Recording management and recording meta data are used by contact centers to achieve many different objectives:
- Monitoring and Quality Assurance in the Call Center
- Adding data to link recordings to certain purposes, e.g. linking the audio of a contract closure or change to a particular case/ticket/conversation
- Allowing agents highlight recordings that are problematic, e.g. for compliance reasons
- Issue tracking while optimizing networks and telecommunications interconnections in larger call centers
To support all these different cases, it is possible on babelforce to configure what tags can be added, what agents can do with recordings and also how managers can interact with recordings. This article will show you the main points on how to use these recording management features.
Recordings can be managed on babelforce by simply assigning them tags. You can define your own set of tags to fit your business processes. Note that one tag is reserved for the one-click "flag recording" button, by default this tag is set to "flagged" but you can change that also.
You can also give multiple tags to a recording, allowing unlimited variations to make the management of recording easier. The basic steps for tagging and managing call recordings are as follows:
- An admin user defines all possible tags in the babelforce account
- An admin user (manager, supervisor, ...) can flag recordings when reviewing them, e.g. to highlight those for review
- The agent receiving a call on the babelConnect app selects a tag during or after the recording
- The admin user sees all recordings, including live ones, in the reporting section of their babelforce account
To define the list of tags an agent can choose from, go to babelforce manager app, navigate to 'My Settings' > 'Global' then scroll down to find the section entitled 'Telephony Settings'. In the 'Recording Control' sub-section, there will be a field called 'Allowed Tags for tagging'. Enter your tag names into this and hit Enter to save each one. The examples in this article and screenshots are just to illustrate the functionality. You should, of course, define a set of tags that match your processes.
Make sure that you click the blue 'save' button in the bottom right corner of this section before leaving this page.
An agent can tag call recordings in the babelConnect app. This is the telephony application either embedded in your Help Desk or CRM or used as a standalone web app. When an agent receives a call to their synchronized device, the Call tab (signified by the telephone icon) will change to present the inbound call:
Now, when an agent is in a call, the red recording icon will flash to indicate that a recording is active (e.g. because the IVR or queue app module has set recording to true for the particular call). Once the recording has started, the agent can click this list to bring up the tagging options. These should be the ones which we defined in step 1:
Note that more than one tag can be selected for each recording. With tags selected, when the agent ends the recording or the call, the recording will stop and the tag will be added to it. This can be done multiple times during a call, and tags can be used in any combination for any number of different recordings.
Managing and Reviewing Recordings
The babelforce manager
Once recordings have been created in this way, they will appear under 'Reporting' > 'Recordings' in your account. Admin users can get an overview of all recordings here. Any tags that have been added appear in light blue below the recording to the left:
If you look at the buttons to the right of each recording, they give you the ability to play, download, delete, flag and examine it individually.
Often with this approach you will want to view only certain types of recordings. i.e. those tagged 'review'. Using the drop-down menus at the top of the page, you can select recordings by tag. If you want to search in a more general way, for example searching for a specific phone number, you can do so using the search bar and entering a text or number string.
The babelConnect app for Agents
Recordings can also be listened to and downloaded in the babelConnect app. Just click on the list-symbol, go to the recording symbol and there you find all recordings. If you want to listen or download them, you must click on the recording in question.
After clicking on the recording, you can listen to, flag or download it.
To go back to the list of recordings, just click "Back".