Call monitoring question

[cmacneil]

Hi all -

Please forgive a newbie question. I am an admin on a Vicidial installation and have granted access to a colleague to listen to call recordings. We're on version : 2.4-361a

We have about 20 agents for whom my colleague will be listening to recordings. What is the most efficient way for him to retrieve a selection of calls and listen to them? We're in a stalemate - I say just click on the links and allow them to open in a new web page. He downloads stacks of them and listens locally - that can't be very efficient

What does the community verdict?

Cheers,
Chris

[ClearCall]

This is what we do

[noworldorder]

This may not really help your issue of ease, but if you want to let your client listen to recordings of sales, for example, then you do and EXPORT CALLS REPORT selection the disposition you want to capture. You will then have a list of phone numbers that you can easily use to search for those particular recordings.

[cmacneil]

Hi guys

Many thanks for the replies. I think the issue, neworldorder, is that we're not really sure what dispo we need to target. We're looking for overall call quality and training. For example, if there's a successful sale, we want to know what the agent did right. If there's a DNC or NI we want to target whether it's an agent training issue, or some other (such as data quality).

ClearCall, sorry, just for clarification, which is it that you do? Do you download the calls? If so, is there a way to batch download them and ideally have the system autocreate / autopopulate local folders on a PC, say per agent?

Cheers,
Chris

[cmacneil]

Hi all -

Ok - coming back to play with this a bit more.

What is the minimum access level I should give to an agent who I want to have listen to a selection of calls? This won't be her job going forward - just a one-off project. Also she doesn't have strong technical capability so I don't want her to break anything!

Our configuration info is as follows:

Vicibox 3.1.15 from .iso | Vicidial 2.4b-0.5 Build 120221-1641 | Asterisk 1.4.39-2 | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Quad Core Intel® Xeon® X3470 2.93Ghz

Thank you!
Chris

[DomeDan]

I dont know about the minimum access level to do what you were asking
but I wrote a 200-lines php page where agents can search for recordings from all agents or specific ones and specific date and (SALE and NI) or every dispo
its not good looking but works, I could translate it and post it if you want it

[williamconley]

"listen to a selection of" ... what is the criteria you or she will use to determine which calls she (a) should have access to and (b) should listen to (in case those are not the same list)?

We have a QC system built that could be useful (allows the selection of specific Dispos in specific Campaigns and allows the QC User to see only those records in the QC Queue).