VoiceLogs / VLA

overview the voicelogs tab, or voicelogs analysis (vla) , provides a centralized interface for authorized users to search, filter, listen to, and manage call recordings (voicelogs) and their associated metadata this feature is crucial for quality assurance (qa) , monitoring agent performance, and ensuring regulatory compliance by providing robust tools for scoring, downloading, and amplifying call audio key benefits quality monitoring allows supervisors and quality analysts to directly listen to the agent's conversation with the customer without having to download the recording first, supporting immediate feedback data filtration enables searching and fetching call recordings based on a wide array of criteria, including date/time, campaign, disposition codes, user, and call duration, facilitating targeted qa sampling audio enhancement provides options to amplify the customer's or agent's voice via input gain and output gain to resolve cases where the volume is low or hard to hear batch management supports the downloading of all or selected voicelogs in default or mp3 format functionality & capabilities the voicelogs feature is accessed through the voicelogs tab and offers comprehensive tools for call management voicelog list page (real time & analysis) this page is displayed after selecting a filter and clicking the "list" button it serves as the primary analysis workspace direct listening & playback users can click the icon next to the phone number or agent name to listen to the conversation directly using a floating player pop up, which includes standard controls like play, pause, and scrub audio customization the floating player offers advanced settings output gain an amplification parameter (1 10 settings) specifically for the customer's voice input gain an amplification parameter (1 10 settings) specifically for the agent's voice input mute allows the user to mute the agent's voice output mute allows the user to mute the customer's voice scoring and verification users can provide remarks and scores on voicelogs as part of a qa process they can also view the current verification status of the voicelog (whether it has been verified or not) detailed search filters users must first check the "date/time range" box and provide "start date and time" and "end date and time " additional filters include campaign filter only one campaign can be selected at a time user disposition filter filters based on the disposition code provided by the agents (e g , "sale closed") system disposition filter filters based on system generated outcomes (e g , "connected," "failed") users filter and queue filter call metadata filters filters based on phone number , filename , call id , and crt object id (customer relationship tracker id) duration filters allows filtering for calls greater than or less than a specified duration in seconds voicelogs download page (batch management) this page is accessed by clicking the "proceed button" after filtering batch download users can download all filtered voicelogs in default or mp3 formats batch deletion the page can also be used to delete filtered voicelogs in bulk, allowing for data storage management usage by personas administrator/voice admin (system configuration) recording controls responsible for setting up recording rules, including enabling voicelog recordings at the campaign level within general settings voicelog file format sets the file format (e g , talaw, tulaw, tgsm, tg729, alaw) for saving call recordings compliance configures "play periodic beep" to notify the caller that the call is being recorded, specifying the interval in seconds for the beep sound, which is essential for compliance supervisor & analyst (monitoring/qa) primary users these roles are the primary consumers of the vla tab for quality management and performance auditing remote monitoring they use the direct listening and audio amplification features to perform remote call monitoring and coaching reporting they leverage voicelog data as a source for critical reports like the call history report and call details report for deeper analysis of call outcomes agent (self service) call history access the agent can access the call history tab within their own console to view details of their calls self monitoring they have the ability to listen to and download the voice recording of a call from their personal call history tab, provided the administrator has not restricted the option to listen to self campaign voicelogs limited view agents do not have access to the broad filtering and batch processing capabilities available to supervisors