Mark a call as “Reviewed” to track which calls have been evaluated, filter and report by review status, and coordinate quality management across your team.This feature is available to Invoca for Contact Center customers. Reach out to your account team or support@invoca.com if you’d like to add it. Marking a call as “Reviewed” lets you track which calls have been evaluated, filter and report by review status, and coordinate quality management across your team.
Before you begin
Any Contact Center user can mark a call as reviewed. Filtered Reporting users may be limited to specific locations or agents based on their filtered permissions; Managers have broader access across all locations and agents.Marking a call as reviewed
From the Call Review Console:- Log in to your Invoca account and select Call Review from the sidebar menu.
- Select the call you want to mark as reviewed.
- In the Call Detail window, find the Review Status section in the left-hand column and select Reviewed. Invoca captures and displays the reviewing user’s information, date, and time.
- To view a call’s review history, click Call Info in the upper-right corner.
- Go to the individual Call Details page for the call.
- Find the Signals tile and locate the “Reviewed” signal.
- Update its value to True to mark the call as reviewed.
Filtering by review status
In the Call Review Console, use the Filters column:- Reviewed: Calls reviewed by any user.
- Not Yet Reviewed: Calls not yet reviewed by any user.
- Reviewed by User: Calls reviewed by specific users, including yourself. This filter lists everyone in the network who has reviewed a call within the selected date range.
Reporting on reviewed calls
- Calls Report: View “Reviewed” status and “Reviewed By” details alongside your other call data.
- Custom Summary Report: View aggregated “Reviewed” metrics by location, profile, and more.
- Transactions Report: View “Reviewed” status and “Reviewed By” details specific to each action in the call.