Tuesday, September 03, 2013

How can I find recorded calls which are similar?

An enhancement was recently added to the Virtual Observer call recording and workforce optimization which allows users to quickly group calls based on similar characteristics.

If you have an event highlighted in the event log (pictured) and click "call linking", you can bring up all the other events that match that event within a time window for any field in our database, such as:

- ID
- Ext
- Supervisor
- Agent Type

This kind of tracking, "Call Linking", can be used for:

- identifying all the calls in a cradle to grave flow
- show me all calls from this customer today
- show me all calls handled by a particular agent
- show me all calls for this department in the last hour
- etc.

In other words, users are able to tell VO to “Show me the Similarities”!

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