Matching your own recordings

When QuantumOps cannot tell which ticket a call belongs to, the recording waits for you. Matching it puts the call's summary and transcript on the right ticket, so the next person who opens the ticket can see what was said. This page covers the four places where you can do it for your own recordings.

Before you start.

• The Call Recording & Transcription module has to be on. An Administrator turns it on in Module Management.
• Your HaloPSA agent needs an Extension number, set in the person's Edit team member dialog (see Inviting people, roles and agent links). QuantumOps finds your recordings by it. Without one, My Call Recordings says Agent Jane Example does not have an extension number configured.
• My Call Recordings opens for Administrator, Service Desk Manager, Dispatcher and Technician. The Ticket Dashboard and the Call Recording Matcher tab run inside HaloPSA.

A recording is yours to match when it has been transcribed, it carries your extension and it is Pending or No Match. Once you match or dismiss it, it leaves your list.

Get a digest of your unmatched recordings

When an Administrator turns on digests in Call recording settings, QuantumOps sends you a Slack direct message when you have unmatched recordings. It is headed with how many recordings need attention, and it lists up to five that come with a suggestion, then up to five that do not. Each recording shows its date and length, the caller's number and its summary.

• A recording with a suggestion shows the ticket an AI check proposes and how confident it is, and has a Review button.
• A recording without one has a Match button.
• When there are more recordings than the message lists, a line says how many more.
• Manage your unmatched recordings: has a My Recordings button.

All three buttons open My Call Recordings. Review and Match open it with that recording already expanded.

If you do not receive a digest, check three things. Digests have to be on. Your agent needs a Slack ID, set in the same Edit team member dialog (Inviting people, roles and agent links). And you only get one while you have at least the minimum number of unmatched recordings the Administrator set.

Match a recording on My Call Recordings

My Call Recordings has no link in the sidebar. Open it from a button in your digest. The address is /my-recordings?agentid= followed by your HaloPSA agent number, which the digest button adds for you. Opened without it, the page shows Error Loading Recordings and says to use a link from your digest.

The page is headed My Call Recordings with the line Match and manage your unlinked recordings, your name and a Refresh button. Unmatched Recordings shows how many you have. When you have none, the page says All Caught Up!

1. Select Expand on a recording. Transcript Preview shows the start of the conversation, and View Full opens the whole transcript.
2. Look at Matched User. When the caller's number belongs to one HaloPSA user, that person and their organisation show with a Phone Match badge. When the number matches no one, or several people, you see Search User instead. Type at least two letters of the person's name and pick them from the list.
3. Choose the ticket under Select Ticket. The list holds the user's open tickets, then up to 50 of the organisation's other open tickets, newest first. Until you have chosen a user it says Search and select a user first. When the person has no open tickets it says No open tickets found for this user or client.
4. If the recording has a matched user, Suggested Matches lists up to three of that user's tickets from the last 30 days, best first, each with a score. Select one to fill in the ticket.
5. Select Match & Post. QuantumOps attaches the recording to the ticket and posts its transcript, then confirms with Recording matched and posted to ticket and the ticket number. The recording leaves your list. The button stays off until you have chosen a user and a ticket.

QuantumOps saves the caller's number on the HaloPSA user when you match by hand, in the first empty phone number field, unless one of the user's numbers already matches it. It never overwrites a number. Later calls from that number then match by themselves.

Fix the wrong user

Select Change User when Matched User is wrong, for example when several people share one phone number. It points this one recording at a different caller: you search for the right person and pick their ticket. Cancel goes back to the phone match.

Change User does not change whose recordings you see. The list always follows your own extension.

Dismiss recordings that need no ticket

Some calls have no ticket: a wrong number, a test call, a call that only needed a conversation. Select Don't Match / Dismiss on the recording. The page confirms with Recording dismissed from your queue, and the recording leaves your list. In Call recordings it shows the Dismissed badge, and anyone who can open that screen can still post it from there.

To dismiss several at once, select the tick button at the left of each recording. A bar shows how many are selected. Dismiss All dismisses them, and the cross beside it clears the selection.

Match from the Ticket Dashboard in HaloPSA

When you open a ticket in HaloPSA, the Ticket Dashboard tab checks your unmatched recordings. It uses the agent named in the tab, or the ticket's assigned agent when the tab names none. If there are any, a red button appears in the dashboard's header. It reads, for example, You have 3 Unlinked Recordings - Click to Match. Use it to attach a call to the ticket you have open.

1. Select the red button. Your Unlinked Call Recordings opens, with each recording's date, length, caller's number, direction, user and organisation.
2. Select Preview on a recording to see its Summary, Audio Playback, Transcript and Sentiment Analysis. Collapse closes it. Audio shows only where the web app can play it: see Call recordings.
3. When several people share a recording's number, the user it was matched with has a people icon beside the name. Select it to open Multiple Users Share This Phone Number, which lists the people who share the number under Select the correct user for this call recording:. A recording marked Shared number - select user has no user chosen yet. Linking from this window always records the ticket's user as the caller, whichever name the card shows. The people icon changes the name on the card only. To record a different caller, match the recording on My Call Recordings instead, where you can search for the person.
4. Tick the recordings that belong to this ticket.
5. Select the green button, which reads for example Link 2 Recordings to Ticket #12345. QuantumOps matches each recording to the ticket and posts its transcript. The window reports how many it linked and posted.

When no recordings are left the window says All recordings have been linked! and closes by itself. The Ticket Dashboard in HaloPSA describes the rest of the dashboard.

Match from the Call Recording Matcher tab

The Call Recording Matcher is a ticket tab in HaloPSA that an Administrator adds. It is not one of the cards in the setup wizard, so the wizard gives no address for it. The tab works on the ticket that is open and lists recordings that are waiting for a ticket.

To add it, follow the steps in Adding QuantumOps tabs to HaloPSA with a different address. Copy the Dashboard URL of the Ticket Dashboard card from the setup wizard, replace TicketDashboard with CallRecordingMatcher and keep the rest. The address then ends /CallRecordingMatcher/<your tenant id>/$FAULTID?agentid=$LOGGEDINAGENTID&agentname=$LOGGEDINAGENTNAME. HaloPSA fills in the $ placeholders when the tab opens.

If the address carries agentid and that agent has an Extension number, the list holds only that agent's recordings. Without them, the list is not narrowed to one agent. The agent's name shows in the header only when the address carries both agentid and agentname.

1. Open the tab. Pending Recordings shows how many are waiting, up to 20, each with the caller's number, the date, the length, the extension, a confidence figure when one is known, and a status.
2. Select Transcript on a recording to read it.
3. Select Attach to Ticket. The button carries your ticket's number. QuantumOps matches the recording to this ticket and posts its transcript, and the tab confirms Recording attached to ticket and the number.
4. Select Dismiss for a recording that does not belong to any ticket.

Refresh reloads the list. When nothing is waiting the tab says No Pending Recordings.

The tab opens only inside HaloPSA. If someone opens its address directly in a browser, QuantumOps shows the access-denied page instead: see Access denied and sign-in errors.

Match from the browser extension

The extension does the same job from its side panel. The recordings card on the Ticket tab lists recordings that fit the open ticket, and the Call tab shows your unmatched recordings when you are not on a call. See Ticket tab and Call tab.

Related

• Call recordings: the full list of recordings, and what an Administrator can do with them.
• Call recording settings: how digests and automatic matching are set up.
• Ticket tab and Call tab: the extension's recordings card and its list of your recordings.
• The Ticket Dashboard in HaloPSA: the dashboard that carries the red button.