Symptom / Need

You need to efficiently organize and categorize your contact center's call recordings, and you'd like to have control over the naming structure of audio files to make them easier to search and manage.

Context / Scenarios

In Wolkvox Manager, within the general settings, you have the ability to define a custom format for the names of audio files in call recordings. This feature is ideal for operations that require standardized naming of their recordings, allowing them to include relevant information such as the date, customer ID, agent details, or activity codes.

Answer (Solution / Recommendation)

To configure the audio name format for call recordings, follow these steps:

1. Access Wolkvox Manager (web version) and click the gear icon located in the upper right corner of the interface to access global settings.
2. In the left side menu, select the General option.
3. Within the Audio Naming Format section, you'll find a field called "Callout Label." Here you can see a preview of how your recorded audio file names will be structured.
4. Below the preview, you have eight drop-down menu-style fields, numbered 1 through 8. In each of these fields, you can select the type of information you want to include in that specific part of the file name. Define the order and type of information you want in each of the eight fields according to your needs. The available options are:
   1. Date: Includes the date of the call.
   2. Customer ID: Incorporates the unique identifier of the customer.
   3. Agent: Add the name or identifier of the agent who handled the call.
   4. Phone: Enter the phone number involved in the call.
   5. Activity Code: Uses the typing code from Activity Code Group 1 assigned by the agent to classify the call outcome.
   6. Activity Code 2: Uses the agent-assigned Activity Code Group 2 typing code to classify the call result. This option is available if the call classification feature for Group 2 activity codes is enabled.
   7. Not applicable: Leave that segment of the file name without specific information.
5. Once you have configured the desired format, click the SAVE SETTINGS button to apply the changes.