ovd-capturi | 2024-07-11 09:30:47 UTC | #1
We need a definition on the recording logic, specifically for agent to agent conversations during a call.
Let's say we have 3 agents on the call.
Recording[0] is the recording with the customers audio.
Then agent1 talks to agent2.
This will be recording[1]
Agent2 talks to Agent3
This will be recording[2].
Another example we have seen. Same agents as above.
Agent1 talks to Agent2
This will be recording[1]
Agent1 takes the call back and talks to Agent3
This will also be in recording[1].
Next example (we havn't see this in the real world yet).
If we take the second example from above.
The call gets transferred to Agent 3.
Agent 3 puts the customer on hold and calls Agent1
What recording will this be in? And what if the call were transferred to agent 1 again, and he/she again called another agent. Would that still be put in recording[0].
We have searched the docs but couldn't find anything on this. Could you help us with the logic?
system | 2024-08-10 09:30:54 UTC | #2
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