Call Recording Report

• Allows you to search for specific call recordings for monitoring quality control or to assist in agent training.
• To access the Call Recording Report click on the Call Recording Report link from the Review tab of Navigation Panel. This takes you to the Call Recording Reports Search tool to choose the parameters for the report.

• Date Range – Enables you to type in dates or choose them using the calendar buttons. The calendar allows you to select the start and end date range.
  • Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
  • Multiple sequential or non-sequential dates can be selected using the Multiple option. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
• Call Center – Select a call center with a drop down. Multi-Call Center Selection can be performed by using the link next to Call Center drop down.
  • Multiple Call Center Selection – Clicking on the link next to Call Center drop down will open the multiple call center selection window.
    • Multiple Call Centers can be easily chosen by holding down the CTRL key when making selections.
    • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one call center at a time using the single arrow buttons or all call centers with the multiple arrow buttons.
• Service – A particular service can be selected using the service drop down.  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 Service drop down will open the multiple service selection window:  
    • Multiple services can be easily chosen by holding down the CTRL key when making selections.
    • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service at a time using the single arrow buttons or all services with the multiple arrow buttons.

• 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 recordings for an individual phone number entered.
• 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 recordings. Multi-Agent Selection can be performed by using the link next to Agent drop down.
  • Multiple Agent Selection –  Clicking on the link next to the Agent drop down will open the multiple agent selection window:  
    • Multiple agents can be easily chosen by holding down the CTRL key when making selections.
    • You may sort agents in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one agent at a time using the single arrow buttons or all agents with the multiple arrow buttons.
• Result – You can select an individual or group of result codes to search for recordings.
• 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 – You can select a service type to search for recordings.
• Original Account Number – Specify the alternate account number (different from the unique account identifier within the LiveVox client's CRM platform). 
• Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below.

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

Original Account Number: An alternate account number that is different from the unique account identifier within the LiveVox client's CRM platform

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

Transfer Connect: Actual time the call was connected to the agent in Hours: Minutes: Seconds

Transfer End: End time of the call in Hours: Minutes: Seconds

Transfer Connect 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

Outcome: The LiveVox result code assigned to the call

Audio Play: Internal sound player. You can listen to the recordings through the browser without having to download the file by clicking the Play button.

If encryption is enabled for your site, selecting Play button will not play any audio. You must download the recording and have your decryption manager decrypt the file.

Audio Download: Link to download the sound file.

Multimedia:   You can access multimedia (audio and video) recording of an agent. The number next to the video play icon indicates the number of individual agent sessions included in the recording. A value greater than 1 typically indicates a call was transferred to another agent where screen recording is enabled.  

Clicking the video icon presents you with a popup window that supports the audio and video playback in a multi-pane view.

• The Call Recording panel of this window displays the voice energy within the recording in waveform. You can listen to the audio recording by clicking the Play button. Double arrows can be used to rewind or forward the recording.
• You can view the screen recording in full screen by clicking the maximize icon and switch to the minimized view by clicking the Esc button from the Screen Recording panel. The Previous and Next buttons can be used to navigate between the screen recording sessions.
  
  

• Export to: PDF or Excel – Provides you the ability to export report and data to another file type