Using the Recordings Module
The recordings module on the agent application serves multiple purposes:
- Will allow agents to listen to their inbound voicemail's
- Will allow agents to view notes from managers on previous calls
- Will allow agents to listen back to calls they've made
Voicemail's
When an agent receives a voicemail, the recordings module will flash as such:
In addition, agents will also see a windows notification that looks like this (This will pop up on the bottom right hand corner of their screen):
Once either the notification or the recordings button is pressed, the system will automatically default to show them any unread voicemail messages they may have.
From this window, agents are able to right click each message to play it back. To mark a message as read, agents need to click the little bubble icon. The recordings module will not stop flashing until all messages are marked as read.
Manager Notes
When an agent receives a call note from an admin, the recordings module will flash as such:
In addition, agents will also see a windows notification that looks like this (This will pop up on the bottom right hand corner of their screen):
Once either the notification or the recordings button is pressed, the system will automatically default to show them any unread call notes they may have.
To view the note that a manager has left for the agent, the agent should click on the notes icon. This will open the note and allow the agent to reply to the manager's comments.
Once the agent clicks save, the Status icon will change to a thumbs up symbol:
Listening to their previous calls
To listen to calls that the agent has previously made, all they have to do is click the recordings button on the right and search for the call they want to listen to either by call date, phone number, disposition or campaign.
Once they have found the call, all the agent would need to do is right click the appropriate call, then click on play.
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