Recordings Tab - NO LONGER AVAILABLE AFTER VERSION 4.7

QC Recordings

Recordings that are queried for QC from the VSLogger Monitor, or scheduled to be automatically sent to Adutante for QC will be displayed here.

Please note that this is only subset of the recordings. To access all recordings connect directly to recorder from the Recorders Tab

Search Parameters

Search by a variety of parameters to narrow down to specific calls.

Available Search Parameters (Please note, these parameters may change or increase as new software releases become available):

Recorders Selection (Select from available recorders)
Time Range (Specify date range of call recording)
Channels (List of available channels. Note: If ALL recorders is selected, list of channels will not display)
Agents (If description is filled out during channel setup, these values will be shown)
Clients and Campaigns (See Call Center Seating to assign agents to proper campaigns. Clients/Campaigns are set up by administrator)
Advanced Filters (Select from Dropdown, Contains/Equal/Not Equal and Input Value)

Duration (Length of call)
Direction (Inbound or outbound)
Recording ID (Unique ID created for each recording by the recording server)
Extension
Caller ID
Dialed Number
Note (Note added to recording)

Search Commands

SEARCH Command displays results within the active RESULTS tab.
NEW SEARCH command creates a new search results tab.
CLEAR SEARCH clears all search parameter values

Search Results

Search results are displayed on the right hand side. If a NEW SEARCH is created, another tab will be created. Example: S1, S2, S3. Each tab will list the results for the parameter selected. Close each results tab by clicking the TRASH icon.

The results can be exported as a list of comma separated values for easy import to other programs, such as a spreadsheet. Select the Results Tab to export and click on the EXPORT ICON.

Hide Menu and View Settings

There are several information fields associated with recordings, not all of which are populated in any given recorder configuration. You can choose to hide fields that are not in use and save your setting so that the view is restored in future sessions.

Click the in the RESULTS tab. The field names without a check mark are currently hidden and checked fields are displayed. Choosing any field name will toggle the check mark, causing that field to either be hidden or shown. Once satisfied with the current display, select SAVE to retain your settings. If your session ends or you close the browser before SAVING, your columns will revert back to your last saved setting.

Sort the listing on any field by clicking the field header.

Playback Recording

To play back recording. Click on the PLAY icon. This action will launch a player panel.

Player Panel Controls

Add/Edit the note for the call.
Flag a call.
Download the call.

Other Play Panel Controls

Close Play Panel. Closing the PANEL will clear your playlist.
Maximize Play Panel. This will expand your PLAY PANEL for maximum viewing
Dock Play Panel. Clicking this icon will DOCK your play panel to the lower left corner. You can still add calls to the playlist, however, in some browsers audio will not be heard until the Play Panel is un-docked.

Keep Adding to Playlist

Add Additional Calls to Playback. Keep the Playback Panel open and click a different recording to add to playlist.

Create Evaluation

When clicked, all calls in the playlist will be graded. As long as they are from the same day.

If you only want one call evaluated, have one call in your playlist.

QC Evaluation Pop Up Screen

The calls selected will be displayed in the popup.
Select Agent to be Evaluated (Agents are pulled from the Call Center Agents Group which is setup under the Administrators General section)
QC Form: Select QC form to attach and grade for the selected recordings. QC forms are created under FORMS in QC.
After clicking SUBMIT. You will be taken to the QC Module and the recordings and QC form will be displayed for grading.