Using the phone call activity indicator

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Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM)

The phone call activity indicator in Zendesk QA helps you identify when people were talking during a call, allowing you to skip silent parts such as when the agent was on hold or waiting for the call to be answered. This feature enhances the efficiency of reviewing phone call interactions.

This article contains the following sections:

Understanding the phone call activity indicator

Using the phone call activity indicator

Understanding the phone call activity indicator

The phone call activity indicator provides a visual representation of a phone call, highlighting the periods of conversation and silence. This allows you to quickly navigate to the parts of the call where active conversation took place.

Using the phone call activity indicator

To use the phone call activity indicator

Navigate to the call recording you want to review in Zendesk QA.

Observe the graph that represents the call activity. The graph looks like this:

Click on any part of the graph to skip to that specific part of the call.