The voice recordings are attached to individual call records in VRS. The user can either play or perform other operations for each call record. There can be two types of call records available in VRS.
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Single Leg Records
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Multiple Leg Records
Single Leg Record
A single-legged call record is a single call but has only one leg, and the record is displayed accordingly in VRS.
Multiple Leg Records
A multi-legged call record is a type of call that contains more than one leg. It is a single call but has multiple legs. Some of the call leg types are as follows:
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Hold/Resume
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Direct Transfer
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Consult Call
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Consult Transfer
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Conference Call
Hold/Resume call
A simple hold/resume call is a call in which a customer calls an Agent. When the call is active, the Agent holds the call.
Then it retrieves the call. This process creates two call sessions: the session before the agent takes the call and the session after the call is resumed.
Direct Transfer
In this case, a customer calls an Agent. The agent, after receiving the call, then directly transfers the call to the second agent. This is done without any consultation with the second agent.
In this case, two sessions are made as well.
Consult Call
In the case of a simple Consult Call scenario, a customer calls an Agent. The agent receives the call, talks to the customer for a while, and then consults with another Agent, putting the customer on hold. After consulting for a while, the first agent ends the call with the second agent and then resumes the call with the customer before ending the call.
In this case, five sessions are made.
Consult Transfer
In the case of a simple Consult Transfer scenario, a customer calls an Agent and talks to them for a while. The agent then makes a consult call to another agent, putting the customer on hold. After the conversation, the first agent transfers the call to the second agent and leaves the call. Now the second agent and customer talk to each other before ending the call.
In this case, five sessions are made.
Conference Call
In this case, a customer calls an Agent and talks. This agent makes a consult call to another agent, putting the customer on hold. After talking to the second agent, the first agent initiates a conference call. Now all three participants are in the call. This call goes and later ends.
In this case, six legs are made.