Call recording
Keep the conversation behind every quality finding.
A recording is useful when a reviewer can relate it to the customer's request and the way the call was handled. Voz360 connects voice interactions with customer context, transcription and agentic AI quality management, helping supervisors turn an interaction into specific, evidence-based feedback.
“Let me confirm the update before we agree the next step.”
THE WORKFLOW, EXPLAINED
How does call recording support voice quality management?
Call recording preserves the voice interaction for review. In Voz360, voice quality management connects calls to transcription, agentic AI quality assessment and scoring, so supervisors can relate a finding to the conversation that produced it.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Call recording
Capture the call within its service context
A caller may have submitted a form or discussed the issue before the recorded conversation. Review the call alongside that customer history so the assessment considers what the agent knew and what the customer was trying to achieve. Recording configuration, permitted access and retention should be agreed for the deployment.
Connect the voice interaction with the wider customer service record.
Consult earlier conversations, forms and contact history through Customer360.
Define who needs access to recordings and the required retention process.
Call recording
Move from listening to a readable review
Transcription gives reviewers a text representation of the call. Use it to understand the exchange and locate the handling choices that need attention, while retaining the voice interaction as the underlying evidence. Real-time voice transcription can also support the agent while the call is active.
Bring calls through the transcription stage of voice quality management.
Review the discussion in the context of the original service request.
Distinguish live agent assistance from the later supervisor evaluation.
Call recording
Make the finding useful to the agent
Agentic AI QA and scoring support the review process. The supervisor still needs to connect a finding to a specific interaction, understand any exception and decide what feedback is useful. A clear review can inform coaching or highlight a service-process issue that requires another team's attention.
Assess the voice interaction with agentic AI quality management.
Review the evidence behind the assessment before providing feedback.
Use quality reports alongside team and conversation activity.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Trace feedback back to the call
A reviewer needs to understand how an agent handled an exception. The recording, transcription and customer context provide the evidence for a focused review.
- 01
Capture
Record the call within the configured voice workflow.
- 02
Transcribe
Turn the voice interaction into readable text for review.
- 03
Assess
Use agentic AI QA and scoring to inform the evaluation.
- 04
Discuss
Connect coaching feedback to the interaction evidence.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind call recording.
Does Voz360 connect recording to transcription and QA?
Yes. Voz360 voice quality management follows calls through transcription, quality assessment and scoring. Supervisors can review the interaction evidence alongside the customer context.
Are recording retention and access requirements configurable for every organization?
Recording access, retention, consent handling and deployment controls should be reviewed against your organization's requirements during implementation. This page does not assert a specific retention period or regulatory certification.
MAKE THE EVALUATION SPECIFIC
See how a call becomes evidence for quality review.
Bring a sample review process and your recording access and retention requirements.