Symptom / Need

You need to review call recordings to assess service quality or analyze specific interactions from Data Monitor in WorkVox Manager.

Context / Scenarios

Data Monitor offers tools to play back call recordings directly from its interface, allowing for quick and detailed analysis of conversations handled by agents.

Answer (Solution/Recommendation)

1. Enter wolkvox Manager and access the Data Monitor section .
2. Go to the 'Monitor' tab .
3. Perform a call search by specifying the date range in the 'Start date' and 'End date' fields and any additional criteria (such as agent ID or phone number) in the 'Search by' and 'value' fields.
4. Once you have obtained the results, right-click on the call record you want to play.
5. Select the 'Play' option and then choose Audio .
6. A new window will open with the audio player that includes:
   • A timeline showing the sound waves of the recording.
   • Controls to play, pause and stop audio.
   • A slider to navigate to a specific point in the recording.
   • Options to change the playback speed (1x, 1.2x, 1.5x, 2x).
7. If the call has a screen recording, select 'Video - Screecbox' to play the associated visual content.

Note: You can copy call information or export it for further analysis using the additional right-click options.