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Introduction

This document provides an overview of the LiveVox Call Recording System and Screen Recording features.

Contents

Call Recording Overview

LiveVox records all agent-handled calls by default. The call recording begins immediately after a call is bridged to an agent and captures everything the caller hears during the conversation. By default, calls that are transferred externally from LiveVox by an agent continue to be recorded, though this can be disabled. The maximum duration for a call recording is 240 minutes. The minimum recording duration is 1 second. Calls connected to an agent for less than 1 second are not recorded.

  • The ability to continue or terminate recording for calls transferred off LiveVox (external transfer) is set at the service level.
  • If an agent disables call recording using call recording controls prior to transferring the call externally from LiveVox, the call is not recorded.

Call Recording Retention

LiveVox provides 15 days as the standard retention period to all customers at no additional fee. You can view this information in the Advanced Features section of the Settings page. The Free days of call recording option displays the number of days that you choose to record. See Client editor -Settings tab screenshot.

This is a view-only option. The minimum retention period available to store call recordings is 3 days.

Extended storage is available for a nominal fee. For more information, contact the Sales Account Management team.

Call recording retention can be set at client level, service level, or both. You can request LiveVox to change the call recording retention period for a service. This can vary from the client level setting. When no retention period is set for a specific service, call recording respects the retention period set at the client level. If a service has a different retention period than what is set at the client level, the service level setting takes precedence.

You can view call recording retention information in the Days of CallRecordings field at the client and service levels. This is a view-only setting. Updates to this setting are applied to existing and future call recordings retention.

To view the client level call recording retention period, navigate to Configure > Client/Services > Client editor > Settings tab:

Client editor -Settings tab


To view service level call recording retention, navigate to Configure > Client/Services > Services editor > Settings tab:

Services editor - Settings tab

 Service respects the client level Days of CallRecordings configuration based on the following fields:

  • Call Recording Enabled: All conversations with an agent logged into the LiveVox Agent Desktop are recorded.
  • Call Recording Bitrate: Audio resolution (kilobits per second). Available options are 16, 32, and 64. The default setting is 16-bit. 32-bit or 64-bit can be selected if required for Speech Analytics integration.
  • Record External Transfers: Transfer to a 10-digit number.
    • If enabled, LiveVox continues recording calls transferred to an external party until the call is terminated.
    • If disabled, LiveVox ends call recording when a call is transferred to an external party.
  • Days Of CallRecordings: View-only option. If the option displays Select One, then the service respects the client level configuration.
  • If you want to change the call recording retention duration, contact Support or Client Services.
  • Once a data file has aged beyond its retention period, an automated lifecycle management application removes the file and its metadata from the platform. Once the file is removed from the platform, it is no longer accessible.
  • LiveVox can accommodate clients who would like to house/archive call recordings themselves. Within a password-protected zip file, the call recordings are encoded as mp3s (see call recording file specifications below). In addition to the audio files, LiveVox also includes a CSV index file that contains metadata (agent, Result, etc.). Using this index file, clients can search for specific call recordings. Call recordings will be made available for download from the secure (SFTP) server for up to 2 weeks.

Call Recording File Specifications

Standard call recording file type is the mp3 format, stereo sound with a 16-bit resolution.

The audio codec and coder used by LiveVox to generate the call recording mp3 files are the following:

  • Bitrate: 32bit, 8Khz, 16kbps
  • Codec: Mpeg audio layer 1/2 mpga
  • Library: Lame mp3

Call Recording Encryption

  • Call recordings are encrypted using keys generated and managed by LiveVox before they are written to the disk.
  • Master keys are created for each client and necessary permissions are provided using a key management console maintained by the LiveVox Technical Operations group. LiveVox uses AES 256 encryption.
  • Additionally, you can choose to provide your PGP key for LiveVox to utilize when delivering recordings. Your PGP key is used when a recording is downloaded from the platform (nightly zip call recording, or Call Recording report). The PGP key is required to access the recording. LiveVox supports a 5000-character limit for PGP keys.

Screen Recording

LiveVox provides configurable Screen Recording for each Agent Desktop. The system captures all agent screen activities through the Agent Desktop Native application. Screen recording begins when an agent goes into the In Call state and ends when the agent selects a termination code or if the login session gets disconnected.

  • The Screen Recording option is displayed only if the feature is enabled. Contact your Account Manager / Account Executive to request this functionality. Screen Recording comes at an additional cost.
  • To use the Agent Screen Recording feature, you must install the Agent Desktop Native application on the agents’ systems.
    • Request the Agent Desktop Native application through Client Services.
    • The Agent Desktop Native Installation Guide is available on the User Hub.

To verify that Screen Recording option is enabled for the portal, navigate to Configure > Client/Services > Client editor > Billing tab.

View-only Screen Recording option – Billing tab

Screen Recording is a view-only option. The view-only Days of Screen Recordings setting are available under the client level Settings. Configurable screen recording settings are available under the General and Desktop Native tabs of Agent Desktop editor.

To view the client level Screen Recording Settings, navigate to Configure > Client/Services > Client editor > Settings tab.

Client editor - Settings tab

Screen Recording Settings:

Days of Screen Recording – This is a view-only option that displays the number of days the screen recordings are hosted on the platform. The available options are: 3, 15, 30, 45, 60, 90, and 180.

To configure the screen recording controls, navigate to Configure > Agents > Agent Desktop > General tab:

Agent Desktop editor - General Tab

The Screen Recording Control options are accessible through the General tab only if screen recording is enabled by Client Services. When enabled, Screen Recording Control displays the following configurable options:

  • Screen Recording Control Enabled - Allows agents to pause/resume or stop screen recording by using call control buttons
  • Screen Recording Control Percentage - Allows you to choose the percentage of calls to be screen recorded

To configure the Screen Recording options available in the Agent Desktop editor, navigate to the Configure > Agents > Agent Desktop > Desktop Native tab.

Agent Desktop editor - Desktop Native tab

The Screen Recording Options section is accessible through the Desktop Native tab only if screen recording is enabled internally. When enabled, Screen Recording displays the following configurable options:

  • Screen Recording Enabled – Entire agent screen is recorded. Multiple monitors are also captured in the screen recording.
  • Format – Screen recordings are processed in WebM format.
  • Framerate (FPS) – Number of frames displayed per second for a video. Available options are 10, 20, and 30. The default setting is 30.
  • Bitrate (kbps) – Number of bits that are conveyed per unit of time. Available options are128, 256, 512, and 1024. The default setting is 128.
  • Days of Screen Recordings – Number of days the screen recordings are hosted on LiveVox. Available options are 3, 15, 30, 45, 60, 90, and 180.
Contact the Sales Account Manager for storage fee information.

Call Recording Report

The Call Recording report is available to permitted users through the LiveVox Portal Review tab. Depending on access level, users can access the call recording report, download (as PDF, Excel, and CSV file), playback multimedia screen recordings (audio and video), and/or stream and download call recordings.

You can choose to store call recording objects into a public cloud (AWS S3). This paves the path to further enhancements such as Transcription and Sentiment Analysis. To verify the enabled Enhanced Call Recording Storage option for the portal, navigate to Configure > Client / Service > Client > Billing > General. 

Users can use the call recording report search tool to choose the parameters for generating the report. Once the report is generated, users can playback the call recording or download it in mp3 format as well as playback the screen recordings. A maximum of 10 accounts can be searched with a comma-delimited string within a single search. A search range (i.e. the number of days which can be queried each time) of up to 730 days is available. Results are based on the configured Days of CallRecording duration set at the Client or Service level. LiveVox maintains access to recordings through the LiveVox Portal for up to 3653 days. However, the search criteria available past 730 days are only Service ID, Agent ID, and duration. By default, all times are in EST. Once recordings are deleted, they are inaccessible and cannot be restored.

For example, users have call recordings for the last five years and today is 20 June, 2018. Then, users can select the start date as far back as 19 June, 2013. If this date is selected, the end date cannot exceed 18 June, 2015. Users can generate the report for two years (2013-2015), two years (2015-2017), and one year (2017-2018) if they want to generate the report for the last 5 years.

  • In the Call Recording Report, individual call recordings are played back from the Audio Play column via an in-browser media player.
  • The mp3 file can be downloaded via the Audio Download button.
  • Users can playback multimedia screen recording by clicking on the multimedia icon () under Multimedia column via an in-browser media

Call Recording Report - results

Sample Report displaying the playback of screen recording with a waveform of audio recording through an in-browser media player from the Call Recording report.

Call Recording Report - Screen Recording Playback

Recording Events Report

The Recording Events Report provides the details of all access logs and changes in recording events. Users can use the Recording Events Report search tool to choose the parameters for generating the report. Once the report is generated, users can view the details of the action taken by the user or agent interacting with the recording. This report is generated with a start and end time frame no greater than 90 days. Data can be generated for up to 730 days.

Recording Events Report - results



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