly created Data Field will appear when you are prompted to map the fields from the import file to the fields in the database.

You will note above that the Data Field that was set up before the Lead List was created is now available to the data field that will be used to identify the CLI to be displayed. This Data Field does not have to be called "State". It could be called any name e.g. "Area" or "Postal Sate" or any other name.

Now that the field has been mapped and the Lead List has been imported/created, you can go back to the Campaign Configuration page to select the option to display the Dynamic CLI. Select the Edit option to configure the CLI for the Campaign.

Select Dynamic CLI from the dropdown list. 

Once selected, you will note that a new section called "Dynamic CLI" will be presented on the screen as shown below.

Select the Data Field from the dropdown list available that will be used to identify the CLI to be displayed when the Lead is contacted from the Lead List.

When you . have selected the Data Field, the system will display all the values attached to the Data Field so you can select the CLI to be displayed as shown below.

You can now map the CLI to be used for each of the values in the lead list. If a CLI value is not mapped, then the system will use the Default CLI that has been selected on this page.

Note: You don't have to select the CLI that is in the file. For each of the values present, you can select the CLI on the file, The Organisation CLI, or the Agent CLI.

Once the mapping has been done, you can save this page, and the Campaign now ready for the Agent.