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In the Call Recording Report window, you can search for specific call recordings for monitoring quality control, researching customer complaints, or assisting in agent training. Call Recording Report is available only if you have enabled call recording service and Speech IQ add-on product. 

Accessing Call Recording Report

To access the Call Recording Report, on the WFO tab, go to Speech IQ > Reporting > Call Recording. The Call Recording Report window appears.

Defining Search Criteria

The Call Recording Report window provides a Search tool to select the parameters for generating the report.

  • This report may only be generated with a start and end time frame no greater than 730 days. Results are based on the configured Days of Call Recording duration set at the Client or Service level. LiveVox maintains access to recordings through the LiveVox Portal for up to 365 days. However, the search criteria available past 730 days are only Service ID, Agent ID, and duration. By default, all times will be in EST.
  • Once recordings are deleted, they are inaccessible and cannot be restored.

You can also opt to store the call recording files in a public cloud (AWS S3). To verify the enabled Enhanced Call Recording Storage options for the portal, navigate to Configure > Client / Service > Client > Billing > General.

FieldDescription
Date Range

Type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.

  • Under the Range tab, you can select the date range.
  • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates. 
Call Center

Select a call center from the drop-down list.

  • Multiple Call Center Selection –  Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.

    • Search the required call center by typing the text in the Search textbox.
    • Click a call center from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available call centers to the Assigned column.
    • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
Service

Selected the service from the drop-down list.  If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.

  • Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the Select Service window:  

    • Search the required service by typing the text in the Search textbox.
    • Click a service from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available services to the Assigned column.
    • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

    • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

If you search call recording reports for multiple services with the different number of Days of CallRecording set at the service level, the call recording report will be generated according to the number of Days of CallRecording set at the client level.

Campaign

Enables you to select a particular campaign for a report. 

Campaign Pattern

Enables you to search by a portion of the campaign name.  This is useful for running reports on a specific book of business with a similar filename.  

  • The % symbol acts as a wildcard.  If searching for filenames with a shared beginning (like new_business_date_time or Bobsaccounts_metal), type the shared component then the wildcard (new_business% or Bobsaccounts%). 
Phone DialedEnables you to pull all call recordings associated with an individual phone number entered.  This could be the outbound number dialed or the inbound number's caller ID.
Account

Enables you to pull all the recordings of the multiple account number entered. A maximum of 10 account numbers can be searched at a time using a comma as a delimiter.

AgentYou can select an individual agent ID to search for call recordings.
Result

You can select an individual or group of result codes to search for recordings by clicking the Select Multiple Results link. 

  • Search the required result by typing the text in the Search textbox.
  • Click a result from the Available column to move it to the Assigned column.
  • Click the Assign All button to add all available results to the Assigned column.
  • Click a result from the Assigned column to remove it from the assigned results. It will be moved to the Available column.
  • Click the Remove All button to remove all the assigned results. They will be moved to the Available column.
Sort ByYou can sort the generated list by Call Start Time, Account Number, or Agent.
Transfer Connect DurationYou can search for specific calls within a call length range.
Service Type

A particular service type can be selected using the Service Type drop-down menu. If a particular service type is selected, services available for that particular service type will only appear in the Services drop-down list.

Multiple Service Type Selection: Clicking on the link next to the Service Type drop-down menu will open the Select Service Type window:

  • Search the required service type by typing the text in the Search textbox.
  • Click a service type from the Available column to move it to the Assigned column.
  • Click the Assign All button to add all available service types to the Assigned column.
  • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
  • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column. 


Customizing Results Column

Results columns and sequences can be easily modified to provide you with a report view that is important to your business operation.

To customize columns:

  1. Click the cog icon in the upper right corner of the Results panel. You are presented with the Customize Column window.
  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. Choose which field to use for ordering the displayed information from the Sort Order drop-down.
  5. If you prefer ascending order, select the Ascending checkbox.

  6. Click OK to update the view.

Generating Report 

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

The following optional fields are available as report columns:

FieldDescription
ServiceService Name on which the account was attempted (or on which the inbound call was received).
NameFirst and Last Name of customer.
AccountAccount number for the record.
PhonePhone number used to contact the account, or the inbound call's caller ID.
AgentAgent name (blank if agent disconnects from ACD prior to assigning a disposition code, and assigns generic Operator Transfer outcome).
SessionA session number associated with the recording.
DateDate of the call.
StartActual time the call was connected to the agent in Hours: Minutes: Seconds.
EndEnd time of the call in Hours: Minutes: Seconds.
Recording DurationTotal time of the recorded conversation in seconds (This metric is calculated as Transfer duration – Transfer hold duration).
CampaignName of the campaign the phone number was found within.
ResultsThe LiveVox result code assigned to the call.
Multimedia

You can access multimedia (audio and video) recording 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 on the icon to download the sound file of the call recording.

  • Download Screen Recording: No download available for screen recording objects.

  • View Multimedia: 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. The number next to the multimedia icon indicates the number of individual agent sessions included in the screen recording. It is 0 indicating no screen recording available through this report. 

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


  • To export the report, click Export and select the required option of file type. The available options are PDF, Excel, CSV.
  • To print the report, click Print.The generated report opens in another tab. Select the details for printing the report and click Print.



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