This guide explains how to use the History icon to access the Unprocessed list and (re)categorize voice & video calls as a Lead, Customer or Other.
Access the Unprocessed List
History - Click to access the Unprocessed list. The number badge above the icon indicates how many unprocessed calls need your attention. Note: This number includes both voice and video calls if video calls are activated on your account and enabled at the locations you are assigned.
Unprocessed list
Select Item - Click the communication to open up its details and begin the processing sequence. Note: The steps for processing a video call are the same as for a voice call. For more information on how to watch a video call recording so it can be processed, skip to Controlling Your Video Playback Options.
Once you select a call, more details are presented. The following example is for a recognized number.
In the middle of the screen, you can classify the conversation as Lead, Customer, or Other. This will remove the item from the list and decrease the number badge above the History icon by 1. Below, you can click the Play arrow to listen to the conversation. Note: If this were a video call, you’d see options to play the recording as well as expand the video and download it to your computer.
On the right side of the screen, you can review the Lead or Customer information before listening to the call. Click Find to open a search panel to disposition the call to a different existing Lead or Customer, or perhaps a different Lead for the same phone number.
Unrecognized numbers present similar information to recognized numbers, but the right panel information is different. Enter any identifying information heard in the call and click Search. In your search results, click on the correct record.
After selecting the correct result, this Merge popup will appear. Click Confirm to merge this call with the correct, existing Lead or Customer record. This will remove the item from the list and decrease the number badge above the History icon by 1.
If there are no matching results in the Find Lead or Customer area, the caller is a new Lead. Click to categorize the call as such and you will then be brought to a new Lead card. This will remove the item from the list and decrease the number badge above the History icon by 1.
Select Other if the call is not storage-related, such as a telemarketer, wrong number, or vendor. Depending on your management settings, you may need to select the type of Other caller. This will remove the item from the list and decrease the number badge above the History icon by 1.
Video Calls (subject to limited availability)
Controlling Your Video Call Playback Options
Note: The steps in processing video calls are the same as voice calls. These steps explain how to control the video call playback. It also may take some time for calls to appear in your list.
Click the Play icon in the lower-left corner to watch the video call. The screen will be split in half with the inbound caller on the left and the Agent on the right. As the video call is playing, the timer will progress until it reaches the end of the call.
In the lower-right corner of the video window, the icons presented are (left to right):
Volume - Click to open your volume controls. You will also be able to mute the volume.
Maximize the Screen - The video will play underneath your disposition options. Click this square to increase the video call size to your entire monitor.
Additional Options - Click this to open additional options. See below for more information.
Additional options include:
Download the Video - Click to save an MP4 file of the video call to your computer. This will allow you to send the video call file to various stakeholders to watch.
Playback Speed - This provides you with options on either how fast or slow you want the video to play. If the speaker(s) are difficult to understand, it may be easier when the playback speed is reduced to less than 1.
Picture in Picture - Click this to open the video call in a separate screen that will appear in the bottom right corner of the screen. This allows you to watch the video call while interacting with Storable CRM and possibly leaving History all together.