Basic Knowledge: Mark a Call as Reviewed

[Jacaselon]

Contents of this Article

• General Overview
• Permissions for Marking a Call as “Reviewed”
• Benefits of Marking a Call as “Reviewed”
• Mark a Call as “Reviewed” in Invoca 
• Filter Capabilities
• Reporting
• Dashboard Tiles

General Overview

The "Mark Call as 'Reviewed'" feature is a vital component of the Invoca platform, offering users a powerful tool to enhance their call review processes. By enabling precise tracking, filtering, and reporting on call reviews, this feature helps streamline quality assurance efforts, improve team collaboration, and ensure that all calls are systematically evaluated. The ability to view and manage "Reviewed" calls across various reports and dashboards empowers managers and analysts to make informed decisions, drive targeted coaching, and maintain a high standard of performance. This feature supports a more organized, efficient, and data-driven approach to managing call interactions within the Invoca platform.

Permissions for Marking a Call as “Reviewed”

Any Contact Center user can perform this action and mark a call as reviewed. The steps on how to mark a call as reviewed are contained later in this article in the Mark a Call as Reviewed in Invoca section.

User(s)	Access Level
Filtered Reporting Users	Access may be limited to specific locations or agents based on filtered permissions.
Managers	Broader access across all locations and agents, providing a comprehensive overview.

Benefits of Marking a Call as “Reviewed”

Marking a call as "Reviewed" offers several valuable benefits that we believe will enhance your team's processes:

1. Efficiency: Marking calls as "Reviewed" streamlines the review process, allowing QA/Sales Managers and Supervisors to quickly identify which calls have been reviewed. This feature saves time by enabling users to easily locate reviewed calls later for coaching or further analysis.
   
   
2. Organization: The ability to mark calls as "Reviewed" helps maintain a clear and accurate record of which calls have been reviewed, including the date, time, and user who performed the review. This ensures that all reviewed calls are systematically tracked and managed.
   
   
3. Enhanced Reporting and Filtering: By capturing the review status of each call, users can filter and generate reports based on whether a call has been reviewed, is yet to be reviewed, or was reviewed by specific users. 
   
   
4. Improved Collaboration: Multiple users can collaborate more effectively by tracking and managing call reviews together. The feature fosters better team coordination, ensuring that everyone is on the same page regarding which calls have been reviewed and the actions taken.
   
   
5. Targeted Coaching: The clear identification and filtering of reviewed calls allow for more targeted coaching and feedback, as managers can easily access and focus on specific calls that require attention.

Mark a Call as “Reviewed” in Invoca

Users must access the individual Call Details via the Call Review Console or Calls Report in order to mark the call as “Reviewed”.

Call Review Console

1. Log into your Invoca account, and select Call Review from the left sidebar menu.
   
   
2. Select the call you want to mark as “Reviewed” from your list of calls shown.
   
   
   
   
3. The Review Status section is located in the left-hand column of the Call Detail window in the Call Review Console as shown below.
   
   
   
   
4. Select the Reviewed button to mark the call as “Reviewed. The user’s information, date, and time in which the call was marked as “Reviewed” will be captured and displayed.
   
   
   
   
5. If you would like to view the “Review History” for a given call, click on the Call Info button in the upper right-hand corner.
   
   
   
   

Calls Report

1. To mark a call as "Reviewed" within the Call Report, navigate to the individual Call Details page. 
   
   
2. Then locate the Signals tile to search for the "Reviewed" signal. 
   
   
3. You can then manually update its value to "True" which will mark the call as "Reviewed".
   
   

Filter Capabilities

Within the Invoca platform, the “Reviewed” status can serve as a filter. You can filter to only display calls that have been Reviewed, OR to only display calls that are Not Yet Reviewed. Additionally, you can filter calls to display Reviewed by a specific user.

Call Review Console

In the Call Review Console Filters column, you can choose which calls to focus on by using the following filters:

• Reviewed: Reviewed by any user.
• Not Yet Reviewed: Calls not yet reviewed by any user.
• Reviewed by User: Calls reviewed by specific users, including the active user.
  
  

The Reviewed by User filter has a secondary menu that lists all users in the network who have reviewed a call within the specified date range.

Calls Report

In the Call Reports filter options, you can focus on specific calls by applying the filters listed below. The "Reviewed" status is a Signal, so it will be located under the Signals filter. The "Reviewed by" is a Category, so it will be located under the Categories filter.

Signals: Reviewed

• Options: Yes, No, Not Applied.

Reviewed by: A list of users that have marked calls as “Reviewed” within the specified date range will appear for selection.

Reporting

The reporting capabilities within the Invoca platform are designed to provide users with comprehensive insights into their call review processes. By leveraging the "Reviewed" status and "Reviewed by" filters, users can efficiently manage and analyze their call data. These filters allow for precise reporting on which calls have been reviewed, who reviewed them, and when the review occurred.

Calls Report

Use the Calls Report to view the "Reviewed" status and "Reviewed By" details alongside other data provided by Invoca, which displays a comprehensive overview in one location.

Custom Summary Report

Use the Custom Summary Report to view aggregated "Reviewed" metrics, providing a summary of actions taken by QA/Sales Managers, QA Analysts, and others, organized by locations, profiles, and more.

Transactions Report

Use the Transactions Report to view the "Reviewed" status and "Reviewed By" details specific to each action in the call.

Dashboard Tiles

You can create Dashboard Tiles to view a high-level overview of your "Reviewed" calls metrics. From these tiles, you can dive deeper by navigating directly to the Call Review Console or Calls Report for more detailed analysis.