Maintenance Manual

Recordings
Call Events Administration
158
Call Events Administration
The Call Events Administration window allows you choose the type of recording events
you want Quality Management to mark in a recording. When enabled, a Workforce
Optimization user can search for recordings that have the specified silence or talkover
events from the Recordings application.
Field Description
Save TalkOver
Events
When selected, Quality Management saves information about talkover
events. The Save TalkOver Events check box is clear by default.
A talkover event is a time when both parities on the call are talking
simultaneously.
Changes to this event configuration take effect after the next End of Day.
TalkOver Event
Minimum
Duration
The minimum amount of time in seconds for a talkover event. Quality
Management only saves information about talkover events with a duration
that is equal to or greater than the number of seconds specified in this
field. You can specify from 1 to 3600 seconds (1 hour). The default is 10
seconds.
This threshold setting is used during after-call processing and applies to
all calls. If you change this setting, all previously processed calls use the
older threshold settings.
Using a low threshold (for example, 3 seconds) stores more information
about events than a high threshold (for example, 30 seconds). If you
specify a 30 second threshold, a user cannot search for recordings with
talkover events that are under 30 seconds. Quality Management does not
save information about talkover events below the specified minimum
duration.
Save Silence
Events
When selected, Quality Management saves information about silence
events. The Save Silence Events check box is clear by default.
A silence event is a time when neither parties on the call are talking.
Changes to this event configuration take effect after the next End of Day.