1. Description

Call visualization — call markup.

It consists of the following elements (Fig. 1):

1. Call wave;

2. Tabs.

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Fig. 1. Call visualization

1.1. Call wave

Consists of the following elements:

1. Toolbar (Fig. 2(1));

2. Sound volume panel (Fig. 2(2));

3. Wave (Рис. 2(3));

4. Playback bar (Fig. 2(4));

5. Zoom (Fig. 2(5)).

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Рис. 2. Call wave

1.1.1. Toolbar

Consists of the following elements:

1. File

2. Holds;

3. Notes;

4. Note tool;

5. Download tool.

1.1.1.1. File

It is designed to select a conversation recording file.

1.1.1.2. Holds

Responsible for displaying the period when the call was on hold. The number of times the call was on hold is indicated next to the checkbox.

 - the periods of the hold are not displayed on the wave;

 - the periods of the hold are displayed on the wave (Fig. 3).

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Fig. 3. Holds

A hold is marked with a yellow vertical line at the start of the hold. Hovering over this line displays the call's start time on hold. Hovering over the  icon displays the amount of time spent in hold mode.

1.1.1.3. Notes

Responsible for displaying added notes. The number of notes is displayed next to the checkbox name.

- notes are not displayed on the wave;

 - notes are displayed on the wave (Fig. 4).

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Fig. 4. Notes

Hovering over opens a note (Fig. 5). It also shows who created the note and when. In the case of editing a note, information about who edited it and when is displayed. Only the last edit information is displayed.

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Fig. 5. Edited note

You can add or edit a note using the Note tool.

1.1.1.4. Note tool

Clicking the button opens the fields for creating a note (Fig. 6), namely:

• From - the start time of the time interval for which the note is made;

• To - the end time of the time interval for which the note is made;

• Note - the text of the note enters here. The button changes the size of the Note field;

• Save button - saves the note.

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Fig. 6. Create note

Clicking the Save button creates a note on the entered period. The time interval with the note is colored blue. Click the button again to close the fields without adding a note.

Click on the  icon to edit a note. The editing fields open (Fig.7). Make changes and click the Save button. Click the Delete button to delete a note. 

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Fig. 7. Note editing

1.1.1.5. Download tool

Click the button downloads the conversation recording file.

1.1.2. Sound volume panel

The sound volume panel (Fig. 2(2)) is designed to adjust the volume of audio tracks.

1.1.3. Wave

The audio tracks of the parties in the call are displayed here (Fig. 2(3)). The names of the participants in the conversation are displayed on the left. Below is the scale of the duration of the conversation.

1.1.4. Playback bar 

It consists of buttons indicating at what speed to play the call recording and the playback button (Fig.2(4)). For example, to listen to a recording at a doubled pace, you must click the x2 button and then the play button. To listen at a regular tempo, click the x2button again.

1.1.5. Zoom

There are + and - buttons on the panel for scaling the wave display (Fig.2(5)).

1.2. Tabs

The following tabs are available:

1. Transcription;

2. Evaluation.

1.2.1. Transcription

The display of this element depends on the presence of a file transcription. Consider the following options:

1. There is no transcription of the file (Fig. 1(2));

2. The file is being transcribed (Fig. 8);

3. The file is transcripted (Fig. 9).

1.2.1.1. There is no transcription of the file

The recording file is transcripted into text when you click the Transcribe button.

1.2.1.2. The file is being transcribed

It is displayed after clicking the Transcribe button.

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 Fig. 8. The file is being transcribed

After some time, click the Refresh button to open the file's transcription.

1.2.1.3 The file is transcripted

It is presented as a table and a toolbar (Fig. 9).

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Fig. 9. The file is transcripted

Checkboxes are responsible for displaying spoken phrases of the Channel.

- downloads the transcription file;

- deletes the transcription file.

The table consists of the following columns:

• Time - indicates the time interval in which the phrase was spoken. The count is in milliseconds, where 0 is the beginning of the conversation;

• Channel - indicated by whom the phrase was uttered;

• Text - the phrase that was spoken.

1.2.2. Evaluation

The display of this tab depends on the presence of an evaluation:

1. There is no evaluation (Fig. 10);

2. Evaluation process (Fig. 12);

3. The call is evaluated (Fig. 13).

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Fig. 10. There is no evaluation

You must click the Rate the call button to rate the call. The Select the scorecard modal window opens (Fig. 11).

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Fig. 11. Select the scorecard modal window

When you click on the Scorecard field, a list of Scorecards created in the Audit application opens. The drop-down list shows Scorecards not assigned to any Team and those associated with the Team that the Agent who answered the call is on.

Click the Start button after choosing the Scorecard.

The modal window closes, and the selected Scorecard is displayed on the Evaluation tab (Fig. 12).

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Fig. 12. Displaying the Scorecard

The display of the Scorecard depends on its settings. It consists of the criteria specified in the Scorecard, a field for writing a comment, and buttons for saving or canceling the entered data.

- is a required question.

The evaluation result is displayed after clicking the Save button (Fig. 13).

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Fig. 13. The result of the evaluation

Mandatory  = sum of scores for required questions * 100% / maximum score for the required questions Scorecard.

Optional = sum of scores for optional questions * 100% / maximum score for the optional questions Scorecard.

Rounding to 2 decimal places.

2. Opportunities

2.1. Commentary on the wave