Agent recording lets you get a recording of a call with a separate recording file for every agent session within the call, meaning if a customer calls and that call is transferred and handled by two agents, there will be two agent recording files.
Agent recording, sometimes called dual channel, stereo, or perspective recording, is when there are two channels for your audio file: left and right. Single channel or mono recording is when there is only one channel. Agent recording is especially useful for analytics and quality assurance. In certain cases, there is a need to isolate either an agent or a customer. On a heated call, for example, we need to hear the agent and the caller on separate channels to hear who said what.
To better understand how agent recording works, let’s take a look at this scenario: A customer calls and connects with Agent 1. Agent 1 then determines that the customer connected to the wrong queue, so he transfers the customer to Agent 2 in another queue. Agent 2 resolves the customer’s concern and ends the call.
For this scenario, the system will generate three recordings: a single channel call recording for all legs of the call, and two agent recordings (dual channel) for both Agent 1 and Agent 2.
The single channel recording will contain all audio for the caller and both agents in only one channel (both left and right channel will be the same), while the agent recordings will always have two channels. The left will be the isolated channel for the specific agent for that recording, while the right channel will be everything else (caller and other agent/s in the call).
For example, the agent recordings for Agent 1 and Agent 2 will be named Recording 1 and Recording 2 respectively. Recording 1 will have Agent 1’s audio in the left channel, while the caller and Agent 2’s audio will be in the right channel. Similarly, Recording 2 will have Agent 2’s audio in the left channel, while the caller and Agent 1’s audio will be in the right channel.
There are existing recording options for outbound dialing, inbound routing, campaigns, IVR, and agent scripting, but those will remain single channel recordings and are unaffected by agent recording as discussed in this article.