For agents that have call recording enabled, supervisors can stream, download and manage recordings. Select the call record and click the pop-up as shown in the example below: Navigate the recording by using the side bar and dragging to the required point in the recording. The playback speed can also be changed for quicker navigation on a longer call. Select the elipsis as highlighted above Recordings can also be downloaded as .wav files. To see the call details, full transcription, summary, issue resolution and recording. Click the popup as shown in the example below The call details will now be displayed. Related Posts: What is Supervisor Agent Assist? | What is Supervisor Agent Assist? Agent Assist call history | Agent Assist Call History Transcription & Summaries| Transcription & Summaries Managing transcription & summaries| Managing transcription & Summaries Using search and filters | Using search and filters

Filter Call records can be filtered by: Agent, Queue, Direction and Date range. Select the Filter from the toolbar as shown: Select the filter criteria and Apply Search Calls can be searched by phone number, UPN (user primary number), Agent name or Queue name. In this example the search was for an agent named Jason. Related Posts: What is Supervisor Agent Assist? | What is Supervisor Agent Assist? Agent Assist call history | Agent Assist Call History Transcription & Summaries| Transcription & Summaries Managing transcription & summaries| Managing transcription & Summaries Recordings | Recordings

Transcription, recording and summaries can be downloaded individually or bundled. To download transcription and summaries, click on the download button as shown below. Select to bulk download Transcription and/or Summary Select 'Request Download' to download the .zip file. Recent download requests can be viewed and downloaded Related Posts: What is Supervisor Agent Assist? | What is Supervisor Agent Assist? Agent Assist call history | Agent Assist Call History Transcription & Summaries| Transcription & Summaries Using search and filters | Using search and filters Recordings | Recordings