Adding a field for scoring call quality
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 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 Vonage Contact Center in Salesforce. Before you can use the Interaction Quality field, you must add it to a task page layout.
- Configuring page layouts for adding and displaying call notes in Salesforce Classic
- Configuring a Log a Call console component for adding and displaying call notes in Salesforce Classic
- Saving Log a Call notes in task records
- Customizing the Log a Call area
- Hiding fields for relating calls to objects
- Enabling an agent to relate a call to multiple records
- Restricting which object types agents can relate calls to
- Populating the Due Date field on task records
- Setting Log a Call to automatically link the call to the record in focus
To add the Interaction Quality field to a task page layout, perform the following steps:
- Go to your Task object's page layouts, within Setup in Salesforce.
Locate the task page layout that you want to add the embedded player to and click Edit alongside. The page layout appears in edit mode.
In the top section, click Field. The available fields appear.
Drag Interaction Quality down alongside the call recording link or embedded player as appropriate.- Click Save. The task page layout is saved. When you open a task record you can score the associated call recording.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.