Maintenance Manual

Recordings
About Recordings
109
Recordings
The Recordings node enables you to:
• Configure recording retention periods for a workflow team.
• Create quality management workflows for a team.
• Create and maintain evaluation forms.
• Create archive workflows for a team.
• Configure and manage user-defined metadata.
• Allow specific roles to export recordings.
• Configure thresholds for talkover and silence events.
• Control the columns that appear in the <User ID> tab and the Recordings table
for the Recordings application.
About Recordings
There are two types of recordings: those made for quality management purposes, and
those made for archiving purposes. Quality management recordings can include voice
and screen recordings. Archive recordings are voice only.
Quality management recordings and archive recordings use workflows to determine
which recordings of inbound and/or outbound calls (“calls of interest”) to save for
evaluation or archival purposes. You can assign a workflow to one or more teams.
Some examples of why you would record calls of interest are:
•Tracking the performance of specific agents.
• Helping train new agents.
• Monitoring calls during a sale period.
• Monitoring calls during specific times of day.
• Monitoring calls from specific customers or specific phone numbers.
Quality Management saves recordings that are at least 5 seconds long. Quality
Management does not consider a recording of less than 5 seconds a valid recording.
For quality management purposes, you can change the minimum duration in the WHAT
rule for the quality management workflow classifier. You cannot change the minimum
duration for an archive workflow.
Quality Management does not support calls that are 24 hours long or longer.