Interaction Overview
In Voxjar, an interaction is a single call recording or email (other channels will be supported in the future).
The interactions page is a repository of all of your interactions.
Collecting Interactions
Manual Uploading
Single uploads
Click the “Start an Evaluation” button on the left sidebar. This will prompt you to attach a call recording and upload it to Voxjar
Multiple uploads
You can upload multiple files via an Adhoc queue. Either by uploading multiple files or uploading a list of urls where the audio files can be downloaded.
Automated Downloading
Integrate your phone system or recording storage
In your settings you can connect your phone system, call recording platform, or call recording storage system so Voxjar can automatically pull your call recordings and call metadata into the system.
Set up an Auto Queue
Automatically filter, download, and evaluate your interactions on a schedule with Auto queues.
Viewing and Filtering Interactions
To access your interactions:
Navigate to the Interactions page in the main menu.
You'll see a list of all your interactions, typically with a score displayed on the right side.
Filtering Interactions: You can filter your interactions using several criteria:
Scores
Date ranges
Timestamps
Agent Data
Customer Data
Direction
Duration
Custom Metadata Fields
To apply filters, look for the filter options near the top of the Interactions page.
Customizing the View: You can customize which columns are displayed in the interaction list:
Look for an option to choose columns.
Select the columns you want to see, including standard and custom metadata.
Your preferences will be saved for future visits.
Exporting Interaction Data:
Look for an export option, typically represented by a download icon.
This will generate a CSV export.
The export will be grouped by scorecard, meaning you may receive multiple exports if your interactions span multiple scorecards.
Each export will include a reference to the interaction and a link to view it in Voxjar.
Interaction Details
When you click on an individual interaction, you'll see several components:
Transcript of the call
Metadata associated with the call
Audio player to listen to the call
Evaluations, broken down by human and AI
For each interaction, you have several options:
Queue an AI evaluation: This will automatically put the interaction into the evaluation queue.
Start a manual evaluation: This opens a form where you can complete the evaluation while listening to the call and reviewing the transcript.
Add to a list: You can add the interaction to an existing list or create a new list.
Sharing Interactions
Voxjar allows you to share interactions both internally and externally:
Internal Sharing: To share with team members who have a Voxjar login, simply copy the URL of the interaction page and send it to them.
External Sharing:
Look for an option to enable a public URL for the interaction.
Once enabled, you can share this URL with anyone, even if they don't have a Voxjar account.
You can set an expiration date for the public URL. This is a security feature to prevent your data from floating around indefinitely.
The default expiration is set to 7 days, but you can adjust this as needed.
Deleting Interactions
To delete an interaction:
Select the interaction you want to delete.
Look for a delete option.
Important: Only users with Admin permissions can delete interactions. This restriction helps prevent accidental data loss.
Note: When you delete an interaction, you will lose all scores associated with that interaction.
Managing your interactions effectively in Voxjar allows you to keep your data organized, easily accessible, and secure. By utilizing the filtering, sharing, and evaluation options, you can streamline your QA process and ensure you're getting the most out of every customer interaction.