How to Obtain a Call Recording
Learn how to obtain a call recording using Smart Queue.
Obtain Call Recordings to Monitor, Evaluate, and Assess Calls
Call recordings are a great way to monitor calls. You can use call recordings to evaluate the effectiveness of your agents, or document persistent customer inquiries or complaints.
To obtain a call recording, first select the queue that you wish to review. Select the time range from which you wish to obtain a recording under the Quick Activity reports section.
After the report generates, select the Answer Details tab, which is labeled as Ans. Dt.
Find the call you wish to obtain a recording of under the Queue Details section. Click the magnifying glass icon to the right, and a new window will appear.
Click on the tab labeled QA. Under the QA (Quality Assurance) tab, you will find additional information about the call. Click on the link under Audio Recordings and your call recording will begin to play.
Right click on the browser window of the recording and select the Save option to save the recording to your computer.
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