Manually made call recordings can be tagged, depending on what type of recording is performed by the 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 stereo WAV recording is made). 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 accordingly. |
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, 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:
| ACD Group Parameter | Value |
|---|---|
| Recording.Tags.0 | Training |
| Recording.Tags.1 | Telephone Contract |
This 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.
If no tags are defined in the ACD group, then the single button "Recording On" is displayed. |
In Messaging ... Call Recordings, the tags are displayed in the UI in the list and the detail view of each recording.