We are thrilled to announce the introduction of support for multi-call recordings for IVR calls!
👀 What’s New?
Connectly users can now effortlessly access multiple call recordings for IVR calls via the call reporting tab. It was previously not possible to access IVR call recordings, but from now on, users can comfortably switch and inspect different call recordings for a given IVR call by selecting from the recording dropdown.
👷 How It Works:
1. Open the Reporting tab.
2. Switch to Call Reporting.
3. Scroll down to the call table.
4. For an IVR call, you will see a dropdown next to the recording name.
5. You can switch between different recordings.
🌟 Why It Matters:
This feature boosts transparency and enables a more detailed analysis of customer interactions. By offering access to multiple call recordings, users can gain a better understanding of the customer journey and enhance service quality. This proves to be particularly beneficial for quality assurance, training, and more effective resolution of disputes.
📌 Important Notes:
1. The name of the recording will be the same as the action name in the workflows for the “Connect Call Action.”
2. Previous call recordings for IVR calls will not be accessible. However, all new IVR call recordings going forward will be available.