When an agent makes or receives a call, if call recording is enabled, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in ContactWorld. To access the call recordings, agents or supervisors must log in to ContactWorld and locate the recording in the Call Recordings module. Alternatively, you can provide agents with a way to access call recordings from the task records to which the recordings relate.
If the Quality Management feature is enabled for your account, you can use the enhanced call recording player. For information about configuring Quality Management, see Configuring Quality Management in Salesforce.
You can provide two different ways for agents to access the recordings:
- You can add a link to the recording in the Salesforce task record that is created at the end of the call. Agents can then click this link to go directly to the call recording in ContactWorld. For information about adding call recording links, see Adding a call recording link to Salesforce tasks.
- You can embed a call recording player in task records. Agents can then listen to the call recording without leaving Salesforce. For information about embedding a call recording player, see Embedding a call recording player in Salesforce tasks.
You can also provide a field for agents to score the quality of the recording. For information about adding a field for scoring call quality, see Adding a field for scoring call quality.