With call transcripts, your team can seamlessly refer back to actionable items mentioned on a call and review the details discussed. Transcripts help manage advisor's time by automatically providing a summary and actionable notes so they spend less time adding notes to a ticket and are available for the next support call faster. 

Call transcripts are automatically enabled with call recording. To enable call recording for your dealership, please email expertconnect@johndeere.com. Our dealer success team will send a quote requesting a digital signature agreeing to the terms & conditions. 

Call Recording

• When call recording is enabled, all inbound and outbound VoiceHub calls will automatically be recorded and accessible within the ExpertConnect ticket and the Calls page. 
   

• Advisors can access and listen to all call recordings for the team/s that they are on. Managers can access and listen to all call recordings for the entire company.
• For inbound phone calls, callers will hear an automated message that says “This call is being recording for quality assurance, training & learning purposes." For inbound phone calls, callers will hear an automated message that says "This call is being recording for quality assurance, training & learning purposes." This message is required, but managers can create a custom recording. This message MUST include informing the customer that they are on a recorded line.  Advisors do not need to take any action or say any phrases for inbound phone call compliance.
• To create a custom “this call is being recorded message”, record your message within ExpertConnect and send it to the ExpertConnect team - expertconnect@johndeere.com for implementation on a per team basis. 
• For outbound phone calls, advisors are required to notify the customer that the call is being recorded. Suggested verbiage: “This is {advisor name} from {company name} calling on a pre-recorded line.”

Call Transcripts

In addition to the call recording, advisors will have a call transcript populate following the completion of the call. By selecting “View Transcript,” advisors can: 

• Search by keyword for a specific part of the call
• Follow along with the playback via highlighted words
• Speed up/slow down playback speed 
• Provided an “Action Items” list of tasks to complete following the conversation

Pause & Resume Controls

This option is available only when call recording is enabled at the account level. It appears in the call interface once a call is successfully connected between the Advisor and the Customer, and recording has started.

When a call is being recorded, a visible “REC” indicator is displayed to confirm that recording is active. If recording is paused the indicator disappears. Recording can be paused and resumed multiple times during the same call.