Extended Call Details: Voice

Who should read this article: Administrators, Supervisors

The Extended Call Details page for voice calls provides call metadata and insights. Depending on features activated, it might include participant talk time, call events, sentiment analysis, conversation score, conversation summary and topics, notes, and keyword usage.

Introduction

Voiso maintains a detailed record of every interaction handled by your contact center. You can browse, search, and filter the Call Detail Records (CDRs) using the Call Detail Records page from the Reporting menu. The list of interactions includes high-level information for each interaction. To view the details for any interaction, click the link to it to open the Extended Call Details page for the interaction.

The Extended Call Details page for voice interactions is divided into four sections:

• Header

• Metadata

• Call recording audio player

• Call transcript

Header

The Header section of the Extended Call Details page includes a link to the page, the total number of related calls, and navigation buttons.

Link

To copy the URL for the page to your computer clipboard, click the copy button (1 in the screenshot above). The URL includes the UUID , a unique identification value assigned to the Call Detail Record  in your contact center database.

Total calls

The total calls tally (2 in the screenshot above) tells you how many interactions are related to the current interaction. Interactions of the same type are related when the contact and agent are the same.

Navigation

To scroll from one related interaction to the next, click the “ <” and “ >” buttons (3 in the screenshot above) to navigate to earlier and later interactions. If there are no related interactions, the buttons are unavailable.

Metadata

The metadata section provides primary details, core interaction properties, and, if enabled, a call summary and notes that a supervisor or administrator can use for analytical purposes.

Primary details

The primary call details area (1 in the screenshot above) includes the participants' names, phone numbers, or IDs, the date and time of the call, and the call duration.

Call details

The call details area (2 in the screenshot above) can include some or all of the following information about the call:

Summary

If Speech Analytics is enabled for your contact center, a summary of a transcribed conversation in one of the supported languages is displayed below the call details (3 in the screenshot above). Summaries are up to 240 characters in length. If the summary is longer than the width of the page can accommodate, use your mouse pointer to view the interaction summary tooltip. The call summary highlights important points and key topics to enable managers to know what a conversation was about without reading the transcript or listening to the call recording. The summary includes the outcome of the interaction.

Notes

If Call Notes is enabled for your contact center, notes added by agents during after-call work are included in this section (4 in the screenshot above).

Call recording audio player

Users with the Allow recordings download permission granted see the Call recording section on the Extended Call Details page. The Call recording section provides a playback widget to enable the user to listen to a voice recording of the call.

The playback widget has four main components, indicated by the numbers 1 - 4 in the screenshot above.

1. Playback control: Click the Play and Pause buttons to start and stop recording playback. Click the Back 10 seconds button to skip 10 seconds backward in the recording. Click the Forward 10 seconds button to skip 10 seconds forward in the recording.

2. Playback options: Click the volume slider to increase or decrease the playback volume. Click the Sound on or Sound off buttons (the speaker icons) to toggle the audio on or off. Click the 1x button to change the playback speed – 1x, 1.5x, and 2x the original recorded speed are supported. Click the Download button to download an MP3 of the recording to your computer. The MP3 filename is encoded with the UUID of the interaction.

3. Timeline bar: The Timeline bar includes a playhead control that indicates the current position of the call recording playback. You can drag the playhead backward and forward to change the playback position in the timeline. Clicking the playhead pauses and starts playback. Clicking on the timeline automatically moves the playback head to the clicked position. Diamond markers indicate call events. Call events are linked to events in the call transcript.

4. Time codes: The two time codes indicate the playback's current time position and the recording's total length.

When Speech Analytics is enabled for your contact center, the Speech Analytics waves are displayed, as indicated by numbers 5 - 8 in the screenshot above. Speaker waves display black bars when the indicated participant is speaking. Grey bars indicate silence. The participant's identity is displayed on the left side of the bar, and the percentage speaking time is indicated on the right side.

5. Agent speaker wave: The black bars indicate when the agent is speaking in the timeline.

6. Contact speaker wave: The black bars indicate when the contact is speaking in the timeline.

7. Sentiment wave: The colors indicate the sentiment of the speaker. Red is negative, grey is neutral, and green is positive.

8. Topics wave: The colors indicate the topic of the conversation.

During playback, a line extends from the playhead to the waves to help you visualize who is speaking, their sentiment, and the topic of the conversation.

Call transcript

When call recording transcription is set up in the System settings, calls that are longer than the specified minimum call length are transcribed and are available in the Transcript section of the Extended Call Details page.

If speech analytics is enabled for your contact center, keywords are highlighted in the transcript. For more information about using the Transcript feature, refer to Use Case: Call transcript review.

The Transcript section includes a complete transcript of the call recording with timestamps (1 on the screenshot) indicating call events (2 on the screenshot), the identities of the speakers (3 and 5 on the screenshot), highlighted keywords when the Keyword feature is enabled (4 in the screenshot), and the Search field (6 on the screenshot) enabling you to filter the transcript.

Call events

Call events are any significant contact center call milestones or transitions or an occurrence or action related to a phone call between a contact and an agent. Call events can include actions such as answered, placed on hold, transferred, or disconnected. Each call event is associated with a timestamp – the time, in hours, minutes, and seconds, that the event started. In the transcript, click a timestamp to listen to the call recording beginning at the selected moment.

The following events might be encountered in a transcript:

• Dialing: For outbound campaigns, the Dialer is dialing the call.

• Prequeue: For inbound calls, the call is in the IVR or routing to a queue.

• Inqueue: For inbound calls, the call is waiting in a queue.

• Routing: For inbound calls, the call is waiting for a connection with an agent.

• Timeout: The call did not connect to an agent within the specified timeout and was terminated.

• Talk: The agent and contact talk with one another.

• Hold: The call is on hold.

• Transferring: The call is transferred to a number outside the contact center system.

• Consulting: A second party is added to the call.

• Blind transfer dialing: The agent is dialing a transfer target.

• Blind transfer talk: The agent is talking to the blind transfer target.

• Released: Call transfer to the other party is complete.

• Hangup: The agent ended the call.

• Postcall: The agent status was After Call Work.

• Click-to-call: For CRM integration, the agent uses click-to-call in the CRM.

• Agent connected: For CRM integration, the agent is connected to a click-to-call interaction.