Reviewing Voice Calls in Omni-Channel
A record is created for each interaction in Omni-Channel. In the record header you see the time the call started, the duration, and the call type.
If the interaction is not associated with a customer, but should be, you can click Edit in the header and then search for or add an account under Related Record. This record and any future record with the same phone number will be added to the related account history.
The Related tab lets you review recordings, interactions, and agents that are affiliated to the current call.
Voice Recordings
On the Related tab of the interaction, the Voice Recordings table shows you each recording related to the interaction. Click the recording you want to review. The Details tab displays showing the Recording URL and other information such as the CxEngage Interaction ID and Artifact ID. Click the URL to open the audio player and listen to the recording.
CxEngage Interactions
On the Related tab of the interaction, the Interactions table shows you each related interaction, the Interaction ID, Contact Point, Channel, and the Flow Name of the flow that was used.
CxEngage Interaction Agents
On the Related tab of the interaction, the Interaction Agents table shows you the names of all agents that were involved with the interaction.
Changing the Language in Omni-Channel
You can change the language that displays in Omni-Channel.
Note: Not all labels display in the language you choose.
To localize Omni-Channel do the following:
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Click the profile icon.
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Click Settings.
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Select Language & Time Zone from the menu on the left.
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Click the Language arrow and select the language you want to use from the drop-down list.
