Hi all,
During our initial setup, we found out that outbound calls were not getting recorded using Policies as they were setup. A decision was made to turn on trunk recording which now records everything. IVR, inqueue, the works.
Once the call terminates the recording stops so we don't get to have the wrap up portion recorded where we can see what the agents are doing there.
Is there any way to change that so it follows the agent, not the customer?
It's also a pain to have to skip through up to an hour or so (sometimes) of a customer messing around in the IVR and waiting for an agent.
Retrieving these calls once archived is also a pain point as they take hours and hours to get sometimes.
Wondering if there is a better way of getting it so that we can record both inbound and outbound calls, screens, wrap up time and not have the IVR recorded.
#QualityManagement------------------------------
Judy Heckbert
NTT Canada
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