Page History

1. Click the cog icon in the upper right of the Results panel.
2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below the Generate Report section for more information on available fields in the report.
3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
4. Click OK to update the view.

After the selection of your search parameters, you can generate the report by clicking on the Generate Report button located at the bottom of the search criteria.

The following optional fields are available as report columns:

• Service: Service Name on which the account was attempted (or on which the inbound call was received).
• Name: First and Last Name of customer.
• Contact: Account number for the record.

• Phone: Phone number used to contact the account, or the inbound call's caller ID.

• Agent: Agent name (blank if agent disconnects from ACD before assigning a disposition code, and assigns generic Operator Transfer outcome).
• Session: A session number associated with the recording.
• Date: Date of the call.
• Start: Actual time the call was connected to the agent in Hours: Minutes: Seconds.
• End: End time of the call in Hours: Minutes: Seconds.
• Recording Duration: Total time of the recorded conversation in seconds (This metric is calculated as Transfer duration – Transfer hold duration).
• Campaign: Name of the campaign the phone number was found within.
• Results: The LiveVox platform result code assigned to the call.
• Multimedia: You can access multimedia (audio and video) recordings of an agent by clicking on the following multimedia icon.
  • Audio Play: Internal sound player. You can listen to the recordings through the browser without having to download the file by clicking the Audio Play icon.
    • If encryption is enabled for your site, clicking the Audio Play icon will not play any audio. You must download the recording and have your decryption manager decrypt the file. 
  • Download Call Recording: Click the icon to download the sound file of the call recording. The name of the downloaded file is in the following format: MMddyyyy_hhmmss_a_phone.mp3.

  • Download Screen Recording: Click the icon to download the screen recording file. The Screen Recording Download pop-up window is displayed. Click the Download button to download the screen recording file. Downloaded file name format: MMddyyyy_hhmmss_a_phone.mp3.
    If a screen recording is not associated with the corresponding voice call, the downloadable file won’t be available. Click the Cancel button. 
    

    Note
    icon false
    Screen recording functionality is available only if the screen recording option is enabled.

  • View Multimedia: The number next to the multimedia icon indicates the number of individual agent sessions included in the screen recording.  A value greater than 1 typically indicates a call was transferred to another agent where screen recording is enabled. Clicking the view multimedia icon presents you with a popup window that supports the audio and video playback in a multi-pane view.

    • This window shows a visualization through the waveform of the voice energy within the recording.

You cannot access the recordings from the .pdf file. The links to the sound files are only available from the LiveVox Portalplatform.