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| width | 60% |
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How do I enable supervisors to rate call recording quality?
When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in ContactWorld; you can add links to the appropriate call recordings or embed a call recording player in Salesforce task records that are created at the end of calls. For more information about adding links or embedding a call recording player in task records, see Adding a call recording link to Salesforce tasks or Embedding
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the call recording player in Salesforce tasks.
If you add a link to call recordings or embedded a call recording player in task records, you can can enable agents to rate those recordings using the custom field Interaction Quality. For information about rating call recordings, see Accessing, scoring and commenting on call recordings using
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NewVoiceMedia in Salesforce. Before you can use the Interaction Quality field, you must add it to a task page layout.
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| width | 40% |
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| borderColor | #eeeeee |
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| bgColor | white |
| titleColor | white |
| borderWidth | 1 |
| titleBGColor | #0367a0 |
| borderStyle | solid |
| title | Progress |
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To add the Interaction Quality field to a task page layout, perform the following steps:
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