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Tagging of Manual Call RecordingsManually made call recordings can be tagged, depending on what type of recording is performed by the agent.
Defining TagsTags are defined in the ACD Group parameters by defining a list of parameters named Recording.Tags.X where X is numbered from 0 upwards, without gaps. The tag defined will be shown on the buttons which are used to switch the call recording on and off. Example: Suppose you want two types of call recording, one for training, and one for proof of contract. Then you could define two tags as follows:
Agent UIThis will result in the following buttons being displayed in Agent Home when the recording is made:
When the agent uses the corresponding button, then the recording is tagged according to the button used to switch on the recording.
RecordingsIn Messaging ... Call Recordings, the tags are displayed in the UI in the list and the detail view of each recording. |
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