Filter the Call Recordings

Play and Rate the Call Recording

Share the Call Recording

Delete the Call Recording

Tag the Call Recording

Filter the Call Recordings

Below you can find how to filter the Call Recordings:

1. In the Remote Coach tab, click on the View Call Recordings button above the grid.

2. After the View Call Recordings window pops up, select the following filters to retrieve the call recordings.

You can filter recordings based on the following criteria:

• 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.

• Product – Select a Product (Flow Dialer / Agent Assisted Dialer / Click Dialer / AI Flow Dialer / AI Parallel Dialer) from the dropdown for which the recordings are to be retrieved. To retrieve recordings for all the products, select the option 'All Products'.

• Call Disposition – Select the Call Disposition value from the dropdown. The recordings associated with the selected disposition value will only be listed.

• 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.

• List Name – Select a List Name from the dropdown.

• Tag – Select the Tag name associated with the Call Recordings.

NOTE:

• Once you have selected a team from the Teams dropdown, all the team members associated with that team will be displayed in the Users field.

• You can also skip the Team selection and filter the recordings for the desired user(s).

3. Click on the Search button. The records matching the criteria selected will be displayed in the View Call Recordings window.

Play and Rate the Call Recording

Koncert allows managers to play and rate their team's recordings which help to improve the performance of the team.

Below you can find how to play and rate the Call Recordings:

1. Filter the Call Recordings as mentioned in the Filter the Call Recordings section (above).

2. Each recording has the ‘Play and Rate this Call’ icon at the right under the Action column.

3. Click on the Play and Rate this Call icon for the recording that you wish to listen to and rate. The Call Rating Window will be displayed, where you can listen to the recorded calls using a PC audio device.

NOTE: You can also listen to the recorded calls by clicking the Play icon above the player in the Call Rating Window, to playback the recording in a separate tab with a black background in the same browser.

4. Rate the call and leave any feedback/comments in the Comments field for each Category.

5. Click Save to save the rating and close the window.

6. After the successful submission of the rating, a Thumbs up icon will be displayed in the View Call Recordings window.

Share the Call Recording

Below you can find how to share the recordings of a user (team member) with other users in an organization:

1. Filter the Call Recordings as mentioned in the Filter the Call Recordings section (above).

2. You can share the recordings with other users either by clicking any of the below Share button:

• In the Call Rating window, after rating a call recording, click the Share button.

OR

• Click the ‘Share this recording’ icon at the right of the recording under the Action column that you wish to share.

3. 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 has been shared successfully’ will be displayed. Click OK.

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:

1. Filter the Call Recordings as mentioned in the Filter the Call Recordings section (above).

2. Each recording has the ‘Delete’ icon at the right under the Action column.

3. Click on the Delete icon against the respective record. A warning message below will be displayed with the OK and Cancel button.

Click OK to delete the recording or click Cancel to cancel the deletion process.

4. The call recording will be removed from Koncert.

Tag the Call Recording

Below you can find how to tag a Call Recording:

1. Filter the Call Recordings as mentioned in the Filter the Call Recordings section (above).

2. Each recording has the ‘Tag’  icon at the right under the Action column.

3. Upon clicking the Tag icon, the Tag Call Recording window will pop up. Select a tag from the Choose Tag dropdown and click Save.

NOTE: You will be prompted with the below alert message, when clicking the Save button without selecting a tag from the Choose Tag dropdown. Click OK and select a valid Tag.

4. The Tag icon will turn blue after successful tagging.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.