Overview:
The Call Review Console allows users to quickly find, evaluate and act on calls of interest. It includes advanced filtering capabilities, AI-generated call summaries, details on call scoring and easy to use commenting features.
Looking to see an agent’s most recent calls? Investigating an operational issue? Checking to see if agents are mentioning the right promotion or appropriately handling objections? This is the place to start.
The Call Review Console allows you to quickly and easily find the calls that you are looking for and see just how well your agents are performing in a particular area.
This document will provide high-level detail about the new features and how to access them.
Key features include:
- A new interface with advanced filtering so you can quickly find calls of interest.
- AI-generated summaries to help you quickly identify calls worth digging into.
- Key agent metrics including call scores transcripts and recordings are accessible in a new layout.
- Commenting and navigating to key moments is easy in the Call Detail view,
Requirements:
- Network must have the QA Module.
- User must be assigned a “Contact Center” user license type.
Accessing the Call Review Console
If you have access to this feature you will see a “Call Review” icon in the main navigation.
This will take you to the Call Review page where you can filter calls a number of ways: by date, agent(s), Signal(s), Global Transcript Search and more.
Each call is presented as a card with vital statistics displayed such as: score, call length, agent (if available), an AI-generated summary of the call and others.
Clicking anywhere on a call card will take you to the detail page for that call.
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