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High achieving calls can be assigned to your Call of Fame list so you can listen and learn from them. The purpose of this guide is to explain how to find and listen to calls within your Call of Fame list.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Your company needs to subscribe to CallPotential's Evaluation module in order to view your Call of Fame.
Access - Note: Evaluations is only accessible via CallPotential's web application. If you are a Location Employee, click here to learn how to access it.
(A) Evaluations - Click to access CallPotential's Evaluations module.
(B) Call of Fame - Evaluations will open to your To-Do list by default. Click to access your Call of Fame list.
Find a Call to Listen To
(C) Search - You can search for an employee who had their call graded or the location where it is associated.
(D) Filter by Call Types - Click to access the list of all the available call types. Note: Depending on your account settings, not all call types will be relevant. You options include;
All Inbound or Outbound
Collection Inbound or Outbound
Customer Inbound
Follow-Up
Lead Inbound
Non-Lead
Payment Inbound
Unprocessed
(E) Filter by Time - Click to filter the list according to the time a call occurred. Your choices include;
All Time (no filters, how the list originally looked)
Today
Past 7 days
Past 30 days
A customized timeframe
(F) Additional Filters - Click to filter the list by the employee who is being graded.
(G) Apply - After selecting your filters, click this to update the list to reflect your choices.
(H) Reset - Click this to remove any filters you've applied and return to the original list.
Understand What the Columns Mean & Listen to a Call
(I) Call Date & Time - This indicates the time and date the call occurred.
(J) Employee - This lists the name of the employee who is associated with the call.
(K) Location - This indicates the location where the call is associated.
(L) Call Type - This lists the type of call that was graded. The types of calls are listed in (D).
(M) Duration - This indicates the length of the call. The length is determined by when the Agent or Location Employee was first connected to the caller until they hung up.
(N) Listen - Click Play in this column to listen to the call. When listening to the call, you have the ability to control its volume.
