Page Details: Call List Settings

The Call List allows you to search for and work with recorded interactions in inContact WFO. You can customize the appearance of the Call List to meet individual needs.

This topic explains the customization settings for the Call List.

For more information, see Recording Playback Overview.

Call List Settings

Default Columns

Voice Port
Displays the identifier for the physical device involved in the recording.
Duration
Displays the length of the recording in an hours:minutes:seconds format.
First Name
Displays the first name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the first name of the agent who originated the interaction.
Record ID
Displays the internal identifier generated by inContact WFO for the specific recording.
Last Name
Displays the last name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the last name of the agent who originated the interaction.
Flagged
Displays a flag icon if a user has flagged the recording.
Bookmarked
Displays a bookmark icon if a user has added bookmarks to the recording.
Evaluations Completed
Displays the number of inContact Quality Management evaluations that have been completed and saved for this recording
QA Score
Displays the average overall score for all inContact Quality Management evaluations that have been completed and saved for this recording.
Time Recorded
Displays the date and time the interaction was recorded. By default, inContact WFO displays time based on the time zone in which the recording server resides, but provides the option to allow times to be shown based on each user's time zone. The system administrator can tell you how the system is configured.
Video
Displays a video icon if screen activity was recorded for this interaction. inContact Screen Recording is an optional component. Even if the organization uses screen recording, the system may not record screens for every call.

Other Columns

CallerID (ANI)
Displays the phone number or extension of the calling party if the information was available to inContact WFO at the time of recording.
Call Direction
Displays an I for inbound calls or an O for outbound calls.
Call ID
Displays the unique PBX/ACD identifier for the call if the information was available at time of recording.
Channel
Displays the internal identifier generated by inContact WFO for the channel on which the interaction was recorded.
Agent ID
Displays the PBX/ACD identifier associated with the agent who made or received the call if the information was available at the time of recording.
Dialed Number
For outbound calls, displays the phone number or extension that the agent called. For inbound calls, displays the number that the caller dialed to reach the agent. Values in this field are dependent on the information being available at the time of recording.
Total Hold Time
The total amount of time a call was in a "hold" status, according to your PBX/ACD. Availability of this feature and how it is calculated varies depending on the recording integration. Hold time is treated the same way as silence in playback.
Filename
Displays the full UNC path, including file name, for the recording.
ACD Gate
Displays the PBX/ACD gate associated with the recording. Some PBX/ACD systems use alternative terms like split, application, or something similar.
Global ID
Displays an internal identifier generated by inContact WFO to link associated audio and screen recordings.
ACD Group
Displays the PBX/ACD group associated with the recording. Applies to inbound calls only. Some PBX/ACD systems use alternative terms like hunt group, labor group, skill, or something similar.
Wrap Duration
Displays the number of seconds between the time the audio portion of the call ended and the time the agent finished working with PC applications related to the call. Applies only to interactions with screen capture.
Survey Score
Displays the overall score for a call if the customer completed a survey after the call ended. Applies only if the organization uses inContact Survey.

User Columns

These are additional data fields that inContact WFO provides. They can be used differently by each organization. For example:

  • Data received from third party IVR, CRM, or ACD platforms can be inserted into these fields.
  • Agents can type information via On-Demand.
  • If the organization uses inContact Speech Analytics, classification rules can be used to add speech tags to these fields.

Other applications may be available. The inContact WFO administrator can tell you which of these fields (if any) are used by the organization.

Web Player Settings

Play Video Automatically
When you play a recording with an associated screen recording, inContact WFO allows you to choose whether to play the video. If you want to play associated screen recordings by default, select this setting.
Always Play Calls in New Window
When you play a recording, inContact WFO allows you to choose whether to open a new browser window for playback. If you want to play recordings in a new window by default, select this setting.
Perform Evaluation in New Window
When you evaluate an agent from the Call List, inContact WFO allows you to choose whether to open a new browser window for the evaluation form. If you want to open a new window for the evaluation by default, select this setting.
Auto Play Call Segments
Applies only if the recording integration and system configuration support call segments. When you play a recording with multiple segments, you must manually select play for each segment. If you want inContact WFO to automatically play the next segment when the end of the previous segment is reached, select this setting.

Related Tasks