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When there are a lot of phone calls, and for quality and training purposes you are monitoring the calls, and it is very hard to keep track of which phone call you already monitor, and where you up to.
SOLUTION will be to differentiate between read and unread calls, (like how Emails and Whatsapp work, first it's UNREAD, and after you click on it it's changed to READ).
it will be very useful for all client using the recording feature
and the same thing we should be able to put a star (like how Emails and Whatsapp work