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Enhanced Recording  - Help

Enhanced Recording  - Help

 

Contents

  • Login
  • Calls Tab
  • Forms Tab
  • Evaluations Tab
  • Admin

 

Login

Account

Account name

Email

Username (email address format)

Password

User assigned password

 

Calls Tab    

Search dropdown

Allows you to select any number of random calls for playback or evaluation. You can also filter for calls less than or greater than a set number of seconds

Audio Player

Allows start/pause/stop of selected file

Includes volume control and download button

 

 

Evaluate Button   

Allows evaluation of all calls on page

 

 

Call List

Columns - Can be re-ordered in ascending or descending order. Searches can be executed based on column information

 

Call Details

Arrow - show additional call information and add notes to a call

 

Edit

Check box - selects the call

 Evaluate icon - creates an evaluation of the selected call

 Playback icon - starts playback of selected call in the player

  Download icon - downloads a copy of the selected call

Caller Name

Displays the caller ID information of the caller as displayed on the phone

Caller Number

Displays the caller number

Destination

Displays channel resource that was called

Duration

Displays call length in seconds

Date

Displays date and time of call

Evaluated

Displays whether call has been evaluated

Notes

Displays the evaluation notes

 

Call list navigation

                Click the numbers or arrows at the bottom of the page to view the list

                Items per page can be changed from the dropdown option

 

 

Forms Tab 

Create QA Form Button

  Click to create a new form. Give it a Name and then click Create

Click Add Section

Click Add Question

Type question

Select answer type

            Multiple - checking all options will score 100%

Single -  checking highest value option will score 100%

Slider - checking highest value option will score 100%

Type answer and select a value

Click Add Answer to add additional answers and values

When finished, Click Save Question

To remove the question, click Remove Question

To remove an answer, click trash can

To reorder a question or answer, hover over the question or answer, then use the blue arrows that will appear to the left to move the question or answer up or down

Continue to add sections, questions and answers until form is complete

To save the form click Save

To save and publish the form click Save And Publish (note: the form can be used for evaluations once it is published)

 

Forms List

 

Edit

To edit or delete a form

  Edit - opens selected form for editing

Open the form, click , re-open the form to edit, then click 

Important! - Once a form is published, questions cannot be changed. Only existing answers and values can be edited

 Delete – deletes selected form

 

Name

Name of form

User

User that created the form

Published

Displays status of form

Created

Date that form was created

 

Evaluations Tab

Forms List

 

Edit

To edit or delete an evaluation

 Edit - opens selected form for editing

 Delete – deletes selected form

Name

Name of evaluation

User

User that performed evaluation

 

Source

Calling party information

Destination

Called party information

Approved

Supervisor approval status of evaluation – Yes, No , Pending

Score

Scoring (in percent) of evaluation

Created

Date that evaluation was performed

Notes

Displays notes in Evaluation Notes field

 

Admin

 

 

Users

 Create User Button

   Click to create a new user

First Name

Last Name

Email (username)

Password

Permissions

Admin (Add users, view reports)

Supervisor (Create forms, approve evaluations)

Evaluator (Evaluate calls)

Non selected - basic playback only

Click Create

After creating you can edit the following

Select Time option to limit playback to last 1 or 2 hrs

Destination Channel - Select accessible resources (none selected grants access to all resources)

 

User List

 

Edit

To edit or delete a user

 Edit - opens selected user for editing

 Delete – deletes selected user

First Name

First name of user

Last Name

Last name of user

 

Email

Username (email address) of user

Created

Date user was created

 

Settings

 

Retention

Sets retention parameters for automatically deleting calls

Space Used

Lists the amount of local storage space used

Save

Saves updated information

 

 

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Created: 2017-10-18 20:49:11 UTC
Updated: 2017-10-18 20:51:40 UTC
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