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Associating conversations with users

Every conversation should be attributed to the user (agent) who handled it. This association drives most of the product: dashboards and reports group results by user and team, supervisors see the conversations of the groups they manage, and QA evaluations are attributed to the right agent. This page explains how MiaRec matches conversations to users automatically and what to do when it cannot.

How automatic association works

MiaRec matches the participants of each new conversation against the extensions configured on user profiles. When a conversation's calling or called party matches an extension assigned to a user, the conversation is associated with that user.

To configure extensions, go to Administration › User Management › Users, edit a user, and fill in the Extension field in the Recording Settings section. A user can have several extensions — click Add Extension to add more. See Recording settings for the other fields in that section.

An extension is typically the user's phone number or extension number as reported by your telephony platform.

Managed by your service provider

The matching key — which participant attribute is compared against user extensions (phone number, phone name, agent ID, and similar) — is configured by your service provider to match your telephony platform. If conversations consistently match the wrong attribute, contact your provider.

Unassigned conversations

Conversations whose participants do not match any user's extension are still captured, but they are not attributed to anyone: their User column is empty, and they do not appear in per-user dashboards or in group-scoped views.

Administrators can find them under Conversations › Unassigned conversations — a dedicated view in the Conversations sidebar that lists your organization's conversations that are not associated with any user.

Assigning a conversation manually

You can assign an unassigned conversation to a user from its detail page, and optionally teach MiaRec to assign similar conversations automatically:

  1. Open the conversation (for example, from Conversations › Unassigned conversations).
  2. Next to the unmatched participant, click assign (to a user).
  3. On the Assign call to user page, configure:
    • Extension — which of the participant's identifiers (phone number or name) to use for matching.
    • Assign to User — the user this conversation belongs to.
    • Add this extension to user — selected by default; adds the chosen extension to the user's profile so future conversations match automatically.
    • Apply this rule to all similar calls — also assigns existing unassigned conversations with the same extension to this user.
  4. Click Save.

After saving, the conversation (and, if selected, all similar unassigned conversations) is associated with the user, and the extension appears on the user's profile.

  • Recording settings — the Recording Settings section of the user profile.
  • Users — creating and editing user accounts.
  • Groups — how group membership scopes dashboards and supervisor access.