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.
Recording Events Report
- Users can generate the data for a max of 90 days.
- This report can be exported via PDF, CSV and Excel.
Call Recording Report Enhancements
With 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.
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.
Playback of Recordings in a Multi-Pane view - U9
