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  • 1.  Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 08-29-2023 10:02
    Edited by Antwuan Rencher 09-01-2023 11:02
    No replies, thread closed.

    Our Quality Team is reporting a new Interaction view today. Instead of seeing the External voice bar and Internal voice bar separately, there is only one voice bar. The previous view, with the voices separated, was much more user friendly. Is this a new "feature," or is there an issue with the recording screen?  

    Thank you,


    #Unsure/Other

    ------------------------------
    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------



  • 2.  RE: Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 08-30-2023 03:34
    No replies, thread closed.

    Hi Janelle,

    Make sure that Dual-Channel is enabled on the trunk, it in the bottom of the Media settings.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 3.  RE: Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 08-30-2023 17:52
    No replies, thread closed.

    Thank you for your response, Jan. I have forwarded the issue and your suggestion to our Systems analyst to resolve, if possible.  It is just odd that it happened overnight without warning. 

    Have a great day!

    Janelle



    ------------------------------
    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 08-31-2023 09:38
    No replies, thread closed.

    It's not something that should change by it self, but it would be the first place I look.

    If that's not the issue it might be worth checking a call trace to see what codec is used for the calls as it's not supported by all codecs.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 09-01-2023 09:05
    No replies, thread closed.

    Hi Janelle,

    This is not expected behavior. Try toggling on the dual channel settings and see if it resolves the problem.



    ------------------------------
    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Interactions are showing both Agent and Customer conversation on one voice bar

    Posted 09-01-2023 10:00
    No replies, thread closed.

    Thank you, Anik. Our Systems Analyst is working on this and has also opened a ticket/case for the issue. 



    ------------------------------
    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------

    Original Message


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