Smarsh Call Recording and Analytics (CR&A), formerly known as CallCabinet, is a cloud-based voice and communication recording platform that enables organizations to capture, store, and analyze business communications for compliance, quality assurance, and insight generation. CR&A supports secure recording of calls, meetings, and interactions across multiple communication channels, ensuring adherence to regulatory and corporate governance standards. With capabilities such as AI-powered transcription, sentiment analysis, and advanced search, CR&A helps businesses enhance customer experience, ensure compliance, and gain valuable operational intelligence.
Exploring the Smarsh Call Recording and Analytics Interface
The CR&A platform features several key categories that enhance user experience and operational efficiency:
Call Listing
A comprehensive overview of recorded calls, allowing users to filter and search for specific interactions. For more information, see Call Listing.
Chat Listing
Access to recorded chat communications, enabling organizations to review and analyze text-based interactions. For more information, see Chat Listing.
Reporting
A monitoring feature that tracks system performance and user engagement, ensuring optimal functionality. For more information, see Reporting.
Heartbeats
Heartbeats show the system’s health by indicating the last time the Agent Client or Desktop Recorder communicated with the server. For more information, see Heartbeats.
QA Dashboard
The QA Dashboard provides a comprehensive view of QA activities, scores, and trends for supervisors, analysts, and admins. For more information, see QA Dashboard.
QA Scorecard
The QA Scorecards page empowers users with a Quality Assurance license to create, edit, and delete evaluation forms. For more information, see QA Scorecard.
Settings
Manage system preferences, permissions, and configurations. For more information, see Settings.
Analytics
View visual reports and insights on call data and performance trends. For more information, see Analytics.