When clicking the play button the call playback page will appear and the call will start to play. You will get a summary of what was on the search page you will also have the option to tag the call to a specific department by choosing a department from the drop down. You can also add notes to the call that are searchable in the show advanced options on the search page, so if you want to ad pre-set phrases or just add general information about the call you can. You can also give each call a graded star rating from 1 – 5 which can be used for staff appraisals and training. You also have the option here to reload the call and close the box to get back to the search page. You may also see the delete and download button if you have the relevant permissions.
Related Calls
This section will show you a full audit trail of every bit of communication you have had with the external telephone number or customer. This comes in handy if you have an on-going customer complaint, you don’t have to go back and search for all the calls you can just click from here the call you want to listen to.
Questionnaires
We can build questionnaires into the system so you can answer them while listening to the call. They are completely customisable so they can be multiple choice, 1 -5 e.c.t. For example if you have a CSI questionnaire you want to add to the system we can do that for you.
Voicesafe gives you the facility to email the call you are currently on to one or multiple users. Click on the person’s name that you want to send the call to and press add and then press send to send the call.
History
Here is where all the actions for this call have been time and date stamped with user credentials so you can see if calls have been listened to or not.
