1. Account Type: U.S.
2. Business: Small business selling products, delivery and repair services to local cusotmers a their homes and businesses.
3. User-level and Team-Leader Level Call Recording/Call Log listening and review
4. Typical use scenario: Feature Request - Allow administrator to give permission for users and team leaders to listen to their phone calls (both auto- and demand-recorded calls). Sometimes a user may wish to self-evaluate how to better handle a call, or review a call to make sure it was fully handled, or to review information from the call to make sure it was correct, Or to review the call to check whether a client's claims about the past conversation are accurate. It would be nice to not have to bother an IT guy or manager/owner in order to do these tasks. I would prefer to be able to restrict the user's ability to edit or delete call recordings or information. I would also prefer to be able to restrict the user's ability to turn on/off auto-record - this should only be a manager's decision. It would also be nice to allow, say a team leader or supervisor to be able to listen to recordings of all on his/her team while preventing the team leader from being able to edit core settings and setup on the system.
5. Benefits: More agile and decentralized customer service. Time-saving for management. Improve accuracy, response times, and therefore customer satisfaction.
6. We have 7 Users and I think 4 Digital lines
2. Business: Small business selling products, delivery and repair services to local cusotmers a their homes and businesses.
3. User-level and Team-Leader Level Call Recording/Call Log listening and review
4. Typical use scenario: Feature Request - Allow administrator to give permission for users and team leaders to listen to their phone calls (both auto- and demand-recorded calls). Sometimes a user may wish to self-evaluate how to better handle a call, or review a call to make sure it was fully handled, or to review information from the call to make sure it was correct, Or to review the call to check whether a client's claims about the past conversation are accurate. It would be nice to not have to bother an IT guy or manager/owner in order to do these tasks. I would prefer to be able to restrict the user's ability to edit or delete call recordings or information. I would also prefer to be able to restrict the user's ability to turn on/off auto-record - this should only be a manager's decision. It would also be nice to allow, say a team leader or supervisor to be able to listen to recordings of all on his/her team while preventing the team leader from being able to edit core settings and setup on the system.
5. Benefits: More agile and decentralized customer service. Time-saving for management. Improve accuracy, response times, and therefore customer satisfaction.
6. We have 7 Users and I think 4 Digital lines
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80 Points
Posted 10 months ago
Saadet - Community Support, Official Rep
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56,004 Points
