Review Call Audit Details

The Call Audit Details page provides detailed information about a selected call.

Follow these steps:

1. Open the Audit section.

2. Select the required Audit ID to open the Call Audit Details page.

3. Review the Call Information section, which includes:

   • Agent
   • Customer
   • Date & Time
   • Duration
   • Dead Air
   • LOB
   • Category
   • Sub-Category
   • Call Classification

4. Review the Call Results section, which includes:

   • Customer Satisfaction
   • Sentiment
   • Audit Score

5. Use the available features to review additional details:

   • Call Summary: View a brief summary of the conversation.
   • Audio Player: Listen to the recorded call.
   • Evaluations: Review audit questions, remarks, and scores.
   • Coaching Notes: Review agent feedback and coaching information.
   • Transcript: Read the text version of the conversation.