Click the links below to learn how to perform a task.
- Voice recording search
- Voice recording search parameters
- Listen to Voice Recordings
- Download voice recording
- Cloud Storage
- Create an Evaluation
Voice Recordings Search
In the UNIVERGE BLUE® ENGAGE, interactions between agents and customers are recorded and stored for a set retention period. To search, review, listen and download Voice recordings, go to Analysis > Recordings > Voice Recordings.
The Search voice recordings page appears.
After you finish entering parameters, click Search. The results appear in chronological order, and show Call Date, Duration, Caller ID, Queue, Agent, and Phone Extension of an Agent, as well as any Classification information, if available.
Voice recording search parameters
The following parameters apply to all Voice categories:
- When typing data, enter a partial string for a word or number. Do NOT use wildcards "{}".
- The logic used to conduct searches with multiple parameters is the Boolean AND gate.
- Call Type: Select the type of phone call being searched. These are Queued Incoming Calls, Direct Transfers, Outgoing Calls, and All Calls.
- Processed between: (Mandatory) Enter a date range using the format mm/dd/yyyy.
- Client Type; Claim No; Account No; Provider No; Main Subject; Sub-subject; Sub-subject details; Resolution; Notes: These are all values that an Agent might have entered when performing a Classification at the end of a call. To enter a value, click the three dots (...) next to the box to open a dialog box with a list of choices applicable to the box. Choose your value, and then click OK.
For example, the image below shows the dialog box for the Main Subject box, along with options available for that box.
- For all Call Types, with the exception of Direct Transfers, click to select the Teams and Agents you want included in the search.
To include non-active Agents, click to select the Include non-active agents checkbox.
Queued Incoming Calls Parameters
- Calling Number: The phone number of the caller (from caller ID).
- Calling Name: The name of the caller (from caller ID).
- Number Dialed: The IVR number the caller dialed.
- Queue Name: The queue that received the call.
- Call Length between: The length of the call. Enter the minimum call length followed by the maximum call length.
Direct Transfers Parameters
- Calling Number: The phone number of the caller (from caller ID).
- Calling Name: The name of the caller (from caller ID).
- Number Dialed: The phone number that the agent transferred to.
- Call Length between: The length of the call. Enter the minimum call length followed by the maximum call length.
Outbound Сalls Parameters
- Number Dialed: The phone number that the agent dialed out to.
- Call Length between: The length of the call. Enter the minimum call length followed by the maximum call length.
Listen to Voice Recordings
To listen to an audio recording, perform a search and click Listen. You can open the audio recording immediately or save it first, before opening it. Audio recordings are saved in MP3 format. MP3 files can be played by most common audio players.
Download Voice Recordings
To download multiple Voice recordings, follow the instructions in Download Multiple Recordings.
- Account time zone: Eastern Standard Time (UTC-05:00).
User time zone: Pacific Standard Time (UTC-08:00).
When searching for voice recordings, you would see the Call Date from the Voice Recordings page in PST:
- The file name of the downloaded recording will use the same time zone as shown in the Admin Portal.
20220202_100355_IN_16472771101_Jessica Smith_df7711d7-4924-4529-b76e-826453a6a4c6
Cloud Storage
To learn about storing recordings, see Cloud Storage.
Creating a new Evaluation
To learn about creating evaluations through the Voice Recordings page, see Creating a New Evaluation.