New Recording Events Report With this release, a new Recording Event Report is introduced. This report provides the details of all access logs and changes of recording events. The report displays the following events: - User playback events include - Streamed, Downloaded and Deleted (purged by system processes only) recordings,
- Agent call control events include - Pause, Resume and Stop of a call recording from Agent Desktop.
The Recording Events Report supports multiple conditions to be searched, if no conditions are applied, then search is done for all values on a given date or date range for all the Playback and Agent Events. Navigate to Review>ACD Reports>Recording Events Report to access the Recording Events Report.
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- Users can generate the data for a max of 90 days.
- This report can be exported via PDF, CSV and Excel.
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Call Recording Report EnhancementsWith this version, Call Recording Report is enhanced to provide feature-rich user experience. These enhancements include: - Video Play column in the Call Recording Report is renamed to Multimedia,
 Call Recording Report - U8
 Call Recording Report - U9
- A visualization via wave form of the voice energy within the recording,
Transcribe the audio of the conversation which is initiated via the Start Transcribe button.
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Transcribe is on-demand and not pre-loaded with every audio recording fetch request. Contact Sales Account or Client Services Management to enable this feature. |
- Playback of Audio and/or Screen Recordings now have a multi-pane presentation as shown below.
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Playback of Recordings in a Multi-Pane view - U9 |