Vertical Communications TeleVantage 7.5 manual Sharing the Call Log, Reporting on the Call Log

Note: The Notes pane contains a call recording note if the call was recorded automatically by a call center queue.

To play a call recording

Select the call, then choose one of the following commands:

QActions > Open User Recording. Plays call recording that you made manually.

QActions > Open Queue Recording. Plays a call recording that was made automatically by a call center queue.

Note: If a command has multiple recordings to choose from, it plays the last recording made by the first user or queue to make recordings. For example, if you recorded two sections of a call, the last recording would play. If a call was handled by two queues, each of which automatically recorded it, the first recording would play.

Sharing the Call Log ______________________________________

You can share your Call Log view with other users, so that they can view it in their own ViewPoint. See “Sharing folders” on page 8-24.

Reporting on the Call Log __________________________________

If you want to create reports based on the Call Log, you can do either of the following:

QExport the Call Log and analyze the data in Microsoft Excel. See “Importing and exporting TeleVantage items” on page 8-27.

QRun the TeleVantage Call Center Reporter by choosing Tools > Reports. You must have the required licenses to use the Call Center Reporter and you also must have permission to use it. See your TeleVantage system administrator about installing and running the Call Center Reporter.

Exporting the Call Log_____________________________________

For instructions on exporting your Call Log to a .CSV file, see “Exporting the Call Log” on page 8-32.

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