The Media Player allows you to closely review specific calls. Within the Media Player, you have the ability to listen to call audio, read/search call transcripts, view scorecards, and much more.
In this article, you'll learn about:
Getting Started with the Media Player
Accessing the Media Player
To access the Media Player for a specific call, select to 'view' that call.
Call metadata
Call metadata such as call ID, Case ID, and call direction will be displayed at the top of the media player.
The unique call ID included here will be consistent with your internal system.
Daisee may also receive various other custom call data from your phone systems. To view a full list of this data, click on the ••• icon to view a full list of this custom data.
Case History
There will often be multiple calls linked to a particular case. The media player will display all other calls from the same case. The call's Case ID will also be displayed with the other call metadata.
Call Review
A call's review status ('unreviewed', 'reviewed' or 'required action') will be displayed in the top-right corner. Clicking on this label will allow you to bring up the Call Review pop-up screen. Here you can view the call's review history, leave comments, and initiate call appeals.
Call Labels
Users have the ability to add call labels to a call (to help categorise and assign variables to calls for future review and grouping)
Clicking on the label icon will enable you add an existing label to this call. To create a new label for a call, click Manage Call Labels, which will allow you create/edit your call labels.
Download
Users have the ability to download the audio, scorecard or transcripts for a call.
Audio Playback
Listen to your call audio from within the Media Player.
Control Playback
Play/pause, fast-forward, and rewind your audio.
Adjust Playback speed
Increase or decrease playback speed to listen at your preferred pace.
Overlays
Display a visual representation of the overtalk, silence and customer sentiment occurring within your calls. These overlays can each be enabled/disabled.
Scorecard View
Daisee will score every call against your Scorecard to derive a QA score. The Scorecard allows you to clearly identify specific parts of a call where the conversation either passed or failed against the scoring criteria.
QA scoring criteria
These are the questions that daisee will score your calls against. This criteria can be tailored to fit your needs and expectations for your calls.
Question Result
Clearly see which scorecard questions your call passed or failed. A green circle indicates a positive response for the criteria, whereas a red circle indicates a negative response.
Scoring explanation
The 'Explanation' section further clarifies the reasons why a call either passed or failed a specific question.
Viewing Scorecard Evidence
Users have the option to view instances of evidence for the scorecard questions. For example, for a scorecard question requiring agents to greet the customer, view exactly where in the call the customer was greeted.
Transcript View
Users have the option to display the Transcript View in the Media Player. This allows you to view the call transcript as the call audio plays.
By default, the transcript will automatically scroll to match the audio that is playing. To freely scroll the transcript ahead/behind the audio, you can click the padlock icon.
View current location in audio
Highlighted words will indicated the section of the transcript that is currently being played in the audio
Jump through your call audio
To jump to a specific place in your call audio, simply click on a word in the transcript, and you will be taken to the accompanying audio for the part of the transcript.
Search Transcript
Users have the ability to search for words/phrases within the call transcript. Clicking a search result will take you to the part of the transcript containing that word/phrase.
