Call Recording Report (WFO)

• Call Recording Report option will be available under WFO tab, if you have enabled call recording service and SpeechIQ add-on product.
• Allows you to search for specific call recordings for monitoring quality control, researching customer complaints, or assisting in agent training.

• To access the Call Recording Report, navigate to WFO > SpeechIQ > Reporting > Call Recording.

Search Criteria

The Call Recording displays the Search tool to choose the parameters for generating the report.

• Date Range – Enables you to 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 with a drop-down menu.

  • 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 – A particular service can be selected using the service drop-down menu.  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.

• Campaign – Allows you to select a particular campaign for a report. 
• Campaign Pattern – Allows 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 Dialed – Enables 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 comma as a delimiter.
• Agent– You 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 By– You can sort the generated list by Call Start Time, Account Number, or Agent.
• Transfer Connect Duration– You 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. 

Results Column Customization

Results columns and sequence 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.

Generate 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:

• Service: Service Name on which the account was attempted (or on which the inbound call was received).
• Name: First and Last Name of customer.
• Account: 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 prior to assigning a disposition code, and assigns generic Operator Transfer outcome).
• Session: A session number associated to 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 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. 
    

Additional Available Buttons to Export and Print the Report

• Export: Click the Export button (next to the Generate Report button) to export the report and select the required option of file type. The available options are PDF, Excel, CSV.
• Print: Click the Print button (next to the Export button) to print the report. The generated report opens in another tab. Select the details for printing the report and click the Print button.