Call Details

overview for supervisors and group managers, the call details tab is a critical quality assurance and performance monitoring tool located within the manage menu of a voice campaign it provides a complete history and management console for the agents and groups under their supervision how it works core functionality (agent data access) supervisors have all the core functionality of the agent, applied across their managed teams viewing scheduled callbacks for their agents, and reviewing the call history of agents or the entire group supervisor specific operations these advanced actions are available when reviewing an agent's call history scoring a clickable option allows the supervisor to provide scoring/ratings to the agent's call, typically used for quality assurance (qa) data export the supervisor can download the displayed voicelog data and associated details as a csv file for offline analysis and reporting customer context the supervisor can click to view crm or hover to view customer card to link call history data to full customer details as filled by the agent prerequisites the supervisor/group manager must be logged into the supervisor console the user must have appropriate management permissions for the specific campaign or process to access its manage tab voicemails are a separate feature, and the ability to access them is a licensable feature for the supervisor benefits enhanced quality control the ability to access voicelogs and apply scoring enables systematic qa reviews and targeted coaching, leading to higher overall service quality operational efficiency the download (csv) feature facilitates advanced performance analysis, helping managers identify trends and bottlenecks to optimize workflows and resource allocation risk mitigation access to detailed call history and voicelogs provides an irrefutable record of interactions, which is essential for resolving customer disputes and ensuring compliance with regulatory standards use cases agent coaching session a supervisor filters the call history for a specific agent, finds low scoring calls, and uses the scoring and listen to voicelogs features to prepare specific audio clips for a targeted training session handling compliance audits a manager uses the download (csv) feature to export all call records for a specific time period, providing a full audit trail of interactions to a compliance officer dispute resolution a customer contacts the call center with a complaint about a previous agent the supervisor quickly reviews the agent's call history , listens to the relevant voicelog, and uses view crm to verify the data recorded, resolving the dispute quickly and accurately