As a user, you can perform the below actions on the Call Recordings tab to evaluate your performance and efficiency.
Filter the Call Recordings
Below you can find how to filter the Call Recordings:
- In the Call Recordings tab, click on the Filter
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:
- Call Disposition – Select the Call Disposition value from the dropdown. The recordings associated with the selected disposition values will only be listed.
- Product – Select a Product (AI Flow Dialer / AI Parallel Dialer) from the dropdown for which the recordings are to be retrieved. To retrieve recordings for all the products skip the field 'blank'.
- Tag – Select the Tag(s) associated with the call recordings that you wish to retrieve.
- List Name – Select a List Name from the dropdown.
- Date Range – Either select a Date Range from the drop down or select a Start Date and End Date from the respective fields to list out the Recorded Calls during the date range selected.
NOTE: The Start Date and End Date fields will be enabled for selection only when the Date Range ‘Custom’ is selected.
Alternatively, you can click Select All to select all options at once in the dropdowns.
- 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 or account name by entering the full or partial name of the prospect or account name in the Search by Contact/Account bar.
By default, the Grid View mode is selected, and records are displayed in the grid view format. In this mode, you can see records in a visually organized grid.
Alternatively, you can click on the List View icon to switch to the list view mode. In the list view, records are displayed in a more compact format, making it easier to view multiple records at once.
Play the Call Recording
As a user, you can play your own Call Recordings in the Call Recordings tab.
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.
- 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.
Rate the Call Recording
As a user, you can rate your own Call Recordings in the Call Recordings tab to evaluate your performance and efficiency.
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 ‘Star’
icon next to the prospect's name.
- Click on the ‘Star’
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 Star icon will turn yellow
and be displayed in the Call Recordings tab.
Share the Call Recording
Below you can find how to share the recordings to you and your Manager.
- Filter the Call Recordings as mentioned in the Filter the Call Recordings section.
- Click the ‘Share this recording’
icon to the right of the recording that you wish to share.
- Upon clicking this button, the Share Recording window will be displayed. Select the required user(s) from the Select Users dropdown and enter comments (if any). Click Share.
NOTE: Recordings can only be shared with you and your manager. Therefore, you will see your name along with your manager's name in the Select Users dropdown.
- 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 as they wish. When clicking the URL, Koncert will launch the Call Rating window and allows them to play & rate the recording, if they are active in the Koncert portal. Else, it will ask for credentials to log into the Koncert portal.
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 to the right.
- Click on the Delete icon
against the respective record. A warning message below will be displayed with the OK button.
Click OK to delete the recording or click the icon to cancel the deletion process.
- The call recording will be removed from Koncert. The confirmation message saying ‘Recording Deleted’ will be displayed.
Call Transcript
As a user, you can view your own call recordings transcript which helps review call content, and evaluate performance for improvement.
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 that 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
to playback the recording.
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.
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.
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.
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.