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 a call recording player in Salesforce tasks.
From ContactWorld version 2.7.4 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.
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.