Calabrio ONE: Listen to calls

How to listen to calls.
  1. Find call to listen to
    1. Log into Calabrio ONE
    2. Navigate to the Recording Tab on the top navigation bar
    3. Your team's recording should appear
    4. To find a specific recording, you may use the filter on the left. (For more information on Filters: Calabrio ONE: Find recorded calls
  2. Double-click the call you want to listen to. The media player view will show.
  3. There are three panels in the media player
    1. Contact Information - This has details on the call including call duration, silence and talk-over information, and call direction.
    2. Audio Panel - The energy bar shows a visualization of the audio call. Inbound audio is blue and outbound is red. There may also be letters that show events.
      1. H - Hold - The agent placed the caller on hold
      2. S - Silence - Neither the agent nor the caller are speaking
      3. T - Talkover - Both the agent and the caller are speaking at the same time.
    3. Evaluation - This panel is for features that we have not purchased.
  4. Press the play button Play button at the top of the screen to listen to the call.

See Also


Keywords:
calabrio contact center uccx ccx 12.5 center calls record recording finesse one listen listening phone phones cisco 
Doc ID:
131930
Owned by:
Chance H. in Voice Services
Created:
2023-10-05
Updated:
2024-11-08
Sites:
DoIT Help Desk, Voice Services