Conversation List

Displays a detailed list of all conversations, offering comprehensive filtering options such as Start and End Date & Time, Agents and Teams, Direction, Wrap-ups, and Duration. Each conversation entry includes metadata like participants, reviews, and wrap-up codes. Clicking on a conversation, Quality Managers are lead to the Conversation View, providing a detailed view of agent-customer interactions.

The Conversation List serves as a central dashboard that provides advanced tools for managing and evaluating recorded interactions. Below are the key functionalities and features of the Conversation List:

Filtering Options:

• Start and End Date & Time: Define specific timeframes to narrow the list of conversations.

• Agents and Teams: Focus the search on particular agents or entire teams.

• Direction: Filter conversations based on whether they are inbound or outbound.

• Wrap-ups: Isolate conversations with specific wrap-up codes for targeted evaluations.

• Duration: Refine the list by conversation length.

Detailed Metadata:

The table view includes the following columns, offering essential data for each conversation:

• Direction: Indicates the type of interaction (inbound or outbound).

• Date & Time: Specifies when the conversation occurred.

• Duration: Highlights the length of the conversation.

• From and To: Identifies participants based on the direction of the interaction.

• Agent(s): Lists the agents involved in the conversation.

• Reviews: Displays review scores, if evaluations have been conducted.

• Wrap-ups: Shows wrap-up codes associated with the conversation.

Integration with Conversation View:

Clicking on any entry in the Conversation List opens the Conversation View, which provides a detailed breakdown of the interaction. This integration facilitates a seamless workflow, enabling Quality Managers to move from a high-level overview to in-depth analysis with ease.