Voice and Screen Recording

Assessing agent interactions to ensure quality and adherence to standards (QA).

At a Glance

About SCC's Voice and Screen Recording solutions

To aid supervisors and managers in Quality Assurance (QA), ensuring agents adhere to best practices, and troubleshooting when these standards aren’t met, Softdial Contact Center™ (SCC) offers the following features:

Audio Recording: SCC captures voice conversations between agents and customers for thorough review.
Screen Recording: SCC records the activities on an agent’s workstation, allowing supervisors to monitor on-screen interactions.
Combined Storage: It combines audio and screen recordings into a single file, simplifying storage and retrieval.
Customizable Recording Levels: SCC provides the flexibility to configure recording settings at different levels – system-wide, tenant-specific, campaign-specific, or even agent-specific. This ensures recordings align with your organizational needs.
Agent Control: Agents may be granted the ability to manually start or stop a recording when needed, adding a layer of control to the process.

These functionalities empower organizations to enhance agent performance, maintain quality standards, and efficiently troubleshoot issues when they arise.

Audio recording

In Softdial Contact Center™ (SCC), calls are initially recorded in WAV format, which is uncompressed. However, for the sake of storage efficiency and portability, these files can be automatically converted to the MP3 format.

SCC’s Dual Channel Recording feature allows for stereo audio recordings, effectively segregating the agent and customer sides of the conversation. This separation facilitates specific-side transcription and analysis by third-party systems.

Furthermore, DataTel is compliant with PCI DSS revision 3.2.1 for SCC, with the SCC APIs offering the capability to record silence (mute record) for specific portions of the conversation. This is particularly useful for maintaining PCI compliance when sensitive information is discussed.

When the ‘record from launch’ option is activated, SCC captures all telephony progress tones and related information in the recording. This can be valuable in assessing Answer Machine Detection (AMD) parameter settings and diagnosing reasons for call failures.

Screen recording

The screen recording feature in Softdial Contact Center™ enables supervisors to comprehensively assess agent activity throughout a session. This includes tracking where agents clicked, what they viewed, and the information presented to them.

To achieve this, a lightweight Desktop Capture client is installed on the agent’s PC. This client initiates video capture of the agent’s screen activity at the beginning of a session. Once the session concludes, the video file is promptly uploaded to a recording server. Subsequently, this video file can be merged with the audio recording from the same session, resulting in the creation of a screen recording saved in the MP4 video format. This combined recording offers a complete perspective on the agent’s interactions during the session.

Search and playback

Supervisors and managers have comprehensive control over recorded data through the Softdial Recording Monitor™ application. This application empowers them to perform various actions, including searching, retrieving, exporting, and archiving recordings.

The Monitor service meticulously examines call and screen recordings for tags and session data, subsequently recording this information in an SQL database. This data encompasses fundamental attributes like date, time, and agent ID, but it can also encompass custom data collected during the session’s duration.

This SQL-based database offers seamless integration possibilities with third-party Recording and Quality Management (QM) systems. Alternatively, for direct integration with the recording services from third-party systems, a robust set of Web APIs is readily available.

The Softdial Recording Monitor boasts a diverse array of search options, providing supervisors and managers with the flexibility they need to efficiently access and manage recorded content.

Softdial Recording Monitor™
Search Criteria is extensive so easily find any recording or set of recordings.

Within the Search tab of the application:

Individual recordings can be played directly or downloaded.
Multiple recordings can be grouped, compressed into a ZIP file, and then downloaded in bulk.
Quick access options are available for “recent recordings” (the most recent 200 records), “today’s recordings,” and “yesterday’s recordings.”

Furthermore, the Recording Monitor application allows for the streaming and management of call and screen recordings directly from within the interface, providing supervisors and managers with convenient control over the recorded content.