Listen to call recordingsLast updated on 03/25/2022
If you want to access call recordings, play back call recordings to make sure the call is classified correctly to review call details and for overall improvement of customer service and office efficiency.
Things to know
If a customer support representative (CSR) doesn’t click the green call bubble to answer the call, the call is listed in the list of abandoned calls until it’s reclassified.
Access call recordings
To access call recordings:
Under the Call Metrics of the Modular Dashboard, click the agent’s scorecard to listen to a phone call. The Call Playback window opens.
Under the Agent Scorecards of the Modular Dashboard, click Agent Scorecards to assess individual agent call performance.
The agent’s scorecard opens in a new window.
Click the agent to assess the agent’s performance.
Select the call and the call type in the search column if you’re looking for a specific call.
Click calls on the job history, the customer record, or the service location record if you’re looking for a call associated with a specific job, customer, or service location.
Play call recordings
To access a call, click Play to listen to it. For more information about the call, click the associated customer record or job.
For more on what you can do from Call Playback, see Reclassify and edit calls.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.
Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.