What is on the screen
Each call, with how long it lasted, what was said, and how she graded herself against the call criteria you set. Calls fail differently from chats. A caller cannot re-read a sentence, so the things that go wrong are usually pace, a missed word, or an answer that was correct but too long to follow.What you do here
1
Listen to a few in your first week
Not to audit her — to hear how she sounds to a guest. Reading a transcript will not tell you whether she talks too fast.
2
Read what she flagged
Same as chat: the topic she was missing is the document you have not uploaded.
3
Judge her criteria against real calls
If your call criteria were copied from chat, this is where you will notice. Adjust them on the Voice screen.
If your hotel does not use the voice channel, this screen stays empty and there is nothing to do here.