Record Incoming/Outgoing calls

Introduction

A call operator needs to record all received calls in Pulse to monitor the operators' workarounds effectively. From this, we will discuss how a call operator can record both incoming and outgoing calls. A user with a Call centre advanced, Call centre Basic and Admin can record calls.

Steps for Recording Calls

1. Once the record call button has been clicked, the timer starts immediately, displaying the hours, minutes, and seconds being counted for the duration of the call.

   1. Once the timer starts, a button named 'Restart call timer' is displayed across the timer, which allows the user to restart the call.

2. Users can populate the fields below:

   1. Employee who carried out the call (auto populates with the current user but can be over-written)

   2. Enter the caller’s phone number 

   3. Choose either Inbound or Outbound

   4. Account ID

   5. Whether reached successfully or not

      • If a call was successful, proceed to other fields

      • If a call is not successful, don’t proceed to other fields

   6. Call category: Dropdown of following options (each OpCo has their reasons, attached document )

      • Connect support

      • Customer Inquiry

      • General complaint

      • Payment issue

      • Technical issue

      • Other

   7. Call reason: Dropdown of options depending on what the call category is. i.e if a call category is connect support

      1. Generate unlock token

      2. The phone keeps locking itself

      3. Payment not linked

      4. Technical issue

      5. Other

   8. Anything else the call operator can help with:

      1. Yes

      2. No

   9. Comments: Free text field with some sensible character limit where the user can type anything including line breaks

Steps for Recording Calls in Pulse

Step 1: On the customer page, click on the record call button

Step 2: The call operator needs to fill in the fields accordingly, based on the explanation provided above.

Step 3: Call category is based on OpCo

Step 4: The call reason is determined by what the call operator selects in the call category.