TomVanLemmens | 2018-11-27 08:11:09 UTC | #1
When retrieving a conversation recording from an org that has dual channel recording activated, the result is an array of two files. One is for the customer, the other for the agent.
We are exporting org recordings to feed them to an external speech analytics engine and we need to determine which file is from whom.
Is there a reliable way to determine which file is what, agent or customer? Can we assume that the first in the array is the customer's audio and the other the agent's (or inverse) or is there no logic? If not, how can we solve this, I'd rather not active single channel recording for this reason alone.
tim.smith | 2018-11-27 15:41:08 UTC | #2
This information isn't currently available. A person must listen to the recordings and determine which is which. You can request this feature at https://purecloud.ideas.aha.io/ideas.
TomVanLemmens | 2018-11-27 16:36:09 UTC | #3
Hi Tim
The goal is to feed the recordings (all of them) to a speech analytics engine so I'm afraid listening to them is not an option.
Is it safe to assume that the first item in the array always is the customer or is not programmed that way?
If we're viewing the recording in the standard interface, PureCloud has to know which is which as well, correct? How does it do that?
tim.smith | 2018-11-27 18:23:44 UTC | #4
From what I recall last time this was asked, there is no guarantee of the order because PureCloud has no logic to enforce any order; it simply processes the data in the order that it exists. You can probably make the assumption that the customer will be first since their recording will probably be initiated first, but there's no guarantee that will always be the case. Additionally, there will only be two recordings generated from this. One is the external call, one is everything else. So the way the recordings are done, you can't match up a recording 1:1 to a participant because a recording can be of multiple participants.
TomVanLemmens, post:3, topic:4048
If we're viewing the recording in the standard interface, PureCloud has to know which is which as well, correct? How does it do that?
It doesn't. The recording channels are intentionally unlabeled in the UI:
TomVanLemmens | 2018-11-27 19:40:08 UTC | #5
OMG, indeed there aren't! I never even noticed that, thanks for pointing that out and the rest of the info. All clear now.
system | 2018-12-28 19:43:06 UTC | #6
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