The Voice menu of the Supervisor module lets you monitor active calls and review call records. Click Voice in the sidebar menu to access its sub-pages: Active Calls, Call Records, Advanced Call Records, Transferred Calls, Voicemail & Callback Request Calls, Abandoned Calls from Queues, Satisfaction Survey and Call Quality Evaluation Objection.

The Active Calls page displays the calls that are currently in progress, with details such as the caller, the agent, the status, and the total talk and hold durations. If there are many active calls, use the filters located at the top of the page to refine the results.

Click the action menu icon next to an active call to listen to the call or to hang it up.

The Call Records page (Voice > Call Records in the sidebar menu) lists the call records. Numerous details about each call are displayed, such as the call type, the calling and called numbers, the talk duration, the date and the tags.

Use the filter area at the top of the page to narrow down the records; to see all available filters at once, click the Filter button. Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.

To open the details of a call, click the number in the Caller column, or click the three-dot (action) menu next to the record and select Call Details. The same menu gives you access to the other actions for the record, such as evaluating the call, listening to the call recording and tagging the call.

You can also listen to a call recording by clicking the button in the recording column of the table.

To open the evaluation results of a call, click the score in the evaluation score column.

The Advanced Call Records page offers advanced filter options in addition to those of the Call Records page, allowing you to perform many specific searches and filtering operations.

The Call Details view shows more information about the selected call, such as the active call key, the called number, the queue, the call type, the agent, the talk duration, the voicemail duration (if applicable), the date of the call and the dialplan name. The following tabs are available:

If the call belongs to a campaign, the campaign details of the call are shown as well.

The call record history and the customer path can be displayed by clicking the respective fields. If there is nothing to show, the field is blank.

Call recordings can be listened to and downloaded by clicking the respective options in the action menu of a record. While listening, you can adjust the speed by clicking Playback Speed at the bottom of the pop-up, and you can fast-forward and rewind the recording.

Click Tags in the action menu of a record to see the tags already added and to add new tags to the call record. Click Save to finalize the changes; an alert confirming the change is displayed.

To evaluate a call, click Evaluate in the action menu of the record, select the evaluation form and fill in its fields. You can also add a note to make the evaluation clearer. Click Save to finalize the evaluation.

Click Evaluation Results to see the details of an evaluation. From here you can revoke the evaluation by clicking Cancel. Select the Hidden for agent checkbox to hide the evaluation from the agent who handled the call, and select the unobjectionable checkbox to mark the evaluation as not open to objection.

The Transferred Calls page (Voice > Transferred Calls in the sidebar menu) lists the calls that have been transferred. Use the filter area at the top of the page to refine the results, and Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.

Click the three-dot (action) menu next to a transferred call to access three options: Call Details, Play Recording and Download. Call Details opens the same view described in the Call Details section of this article, Play Recording lets you listen to the call, and Download downloads the call recording.

The Voicemail & Callback Request Calls page (Voice > Voicemail & Callback Request Calls in the sidebar menu) lists the voicemail calls and callback requests.

Use the filter area at the top of the page to narrow down the records; to see all available filters at once, click the Filter button. Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.

All actions for a record are gathered in the action menu at the end of each row. From there you can display the details of the call, listen to it and download it.

The Abandoned Calls from Queues page (Voice > Abandoned Calls from Queues in the sidebar menu) lists the records of calls that were abandoned in queues.

Use the filter area at the top of the page to narrow down the records; to see all available filters at once, click the Filter button. Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.

All actions for a record are gathered in the action menu at the end of each row, from which you can display the details of the call.

The Satisfaction Survey page (Voice > Satisfaction Survey in the sidebar menu) shows the submitted surveys and their details: the agent, the queue, the call date, the calling and called numbers, the talk duration, the score, the answers given, and whether the survey was completed thoroughly or answered partially.

Use the filter area at the top of the page to refine the results.

Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table. To download the data on the page to your device as a CSV file, click the Export button at the top right.

The Call Quality Evaluation Objection page (Voice > Call Quality Evaluation Objection in the sidebar menu) lists the objections raised against call quality evaluations. Details such as the calling and called numbers, the date of the call, the evaluation score and objection-related information are displayed.

Use the filter area at the top of the page to narrow down the records; to see all available filters at once, click the Filter button. Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.

All actions for an objection are gathered in the action menu at the end of each row: Objection Details, Evaluate Objection and Cancel Objection.

Objection Details displays the details of the objection. Cancel Objection revokes the objection. If the objection has not been evaluated yet, you can evaluate it by clicking Evaluate Objection, either from the action menu or from the Objection Details view.