This article describes a feature exclusively for Invoca for Contact Center customers.
As a sales manager, quality assurance lead, or call center agent, the Call Review Console is one of the main pages in your Invoca account for easy access to actionable information. While your Dashboard gives at-a-glance insights into high-level aggregation of your phone calls, the Call Review Console is a place where you can identify specific calls of interest. From there, you can:
- Dig in on call recordings and reporting data
- Save the call for follow-up actions with your customers
- Comment and share calls with your call center agents for coaching opportunities
… and more.
To access the Call Review Console in your Invoca account, you must have the Invoca for Contact Center (Sales) license. Once this license is assigned to your Invoca account, you will see the Call Review in the sidebar menu.
In the Filters column, you can choose which calls to focus on. You can filter by the following:
- Date Range: Choose to view calls based on when those calls took place
- Scorecards: View calls by a given scorecard. This also adds a percentage score for that scorecard to your call cards. You can choose “Applied” to view calls in which the call met the Scorecard’s qualifying criteria or “Not Applied” to view calls that did not meet the Scorecard’s qualifying criteria.
- Signals: Filter by one or more Signals you've set up in your Invoca account. You can choose "Yes" to view all calls in which that Signal's conditions were met, "No" to view all calls in which that Signal's conditions weren't met, or "Not Applied" to view calls in which that Signal had no opportunity to take place.
- Agents: Choose a particular agent or multiple agents at your call center to view all calls handled by that agent(s). This view is great for identifying coaching opportunities.
- Global Transcript Search: Enter any word or phrase to search from your phone calls with a transcript in which that word or phrase was spoken. You can use the Speaker drop-down menu to specify whether you want that phrase spoken by the Caller, the Agent, or either party on a given call.
- Comments: Choose to view calls where Comments are present or not and by specific users. Additionally, you can view Private comments you created that are only viewable to yourself!
- Marketing Data: Select a Marketing Data field in your Invoca account, then select one or more values for that data field from among your calls. You can combine more than one Marketing Data field here for an even more selective filter.
- More Filters: Filter by the call data from your Invoca call details report, such as the duration of calls, Caller ID, destination phone number, and more.
In the main column, you'll see a list of call cards in your Invoca account that fit the criteria you set in the Filters column. You can also sort these calls by Most Recent, Least Recent, and if a Scorecard is selected Highest Score or Lowest Score by using the Sort By drop-down menu in the upper right corner.
Click on any call card in the main column to dive into a detailed view of that phone call, complete with recording and transcript.
The Call Detail view gives you the information needed to take the right action, such as agent coaching or addressing customer experience breakpoints. From the Call Detail view, you can:
- View and expand Scorecard details
- Reference Signal evaluations and make corrections if needed
- Search the transcript to find key points in the conversation within the transcript
- Play the audio recording of the call and view the percentage of talking by the agent and caller
- You can add comments to your phone calls and tag other members of your team — see How to review your phone calls by listening to recordings and reading transcripts for more details.
Getting the most out of your Call Review console
With a tool as versatile as the Call Review console, here are a few tips from our Invoca team to ensure you're getting the most value out of it right away:
1. Visit your Call Review console every day
The Call Review console is a tool for tracking your important calls as they occur for quick insights. To act on those insights before they get stale, staying on top of your calls as they come in is important. Quicker feedback also helps keep your agents familiar with the call in question when you utilize it as a coaching opportunity. Speaking of which…
2. Involve your call center agents
Everyone at your organization can learn something from the Call Review console — not just managers. Your call center agents can access their phone calls here as well, for self-directed learning and improvement.
3. Turn your Dashboard Tiles into Call Review filters
Did you know you can navigate from any tile on your Dashboard that was created with the Builder tool directly to your Call Review console? Click the menu icon on any builder tile and select “View in Call Review”. From there, you'll go straight to your Call Review console with the filters from that Builder tile already set the same as that tile!
4. Keep your Scorecards up-to-date
Scorecards are a key tool for the Call Review console by putting evaluation metrics front and center when viewing your calls. However, scripts and other success metrics at your organization can change over time. Make sure your scorecards stay fully accurate to ensure your Call Review console reflects the outcomes you want to achieve.
