Listening to Recorded Phone Calls

If automatic call recording is enabled, all phone calls will be automatically recorded and transcribed.

Recording and transcribing phone calls allows you to:

• Revisit phone conversations to gather important details that may have been missed or forgotten.

• Keep records of client conversations that can be used as evidence when fighting disputes.

• Monitor phone calls and gather insights into how staff members are communicating with clients.

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Listening to recorded phone calls

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To listen to a recorded phone call, open the client’s conversation and locate the recorded phone call.

The phone call will display an auto-generated summary, allowing staff members to see the main topics that were discussed in the call.

A Positive (green) or Negative (red) badge will also be included next to the summary, allowing staff members to easily see if the call was positive or negative overall. For example, this can allow staff to quickly find negative calls and follow up with the client if needed.

Select Listen to listen to the call and view a full transcript of the call. Transcripts allow you to read the entire conversation and find key details at a glance. You can also select any text in the transcript to listen to that part of the recording.