Each incoming and outgoing call in CrazyCall is recorded and saved for a period of time which depends on the plan you choose. Both live listening and call recordings allow you to monitor conversations with leads and clients, quickly resolve issues and check how your agents are performing.
You can easily listen to conversations either from the daily summary dashboard or from each of your projects’ dashboards separately.
At the bottom of the dashboard you can see the current status of all your logged in agents: how many of them are handling calls and how many are taking a break at the moment. You can also check duration of each ongoing call.
If you click on the ‘Play' button next to the agent's name you can listen to the conversation while it’s happening in real time.
When your agent ends the call, you can continue listening to his or her further conversations. You can also choose to monitor other people - simply click the ‘Play’ button next to another person’s name.
Once a given call is done, you can find and play its recording in the ‘Contacts’ tab. To do this, you need to search for a specific contact, click on it and navigate to ‘Call details’. That’s where you’ll find your conversation recording.
Note that both live listening and call recordings are available only to users assigned with the Admin and Owner roles. If you don’t see these options, you might be logged in as an ‘Agent’. To learn more about user roles and permissions, please read this feature.