Accessing Your Call History
Viewing Recorded Conversations Inside evaluagent
The Imported Contacts area within evaluagent allows users to access and review recorded conversations captured via Real-time QA. These conversations behave like other imported conversations, providing insights, transcripts, and integration into the QA process.
In this article, we'll cover:
Accessing Recorded Conversations
Using Insights and Transcripts
Please note, in order to access this call log, you must have permission to view the Imported Contacts screen, and have at least the "Agent" role.
1. Accessing Recorded Conversations
To view recorded conversations:
Navigate to the Imported Contacts section.
Use the dropdown to select the EvaluAgent Live integration.
You will now see a list of all recorded conversations.
2. Using Insights and Transcripts
Once a conversation is recorded, it will be available in the Imported Contacts list with the same functionality as other integrations. Users can:
View key insights such as sentiment and resolution status.
Read the full conversation transcript.
Listen to the recorded audio.
Use the conversation within their QA processes.
Frequently Asked Questions (FAQs)
Q: Can I listen to a recorded conversation?
A: Yes, audio playback is available for Real-time QA recordings.
Q: Can I filter Real-time QA recordings?
A: Yes, you can filter conversations by agent, date, and key insights.