Recent Calls Settings options

This three-dot menu provides additional actions for Recent Calls. It allows the user to add information, review the call's text content, or move the call out of the active call list.

1. Edit Notes

Edit Notes allows users to add, update, or modify notes associated with a specific call.

You can use notes to record important information such as:

• Reason for the call
• Customer requirements
• Key points discussed
• Follow-up actions
• Customer feedback
• Sales or support information
• Any other relevant details

Example:
After speaking with a customer, an agent could add:

"Customer requested a follow-up call next week regarding the pricing."

These notes help other team members understand what happened during the call without having to listen to the entire conversation.

2. Transcription

Transcription converts the recorded conversation into written text.

Instead of listening to the entire call recording, users can review the conversation in text form.

It can be useful for:

• Quickly reviewing conversations
• Finding important information
• Understanding customer requirements
• Reviewing agent-customer interactions
• Quality monitoring
• Training and performance evaluation
• Keeping a written record of the conversation

Example:
If an agent and customer have a 10-minute conversation, the transcription can provide the spoken conversation in text, making it easier to review specific details.

Note: The availability and accuracy of transcription depend on whether the call was recorded and whether transcription is enabled for the account/call.

3. Archive

Archive allows users to move a call record out of the main active/recent call list while retaining it for future reference.

This is useful when a call has already been reviewed or is no longer needed in the primary call list.

You might archive calls when:

• The call has been completed and reviewed
• The call is no longer part of your active workflow
• You want to keep the Recent Calls list organised
• You want to retain historical call information
• You want to separate older records from current activity