Stefano Raffaelli - 30 March, 2020 - 4 ’ read

Spring Release 2020: Call Recording reports.

Call Recording, R&D, Spring Release 2020, Volume Analysis

Imagicle Call Recording: the essential tool to monitor every activity.

Nowadays, we are aware of the importance of data analysis to determine the direction a business must take, spot performance gaps, and identify where they are lacking. The ability to analyze these data properly allows us to understand many things: for example if a system is well dimensioned, if operators perform the right actions to guarantee customer satisfaction and much more, and make the related adjustments.

And this is where call recording software comes into rescue, allowing you to easily determine the strengths and weaknesses in the customer processes by listening to calls. Recording customer calls also helps in gaining helpful insights, measuring the effectiveness of customer calls, training employees, and improving your sales strategy.

Available on Cisco Phones, Cisco Jabber Desktop and Mobile, Cisco Finesse, and Imagicle Attendant Console, Imagicle Call Recording supports a variety of recording modes for UC platforms to record, archive, search, and retrieve all conversations allowing companies to comply with rules and policies for records retention, data governance and communications surveillance. Therefore, it’s the indispensable tool for answering questions such as: do I have enough storage space? Am I able to record some or all of the incoming and outgoing calls in the next three months?

Not to mention more complex questions, considering scenarios such a customer who has 50 channels for call rec, but is not sure they will be enough and is wondering if she or he will lose data. The risk may be low, of course, but, if the system is underpowered, you may end facing serious losses of company data. Last but not least, the well-known data security regulations. The questions here become even more complicated: can I keep the recordings of this month? And those of three months ago? The client told me his credit card number on the phone; can I keep this recording?

These questions inspired some of the major innovations of Imagicle Spring Release 2020, guiding us through tough work, which resulted in the creation of an accurate reporting system for recorded calls.

My name is Stefano. I am part of the R&D team of the Tuscan headquarters of Imagicle, and today I will guide you through this new reporting system.

Call Recording reports: view, sort, export, analyze.

It all started by trying to understand what data an administrator (but also a supervisor) might need while using Call Recording; what relevant details he might want to extract and analyze amid the enormous amount of data relating to his records. After a first brainstorming, and a second, and many, many more

, we came to the first conclusions. Working in close synergy with the UX experts in order to be able to offer simple and clear tools to our administrator in search of answers, we started to shape an advanced but intuitive, easy-to-use reporting section.

First of all, we have created a report containing the full recording list, allowing the user to make in-depth searches among all the registrations present in the system.

Do you want to check if there are very long recordings? Or if there are heavy recordings? Thanks to the filters we have prepared, it will be a piece of cake. Finding any registration will be a simple and fast operation.

To be able to share them easily, then, a smart data export could not be missing.

And we didn’t stop there.

To complete the work, we have created volume reports through which the administrator can clearly understand which operators have the highest number of recorded calls, or if there are departments that have a much higher number of recordings than others.

Most importantly, we needed a report to answer our administrator’s most tricky question. How much space do recordings take up? Who takes up more space? Which department? Which user? Thus understanding if the space allocated for the system is enough.

As you will notice, we have included in all our reports very clear and clean graphics to find the answer at a glance. But for those who need more details, each chart is accompanied by a more specific table.

Is your system underpowered? The Busy Channel report will tell you.

Let’s get back to our administrator, wondering if he has enough license channels available.

To have all the information necessary to establish a correct sizing of the system, we have created Busy Channel, the report that lets you know how many simultaneous calls your system can record, if you risk losing them and when.

With a simple graph and the possibility to choose the range of data to analyze, it will be possible to immediately understand if the system is well dimensioned or if there are critical issues, so as to intervene promptly and avoid the loss of important data. It will also be possible to understand if there are critical time slots or particular months of the year where the system is suffering due to the increase in calls.

Basically, the report will detect any sizing problem and indicate if the system has failed to record calls and how many they are.

Well, guys!

This first introduction to the new Call Recording reports ends here, but the news coming with Spring 2020 are still many, so stay tuned and remember: the best is yet to come.

Ps. Did you miss the first post on the news included in the Spring Release 2020?
Get back on track! Click here and discover the full-text search engine included in Spring 2020: ready to optimize the contacts search for the Imagicle directories solution and the search fields of all Imagicle apps and gadgets, including Cisco Jabber and Cisco Finesse.