Desperately searching for an answer: From my testing, it does not appear that screens are recorded during a callback interaction until an outbound call is placed. Is this accurate? 

Here is the challenge: with preview campaigns (callbacks) we are unable to see screen recordings on interactions that don't result in an outbound call.  Part of the reason a preview campaign is being used is to determine whether or not this account even requires a call.  The agents are reviewing the account before dialing out.  If a call out is not required, they end callback. With screens NOT being recorded, we are unable to see the "scrubbing" process before this decision is being made. 

Is this working as expected? are there any work arounds? How are we supposed to confirm agents aren't just "ending callback" to end callback? 

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

Hello Shelby, 

It sounds like this is working as expected. Screen recordings wont work until the ACD (outbound) portion of the callback is started. You can review this doc. 

I cant think of any work arounds at this time, looking in our ideas lab for possible solutions I did find this idea. 

The recommendation here was to use the idea here when it goes live. 

Hope this helps!

Desperately searching for an answer: From my testing, it does not appear that screens are recorded during a callback interaction until an outbound call is placed. Is this accurate? 

Here is the challenge: with preview campaigns (callbacks) we are unable to see screen recordings on interactions that don't result in an outbound call.  Part of the reason a preview campaign is being used is to determine whether or not this account even requires a call.  The agents are reviewing the account before dialing out.  If a call out is not required, they end callback. With screens NOT being recorded, we are unable to see the "scrubbing" process before this decision is being made. 

Is this working as expected? are there any work arounds? How are we supposed to confirm agents aren't just "ending callback" to end callback? 

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

Cameron, so based on this information, a Callback interaction is not considered an ACD interaction?  Does it differ if it came from an architect flow than if it comes from a campaign? 

Hello Shelby, 

It sounds like this is working as expected. Screen recordings wont work until the ACD (outbound) portion of the callback is started. You can review this doc. 

I cant think of any work arounds at this time, looking in our ideas lab for possible solutions I did find this idea. 

The recommendation here was to use the idea here when it goes live. 

Hope this helps!

Desperately searching for an answer: From my testing, it does not appear that screens are recorded during a callback interaction until an outbound call is placed. Is this accurate? 

Here is the challenge: with preview campaigns (callbacks) we are unable to see screen recordings on interactions that don't result in an outbound call.  Part of the reason a preview campaign is being used is to determine whether or not this account even requires a call.  The agents are reviewing the account before dialing out.  If a call out is not required, they end callback. With screens NOT being recorded, we are unable to see the "scrubbing" process before this decision is being made. 

Is this working as expected? are there any work arounds? How are we supposed to confirm agents aren't just "ending callback" to end callback? 

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------