The header
The caller’s name, where they are and their number. Beneath that is a line with:- the outcome
- the time of the call
- how long it ran at your desk, for example “4:12 at your desk”
- the billing verdict: billable, not billed or billing verdict pending
The recording
The player shows the call as a waveform. Each speaker has their own lane, and the key moments are marked along it.
Recordings are streamed from the workspace that handled the call, through a short-lived link. Desk doesn’t keep a copy.
What happened
A short summary of the call. If the caller was disqualified, it says why. A quote from the call is included, labelled with who said it: the Caller or Your specialist.Could this have gone better?
Coaching on how your specialist handled the call, in three kinds of note:- Worked: what went well.
- Try: what to do differently.
- Ask next time: a question that would have helped.
About the caller
What the caller told your specialist about themselves and their situation.Transcript
Transcripts aren’t shown yet. They’ll be released once spoken account numbers and other sensitive numbers are removed at source. Until then, the recording is the record.The side panel
There are two buttons in the panel:
- Flag for my team (F) marks the call so others in your organisation can see it.
- Query billing opens an email to us about this call, with its reference already filled in.
When notes are missing
Notes are written from the recording after the call. Until they’re ready, the page says “Notes on the way”; they usually arrive within the hour. If no notes can be written, the page says No notes and gives a reason:- “We couldn’t make out any speech on the recording”
- “The recording couldn’t be transcribed”