Agents can highlight parts of their calls and download them. Call recordings can be useful for training and monitoring purposes as well as other specific business requirements.
Call highlights can be enabled or disabled by administrators and supervisors. To enable Call highlights, navigate to System setup from the Configuration menu and select the Configure global agent options tab.
While on a call, an agent can select the Highlight icon as shown below. When clicked, the icon will appear darker to indicate that the call is being highlighted. Clicking on it again will stop the highlight and the icon will return to its normal colour.
Recorded highlights are stored in the Call highlights Report.
- Disposition a call (set Outcomes)
- On Call tab
- Pause call recording
- Put a call on Hold
- Search for a Customer Record
- Tag a call
- Transfer a call
- View Call History