Call Recording User Guide

Table of Contents

About Hosted Call Reporting	Spectrum Enterprise Product Packaging
Getting Started	Dashboard
Basic Recording - Completed	Basic Recording - Calls in Progress
Reports	Alerts
Audio Mining	Evaluations
Administrator	Administrator Reports
Subscribers	Users

About Hosted Call Recording

This guide provides information about the Spectrum Enterprise Hosted Call Recording features, functions, and reports presented as tools to be used to solve your business management requirements. We’ve focused on some of the most common tasks: managing recorded calls, calls in progress, Users, and extensions. Where possible, we have included step-by-step procedures and/or examples of how to complete the functions within the application.

The End User Interface allows the Group Administrator to create system users. Users of the system might be characterized as managers or supervisors of contact centers, members of law offices, or financial institutions. Users are assigned numbers by which they can then manage calls in progress and recorded calls. The Group Administrator can view and playback all calls made by any Users they create. And, if applicable, the Group Administrator can also archive recorded calls and download the recorded call files of their Users

Spectrum Enterprise Product Packaging

Enterprise Solutions provides three levels of recording that can be easily accessed through our web-based portal. Each level has different features and, thus, a different price. Please contact your Account Executive for more details on pricing.

1. Basic call recording
1. Alerting Call annotation
2. Call annotation file upload
3. Call CRM integration Categorization
4. Comments
5. Email links
6. Reporting
2. Business recording and analytics
1. The basic features listed above.
2. In addition, Encryption and Audio Mining (3 packs).
3. Premium recording and analytics
1. Business recording features listed above
2. In addition, Evaluations.
4. This document will be broken down into four sections
1. Getting Started
2. Basic Call Recording Features
3. Business Recording and Analytics Features
4. Premium Recording and Analytics

Getting Started

This section contains the essential information for getting started with Hosted Call Recording.

1. Logging on

In order to access the application, you must log in with a username and password. The Spectrum Enterprise Administrator assigns the User Name. Passwords are auto-generated by the application and emailed directly to you. Once you have access to the application, you will be directed to reset your password in accordance with the company password policies.

2. Instructions

Open an Internet session. Supported browsers and versions include the following:

• IE
• Firefox
• Google
• Chrome
• Safari

Direct URL: https://cr.spectrumenterprise.net/CallRecorder/

3. User Menu

   In the top-right corner of the screen, you'll find a drop-down menu located next to the avatar image, This is the User Menu which includes the following areas:

• Sign Out
• Change Password
• Client Tools
• Options
  

4. Changing Your Password

   Group Administrators create users and assign them usernames. Upon creation, the application automatically sends a temporary password via email. When users log in for the first time, they are directed to the expired password dialog, where they must reset their password to meet company policies, with strength levels described as follows:

1. Weak Passwords—Avoid using passwords that are: blank, include your username, real name, or company name, or consist of a full dictionary word.
2. Strong Passwords—consist of at least seven characters. It's important to steer clear of common pitfalls such as using dictionary words, letter or number sequences, usernames, names of relatives or pets, romantic connections, or any biographical information. To enhance security, ensure your new password significantly differs from any previous ones you've used.

Note: Passwords expire 90 days after the last password change.
To change your password:



1. Click Change Password under the user menu drop-down.
2. In the change password window, proceed to enter your current password.
3. Next, enter your new password.
4. The confirm new password field will appear when an appropriate password has been entered. Enter your new password again.
5. Click Change Password to save your password.
6. Click OK on the confirmation message.

To change your password when it expires:


The 'Your Password has Expired' screen will appear on the expiration day without any prior warnings. When you try to log in, you will be immediately redirected to this screen before gaining access to the application.

1. On the expired password window, enter the current password.
2. Proceed to enter the new password in the new password and confirm the new password fields.
3. Click Change Password.

5. Search

   The Search feature allows you to search any part of the call record (Number, Duration, Time, Comments, etc.) on the Recorded Calls screen in order to find a specific call record.
   

   For example: if there are 10 pages of recorded call files on the Recorded Calls screen and you need to find a specific call record that you know has a comment associated with it that has the word help desk in it, you can search for that word to find that call record. You can also use a wild card (%) to replace part of the word or number you are searching for.
   
   To search the interface:

1. Enter the word or number that you wish to search for in the Search field.
2. Click the magnifying glass or press enter to search.
3. The application returns all records (or none) containing your search criteria on the interaction page.

Dashboard

The default landing page is the Dashboard and can be accessed via the home button on the left-hand navigation. It provides you with a real-time view of the system data, including information about the total number of calls in progress, active call handlers, calls, duration recorded, calls in the recycle bin, and free audio storage.

With the exception of First Look, Active Call Handlers, Recent Calls, and Activity & Heat Map charts, you have the ability to view each pane as either a text or graphical display. Additionally, panes that can be customized feature a settings button in the lower right corner. Clicking on this button will flip the pane, revealing available Options. While in the Options display, the Settings button transforms into a return button, which allows you to exit the panel options.

The default is for the Dashboard to refresh every 30 seconds; however, you can reset the refresh value for each element individually, except for the First Look pane. Refresh can be temporarily stopped by clicking the pause button via the dashboard setting button. These settings can be viewed by clicking the dashboard settings button.

The Dashboard is divided into eight distinctive panes that give you a pictorial and data overview of your company's current call usage.

1. First look

The First Look appears horizontally across the top of the Dashboard and displays a quick view of totals for the following information:

1. Calls in progress—identifies the total number of calls in the system that are not terminated by the Tenant and/or User.
   
2. Active call handlers—displays the total number of extensions with an active call. Active Call Handlers display information by Tenant and then by User. Tenants and Users will only see information based on extensions to which they have access.
   
3. Calls—identifies the total number of completed calls for the user that is currently logged in and that has a recording associated with them. This value is accumulated over the lifetime of the Tenant. However, the number will adjust accordingly when call files are deleted and/or routinely swept from the application.
   
4. Duration recorded—identifies the sum of duration for recorded calls that have a recording associated with them by Tenant and User. This value is accumulated over the lifetime of the Tenant.
   
5. Calls in recycle bin—identifies the total number of calls that have a recording associated with them and that are pending deletion. This value is accumulated over the lifetime of the Tenant. However, the number will adjust accordingly when call files are deleted and/or routinely swept from the application.
   
6. Free audio storage—identifies the total amount of free audio storage by Tenant only.
   
7. Last week's trend—provides a visual display of the call history for the previous week.
2. Frequent callers

The Frequent Callers pane displays the total number of calls by calling numbers for the most frequently called numbers. The Frequent Callers chart displays inbound calls only. The number of frequent callers displayed in the pane will be determined by the applied filter (for example, Last 30 Days, Last Month, Year to Date, etc.).

3. Recent calls

The recent calls pane displays the most recent incoming and outgoing calls by the call handler. The number of recent calls displayed in the pane will be determined by the applied filter (for example, Last 30 Days, Last Month, Year to Date, etc.).

4. Call handler summary

The Call Handler Summary pane displays the maximum duration, average duration, and total number of calls by call handler/number for the duration determined by the applied filter (for example: Last 30 Days, Last Month, Year to Date, etc.).

5. Active call handlers

The active call handlers pane displays the call handlers/numbers that are currently on calls and the number of the other party. Users who have access are able to monitor an active call handler's call in progress by clicking on the monitor button. Additionally, you are able to adjust the number of results to display by selecting the applicable number from the Top Results drop-down list.

6. Storage

The Storage pane displays the current usage of Audio Storage, Audio Mining Storage, Message Storage, Screen Storage, and Video Calls Storage.

7. Calls by location

The Calls by Location pane displays the total calls by each location as determined by the NPA/NXX. The calls included in the totals will be determined by the applied filter (for example, Last 30 Days, Last Month, Year to Date, etc.)..

8. Calls by category

The Calls by Category pane displays the total calls by custom category. Categories are specific to the user. The calls included in the totals are determined by the applied filter (for example, Last 30 Days, Last Month, Year to Date, etc.).

Basic Recording - Completed

1. Recordings
   

   By clicking on Interaction in the left-hand menu, you will be presented with the following subcategories:

• Completed
• In Progress
• Recycle Bin

2. Recorded Calls

When logged in as the Group Administrator, the Recorded Calls screen displays all completed recorded calls for all Users that have been configured. However, as an end user, you can only see completed recorded calls tied to your user ID. Hovering over the message display reveals the call type (Inbound or Outbound). To view only Recorded Calls, deselect Messages and Screen Recording buttons.
The Completed Recorded Calls list briefly overviews crucial details about completed calls. The Recorded Calls list displays the following information:

• Number—the number or description associated with the call.
• Duration—the length of the call.
• Day—the day of the week the call took place.
• Date—the actual date the call took place.
• Time—the time the call originated.
• From number—the originating number.
• To number—the terminating number.
• Recording button—Identifies whether a recording is associated with the call. Click this button to open the Recorded Call and begin playing the audio. If the recorded call has already been sent to the recycle bin, the icon will be modified to show the recycle icon.

Opening the Recorded Call window grants access to more comprehensive information suitable for both review and editing purposes. To open a recorded call:

1. Click the recording you want to view.
2. The Recorded Call window will appear.
   
   
3. Recorded Call Media Player

The audio playback feature is located at the top of the Recorded Call window. Simply click the Play button to initiate audio playback.

4. Recorded Call Details Tab

Right below the media player is the Details tab with the following options:

• Email button—Enables users to send a recorded call via email.
  
• Download Options button—Allows users to download the recorded call.
  
• Recycle Options button—Permits users to move the audio to the Call Recorder recycle bin.
  
• Save button (if applicable)—Provides the option to restore a message from the recycle bin, applicable when a message has already been moved there.
  
• Delete button (if applicable)—Allows users to permanently delete a message from the recycle bin; selecting this option replaces all other message buttons with a confirmation prompt.
  
• From Number—Indicates the originating number of the call.
  
• To Number—Displays the terminating number.
  
• From Caller ID—Shows the name or number of the call's originator if caller ID is available.
  
• To Caller ID—Displays the name or number of the recipient if caller ID is available.
  
• Related Calls button—Expands a list of recorded calls related by their call flow to the current call.
  
• Location—Provides information about the call's origin.
  
• Classification—Enables users to restrict access to calls, allowing only those with explicit permissions to view them. Access this feature by clicking the "Edit" button.
  
• Transcription—If available, it displays the text transcription of the call audio. Users can click on a phrase to seek the audio to that point and start playing. This section offers the following options:
  
1. Copy Transcription to Clipboard—Copies the plain text transcription to the clipboard for pasting into third-party applications.
2. Show as a block of text—Toggles between a conversation view and a text block.
   
• Expand—Expand the user interface to show more of the transcription.
  
• Comments—Any comments associated with the call can be accessed by clicking the "Edit" button.
  
• External ID—This field can contain an identifier indicating that this record is related to an external system through that ID. Typically, External IDs are generated or forwarded by the telecom switch as metadata for the call. Access this feature by clicking the "Edit" button.
  
• Digital Signature (MD5)—This identifies whether the call has been hashed using MD5 fingerprinting, ensuring that the call hasn't been tampered with and meeting regulatory requirements.
  
• Categories—Users can categorize calls according to business-specific criteria, such as geographic region or customer satisfaction. Access this feature by clicking the "Edit" button.
  

5. Downloading recorded calls

In addition to exporting and archiving, you can download individual or multiple recorded calls as a zipped file from the Recorded Calls and Recycle Bin tabs.To download a recorded call:

1. Click the interactions menu option to ensure you are looking at the list of completed calls.
2. Deselect messages and Screen Recordings to ensure that you are looking at the list of recorded calls.
3. Find the recorded call and click the Download button.
4. Navigate to the folder you want to save the recorded call to.
5. Click Save.
   


6. Delete Recorded Calls
1. Click the interactions menu option to ensure that you look at the completed calls list.
2. Deselect messages and Screen Recordings to ensure that you are looking at the list of recorded calls.
3. Select a call and click the View Details button to open the recorded call window.
4. Ensure you are on the details tab.
5. Click the Recycle icon.
6. Click Send Audio to Recycle Bin.
   
   
7. Annotations

Annotations allow you to add comments and markers to specific parts of calls to indicate where a notable event might have occurred in the call. For example, a contact center manager (or any other user) can find a notable event in a call, mark it for future review, and add a comment. Once annotations are added to a recorded call, you can go back and view, listen, download, and delete the annotation.

8. Add an Annotation to a Recorded Call
   
   
1. Click the interactions menu option and ensure that you are looking at the list of completed calls.
2. Deselect messages and Screen Recordings to ensure that you are looking at the list of recorded calls.
3. Select a call and click the View Details button to open the recorded call window.
4. Select the Play button to begin playing the recorded call.
5. Select Pause when you come to the point in the call that you wish to annotate.
6. Click the Annotation tab.
7. Click Add Annotation.
8. Enter the following information:
1. Subject
2. Note
9. Click Save.

To jump to the annotated spot, click on the time marker next to the annotation. It will bring you directly to that place in the message. The recorded call will have an updated icon in the play recorded call field, indicating there is an annotation associated with the call.

9. Add a File Annotation to a Recorded Call
   
   
1. Click the interactions menu option and ensure that you are looking at the list of completed calls.
2. Deselect messages and Screen Recordings to ensure that you are looking at the list of recorded calls.
3. Select a call and click the View Details button to open the recorded call window.
4. Click the Annotation tab.
5. Select the Play button to begin playing the recorded call.
6. Select Pause when you reach the point in the call you wish to annotate.
7. Click Add Annotation.
8. Click the Select File button, select the file and click Open.
9. Click Save.
   
   
10. Delete an Annotation from a Recorded Call
    
1. Click the interactions menu option and ensure that you are looking at the list of completed calls.
2. Deselect messages and Screen Recordings to ensure that you look at the recorded call list.
3. Select a call and click the View Details button to open the recorded call window.
4. Click the Annotation tab
5. Click the Delete icon. You will receive a confirmation warning.
6. Click Delete.
   

11. Comments

From the Recorded Calls screen, you can add, view, and delete comments to each recorded call file.


To add a comment to a recorded call:

1. Click the interactions menu option to ensure that you look at the completed calls list.
2. Deselect messages and Screen Recordings to ensure that you look at the recorded call list.
3. Select a call and click the View Details button to open the recorded call window.
4. Make sure you are on the details tab.
5. In the comments row, click the edit comment icon.
6. Enter the comment and click the save button.

Comments can be seen directly from the details tab. If you want to remove or delete your comment entirely:

1. Click the Edit Comments icon.
2. Select text and press delete.
3. Click Save when finished to save your changes.
   
   
12. Recycle bin

The Recycle Bin is intended to be a "checks and balance" system when deleting recorded call files. When you delete a recorded call file, it is placed into the Recycle Bin. The system will also move calls to the Recycle Bin if the call exceeds storage time or space.
The recorded call files in the Recycle Bin will remain there until you permanently delete them from either the application or the system purges the recycling bin. This purge occurs each week at (or around) midnight Eastern time on Saturday night. If you accidentally delete a recorded call file and it is still in the Recycle Bin, you can restore it to the Recorded Calls tab. You also have the option to download any or all of the calls in the Recycle Bin in order to store them for later use.
Note: While the recorded call file (or recording) is deleted from the system, a copy of the actual call detail record remains in the Recorded Calls tab but cannot be seen unless you have the Show Calls Without Recordings filter turned on.

13. Access the Recycle Bin
    
    
1. Click the Interaction tab.
2. Then click the Recycle Bin tab.
3. Your deleted recorded calls will be listed here.
   

14. Download from the Recycle Bin
    
    
1. Click the Interaction tab.
2. Then click the Recycle Bin tab.
3. Find the recorded call and click the Download button.
4. Navigate to the folder you want to save the recorded call to.
5. Click Save.
   

15. Retain a Recorded Call from the Recycle Bin
    
    
1. Click the Interaction tab.
2. Then click the Recycle Bin tab.
3. Find the recorded call and click the View Details button.
4. Ensure you are on the details tab.
5. Click the Recycle icon.
6. Click Retain Audio.
7. This recorded call will return to your completed calls list.

16. Emailing a recorded call

Situations will occur where you need to send a specific recorded call to someone who may not have access to the application or just for emphasis. In these instances, you have the ability to email the recorded call to that recipient.
Note: There will not be an email option for any calls that have been deleted. You will still see the call details, but a recording will not be associated. To email a recorded call:

1. Click the interactions menu option to ensure that you look at the completed calls list.
2. Deselect messages and Screen Recordings to ensure that you look at the recorded call list.
3. Select a call and click the View Details button to open the recorded call window.
4. Click the Email icon.
5. Your default email client will open for you to finalize the email.

Basic Recording - Calls in Progress

The Calls in Progress screen provides a real-time display of all ongoing calls. Users can perform various functions from this tab, such as initiating or pausing/resuming screen and call recording, monitoring, whispering, barging into calls, saving recordings, and adding notes and categories. The following information is displayed on the Calls in Progress tab:

• Number—the number or description associated with the call
• Day—the day of the week the call took place
• Date—the actual date the call took place
• Time—the time the call originated
• From number—the originating number
• From caller ID—displays the name or number of the person that originated the call, if caller ID is available.
• To number—the terminating number.
• To caller ID—displays the name or number of the To Number, if caller ID is available.
• Recording status—displays whether or not a specific call is being recorded. If On Demand is identified as a trigger in an active Recording Policy, these buttons will also act as the Pause/Resume triggers for both call and screen recording.
• Monitor—if monitoring is available, a Monitor button is displayed for each call in progress.
• Save recording—identifies whether or not the call is to be saved as a recorded call when it is complete.
• Comments—allows the user to add comments to associate with the call
• Category—allows the user to categorize calls into areas unique to their business (for example, a geographic region or customer satisfaction)
  

1. Record a Call in Progress
   
   • Click the Interactions menu option.
   • Next, click the Calls in Progress tab.
   • Click in the option box of a call that does not have Save Recording selected (a checkmark in the option box).

Reporting

The application includes nine reports that assist the user with administration activities. The reports identify information that can be found on the dashboard but in more detail. Reports can be viewed as text or in a graphical format. You also have the ability to export reports and save them to your own PC. Additionally, you can filter information in the reports, such as number, date, and time.
To open, click on the desired report on the Recorded Call Reports page. This will open up a report window displaying the report and an editing bar. This bar is standard for all reports.

The following recorded call reports are available:

• Call handler activity—The call handler activity report displays each call handler's last 30 days of activity in the application. The Call Handler Activity report can be displayed as text or as a pie chart by clicking the Chart button on the report toolbar. The report displays the number, description, total number of calls, average call duration, minimum duration, and maximum duration by the call handler.
  
• Calling locations—The calling locations report displays the total calls by each location, as determined by the NPA/NXX, for the last 30 days. The Calling Locations report can be displayed as text or as a pie chart by clicking the Chart button on the report toolbar. The report displays the number, location, and total number of calls made to that location.
  
• Calls by category—The calls by category report displays the total calls by custom category for the last 30 days. The Calls by Category report can be displayed as text or as a pie chart by clicking the Chart button on in the report toolbar. The report displays the total number of calls, average call duration, minimum duration, and maximum duration by category.
  
• Daily usage—The Daily usage report displays the activity totals for the day in the application. The Daily Usage report can be displayed as text or as a column chart by clicking the Chart button on the report toolbar. The report displays the day's date, total number of calls, average, minimum, and maximum duration.
  
• Hourly usage—The hourly usage report displays a distribution of call activity across the hours of the day. The report can be displayed as text or as a column chart by clicking the Chart button on the report toolbar. The report displays the hour, total number of calls, average call duration, minimum duration, and maximum duration for each hour.
  
• Frequent callers—The frequent callers report displays the callers (by number) that have called the most frequently. The Frequent Callers pane can be displayed as text or as a bar chart by clicking the Chart button on the report toolbar. The report displays the number, the name associated with the number (caller ID), the total number of calls, and the average, minimum, and maximum duration. The report is sorted in order of the most frequently called or dialed number.

The following organizational reports are available:

• Unused numbers—The unused numbers report identifies numbers without usage. The Unused Numbers report is in text format only. However, you are able to click on the View and Edit Details link in the report to go directly to the numbers page. The report displays the number and description.
  
• User details—The user details report identifies information about each application user. The User Details report is in text format only. The report displays the username, email address, the date the user was created, the date the user last logged on to the application, the date the user's password was last changed, the total amount of numbers assigned to the user, the total number of annotations and categories created by the user and whether or not the user has permission to upload recorded calls to a CRM application.
  

1. Filtering Reports
1. Click on the Reports menu option.
2. Find and select the report you wish to run.
3. Click on the Filtering icon.
4. Enter your criteria and click Apply.
5. Your results will populate in the window.
   

2. Filtering Reports

1. Click on the Reports menu option.
2. Find and select the report you wish to run.
3. Click on the export drop-down.
4. Select a format you want to export. These include the following:
   
   
1. Acrobat PDF
2. CSV
3. Excel
4. RTF
5. Web Archive
   


5. Save the file to your computer.

Alerts

Do you wish that you could be alerted to any emergency, long duration, international, etc., calls made from within your organization? You can create Alerts based on specific call conditions. When those conditions are met, you will be notified with the pertinent details so that you can address any issues or make any necessary changes to current policies or procedures. Additionally, a history of the alerts that have been executed is available from the Alerts tab. You can also view any recent alerts by clicking the Recent Alerts link on the top right of the End User Interface window.

1. Manage Alert Definitions
1. Click on the Alerts menu option.
2. Next, click on Manage Alerts. You have access to all active and inactive definitions.
3. Click on the arrow on the right to expand the alert.
4. From here, you can edit an alert definition, activate/deactivate an alert definition, or delete an alert definition.
   
2. Add a New Alert Definition
1. Click on the Alerts menu option.
2. Next, click on Manage Alerts.
3. Proceed to click New.
4. Enter the name, event type, and description.
5. Next, enter your filtering criteria.
6. Click Save when complete.
   
3. Manage Alert Definitions
1. Click on the Alerts menu option.
2. Next, click on Manage Alerts. You have access to all active and inactive definitions.
3. Click on the arrow on the right to expand the alert.
4. Click Edit.
5. After changes, scroll to the bottom and click on the Save button.
   
4. Activate/Deactivate Alert Definitions
1. Click on the Alerts menu option.
2. Next, click on Manage Alerts. You have access to all active and inactive definitions.
3. Click on the arrow on the right to expand the alert.
4. By default, the alert definition is initially set to "Active." To deactivate this alert definition, click the "Active" link. Once deactivated, the inactive definition will be visually distinguished by appearing grayed out in the Alert Definitions list.
   
5. Delete Alert Definitions
1. Click on the Alerts menu option.
2. Next, click on Manage Alerts. You have access to all active and inactive definitions.
3. Click on the arrow on the right to expand the alert.
4. Click Delete.
5. A confirmation message will appear; click Delete.

Audio Mining

Audio mining allows the user to enter key terms and phrases (speech packs) that the system searches recorded calls for and presents the results (phrases) in order of relevance. When the recorded call terminates, the system examines each call phonetically and records the phonetic patterns.
To utilize the audio mining pack for recorded calls and generate results, you must release it within the system. Follow these steps to release an audio mining pack:

1. Select the specific one you want to release.
2. Click the "Release" button.
3. The released audio mining pack will be listed in the hierarchy under the "Released Audio Mining Packs" section.

Once audio mining packs are released, they can be used as filters for Recorded Calls to obtain desired search results. Here's how to apply an audio mining pack as a filter:
Upon applying the filter, an icon will appear under the Audio Mining tab for each recorded call that matches the filter criteria. A number beside the icon will display the Maximum Confidence score for the results. To view the search results, click on the Audio Mining icon.

1. Apply Audio Mining to an Interaction
   
   
1. Click the interactions menu option and ensure that you are looking at the list of completed calls.
2. Deselect messages and Screen Recordings to ensure that you look at the recorded call list.
3. Click Filter, then Add Rule.
4. Then select the Audio Mining Speech Pack.
5. In the text field next to Speech Pack, click to open the available Speech Pack selection drop-down menu and select If you know your.
6. This will expand the Speech Pack filter section. Enter or select your criteria.
7. Click Apply.
   

2. View Audio Mining Results
   
   
1. From the filtered results, select the call and click on the arrow in that row to open the Outbound Recorded Call Window.
2. Select the Audio Mining tab
3. You can further filter the Audio Mining results by using the drop-downs to select specific packs, phrases, confidence levels, or languages.
4. The media player will display the result with a yellow marker.
5. Click on the time stamp to play the audio from that marker.

Evaluations

Evaluations allow Group Administrators to select individual recorded calls and rate the call handler's performance during the call by responding to a predefined evaluation. Evaluations can be used for training purposes, during review time, or as feedback for the call handler.

1. To Evaluate a Recorded Call
   
   
• Click the interactions menu option and ensure that you are looking at the list of completed calls.
• Deselect messages and Screen Recordings to ensure that you look at the recorded call list.
• Select a call and click the View Details button to open the recorded call window.
• Click the Evaluate tab.
• Select the applicable evaluation form from the drop-down list.
• Select the Play button to listen to the recorded call.
• Respond to each question on the evaluation form by entering or selecting the appropriate answers and comments.
• Click Next between each question until you reach the Summary Page
• Review your work, verify all questions were answered, and click Finish.
  

2. Evaluation Template Designer

The Evaluation Template Designer empowers phone team managers to easily create evaluations for recordings and swiftly access statistics based on these evaluations. These evaluations serve various business purposes, including training, performance monitoring, script development, and process adherence.
The Evaluation Module reports offer real-time insights into evaluation data, including details on frequently used evaluations, evaluated call handlers, their average confidence scores, and the average confidence score of the evaluations in use. This module consists of three reports providing an overview of evaluation usage:

• Call Evaluation Trends report—graphs the average daily or monthly trend by Evaluation and by Call Handler.
  
• Call Evaluation Details report—displays call handlers that have evaluations associated with one or more of their recorded calls.
  
• Call Handler vs. Average report— compares an individual call handler's average evaluation score to the organization's overall average score for the same evaluation.
  

3. Create a New Evaluation
1. Click the Modules menu option.
2. Select Evaluation Template Designer.
3. Click Add Evaluation.
4. Enter the Name, Type, and Description in the corresponding fields.
5. Click on the Add Section button to begin work on the first section.
6. Click the Add Question button.
7. Enter or select the following information:
• Section
• Question
• Select an Option Set
8. When you have completed adding sections and questions, click Save.

Administrator

In the End User Interface, Group Administrators play a crucial role in creating Users for the system. These Users can take on various roles, such as managing contact centers, working in legal offices, or handling financial matters. Users are assigned unique identification numbers, which enable them to manage ongoing calls and access recorded conversations effectively. Notably, Group Administrators have the ability to review and replay all calls made by the Users they've created. Additionally, if necessary, Group Administrators can archive recorded calls and obtain recorded files from their Users using FTP.

To navigate the End User Interface effectively, you'll find it divided into five user-friendly tabs, each housing essential functionalities for Group Administrators managing call centers. The number of tabs you see may vary depending on the specific Application Features granted by your Administrator. These tabs provide access to important tools, such as the option to download plugins like the Archive Tool, review Recent Alerts, and make adjustments to your password.

By default, the Home or Dashboard Tab is your initial landing page. However, you can personalize this experience to better align with your preferences. To set a different tab as your default landing page, simply click on the tab you'd like to make your new default.

1. Add a New Employee
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Employees/Department section.
4. Then select Add Employee.
5. The Employee Profile window will open.
6. Proceed to enter the employee information.
7. In the Subscribers panel, click V Available Subscribers to access the list of available Subscribers that you can assign.
8. Select at least one subscriber to associate with the user.
9. In the Screen Recording panel, assign screen recording criteria, enter or select the following Screen Recording Profile information:
• User Name
• Password
• Recording Quality
10. Click Save.
    

2. Updating an Employee
   
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Employees/Department section.
4. Search and click on the user you want to update.
5. Proceed to update the necessary information.
6. Click Save when finished.
   

3. Deleting an Employee
   
   1. Click the Admin menu option on the left.
   2. Select Organization.
   3. Click the plus icon to expand the Employees/Department section.
   4. Search and click on the user you want to delete.
   5. Next, scroll to the bottom of the employee window and click Delete.
   6. A confirmation message will appear.
   7. Click Delete.
      

4. Search for an Employee or Department
   1. Click the Admin menu option on the left.
   2. Select Organization.
   3. Enter the criteria you wish to search in the field provided.
   4. Click the magnifying glass icon to start your search.
   5. Search the result and find the user/department you wish to view. Click the name and the Profile page will be displayed.

Administrator Reports

There are seven detailed Administrative reports, which provide a deeper dive into the data found on the Home tab. These reports can be viewed in text or graphical formats, exported to your PC, and filtered by number, date, and time. Reports are divided into four categories:

Standard user categories:
 

• Recorded Call Reports
• Organization Reports

Administrator specific categories:

• Evaluation Reports
• Call Evaluation Trends
• Call Evaluation Details
• Call Handler vs. Average

• Audio Mining Reports
  • Speech Pack Trend
  • Speech Pack Count
  • Speech Packs by Call Handler
  • Speech Pack Detail

To open, click on the desired report on the Recorded Call Reports page. This will open up a report window displaying the report and an editing bar. This bar is standard for all reports.

1. Call Evaluation Trends

The Call Evaluation Trends report visualizes the average daily or monthly trends for both the Evaluation and Call Handler categories.

2. Call Evaluation Details

   "The Call Evaluation Details report presents call handlers with associated evaluations for their recorded calls. It includes information such as the call handler's details, description, originating number and caller ID, destination number and caller ID, evaluation completion date and time, modification date and time, total earned points versus available points, and the overall score.

3. Call Handler vs Average

   The Call Handler vs. Average report contrasts an individual call handler's average evaluation score with the organization's overall average score for the same evaluation. You can choose to view this report as text or as a column chart by clicking the Chart button in the report toolbar. It provides details including evaluation name, call handler, call handler's average score, organization's average score, number of evaluations, and the date and time of the last evaluation. The report is sorted chronologically.
4. Speech Pack Trend

The Speech Pack Trend report plots the number of hits for each Speech Pack over a period of time.

5. Speech Pack Counts

The Speech Pack Counts report lists the top 10 most active Speech Packs over a period of
time.

6. Speech Packs by Call Handler

   The Speech Pack by Call Handler graph plots the number of hits for each Call Handler for each Speech Pack over a period of time.

7. Speech Pack Detail

   The Speech Pack Detail report lists every Speech Pack hit over a period of time.
   

Subscribers

Subscribers are those people whose phone numbers are being recorded. This is added by the Spectrum Enterprise in the Administrative Interface Subscribers are assigned to Group Admin (Users). The Group Administrator's responsible for identifying the recording and retention criteria for each subscriber and then assigning the subscribers to users via the End User Interface. Recording and retention criteria include application features, call retention, and message retention, if applicable.

Note: Updating the description of the subscriber will show that description on the Recorded Calls tab, the Dashboard, and the reports instead of just the number.

Users

In order to view recordings, Users must be added first to the application and have subscribers assigned to them. Only the Spectrum Enterprise Representative or Customer Group Administrator has the ability to add new Users to the application. When a new User is added, the application will automatically email them a temporary password. Users logging in for the first time will be redirected to the expired password dialog to reset their password to something more meaningful and within the company's rules for a valid password. The rules for a valid password are displayed as text on the expired password dialog. Users have the ability to change their passwords at any time. However, in the event that they forget their password, they can come to the Group Administrator, at which time their password can be reset from the User Profile Information screen

1. Add a User
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Users section.
4. Then select Add User.
5. The UserProfile window will open.
6. Proceed to enter the user information.
7. In the Subscribers panel, click V Available Subscribers to access the list of available Subscribers that you can assign.
8. Select at least one subscriber to associate with the user.
9. Next, select an available classification for the user.
10. Click Save.
    

2. Updating a User
   
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Users section.
4. Search and click on the user you want to update.
5. Proceed to update the necessary information.
6. Click Save when finished.
   

3. Reset a User’s Password
   
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Users section.
4. Search and click on the user you want to update.
5. At the bottom of the User Profile window, click Reset Password.
6. A confirmation of a password sent will appear.
7. Click Save.
   

4. Deleting a User
   
1. Click the Admin menu option on the left.
2. Select Organization.
3. Click the plus icon to expand the Users section.
4. Search and click on the user you want to delete.
5. Next, scroll to the bottom of the user window and click Delete.
6. A confirmation message will appear.
7. Click Delete.