Agent UI

Client Parameters

Client Parameters can also be used for these settings. If an ACD Group parameter with Recording.Tags.X cannot be retrieved (or is empty) then the Clients Parameters settings will be checked for an appropriate tag.

Gaps

The parameters must form a complete unbroken series of non empty tags from 0 to the highest number.

Examples:

• Recording.Tags.0 = Tag 0
  Recording.Tags.1 = Tag 1
  Recording.Tags.2 = Tag 2
• Result: 3 Buttons, and 3 Tags: Tag 0, Tag 1 and Tag 2

• Recording.Tags.0 = Tag 0
  Recording.Tags.1 = (empty or not defined)
  Recording.Tags.2 = Tag 2
• Result: 1 Button and 1 Tag: Tag 0

If you define some tags in the Clients parameters, but want to "stop" at a point in the tag list in certain ACD groups (or overwrite the tags for certain groups), you can quite happily do so.

You just need to define an empty parameter in the ACD group at the appropriate part in the sequence to "break" the sequence.

Examples:

• Client Parameters
  Recording.Tags.0 = Tag 0
  Recording.Tags.1 = Tag 1
  Recording.Tags.2 = Tag 2
• ACD Group Parameters in Group 1
  Recording.Tags.1 = (defined but empty in ACD group)
• Result:
  • For calls to Group 1, 1 button and 1 tag: Tag 0
  • For calls to other Groups, 3 buttons and 3 tags: Tag 0, Tag 1, Tag 2

You can override tags, by defining them at the ACD group level too:

Examples:

• Client Parameters
  Recording.Tags.0 = Tag 0
  Recording.Tags.1 = Tag 1
  Recording.Tags.2 = Tag 2
• ACD Group Parameters in Group 1
  Recording.Tags.0 = Group specific Tag 1
  Recording.Tags.1 = (not defined in ACD Group)
  Recording.Tags.2 = (defined but empty in ACD group)
• Result:
  • For calls to Group 1, 2 buttons and 2 tags: Group specific Tag 1, Tag 1
  • For calls to other Groups, 3 buttons and 3 tags: Tag 0, Tag 1, Tag 2
• Why?
  • Because Recording.Tags.1 is not defined in the ACD group, so the system retrieves the parameter from the Clients Parameters, which is "Tag 1"
  • And, Recording.Tags.2 is defined in the ACD group, but it's value is empty. This tells the system to "break the sequence".

Agent UI

Following is an example screenshot of the display in the Agent UI. In this case, two tags are activeThis 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.

Info
If no tags are defined in the ACD group, then the single button "Recording On" is displayed.

Recordings

In Messaging ... Call Recordings, the tags are displayed in the UI in the list and the detail view of each recording.

Always Record Agent

Warning
title Always Record Agent
If always record agent is selected in the ACD Group, then only one call recording file is made - because the recording of the agent takes place for the whole conversation, whilst the other side of the conversation - the caller side - is toggled on and off because this is recorded in the other channel of the audio file (a single stereo WAV recording is made in this case). This means that when this option is selected only the first call recording started will actually tag the recording according to the mechanism described here. If this option is not selected, then several recordings can be made which will all be tagged individually.

Options for Tags

See also Client Master Data for how tags can be used when recordings are uploaded to FTP.

Note, in particular, that the variable $recording_tag is provided for using the tag in the filename on the FTP server.

Sv translation
language fr
Status colour Red title THIS PAGE IS ONLY AVAILABLE IN ENGLISH

...