FROM RELEASE 3.43
Tagging of Manual Call Recordings
Manually made call recordings can be tagged, depending on what type of recording is performed by the agent.
Always Record Agent
If always record agent is selected, 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.
Defining Tags
Tags are defined in the ACD Group parameters by defining a list of parameters named Recording.Tags.X where X is numbered from 0 upwards.
The tag defined will be shown on the buttons which are used to switch the call recording on and off.
Example
Suppose you want three types of call recording, one for training, and one for proof of contract and another for nuisance callers. Then you could define two tags as follows:
| ACD Group Parameter | Value |
|---|---|
| Recording.Tags.0 | Training |
| Recording.Tags.1 | Telephone Contract |
| Recording.Tags.2 | Nuisance Caller |
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 active:
When the agent uses the corresponding button, then the recording is tagged according to the button used to switch on the recording.
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.
Options for Tags
See also Client Master Data for how tags can be used when recordings are uploaded to FTP.