Voice mails

The voice mails menu, accessible through Portal > Historical Reports > Voice mails allows supervisors to view details and playback voice mails.

Overview

The voice mails menu offers suitable filters and search capabilities to find a specific entry, these filters are displayed at the top of the menu item and include:

• Start date & End Date: Allows filtering based on a time range of when the voice mail was left.
• Minimum & Maximum duration: If you're looking for a voice mail of a specific duration, this is the filter for you.
• Channel: Display voice mails left through a specific channel.
• Workflow: Display voice mails left through a specific workflow.
• Search: You may search by a conversation ID, obtained via the conversation reports, or customer phone number, to display the correct voice mail.

The listing itself displays the customer name, channel a voice mail was left through, workflow, date time, duration and actions. Currently available actions are to play the voice mail, or copy a link to share it.

Clicking a voice mail in the listing opens a side panel with its details and, if voice mail transcription is enabled, the transcript of the voice mail.

Voice mail transcription

Voice mails are transcribed in the customer's language, based on the customer language profileLanguage Profile – A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation). used in the workflow. Transcription uses the profile's offline transcription settings, see Language profiles.