Administrators can create folders where you can organize your team's calls. This gives you the ability to listen to these calls continuously, allowing you to better understand how certain types of calls are made within your company.
Add a call to your library
In Empower, go to your Call Log, select the desired call, and expand the section on the right (circled in red below):
Then select the folder(s) in your library where you want to store the chosen call.
View / Create a folder in your library
In Empower, go to your Library, where you’ll find the list of existing folders as well as the option to create new folders.
Click on the "New Folder" option and directly assign it a name.
Your new folder is ready!