Search & Replay
In Contact Centers, having a flexible, efficient process for searching and replaying recorded calls makes it quick and easy to use recorded agent/customer conversations for Workforce Optimization, Workforce Management, Performance Management, and a variety of other applications.
Locate calls using any combination of:
- Call duration
- Marked calls
- Date and time
- User name
- CLI/dialed number
- Notes fields
- Call direction
Being able to quickly and easily search and replay call makes it easier for administrators and supervisors to:
- Resolve customer and transactional disputes
- Perform advanced quality assurance measures
- Analyze the voice of the customer for trends, problems, or opportunities
- Accurately schedule and forecast staffing needs
Once the record you want to listen to has been retrieved, supervisors and administrators can listen to the call in its entirety, as well as see all additional metadata, annotated notes, associated data files, and screen recordings.