A. General Information
Jump to:
Welcome!
We are pleased to introduce permanent CallRecording. It is a fully browser-based multi-tenant call management solution delivering real-time analytics accessible from mobile devices.Businesses can monitor call metrics critical to their business by accessing real-time reports, ‘click and drill’ dashboards, wallboards and call recordings via any internet-facing device. The service is only available to customers in the UK.
Welcome!
We are pleased to introduce permanent CallRecording. It is a fully browser-based multi-tenant call management solution delivering real-time analytics accessible from mobile devices.Businesses can monitor call metrics critical to their business by accessing real-time reports, ‘click and drill’ dashboards, wallboards and call recordings via any internet-facing device. The service is only available to customers in the UK.
Subject to alterations.
Version 2 / 07.2016 (en)
- At the moment only the G.711 codec is supported
- Call recording is compatible with SRTP and will work with or without enabled encryption.
- The customer can now configure the recording profile against any extension number (once the recording profile has been enabled for the K account by the NFON support). Extensions are automatically created in the recording portal as soon as a recording is received. If the customer deletes an extension in the recording portal, the recordings will no longer show in the portal, but won’t get deleted. Should the recording server receive a new recording for an extension that was deleted from the recording portal, the extension will get created again.
- A call record starts as soon as the call is taken or initiated by the agent. The call recording stops as soon as the call ends. The recording can also be paused for PCI compliancy. Use *#0 to pause recording and *#1 to resumethe recording.
- By default only a supervisor can listen to call recordings. At least one supervisor is necessary per customer. Enabling the agent to listen to own call recordings is possible and subject to additional fees. There are two types of supervisors (basic and enhanced). Both types cannot be mixed.
| Type | Icon/Character | Description |
| NOTE
CAUTION
WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
| Useful tips that provide additional information. |
| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
No content available.
Onboarding process
| Customer | NFON |
| Place an order with your NFON sales contact | Processes the request and starts configuring the tenant within the CallRecording portal. |
| As soon as the tenant is created in the CallRecording portal, our support team will send you an email to inform you about the process. | Licences will be set up in the CallRecording portal. |
| You will be notified about the finished set up via email. Use the data found in both emails to configure and manage agents, reports and dashboards in the CallRecording user portal. |
If you would like to change recording endpoints contact the NFON support to initiate the process. Call your sales contact person if you desire to change the supervisor or console licenses.
Cancellation process
| Customer | NFON |
| Request the cancellation of your CallRecording service with your sales contact. | Processes the request and, if wanted, coordintates the transfer of your data to you. |
| As soon as the process is started, you receive an email notification about the cancellation with the need to fill out a written consent. Send this consent back to your sales contact. | NFON will initate the permanent deletion of all recordings and cancel your service after transfering the data to you. |
| You will be notified about the finished cancellation. |
The Home section allows users to navigate through different sections of the software as shown in the screenshot below.
Insight is an intuitive business productivity tool enabling businesses to monitor inbound and outbound calls via pre-defined dashboards and a wallboard.
The Business Insight section of the software is split into multiple sections which combine live tiles and reports to provide call information on the entire business. Users are able to filter this section by date/time, extension, group, DDI or call type and download the Business Insight Summary as a PDF.
Hourly Call Distribution
This bar chart displays hourly call traffic which allows users to see which hours of the day are busiest. The bar chart drop down provides options to display hourly incoming call distribution, hourly outgoing call distribution, or hourly call distribution.
Percentage Answered
This speedometer provides the percentage of calls answered within target response time, over the total calls answered by the business.
Quick Reports
The quick reports section is a repository of report templates. Once run, the reports can be customised by using filters.
- Daily Call Activity: An overview of total calls (outgoing and incoming), average talk time (outgoing and incoming) and total talk time, over a period of one day.
- User Call Activity: An overview of total calls (outgoing and incoming), average talk time (outgoing and incoming) and total talk time, by user.
- User Detailed Call Activity: A summary of calls by extension / user (including cost centre and division), including date and time of call, duration and number / DDI and call type.
Observations
Live tiles display key metrics; total calls within the business, total incoming/outgoing calls and busiest hour.
User Summary
This report displays a call summary by extension / user, including total calls, total incoming, total outgoing and total talk time.
The dashboard section allows users to display regularly used statistics on a single dashboard.
My Dashboard
My Dashboard allows users to collate live tiles together to be displayed on their own dashboard, providing up to date call information specific to their needs.
Each login role has their own dashboard and can use the ‘create new live tile’ option in the Reports Catalogue section to add custom tiles. Users can also display other users’ live tiles on their dashboard.
Once the tiles have been added to the dashboard the display can be locked using the Dashboard Status option on the left hand menu bar.
Any tile can easily be removed from the display by clicking the ‘x’ in the corner of the tile.
To delete a live tile from the list, click the ‘no entry’ symbol next to the relevant tile in ‘My live tiles’. It is not possible to delete another user’s live tile.
The live tiles available to place on My Dashboard vary depending on the product version.
The Reports Catalogue is a repository of report templates that provides a starting point and recommended reports.
The following section details an explanation of each report available.
Evaluation & Audit
This folder contains reports on call evaluation, quality monitoring and audit.
Call Results Summary
Call results can be added to calls through the call recordings section. There are many options to choose from such as complaint, non-sales calls and sales calls. Once an option has been chosen for a call recording it will be reflected in this report showing the total calls that have been given the same call result.
Call Evaluation Summary
Once a call recording has been evaluated, this report shows all the questions that were answered and provides a total and average score of each evaluation question.
Customer Feedback Summary
Customer feedback can be added to calls through the call recordings section. There are several options to choose such as abusive caller, satisfactory call and unsatisfactory call. Once a feedback option has been chosen for the call recording, this report allows you to see the total calls that have been given the same customer feedback.
List Audited Calls
When users listen to call recordings, this report provides information on what users have listened to a specific call. The report provides brief information on the call that was played, date/time the call was listened to and extension that has listened to the call.
List Results by Question
Agents can use the call evaluation option to evaluate call recordings on call handling, call close and technical knowledge. This report shows the total score and average score given to each evaluation question by agent.
Daily Activity
This report displays brief call information such as number of outgoing and incoming calls, total talktime etc. over a period of one day. The Summary tab displays the total calls and total calls by direction (outgoing and incoming).
User Call Activity
This report displays a summary of calls for every user. The report provides information on total calls, average talk time and number of calls per direction for each user. The Summary tab displays the total calls and total calls by direction (outgoing and incoming).
User Detailed Call Activity
This report displays detailed list of calls for every user. The report provides detailed information on every call that a user has made or received such as the date/time, duration, number etc. The Summary tab displays the total calls and total duration across all users. This report can be used to view the exact call flow. For example, users can see if the call has been transferred to another user.
Average Score
This report provides information on the average score given to agents when call recordings have been evaluated through the call recordings section.
‘Filter’ is a very powerful tool that gives users the ability to narrow down call information to meet their reporting requirements. Filter options are available on any report and users can access this by simply clicking on ‘Apply Filters’ which presents the following screen:
Select Date/Time
Users can apply date or time filters to analyse call information for a specific date or time period. Select the Date/Time drop down to select pre-defined dates / date ranges or input custom dates and times. This filter can be useful when searching for a call at a particular time/date.
Extensions/Agents
The group filter has six dropdowns for division, department, cost centre, site, account or account group. Users can limit reports to show all call data from a single group and/or select particular divisions/departments/cost centres/sites/accounts or account groups using the dropdown list. All these groups are picked up via synchronisation with the telephony platform. By default all groups will be selected, however, users can untick a box to select from the dropdown.
This filter allows users to report on individual or multiple extensions/agents, helping to narrow report results to focus only on the extensions/agents of interest.
Users have three options on this filter:
1. All Extensions: Users can apply this filter to report on all extensions that are active. By default this option is always applied.
2. Extension Range: Users can enter specific extensions (separated by a comma) or an extension range (using a hyphen).
3. Selected Extensions: Users can select from the list of extensions detected during configuration of the software. Extensions can be selected from the list of ‘Available Extensions’ and moved across to the ‘Selected Extensions’ box using the arrows. Using this filter provides the benefit of viewing extensions by name.
Levels
A reporting level group (division, department, cost centre, site contact group, accounts, account groups) contains multiple extensions to make it easier to create reports, rather than using filters to manually select multiple extensions.
The group filter has six dropdowns for division, department, cost centre, site, account or account group. Users can limit reports to show all call data from a single group and/or select particular divisions/departments/cost centres/sites/accounts or account groups using the dropdown list. All these groups are picked up via synchronisation with the telephony platform. By default all groups will be selected, however, users can untick a box to select from the dropdown.
At the top of every report there are icons which enable users to create a live tile, save as a favourite, save as PDF or CSV, email report or schedule the report. Details of each action follow.
- Users can add a unique name to their report so it is identified from the Favourites section.
- Users can select/deselect columns they wish to add to their Favourite report.
Save as PDF/Save as CSV
This option allows users to save the reports they currently have open in either a PDF or a CSV format.
This option allows users to email the report instantly to any email address in either PDF or CSV format.
Live tiles are configurable report components that enable users to view real-time data or historical data in a concise fashion. Live tiles use a number of graphical components such as wallboards, speedometers, thermometers, grids, tables, charts and reports.
After clicking on the ‘Create Live Tile’ icon, the user will be presented with the screen below:
- Firstly the live tile should be named so it can be easily identified from the ‘My Live Tiles’ list in the dashboard section.
- Users can specify exactly which data they wish to appear on their custom live tile. Data can be selected from the report summary tiles at the top of the report, the report details or from the report graphs.
- Once data has been selected, the user can select a view type. Options such as wallboard, table, chart and speedometer will be available depending on the type of data that has been selected.
The live tile will appear in the list of ‘My Live Tiles’ in My Dashboard. From there it can be added to the display.
To delete a live tile go to My Dashboard – My live tiles and click the ‘no entry’ symbol next to the relevant tile. It is not possible to delete another user’s live tile.
Any report can be scheduled as a new task or added to an existing task.
Firstly, when creating a new scheduled report, the user should click on ‘Create New Task’ then allocate the task a name so it can be easily identified in the ‘Scheduled Task’ list in ‘configuration’. Further reports can be added to this task in order to provide one (or more) person(s) with multiple scheduled reports.
One or more email addresses can be entered, then the time, date and run interval for the report can be set. The report should be given a name and the format for the report (CSV or PDF) should be selected.
A report can be added to an existing task through the ‘Add to existing task’ tab.
Existing tasks appear in a dropdown list to enable the user to select the task to which the report should be added. Details such as when the report will run, to whom the report is sent, and how often, will appear when an existing task is selected.
The user should allocate the report a name and choose the format of the report (PDF/CSV), then save the report to the existing task. Reports allocated to tasks can be edited / deleted in ‘configuration’.
All the Favourite reports created from the reports catalogue using the favourites icon, will be available in this section.
Select a report name to view the report with the filters applied when it was saved to favourites.
The call recordings section displays all recorded calls within the business. Users are able to find, play, save, email and evaluate call recordings. There are several filter options to choose from when finding a call, which are covered later in this document.
The call recordings screen displays the following stats in a tabular format:
- Direction – the direction of the call, whether it’s incoming (green) or outgoing (blue)
- Date – the date of call
- Time – the time of call
- Extension – the extensions that has taken or made the call
- User – the name of the User
- DDI – the DDI number that received the call
- Number\Caller ID – the number dialled or received (withheld numbers will not display any number)
- Channel – the channel that the call has come on
- Duration – the duration of the call
- Call Tag – free text field
- Flag – flag a call recording
- Evaluation – evaluate a call recording
- Play button – play the call recording
Once you click on the play button you will be presented with the call player:
The player has four tabs which are explained below:
Call Notes
- Call Result – This dropdown can be used to give the current call a result, for example a complaint call
- Customer Feedback –This dropdown can be used to give a feedback to the current call, for example abusive caller.
- Call Flag- This dropdown can be used to flag a current call. There are three call flags, red, green and blue. These flags can be used to outline which calls are satisfactory calls and which are unsatisfactory.
- Call Tag – This dropdown can be used to add a tag to specific call recording providing any brief information to the call if required.
Evaluate
Users can evaluate call recordings on the following sections and give a star out of 5 which can be available in the Call Evaluation reports.
- Call handling
- Technical knowledge
- Call close
- Other – cross selling and customer expectations
Users can email the recordings from this tab and have the option to enter the email address, subject and the message that can go with the recording.
History
Users can access this tab to see any call history for the current extension without having to exit the player screen.
Filters may vary depending on the product purchased.
‘Filter’ is a very powerful tool that gives users the ability to narrow down the call recordings to meet their requirements. After applying any filter, it is important to click on ‘Apply Filter’ to enable them to take effect.
Below are the filters options explained:
- Date - Users can apply date or time filters to search for recordings on the specified date or time
- User Settings – Users can click on ‘call with playback permissions’ to see only the calls they have permissions to listen to. The results can also be limited to a certain number of call recordings (zero is for no limit).
- Call Filter - This section can be used to narrow down the call recordings to a particular extension, number, DDI or call duration.
- Call Direction – select incoming or outgoing calls.
- Call Evaluation – select either evaluated or non-evaluated calls.
- User Filters – Users can search for calls by a particular tag or flag.
Configuration
The configuration section includes:
- User (includes extensions, cost centres, departments, divisions and sites)
- Logins
- Tasks and Actions
- Call Evaluation
- System Settings
This section allows users to add, edit or delete extensions, cost centres, departments, divisions and sites.
Extensions are automatically detected when a call is made to or from an extension. Once they are detected, the extensions from the phone system synchronise with the software, so there is no need to manually add usernames, cost centres, departments and divisions to extensions.
It is also possible to synchronise manually using the Phone System Sync and Database Sync buttons:
- Phone System Sync: All extension information such as extension number, name, department and site can be synchronised from the phone directory into the call reporting portal using the sync option. This sync feature is automated, scheduled to run every 4 hours.
- Database Sync: A database sync will add all extension numbers into the call reporting portal once there has been activity on an agent’s handset.
The logins section allows users to setup user accounts for the system. Throughout the system, user accounts provide access to the software Interface and define the level of access specific users have to the system.
There are 4 types of user:
1. Insight User: This user can access the Insight Console according to the specific groups that they belong to (e.g. departments, divisions, sites).
2. My Console User: This user can only view call information based on their own extension.
3. Restricted User: This user has access to all sections of the portal other than the Configuration Section. Access can be restricted however, so the user can only access analytics for users that are assigned to a specific reporting level(s). A Restricted User can be permitted to play back call recordings (if the call recording module is active) for his assigned Levels by setting the Recording slider option to ‘Yes’.
4. Superuser: This user has full access to the portal.
Once logins have been created within the software, users will need to assign extensions to login roles to define access rights and supervisor types (groups).
The screen shot below illustrates a Restricted User with a selected department called ‘Sales’ and with The Recording slider set to ‘Yes’:
Scheduled Tasks
This section allows users to view tasks that have been scheduled. Users can see the first run time for each scheduled task.
By clicking the edit option, users have the ability to change the time and date of the scheduled task as well as the run interval. Users can also add or remove email addresses of those that should be sent the report.
Scheduled Actions
Each task can be assigned multiple actions. For example a Manager may wish to receive reports from various departments (actions) on the same date each month (the task). Scheduled actions for each task can be viewed or deleted in this section.
The following call evaluation parameters can be set in this section:
- Call Results: Add, edit or delete result definitions.
- Customer Feedback: Add, edit or delete customer feedback descriptions.
- Evaluation Questions: Add or edit evaluation questions.
In Settings the Target Answer Time and Target Wrap-Up Time can be specified (in seconds). The option is also available to synchronise sites or departments with the telephony platform. Please be aware that any manual changes undertaken within the application will be overwritten if this option is selected.
In the Import Inventory section, a customer directory can be uploaded (extension, DDI or customer directory).
Below is a glossary of terms used in the application:
| Term | Description |
| INC | Incoming complete calls are calls that have been answered by anagent then completed. This record will show all the call informationincluding the total duration and the final extension the call ended on. |
| I/T | Incoming transferred calls are calls that were picked up by anextension and then transferred to another extension. |
| I/U | Incoming unanswered calls are calls that were hung up before beinganswered by an agent or answered by the auto attendant and thenhung up before being transferred to a group or extension. |
| INX | Internal calls are calls that were made within the business from oneextension to another. |
| Bounced | Bounced calls are incoming calls that come to an extension but arenot answered and therefore go to another extension until it isanswered or the opposite party hangs up. |
| OUT | Outgoing calls are calls made out of the business to an externalnumber. |
| Target Answer Time | This is a threshold period within which an agent must answer the callto achieve good customer service. The target answer time can be setin configuration > system settings > settings. |
| Grade of Service (GoS) | Grade of Service is the total calls answered within the targetresponse time over total calls offered. |
| Percentage Calls Answered (PCA) | Percentage of calls answered within the target response time overtotal calls answered for the day. |
| Caller Tolerance | Caller Tolerance is the length of time a caller is prepared to wait fortheir call to be answered. |
| Missed Calls | Missed calls are unanswered calls. |
| Unreturned Missed Calls | Unreturned missed calls are unanswered calls that have not yet beenreturned. Once the call has been returned it will no longer appearon a report as unreturned missed. |
| Abandoned Calls | An abandoned call is a call that is ended before any conversationoccurs, often because the caller is frustrated with the time on hold. |
No content available.