When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in Interaction Content within the Vonage Contact Center admin portal. For information about Interaction Content, see Interaction Content.
If enabled for your account, Quality Management will enrich the call recording player experience, including additional features such as adding comments.
For information about Quality Management, see Quality Management.
If the Quality Management feature is not enabled for your account, you can use the standard call recording player. For information about configuring call recordings, see Configuring call recordings in task records.
To use Quality Management, you must embed the Quality Management page into Salesforce tasks.
How do I configure Quality Management in Salesforce Classic?
If you are using Salesforce Classic, you must embed the Quality Management page into Salesforce tasks.
To embed the Quality Management page in task records, perform the following steps:
- Go to your Task object's Page Layouts within Setup in Salesforce.
- Locate the page layout that you want to add the callback action to and click Edit alongside. The page layout appears in edit mode.
- Add a new section and name it Quality Management. For information about adding new Sections to page layouts, see Salesforce help.
In the top section, click Visualforce Pages. The available pages appear.
Drag the Quality Management page down to the new Quality Management section.
Click the spanner icon in the upper-right corner of the quality manager page and set the width to 100%, the height to 600px and enable show scrollbars. Click OK.
- Click Save. The task page layout is saved. When you open a task record with a call recording, the Quality Management page appears.
How do I configure Quality Management in Salesforce Lightning Experience?
If you are using Salesforce Lightning Experience, you must embed the Quality Management page into Salesforce tasks.
To embed the Quality Management page in task records, perform the following steps:
- Open a task record in Salesforce. Click the cog icon at the top right and click Edit Page. The task record's page layout appears.
- If you have previously added Quality Management in Salesforce Classic, delete the Quality Management section.
- In the left-hand panel, click VisualForce. A new VisualForce page appears on your page layout.
- In the Visualforce Page Name list in the right-hand panel, click Quality Management. Your newly added Visualforce page is changed to the Quality Management Visualforce page.
- In the Height (in pixels) field, type 620.
- Click Save. The task page layout is saved. When you open a task record with a call recording, the Quality Management page appears.
You must be logged in to the VCC Admin Portal for the Call Recording Player, Call Recording Annotation or Conversation Analyzer page to be displayed. You must have permission to view call recordings inside ContactWorld. If you do not have permissios, an error indicating that the recording was not found appears. You must have the ContactWorld Agent or ContactWorld Supervisor permission sets to view this page. If you do not have the required permission set, a Salesforce permissions error appears. For information about Salesforce permissions, see ContactWorld Agent permissions and ContactWorld Supervisor permissions.