Call visualization (History)

1. Description

Call visualization — call markup.

It consists of the following elements (Fig. 1):

1. Call wave;

2. Tabs.

1.1. Call wave

Consists of the following elements:

1. Toolbar (Fig. 2(1));

2. Sound volume panel (Fig. 2(2));

3. Wave (Fig. 2(3));

4. Playback bar (Fig. 2(4));

5. Zoom (Fig. 2(5)).

1.1.1. Toolbar

Consists of the following elements:

1. File

2. Holds;

3. Notes;

4. Note tool;

5. Download tool.

1.1.1.1. File

It is designed to select a conversation recording file.

1.1.1.2. Holds

Responsible for displaying the period when the call was on hold. The number of times the call was on hold is indicated next to the checkbox.

 - the periods of the hold are not displayed on the wave;

 - the periods of the hold are displayed on the wave (Fig. 3).

A hold is marked with a yellow vertical line at the start of the hold. Hovering over this line displays the call's start time on hold. Hovering over the  icon displays the amount of time spent in hold mode.

1.1.1.3. Notes

Responsible for displaying added notes. The number of notes is displayed next to the checkbox name.

- notes are not displayed on the wave;

 - notes are displayed on the wave (Fig. 4).

Hovering over opens a note (Fig. 5). It also shows who created the note and when. In the case of editing a note, information about who edited it and when is displayed. Only the last edit information is displayed.

You can add or edit a note using the Note tool.

1.1.1.4. Note tool

Clicking the button opens the fields for creating a note (Fig. 6), namely:

• From - the start time of the time interval for which the note is made;

• To - the end time of the time interval for which the note is made;

• Note - the text of the note enters here. The button changes the size of the Note field;

• Save button - saves the note.

Clicking the Save button creates a note on the entered period. The time interval with the note is colored blue. Click the button again to close the fields without adding a note.

Click on the  icon to edit a note. The editing fields open (Fig.7). Make changes and click the Save button. Click the Delete button to delete a note. 

1.1.1.5. Download tool

Click the button downloads the conversation recording file.

1.1.2. Sound volume panel

The sound volume panel (Fig. 2(2)) is designed to adjust the volume of audio tracks.

1.1.3. Wave

The audio tracks of the parties in the call are displayed here (Fig. 2(3)). The names of the participants in the conversation are displayed on the left. Below is the scale of the duration of the conversation.

1.1.4. Playback bar 

It consists of buttons indicating at what speed to play the call recording and the playback button (Fig.2(4)). For example, to listen to a recording at a doubled pace, you must click the x2 button and then the play button. To listen at a regular tempo, click the x2button again.

1.1.5. Zoom

There are + and - buttons on the panel for scaling the wave display (Fig.2(5)).

1.2. Tabs

The following tabs are available:

1. Transcription;

2. Evaluation;

3. Screen recordings.

1.2.1. Transcription

The display of this element depends on the presence of a file transcription. Consider the following options:

1. There is no transcription of the file (Fig. 1(2));

2. The file is being transcribed (Fig. 8);

3. The file is transcripted (Fig. 9).

1.2.1.1. There is no transcription of the file

The recording file is transcripted into text when you click the Transcribe button.

1.2.1.2. The file is being transcribed

It is displayed after clicking the Transcribe button.

After some time, click the Refresh button to open the file's transcription.

1.2.1.3 The file is transcripted

It is presented as a table and a toolbar (Fig. 9).

Checkboxes are responsible for displaying spoken phrases of the Channel.

- downloads the transcription file;

- deletes the transcription file.

The table consists of the following columns:

• Time - indicates the time interval in which the phrase was spoken. The count is in milliseconds, where 0 is the beginning of the conversation;

• Channel - indicated by whom the phrase was uttered;

• Text - the phrase that was spoken.

1.2.2. Evaluation

The display of this detail depends on the presence of an evaluation:

• No evaluation (Fig. 10);

• Evaluation in progress (Fig. 12);

• Call evaluated (Fig. 14).

To evaluate a call, click the Evaluate call button. The Select form modal window will open (Fig. 11).

When clicking the Form field, a list of forms created in the Audit application appears. The dropdown list includes forms not assigned to any team as well as those assigned to the team the agent belongs to — the one who handled the call.

After selecting a form, click the Start button.

The modal window will close, and the selected form will be displayed in the Evaluation detail page (Fig. 12).

The form layout depends on its configuration. It includes:

• criteria defined in the form;

• fields for adding comments;

• buttons to save or cancel the entered data.

- indicates a required question.

Once an answer is selected, a Clear selection link appears to cancel the chosen option (Fig. 13).

After clicking the Save button, the evaluation result is displayed (Fig. 14).

1.2.2.1. Display of criteria with the answer type Select “Yes”

If the questionnaire contains criteria with the answer type Select “Yes”, they are displayed in the evaluation results separately.

Displaying the answer to a criterion:

• if the Critical violation toggle is not enabled for the criterion — only the answer type Select “Yes” is displayed next to the criterion;

• if the Critical violation toggle is enabled and the answer Yes is selected — the Critical violation icon is displayed next to the criterion – ;

• if the Critical violation toggle is enabled and the answer Yes is not selected — the Critical violation icon is also displayed next to the criterion – .

After saving the questionnaire, a widget is displayed in the evaluation results showing the number of marked Critical violation flags out of the total number of questions with the answer type Select “Yes” (Fig. 16).

1.2.3. Screen recordings

The Screen recordings detail displays all video recordings that were created during the call using the agent screen recording feature.

The section consists of the recordings registry (Fig. 17.(1)) and an additional delete tool (Fig. 17.(2)).

1.2.3.1. Recordings registry

The registry displays a list of all video recordings related to the selected call.

Each row of the registry contains the following columns:

• Checkbox;

• Screen recording;

• Name;

• Date & time created;

• Duration;

• Download tool;

• Delete tool.

1.2.3.1.1. “Checkbox” column

Used to select one or more recording objects.

Selecting the checkbox in the header selects all records on the page.

After selecting one or more records, an additional delete tool (Fig. 17.(2)) appears above the registry. It allows deleting all selected records.

When hovering over the delete tool, information about the number of selected recordings appears.
Clicking the tool opens a confirmation modal window containing the Yes, No, and Close buttons.

• Clicking Yes deletes the recordings.

• Clicking No closes the modal window without deleting the recordings.

1.2.3.1.2. “Screen recording” column

This column displays a preview of the video file.

When hovering over the preview, a playback icon appears (Fig. 19). Clicking the icon opens a mini-player window (Fig. 20).

When hovering over the mini-window, the following control icons appear:

1. Full-screen mode icon (Fig. 20.(1));

2. Medium window size icon (Fig. 20.(2));

3. Close window icon (Fig. 20.(3)).

At the bottom of the mini-window, a player is displayed with a play/pause button and a timeline (Fig. 20.(4)).
Clicking the button starts or pauses playback.

When switching to medium or full-screen mode, the corresponding expand icon is replaced with a collapse icon , which returns the window to its previous size.

1.2.3.1.3. “Name” column

Displays the name of the video file.

1.2.3.1.4. “Date and time” column

Displays the date and precise time when the recording was created.

1.2.3.1.5. “Duration” column

Indicates the duration of the video recording in the format hh:mm:ss.

1.2.3.1.6. Download tool

Clicking the icon downloads the corresponding video file in .mp4 format.

1.2.3.1.7. Delete tool

Clicking the icon opens the confirmation modal window (Fig. 18).
After confirmation, the video recording is permanently deleted from the registry.

2. Opportunities

2.1. Commentary on the wave