Welcome calls a required to be uploaded to the homeowner’s project in Engine as part of Milestone 1 (M1). Agents are able to download the Welcome Call audio file directly from CXone. Immediately following completion of the Welcome Call the agent will:
Open the Contact History report
Log in and select the applications icon in the top left corner of the browser window:
Navigate to the ‘Reporting’:
Select ‘Prebuilt Reports’:
Type ‘Contact History’ in the search bar:
Once located, add it to favorites, by clicking on the star. This will pin the report to the top of the reports page so that it can be easily located next time:
Locate the Welcome Call Recording
From the Contact History report, select the appropriate date, or date range, and time the call took place. Then click the ‘Show Options' button:
This will open a window where additional filters can be selected. Use as many or few filters as needed to locate the Welcome Call recording:
DNIS refers to the dialed number and ANI refers to the number were the call was received
Main column labels are at the top of the report. There is also a slide bar at the bottom of the report that will display the rest of the columns in the report:
Click on the line containing the Welcome Call. This will open a new window, with additional details about the call. Click the CXone Recording Tab:
Click the Play icon:
Confirm and Download the Recording
A new window pops up with the audio recording.
To confirm this is the correct file, click the play button and confirm the homeowner’s name and address.
Once confirmed, click the vertical meatball icon in the bottom right corner
Select ‘Voice only’ to download the recording:
Save the MP4 File and Upload to Engine
Save the file using the following naming convention: First Name_Last Name> Date of Call (MM-DD-YYYY)>initials of support representative performing the call:
Upload the file to the corresponding project in Engine and click the attestation button per the Welcome Call SOP.