Call Recording

overview call recording is the process of capturing the audio of phone conversations the recordings are stored securely and can be retrieved for quality assurance, training, dispute resolution, and compliance purposes how it works the system can be configured to record calls for specific or all campaigns when a call takes place, the system captures the audio and saves it as mp3 audio files supervisors can then search for and play back these recordings from a dedicated interface prerequisites recording must be enabled by an administrator by default, calls are recorded only when connected to an agent configuration steps enabling call recording (for a campaign) location administrator > process > \[process name] > \[campaign name] > settings > general action in the voice logs setting section, select the checkbox labeled voice logs enabled accessing recordings (supervisor) location supervisor > manage > call details action search for interactions calls with a recording will have a play icon click it to open the media player use cases dispute resolution a supervisor retrieves a call recording to verify what was agreed upon during a conversation agent coaching a supervisor and agent review a recorded interaction to identify strengths and areas for improvement benefits provides complete context offers a full understanding of an agent's performance by showing what was said mitigates risk provides an objective, factual record of interactions, which is invaluable for resolving disputes foundation of quality management recordings are the raw material for any effective quality assurance program limitations storing audio files requires significant data storage capacity organizations must comply with legal requirements for recording, often involving customer notification