Navigate to: Recorded calls > Search.
Call Recording enables the user to find phone numbers that are repeatedly connected to each other. If there is a customer who calls repeatedly, or an agent who makes many calls to the same number, it is possible to find these patterns.
- Select Calls from the same number.
- from: The same number calls the call center repeatedly. A dissatisfied customer who is not getting the response they need.
- to: The same agent calls outside repeatedly. An employee making personal calls using the company phone.
- both: The same number calls the same agent repeatedly. If employee calling out: Might be the employee calling a relative using company phones in company time.
If someone calling in, might be private phone calls to a member of staff/customer harassing a specific agent.
- Type a number into the which occurred more than field.
- Click Search.
Only recorded calls that meet the criteria display in the Recorded calls list.
To return to displaying all recorded calls, click Disable Filter.