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  • 1.  IVR Call Recording Best Practice

    Posted 05-27-2025 17:56
    No replies, thread closed.

    Hi All, 

    Our customer does not want us to record the IVR portion of the call-only the part when the agent begins speaking with the caller. However, we have found that keeping the recording from the start of the IVR helps with troubleshooting, especially in assessing audio quality and determining the timeline of call abandonment (e.g., whether it occurred at the beginning, middle, or end of the IVR menu, or just as the agent began speaking).
     
    What is the best practice for handling this?
     
    Thank you in advance.

    #QualityManagement

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------


  • 2.  RE: IVR Call Recording Best Practice
    Best Answer

    Posted 05-28-2025 07:29
    Edited by Samuel Jillard 06-10-2025 10:02
    No replies, thread closed.

    Hey @Rechelle McConnell,

    Not sure re the best practice - this seems like more of a compliance decision or just a decision from someone. So I might come at this from the perspective of "How can I assess these things without the recording itself" 

    There are a few things - 

    • Assess audio - This really can't be done without the recording so I've got no ideas on this one sorry!
    • Timeline of call abandonment - You can get the time from a number of areas, you can see this in the timeline, you can see this in performance views etc.
      • Though, if you're looking for a deeper understanding of where exactly the call abandons in the flow, you should enable flow execution. (https://help.mypurecloud.com/articles/flow-execution-history/) You can then see a conversation as it goes through the flow, with timestamps etc and do it that way. This is likely going to be the best option. 

    Finally, you could let your customer know that they would need to enable IVR recording in the event there is need for it - Eg, customer raises ticket/issue that there could be an issue within IVR portion of the calls etc. 



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    Lawrence Drayton
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  • 3.  RE: IVR Call Recording Best Practice

    Posted 05-28-2025 08:26
    No replies, thread closed.

    Thank you Lawrence. The part the customer do not want to hear is the IVR portion and the hold message so when it comes to compliance, there is no sensitive information there, only IVR Menu before routing to the queue and the hold music prompt. 


    What do you mean on enable IVR Recording? are you talking about the architect flow?

    Thanks



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


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