At a Glance
About Voice And Screen Recording
In order to help supervisors/ managers ensure best practices for agents, and troubleshoot when these are not followed, Softdial Contact Center™ (SCC) supports:
- audio recording of agent and customer voice conversations
- screen recording of the agents workstation
- combining audio and screen into a single file for storage
SCC can be configured to record all calls at a system, tenant, campaign or agent level. Agents can be given the ability to start or stop a recording on demand.
Calls are recorded in WAV (uncompressed) format. For storage and portability, these files can be automatically converted to MP3.
Dual Channel Recording allows for stereo audio recordings separating agent and customer sides of the conversation. This allows for a specific side of the conversation to be transcribed and analysed by a 3rd party system. Sytel complies with PCI DSS revision 3.2.1 for SCC, in particular the SCC APIs offers the facility to record silence (mute record) for a specific section of the conversation.
When enabled, ‘record from launch’ means all telephony progress tones and other information will be included in the recording. This may be helpful in determining optimum Answer Machine Detection (AMD) parameter settings or reasons for call failures.
Screen recording allows supervisors to review agent activity during a session – where they clicked, what they viewed, what information was presented to them.
A lightweight Desktop Capture client, installed on the agent’s PC, will begin to capture a video of the agent’s screen activity when a session commences. When the session ends the video file is uploaded to a recording server and can then be combined with the audio recording of the same session to create the screen recording as an MP4 video file.
Search and playback
Supervisors/managers can search, retrieve, export and archive recordings using the Softdial Recording Monitor™ application.
The Monitor service parses call and screen recordings for tags and session data which are then written to a SQL database. This data includes basic attributes such as date, time, agent ID but can also include custom data collected during the lifetime of the session.
This SQL based database allows for an easy integration with 3rd party Recording/QM systems. Alternatively an extensive set of Web APIs are available to integrate directly to the recording services from a 3rd party system.
Softdial Recording Monitor provides a wide set of options for searches as shown below:
Softdial Recording Monitor™
From the Search tab:
- single recordings may be played directly or downloaded
- multiple recordings may be zipped and bulk downloaded
Convenient quick access is available for, ‘recent recordings‘ (most recent 200 records), ‘today’s recordings‘ and ‘yesterday’s recordings‘.
Call and screen recordings can be streamed and controlled from the Recording Monitor application as shown below: