As a Manager, you can perform the below actions on the Call Recordings tab in both List and Grid views to evaluate the performance and efficiency of your team.
Add the Call Recording to the Library
Filter the Call Recordings
Below you can find how to filter the Call Recordings:
- In the Call Recordings » Call Recordings sub-tab, click on the Filters
icon above the grid.
- After the Filters window pops up, select the following filters to retrieve the call recordings.
You can filter recordings based on the following criteria:
-
- Dialers – Select a Dialer product (AI Flow Dialer / AI Parallel Dialer/ Click Dialer) from the dropdown for which the recordings are to be retrieved. Defaults to the Products that you have obtained license. Mandatory field.
-
- Dispositions – Select the Call Disposition value from the dropdown. The recordings associated with the selected disposition value will only be listed. By default, all the dispositions will be selected.
-
- Teams – Select the team(s) from the Teams dropdown, users under the selected team(s) will be listed in the Users dropdown.
-
- Users – Select the desired team member(s) from the Users dropdown. The recordings of those users will only be listed. By default, all the users in the org will be selected. Mandatory field.
-
- Date Range – Defaults to 'Today'. Either you can modify the Date Range from the drop down to list out the Recorded Calls during the date range selected.
Expand the Advanced section to view the following filters.
-
- Tag – Select the Tag(s) associated with the call recordings that you wish to retrieve.
-
- Lists – Select a List Name from the dropdown to filter the call recordings based on the List Name. The call recordings belonging to the list names selected will only be listed/displayed.
-
- Call Intelligence – Select to filter the Call Recordings based on Call Intelligence keywords for example Not a good timing & Not a priority. This filter will be displayed only if you have access to the Call Intelligence feature.
-
- Call Duration – Defaults to 'All'. If needed, select to filter the Call Recordings based on Call duration either in one of the following options.
-
-
- All
- Less than 15 Seconds
- More than 15 Seconds
- Above 1 Min
-
-
- Call Rated – By default, the option Both will be selected in the Call Rated filter. If needed, select to sort Call Recordings based on the rated or non-rated status of the Call Recordings. The available options are
-
-
- Yes – List only the rated recordings.
- No – List only the non-rated recordings.
- Both – List all the recordings.
-
NOTE: The Start Date and End Date fields will be enabled for selection only when the Date Range ‘Custom’ is selected.
To select all options in the dropdown menu at once, click Select All, and to deselect all options, click Clear.
The Clear option will be visible when any of the options listed in the dropdown is selected. You can click and clear the selected values.
- Click on the Apply button. The records matching the criteria selected will be displayed in the Call Recordings tab » Call Recordings sub-tab.
- You can further filter the recordings based on the contact name, account name, tag, call intelligence, or call disposition by entering the full or partial name of the prospect or account name in the Search by Contact/Account/Tag/Call Intelligence/Call Disposition bar.
NOTE: The option Call Intelligence will be displayed, if you have access to the Call Intelligence feature.
Play the Call Recording
Koncert allows managers to play their team's recordings which helps to improve the performance of the team.
Below you can find how to play the Call Recordings:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Play’
icon below the prospect details.
NOTE: The Play icon will also be available to the right of the recording if you have not availed the Call Transcript feature.
- Click on the Play
Click the Play icon to playback the recording.
+
- You can also perform the following actions during playback:
Playback Speed – Click on Playback Speed and you will see a list of speed options, including 1x, 1.25x, 1.5x, 2x, 2.5x, and 3x. Select your desired playback speed, such as 2x, to increase the recorded audio speed.
Volume – Tap on the Volume
icon to mute or unmute the volume.
Volume Bar – You can adjust the volume as needed by hovering over the Volume bar and tapping anywhere on the slider bar or dragging the slider to adjust the volume.
You can perform the following actions under this window. Refer to the respective sections for detailed information.
-
- View the transcription for the calls
- Rate the call
- Download the call recordings
- Share the call recordings
- Add or edit Coaching Notes for your call recording
Rate the Call Recording
Koncert allows managers to rate their team's recordings which helps to improve the performance of the team.
Below you can find how to rate the Call Recordings:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Rate this call’ link next to the prospect's name.
- Click on the 'Rate this call’ link for the recording that you wish to rate. The Rate this call window will be displayed.
Rate the call and leave any feedback/comments in the Comments field for each Category.
- Click Submit to save the rating. A confirmation message saying 'Rating Updated' will be displayed.
- After successfully submitting the rating, the 'Rate this call’ link will change as 'Rated' link and be displayed in the Call Recordings tab.
Share the Call Recording
Below you can find how to share the recordings of a user (team member) with other users in an organization:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Click the ‘Share this recording’
icon on the right side of the recording that you wish to share.
- Upon clicking the Share button, the Share Recording window will be displayed. Select the respective user(s) from the Select Users dropdown and enter comments (if any). Click Share.
NOTE: All the users associated with the logged-in manager will be listed here.
- After successfully sharing the recording, the message ‘Recording Shared’ will be displayed.
The respective Call Recording URL will be emailed to the selected user(s) Email ID, where they can listen to the recordings anytime they wish. When clicking the URL, Koncert will launch the Call Rating window and allow them to play the recording, if they are active in the Koncert portal. Else, it will ask for credentials to log into the Koncert portal.
Add the Call Recording to Library
Below you can find how to add a recording to the library:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Add to Library’
icon located on the right side.
- Click on the Add to Library’
- The confirmation message saying ‘Recording added to library’ will be displayed.
- The call recording will be added to the Library tab.
Delete the Call Recording
Below you can find how to delete a call recording from Koncert:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Delete’
icon located on the right side.
- Click on the Delete icon
against the respective record. A warning message below will be displayed.
Click OK to delete the recording.
- The call recording will be removed from Koncert. The confirmation message saying ‘Recording Deleted’ will be displayed.
Tag the Call Recording
Below you can find how to tag a Call Recording:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Tag’
icon located on the right side.
- Upon clicking the Tag
icon, the Tag Call Recording window will pop up. Either enter or select a tag from the Choose Tag dropdown.
NOTE: By default, the below tags are available:
-
- Important
- Needs Review
- Future
- Starred
- High Performance
- Team Review
- Coaching
- Competitor Comparisons
- Objections
- Marketing
NOTE: If the tag name entered does not exist, click the Add a tag<entered tag name> link to add a new one, as shown below:
Also, the newly added tag name will be displayed in the Tag dropdown.
- Click on the Save button to tag the recording. After successfully tagging the recording, the message 'Tags Added’ will be displayed.
- The selected tags will be displayed as green highlights next to the Call Disposition as shown below.
Download the Call Recording
Below you can find how to download a Call Recording:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Download’
icon located on the right side.
- Click on the ‘Download’
- The recording will be downloaded to your computer in WAV format.
Copy the Call Recording URL
Below you can find how to copy the Call Recording URL:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Each recording has the ‘Copy Link’
icon to the right.
- Click on the ‘Copy Link’
- The URL of the recording will be copied to your computer's clipboard. The confirmation message saying ‘Link Copied’ will be displayed.
Call Transcript
Koncert allows managers to view their team's call recordings transcript which helps review call content, evaluate performance, and provide feedback for improvement.
This will be visible and available across the organization on a request basis. Please reach out to support Support@Koncert.com.
The Transcription of the call recordings will be visible only for user when the option Generate User Transcription Only under the Permissions sub-tab is enabled, the transcript will be displayed only for the user’s side, when dialing the prospect who is in a two-party consent state.
If Generate User Transcription Only is disabled, the transcript will be displayed for both the User's and the Prospect's sides, when dialing the prospect who is in a two-party consent state.
Below you can find how to view the transcript of call recordings:
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Click the ‘Call Transcript’
icon to the right of the recording where you wish to view the transcript.
- Upon clicking the 'Call Transcript’
Below are the features available in the Call Transcript window.
-
-
Play – Click the Play icon
-
Play – Click the Play icon
-
- Wavesurfer – Displays the audio waveform (visual format) of the recorded audio. Tap anywhere on the wavesurfer to go to that duration.
-
-
Playback Speed
– Click on Playback Speed and you will see a list of speed options, including 1x, 1.25x, 1.5x, 2x, 2.5x, and 3x. Select your desired playback speed, such as 2x, to increase the recorded audio speed.
-
Playback Speed
-
-
Volume – Tap on the Volume
icon to mute or unmute the volume.
-
Volume – Tap on the Volume
-
-
Volume Bar
– You can adjust the volume as needed by hovering over the Volume bar and tapping anywhere on the slider bar or dragging the slider to adjust the volume.
-
Volume Bar
-
- Call Intelligence – Koncert's Call Intelligence is the process of automated analysis of call transcripts or recordings. It extracts valuable information from the conversations, including sentiment, trends, and other data points, and places keywords by analyzing call data. For example, here, based on the transcription, Koncert places a keyword such as 'Not a good timing' for the call.
You can edit the call intelligence keyword by clicking the Edit icon when hovering over the keyword.
Select the desired keyword from the dropdown. The changes made will be saved.
If you wish to delete the call intelligence keyword, click the Delete icon when hovering over the keyword.
A confirmation message below will displayed. Click OK to delete the call intelligence keyword.
-
-
Transcription – Transcription of the call will be displayed in this section. Also you can download the transcript content of call recordings by clicking the Download
icon. The exported transcript will be downloaded to your computer in ‘txt’ format.
-
Transcription – Transcription of the call will be displayed in this section. Also you can download the transcript content of call recordings by clicking the Download
Coaching Notes
The manager can add Coaching notes for the call recordings for users.
Add Note: Opens a text area where coaching notes can be added.
Save Note: Saves the coaching notes with a timestamp as shown below.
Edit : Allows for editing of coaching notes at any time by clicking the Edit icon. The owner of the Coaching notes can only edit.
List View
Also, you can perform all the aforementioned actions (Rate, Play, Transcript and Add To Library) in the List View mode by clicking the respective icons under the Actions column. Expand the arrow, where you can view the actions (Download, Copy Link, Delete, Tag, and Share recording).
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.