Voice Recordings

Owned by Valerio Ciotta
Last updated: May 03, 2022 by XCALLY Knowledge (Unlicensed)
5 min read

 You can find the Recording section under the Voice menu:




In order to correctly use the Recording Calls feature, please add the option xX in the Queue and Dial applications. In this way, the recordings made with MixMonitor will be also stored.
If you notice some issues in Call Recordings, please check that the parameter ‘automixmon’, under /etc/asterisk/features.conf, is uncommented as shown below.

[featuremap]
automixmon => *3

  



In the header you can find two Search fields:

  • search by value (e.g. type, caller, called, and so on)
  • search by date interval


The list of the items displayed contains all the recordings files available on the system:

Each recorded call shows the following information:

  • Type: type of the calls (inbound, outbound, internal or dialer)
  • UniqueID: uniqueID of the call
  • Caller: caller phone number
  • Called: called phone number
  • Connected: the internal number of the agent that has managed the call
  • Queue: name of the queue the call was managedRating: rating of the call
  • Agent: the agent who has managed the call
  • Rating: the rating assigned to the call . You can just click on the recording and choose a value (from 1 to 5 stars):

  • Audio:  click on  to hear a preview (ONLY for .wav format)
  • Date: date of the recording
  • Disposition / Second Level Disp./ Third Level Disp.: the labels used if the call has been disposed
  • Transcribe: the status of the transcribe action (see the info box below)

  • Sentiment Analysis: the status of the sentiment action (see the info box below)



Transcribe and Sentiment Analysis are available only by purchasing the Artificial Intelligence Tool** module license (available starting from XCALLY Motion rel. 2.5.0): 

Check on the License section if this feature is already available on your system or ask sales@xcally.com how to get it!

**This module uses: 

  • Amazon Transcribe to transform call recordings from audio to text
  • Amazon Comprehend to run sentiment analysis on the transcripts

In order to make it work you need to get an Amazon AWS Account and to configure it in the Settings/General/A.I. Tools section.


The three dots menu at the right end of the line  shows the commands that can be applied to the selected recording:


  • Edit Voice Recordings: to view all the information available about the call (in the Voice Recordings tab)
  • Run Transcribe (optional): when you click on it, the transcribe process starts and is shown as IN PROGRESS until it is COMPLETED

  • Run Transcribe&Sentiment (optional): this command runs transcribe and sentiment (comprehend) at the same time
  • Download Voice Recording: click here if you want to download the selected recording file
  • Delete Voice Recording: click to delete the selected recording file


The list of commands that are shown clicking on the command menu depends on the actions that can be applied to the recording file at the moment.

For instance, if you have already run Transcribe, the list of the actions you can apply to the recording is different (for instance, you cannot run transcribe, instead you can download it):




After performing the transcribe and sentiment on a voice recording file, the results can be reviewed this way:

  • click the three dots 
  • choose Edit 
  • click on the specific tab 

and you will see the Transcript of the conversation and the Sentiment Analysis resume and details (in this specific case both of them have been executed): 




If you want to select multiple recordings and apply commands to all of them in a while, just click the box you find on the left to select the items:

or click on the box on top to select all of them.



When you have done a selection (of one, more than one or all the recordings), some new commands (the commands related to transcribe and sentiment are not available yet) will appear on the right side of the header:

click on:

  •   to download the details of the recordings (csv format)
  •   to run transcribe&sentiment analysis 
  •   to run Transcribe only
  •   to run Sentiment Analysis only
  •   to delete the selected recordings



You should enable call recording and select audio format to record calls in a queue:

You should enable recording for agents (Staff → Agents →Phone Bar Settings) to permit them to manually record calls (see Edit/Modify an Agent)