User Guide

Quality Management Desktop User Guide
24 September 2009
In Figure 9, Recording 1 is created for Call 1. It also contains the entire audio from Call
2. Call 2 is bracketed within Call 1.
In Figure 10, Recording 1 is created for Call 1. It will also contain the portion of audio
from Call 2 during the time when both calls are active. Recording 2 is created for Call
2 when Call 1 ends. Recording 2 only contains the portion of audio from Call 2 from
the time Call 1 ends. Call 1 is interleaved with Call 2. The duration reported for Call 2
is from the time when Call 2 starts until the time that Call 2 ends. However, the actual
duration of Recording 2 will be from the time Call 1 ends until the time Call 2 ends.
You can play all segments of a call, from when it enters the contact center to when it is
terminated, using the Associated Contacts button on the Recordings tab. Clicking
Associated Contacts enables you to see every call segment associated with a call. See
"Playing All Segments of a Call" on page 53 for more information on associated
contacts.
Figure 9. Bracketed call
Figure 10. Interleaved calls