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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 in Salesforce task records that are created at the end of calls. For more information about adding links in task records, see Adding the Log a Call action to a page layout.
From ContactWorld version 2.7.4 of ContactWorld for in Salesforce, you can rate the call recording using the custom field Interaction Quality. For information about rating call recordings, see Scoring call quality. Before you can use the Interaction Quality field, you must add it to a task page layout.
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