First validate that your agents are configured correctly to tag the call recording to them if you are searching by name. Then verify that the agent is assigned to your user name (reviewer profile) so you have permission to view their calls.
Remember: You can always search for the call based upon the date/time along with the telephone number called or the caller’s incoming number.
The agent may not have been configured in the system to tag the agent name to a call. The agent’s details will need to be added in that case.
If the user is a Cloud Contact Pro agent, please check and ensure that the agent is added to Cloud Call Recording with the identical details that are set up for the agent in Cloud Contact Pro. This is usually done automatically by the system.
In the UK: if the user is a Cloud UC/PBX Extension, ensure that the user is added with the agent ID identical to the direct dial number used on Cloud UC/PBX.
For full functionality in Cloud Call Recording, please check that you are running Internet Explorer in compatibility mode. For all advanced features, you will also need to download the Active X package and run this on your computer to install the relevant files. Sometimes this is not automatically downloaded to you because of your organization’s security policy.
Copies of a call recording can be emailed to any number of recipients from within the call details dialog for any call. From the call viewer, click the magnifying glass on the row of the call you want to send and then enter the email section. To attach the call as a file attachment in Windows Media Format, simply uncheck the “recipient has access to Cloud Call Recording” box, or to send a URL to the call within the system, leave that option checked.
Calls that have been identified within the call list can be copied from Cloud Call Recording to a standard Windows directory, to a remote directory, or to CD/DVD removable media, as non-streaming media (WMA or WAV) for use somewhere else.
You need to change the settings on the call display window to add the columns you want to display and then refresh the screen. To add columns click on the column options button above the call viewer grid and add the columns that you need to view using the field selector.
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Mon Jul 17, 2017
What Does a Contact Center Agent Do?
If you’ve ever wondered about the profession of these workers who handle our inquiries day in and day out, dealing with us when we’re sometimes confused, exasperated or even downright angry, here’s a small look at what goes on behind the scenes.