Call recordings

Most of what happens on a support call never reaches the ticket. The Call Recordings feature closes that gap. QuantumOps collects the calls your phone system records, turns them into text, writes a summary, scores the tone of the conversation and matches each call to a HaloPSA ticket. The Call Recordings screen shows every recording and how far it has got, and lets you listen, read, match and post.

Before you start.

• The Call Recording & Transcription module is off until an Administrator turns it on in Module Management. The Call Recordings link appears in the sidebar only when the module is on, and only for people with the Administrator, Service Desk Manager, Dispatcher or Customer Success role. Its badge reads Configure until the settings are saved and valid, then Active. Call recording settings covers the setup.
• The screen opens for Administrator, Service Desk Manager, Dispatcher and Customer Success. Only an Administrator can change the Settings tab; the other roles see it read-only.
• Agents need an Extension number, set in the person's Edit team member dialog (see Inviting people, roles and agent links), so a recording can be tied to the agent who took the call.

How a recording reaches a ticket

1. Collected. QuantumOps fetches the recording from your phone system or your storage container.
2. Transcribed. The speech-to-text engine you chose writes the transcript, and, with the options on, a summary and a sentiment score. A call shorter than three seconds, or a file QuantumOps cannot fetch, fails. A call with no speech finishes with an empty transcript.
3. Matched. QuantumOps looks for the ticket the call belongs to: first a dispatcher's link from Call Taking (see Taking a call) when dispatcher correlation is on, then the caller's phone number, the agent's extension and when the ticket was opened. It matches on its own only when one ticket clearly stands out. Otherwise the recording waits as Pending or No Match. An AI check runs later (see Batch Match & Post). Older calls wait for a person.
4. Posted. QuantumOps writes the call to the ticket as a call log entry and a private transcript note.

QuantumOps posts without a person only in the cases listed under When a call posts without a person. Everything else waits for a person. That person is you, on this screen, or the agent, in Matching your own recordings.

Find a recording

The counters at the top are Total Recordings, Processed, Pending Match and Unprocessed. The tabs choose which recordings the list shows:

A number on Ready to Post, Pending Match, Failed or Posted is how many recordings that tab holds.

To narrow the list further, type in the search box (it searches the file name, the caller's number, the extension and the caller's name), pick an agent from All Agents, or pick a state from All Status. In All Status, Pending means not yet transcribed, which is not the same as the Pending Match tab, and Matched means a ticket is attached.

The list shows 50 recordings at a time, newest first. When there are more, a line under the list says so: narrow the filters to reach the rest. Dates and times use your organisation's time zone.

Refresh reloads the list. Scan Storage looks in your storage container for new files now and transcribes recordings that are waiting. With the Yeastar PBX API, new calls arrive on the poll schedule you set, and Scan Storage transcribes what is already waiting.

Read a recording's card

Each card shows the caller's number, the extension, the direction (Inbound or Outbound), the date and the length, the agent, the caller's name when it is known, the file name and a ticket badge such as #12345 when a ticket is attached. Two coloured badges show where the recording stands.

The match badge:

The processing badge:

Read or play a recording

The icon buttons at the right of a card show their name when you hover over them:

The Call Transcript window shows the date and length, then Audio Playback when audio is available, AI Summary, Sentiment Analysis and Full Transcript. Sentiment is the overall tone with the share of positive, neutral and negative speech. When the engine separated the speakers, the transcript runs speaker by speaker with times. Otherwise it is plain text.

The Audio Playback window starts the call playing and lists the caller, the extension, the direction, the agent and the customer, with the Call Summary. View Full Transcript switches to the transcript, and Close closes the window.

The web app plays audio for recordings collected from Azure Blob Storage. For a recording collected through the Yeastar PBX API the window says Audio file not available, and the transcript, summary and sentiment are shown as usual. The browser extension's recordings card plays calls too: see Ticket tab. Audio plays through a link that stops working after about 30 minutes, so reopen the window if playback fails after a long wait.

Post a recording to a ticket

Use this for a recording that waited for a person: Matched in Ready to Post, or Pending and No Match in Pending Match.

1. Find the recording.
2. Select Post to Ticket on its card. The window asks you to Enter Ticket ID to Post To:. It is filled in when the recording already has a ticket.
3. Enter the ticket number and select Post to Ticket.

The window closes when HaloPSA accepts the call, and the card shows Posted and the ticket number. If HaloPSA refuses it, the window shows the reason and the recording stays unposted, so you can try again. A call log entry that was already created is not created a second time.

What happens to the ticket: QuantumOps adds a call log entry and a private transcript note, attributed to the agent whose extension the call came from, or to Technician when there is no agent. A recording is never posted twice to the same ticket. If you post it to a different ticket, it is written there as new, and the earlier note stays on the first ticket. What posting writes to HaloPSA has the details, and What QuantumOps writes into HaloPSA lists it with everything else QuantumOps writes.

Check how QuantumOps would match a recording

Test Match runs the same matching QuantumOps ran after transcription, and Match Results shows what it found: the status, the ticket, the user and the confidence, with a message. If it found a ticket you can select Post to Ticket from that window.

Test Match is not a dry run. It saves the outcome and replaces the recording's current match status, so use it on recordings that have not been posted. It needs Auto Match to Tickets to be ticked. When that setting is off, the window says auto-matching is disabled.

Post all ready recordings at once

1. Open the Ready to Post tab.
2. Select Post All. The number in brackets is how many recordings are waiting.

The button shows progress while it works, for example Posting (3/20).... Each recording posts the way it does one at a time, and any that HaloPSA refuses stay in Ready to Post. Post All appears only on that tab, and only when something is waiting.

Release recordings the engine refused

When the speech-to-text engine refuses work for an account reason, such as a negative balance or a revoked key, QuantumOps parks the recording instead of trying again every pass. The card shows Provider Account.

1. Fix the account, or ask an Administrator to replace the key in Call recording settings.
2. Open the Failed tab.
3. Select Retry Parked. It appears only when at least one recording is parked, and it shows how many.

QuantumOps transcribes the released recordings again. If the account still refuses them, they are parked again. For a recording that failed for another reason, such as one whose file could not be fetched, use Retry Processing on its card.

When the screen says something unexpected

Related

• Call recording settings: the source of your recordings, the speech-to-text engine, matching and posting, and digests.
• Matching your own recordings: how an agent clears the recordings that could not be matched.
• Connecting your phone system: how the phone system and QuantumOps connect.
• Ticket tab: the extension's recordings card.
• What QuantumOps writes into HaloPSA: the call log entry and the transcript note on the ticket.