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From call history, audio of recording (.wav) and transcript of content (.csv) can be downloaded from options menu of a call.
Review content of a call
FROGED voice call channel provides necessary tools to keep track and record all calls and content of conversations. Not only a log of calls is kept, also audio and content of conversation.
Listen to call recording
When a call is established with a customer, both inbound and outbound, audio of call is recorded within conversation in inbox. This recording is private, i.e. only visible to agents who have access to conversation.
Call recordings are very useful to keep track of conversation topics, agents' resolution techniques, incidents or difficulties...
To listen to a call recording, click on the ‘Play’ button.
Call recordings are very useful to keep track of conversation topics, agents' resolution techniques, incidents or difficulties...
To listen to a call recording, click on the ‘Play’ button.
From call history you can access recording of a call in options menu. Selecting ‘Listen to recording’ option opens conversation in inbox and highlights call recording.
Read call transcript
Just as audio of a call is saved, transcript of content is saved for quick queries such as analysing talk and silence times, conversation topics, agents' conversation script...
From call history you can access transcript of a call by checking option ‘Read call transcript’. Conversation opens in inbox, recording is highlighted and a side window opens with transcript.
From call history you can access transcript of a call by checking option ‘Read call transcript’. Conversation opens in inbox, recording is highlighted and a side window opens with transcript.
In transcript of a call, main information is displayed at the top: customer, agent, date and time, and duration. The bottom part shows complete list of dialogues of conversation with the time in which they are spoken, who is speaking and what they are saying.
To access transcript of a call from conversation in inbox, select first option that appears above message of recording when you place cursor over it:
Download call content
As audio and content of all calls are saved, both files can be downloaded to share with customer, manager or another agent if necessary.
From call history, audio of recording (.wav) and transcript of content (.csv) can be downloaded from options menu of a call.
From a conversation in inbox, you can download audio of a call in options of message when you place cursor over it:
To download transcript of a call you need to open it in side window from message options when you hover over it, and then click on ‘download’ button at top:
Consult call summary
For plans that include AI functionality, a brief summary of the content of the call appears below the recording of the phone call. This way, you don't need to listen to the full recording or read the transcript to get context for the call.
You can also see this summary at the top of the transcript.
FROGED