Once "Voice" icon is clicked, there are various sub-fields that can be selected such as active calls, call records and transferred calls.

When you click "Active Calls", active call conversations are displayed. Caller, agent, status, total talk and hold duration are some of them that are visible in this regard. If there are multiple active calls and you want to have a more refined result, you can benefit from the filters located at the top of the page.

After pressing the hamburger menu icon, if desired, the active call can be listened and hang up as well. To be able to listen, firstly it needs to be activated from the user settings.

Once "Call Records" is clicked from the sidebar menu, as the title indicates, call records are displayed. Numerous details with regards to calls can be observed such as call type, number calling and called, talk duration, date and tags.

To tailor the records, please avail the filters located at the top of the page, afterwards you will have more refined results.

When hamburger menu icon located at the beginning of every call record is clicked, there are various options showing up.

One of which is "Call Details" in this regard. As the name denotes, more details with regards to the respective call are displayed. Active call key, called number, queue, call type, agent, talk duration, voicemail duration (if applicable), date that a certain call takes place and dialplan name are some of them highlighted within this context.

As the title already implies, flow of the call can be observed from root to the last step once "Call Flow" is clicked.

If there is any custom variable with regards to the respective call, it will be visible after "Custom Variable" is clicked. However, if there is not any in this regard, it is blank page that you will be seeing as it is the case in the following image.

If applicable and call is transferred, after clicking "Transfer History", the details are displayed in this regard.

Again, if applicable and it is a call from a campaign, details within this context are shown.

Call record history and customer path can be displayed after clicking the respective fields in this regard. If there is not any, it is blank page that will be displayed.

Call Records can be both downloaded and listened by clicking the respective fields. As for listening to records, speed of it can be adjusted after pressing “Playback Speed” located at the bottom of the pop-up. It can be both fast forwarded and rewinded if desired.

Once you click "Tags", not only added tags are displayed, but also new tags can be added to the respective call record. After pressing "Save" button, changes made will be finalized and an alert confirming it will show up.

Calls can be evaluated by clicking "Evaluate". After pressing, please select the form and fill out the fields. Besides, note can be added to make it even clearer. Once Save button is pressed, it will be finalized.

Similarly, evaluation details can be observed after clicking "Evaluation Results". The respective evaluation can be revoked by clicking "Cancel". By ticking hidden for agent checkbox, it can be hidden from agent so ıt will not be displayed by the agent involving in chat conversation. Similarly, it can be defined as unobjectionable by ticking the respective checkbox.

Calls having been transferred can be displayed after pressing "Transferred Calls" from the sidebar menu.

Results can be refined by benefiting from the filters located at the top of the page . After pressing the hamburger menu icon located at the beginning of every transferred call, there are three options that will be visible, namely, "Call Details", "Play Recording" and "Download".

What will show up once "Call details" is clicked, it is same that is scrutinized in depth above. Therofore, for the sake of avoiding reduncany, it will not be elaborated once more, but it will be exemplified with pictures representing it.

Once "Play Recording" is pressed, the respective call can be listened and as the name indicates, it will be downloaded after pressing “Download”.

Voicemail & Callback Request Calls show up after pressing the field named “Voicemail & Callback Request Calls” from the sidebar menu.

More tailored results can be retrieved with the help of filters located at the top of the page.

After pressing the hamburger menu icon located at the beginning of every call falling under this particular page, details of the call are displayed. It can be listened and downloaded as well.

If it is a call instead of callback request, the fields related to callback will be disabled, thereby not being clicked.

After clicking "Abandoned Calls from Queues" from the sidebar menu, it is the abandoned call records that will be displayed.

As it is stressed above, the results can be narrowed down by availing filters, thereby enabling you to have more refined results.

As it is the case for the aforementioned ones, details of the respective call can be observed.

When "Satisfaction Survey" is pressed from the sidebar menu, submitted surveys and its details can be observed. Agent, queue, call date, number both calling and called, talk duration, score, answers given, and its status whether it is completed thoroughly or answered partially are the details highlighted in this regard.

After clicking "Call Quality Evaluation Objection" from the sidebar menu, the details in this regard are displayed. Number calling and called, date that call takes place, evaluation score and objection-oriented information are some of the details that can be observed in this regard.

Moreover, it can be filtered and more defined results can be retrieved.

After clicking the hamburger menu next to every record, there are three options showing up, "Objection Details", "Evaluate Objection" and "Cancel Objection" respectively.

Once "Objection Details" is clicked, the details are displayed in this regard. Besides, objection made can be revoked by pressing "Cancel Objection" icon.

Similarly, if it has not been evaluated yet, it can be evaluated by clicking "Evaluate Objection" from "Objection Details" as well and it can be seen in the following image.

The same action can be made via the hamburger menu icon next to the record. Evaluation can be revoked and it can be evaluated as well by clicking the respective fields as the names indicate.