Call Recording events

For each call recording done there will be one record in table call_events with event_type='r' and a dte_start and a duration_tot_sec. From v1.9 these records will also contain a value for agent_id.

 

In Puzzel there are 3 ways of recording phone calls:

  1. Forced (aka "automatic")
    • Forced on queue: All calls from a queue to agents are recorded
    • Forced on agent/user group: All calls to an agent or all agents in a user group are recorded
  2. Pending on queue: Calls from a queue to agents are recorded only if the agent before hang-up/transfer clicked 'Save recording'  
  3. Manually by agent (agent starts and stops recording for ongoing call).
    The agent can only start a recording if this option is enabled, if the agent is the “active part” in the conversation (not a received consult call) and if a forced recording is not already running.

See more details about call recording here.

Consult call vs call transfer

  • When agent 1 makes a consult call to agent 2, we do not start a (new) recording even if recording is forced on agent 2.
  • When agent 1 transfers a call to agent 2, we start a new recording on agent 2 if recording is forced on agent 2 (or if agent 2 clicks Start Recording)

Forced recording vs manually started

  • For forced recording, the Recording event starts when the speaktime in the conversation event starts (=Finish minus Speaktime)
  • For Recordings started manually, the recording event starts after the speaktime starts, and it ends before or when the speaktime ends.
Example 1: Transfer
  • Agent 1 manually starts recording and then transfers:
    Recording event 1 is from the agent clicks Start Recording until Transfer is clicked (T2-T3)
  • Recording is forced on agent2:
    Recording event 2 is from where agent 2 answers until call end (=T4-T5)
Example 2: Consult
  • Recording is forced on queue or forced on agent 1: Puzzel records as long as agent 1 is connected and is the “active” part (T1-T5)
  • Recording is forced on agent2: No new recording since agent 2 is never the “active” agent
Example 3: Consult and transfer
  • Recording is forced on queue or agent 1: Recording event 1 is as long as agent 1 is the “active” agent (T1-T4)
  • Recording is forced on agent 2: Recording event 2 is from where agent 2 is the “active” agent until call end (=T4-T5)
Caller accepting/denying recording

If your Puzzel solution has a menu asking the caller to dial 1 to accept recording or dial 1 to deny recording, you might experience that some calls are not recorded even if forced recording is configured on the queue/agent. To see how many callers that accepted or denied recording, look for call_ids with the relevant DTMF value in the relevant menu. 

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