on - edited on by
tomphillips
Contents of this Article
- Permissions for Comments
- Benefits of Using Comments
- Create Comments in Invoca
- Filter Capabilities
- Private Comments
Permissions for Comments
Comments can be added to entire calls or specific transcript events in the Invoca platform with various visibility options available.
Comments Visibility by User
|
User(s) |
Description |
|
Everyone |
Public comments are visible to all users in the network. |
|
Mention Only [@] |
Private comments are shared only between specified "@" users. |
|
Only Me |
Private comments are visible only to the individual user. |
Note: Call comments are only visible at the network level.
Benefits of Using Comments
Comments can be used to enhance collaboration and enables users to highlight specific aspects of a call, either publicly or privately.
- Collaboration: Users can create the “Mention Only” or “@” comments to work with others on updating call scripts or improving customer communication strategies.
- Personal Notes: Users can create “Only Me” comments to mark specific transcript events or calls as reminders for future reference.
- Phrase - Spotting: Users can utilize “Everyone” comments to mark specific transcript events and update phrase-spotting capabilities.
- Add Visibility: Users can additionally utilize “Everyone” comments to highlight specific moments of interest for others to see.
Create Comments in Invoca
Users must access the individual Call Details via the Call Review Console or Calls Report in order to create comments.
Call Review Console
In the Call Review Console window the Comments section is located in the right-hand column.
To create a call-level comment, select the Call Comment button.
When you select Call Comment, the entire transcript will be highlighted.
The event you’ve selected will be highlighted for your reference.
Calls Report
To create a call-level comment that doesn’t reference a specific transcript event, begin typing into the text box located in the Calls Report window.
Select the comment icon next to a transcript event to create a comment specific to that event.
After creating the comment, the event will be visible in the comment section as a point of reference for your future needs.
Filter Capabilities
Within the Invoca platform, comments can serve as filters. You can filter calls to only display calls with comments, OR to only display calls without comments. Additionally, you can filter calls to display comments from a specific user.
In the Call Review Console Filters column, you can choose which calls to focus on by using the following filters:
- Has Comments: Calls with comments created by any user.
- No Comments: Calls without any comments.
- Comments by User: Calls with comments made by specific users, including the active user.
- User Mentions: Calls with comments where specific users are mentioned “@” by any user.
The Comments by User and User Mentions filters have a secondary menu that lists all users in the network who have either created comments or have been mentioned in comments.
In the Call Reports filters capability, you can choose which calls to focus on by using the filters listed below.
- Comments Made by Select User(s): Calls with comments made by specific users, including the active user.
- User(s) mentioned: Calls with comments where specific users are mentioned “@” by any user.
- Comments Made by Anyone: Calls with comments created by any user.
- No Comments Made: Calls without any comments.
The Comments Made by Select User(s) and User(s) mentioned filters have a secondary menu that lists all users in the network who have either created comments or been mentioned in comments.
Private Comments
Private comments are only shared between designated or specified users. The initial creator or original source of a comment is the only person with the ability to control visibility of and access to that comment thread. This primary user can switch and enable visibility between all aforementioned user permission levels.
The Mentions Only or "@" comments are only visible to the users mentioned or tagged in the comment(s). This feature facilitates private discussions, enhancing collaboration and efficiency in call reviews within the Invoca platform.
In the illustration below, Erick shares a private comment with Tom about the caller’s need to purchase a home. Only Tom can view this comment, and respond accordingly.
Only Me comments are only visible to the individual user. This enables users to add and create notes, reminders, save for later, etc. directly on calls for themselves.
