Quality Management allows you to quickly search for inbound or outbound calls.

To search for calls in Quality Management

  1. Click Search Calls (phone icon).
  2. Expand the Date Picker drop-down in order to select the required beginning and ending Date.
  3. Expand Filter By.
  4. Check Agent Name and click OK.
  5. Expand Agent Name.
  6. Type the required name and click OK.
  7. Expand Filter By.
  8. Check Direction and click OK.
  9. Expand Direction and select Inbound or Outbound.