Centralised Call Recording Access

Centralised Call Recording Access

With Hierarchy View, you can organize and filter recordings based on hierarchical structures.

Here's how to view call recordings/ reports:
  1. From URVA home page, go to Call Reports under Analysis.
  2. You will see call lists agent-wise under "By Users". You can view the detailed information by clicking on any row.
  3. Click on the "By Hierarchy" tab from bottom bar to view call recordings in hierarchy view.
  4. Click on any hierarchy. Drill down into further hierarchy levels.
  5. Upon selection, system instantly filters recordings to display relevant ones.
  6. Navigate back to higher hierarchy levels or explore other categories as needed.
  7. By default, the system displays recordings filtered according to the top-level hierarchy (level 1). The user sees a list of recordings categorized at this level.
  8. User can drill down into further hierarchy levels, such as level 2 or level 3.
  9. Upon selection, the system instantly filters the recordings to display only those relevant to the chosen hierarchy level.

Within this filtered view, the user can interact with recordings in various ways:
  1. Listening: Clicking on a recording allows the user to listen to it directly from the interface.
  2. Detail Exploration: The user can access detailed information about each recording, including metadata, timestamps, and associated data.
  3. Navigation and Flexibility: The user has the flexibility to navigate back to higher hierarchy levels or explore other categories as needed.