This article is to familiarize you with the Koncert Call Recording feature.
Remote Coach and its Features
Remote Coach is a key feature of Koncert. It is intended and developed for Managers or users with administrative rights to monitor ongoing calls and to interact with the Talker (i.e. Sales Rep.) in real-time. Please refer to the article Remote Coach and its Features for detailed information on the Remote Coach module and its core features.
Call Recording Settings
Using the Call Recordings Settings, Managers can record the calls of Sales Reps and offer the recording permissions to Sales Reps. Please refer to the article Call Recording Settings for detailed information.
Accessing Call Recordings from Remote Coach
From the Remote Coach tab, you can retrieve, listen, play and rate the recorded calls of your team. Please refer to the article How do I access Call Recordings from Remote Coach for detailed information.
Delete, Share and Tag a Call Recording
From the Remote Coach tab, you can Delete, Share and Tag a Call Recording. Please refer to the article How do I delete, share and tag a Call Recording for detailed information.
Accessing Call Recordings from Salesforce
Call Recordings can also be played from within the Salesforce CRM. However, you should have access to the Customer’s Salesforce instance to access recordings. Please contact Koncert Support at firstname.lastname@example.org to access the call recordings in Salesforce. Once authorized, you will have access to all recordings for up to 90 days.
Below you can find how to view and access Call Recordings done in Koncert from the Salesforce CRM:
- Log into Salesforce using your credentials.
- Navigate to the Contacts/Leads tab and click on the recent prospect you dialed (not more than 90 days).
- Scroll down to the Activity History section and click on the Call Disposition saved in the Koncert portal.
- Upon clicking the Call Disposition, the Task page will be opened where you can see the Call Recording URL in the 'Call Recording' field as shown below:
NOTE: By default, the Call Recording field will be enabled and displayed on the Task page. If not available, please reach out to Koncert Support at email@example.com.
- Click on the URL to listen to the Call Recording.
Please contact Koncert Support for any questions at firstname.lastname@example.org or 603-952-2505.