Live View

The live view of the conversation enables you to start the recording of sections of a conversation manually at any moment. You can record one or more conversation sections and screen shares during the conversation. Chats can be recorded independently or in conjunction with a conversation.

The functions of the live view of the conversation depend on the user rules.

The view of the live conversation varies depending on the Recording Type. The Recording Type is defined in the recording rule.

Settings tab > User configuration > Rules tab > Configure recording rule.

Relevant recording types:

The live call view varies depending on the Recording Type. It is possible that you have fewer options.

Position

Description

1

Current Calls

Scenario ID
The scenario ID of the recording is copied directly to the clipboard.

2

Current recording status and whether the user can manually control the recording process.

Status indicators:

  • Recording On: A recording is currently in progress.
  • Recording Off: No recording is taking place.

Control options:

  • If the Stop button is active (red), the recording can be manually stopped. This applies to on-demand recordings.
  • If the Stop button is inactive (greyed out), the recording cannot be stopped. This applies to bulk recordings, which are controlled automatically by system policies.

3

Additional Information

Display of the user-defined fields and checkboxes, see Metadata.

4

Notes

Additional notes about the conversation, see List View.

5

Course of the conversation

Time stamp of actions affecting the recording, user ID, time stamp, and system information. The following system information is displayed:

  • Call started: The point in time, at which a call begins.
  • Recording started: The point in time, at which the recording of a call begins.
  • Mute: The point in time, at which a participant switches off their microphone.
  • Unmute: The point in time, at which a participant reactivates their microphone.
  • Call changed: The point in time, at which changes occur in the call status or in the call parameters.
  • Recording stopped: Reason: The point in time, at which a recording is stopped, including the reason for stopping the recording. Reason can be selected when stopping the recording.
  • Call changed: The point in time, at which changes occur in the call status or in the call parameters.
  • Call finished: The point in time, at which a call ends.

Record Conversation

 

  1. You have started a conversation.
  1. Click on the button Live View to open the live view of the conversation.
  2. The window appears on the right.
  3. The customized fields and checkboxes are not activated because the recording has not been started.
  4. Click on the icon (scenario ID) and the scenario ID of the recording is copied directly to the clipboard.

NOTICE! The scenario ID is not identical to the recording ID of Recording Insights. The recording ID of Recording Insights is generated at the end of the conversation

  1. Click on Start to start recording the conversation.
  2. The following window appears.
    − The user-defined fields and checkboxes are activated with the recording.

 

  1. Enter the relevant information in the Test Field Customer Number and Docu Fieldinput fields, see Defaults and description of user-defined fields and checkboxes.
  2. Under Test Checkbox select the Yes or No checkbox for the defined defaults, see Defaults and description of user-defined fields and checkboxes.
  1. Click on one of the buttons Save to save the configuration in the custom fields and check boxes.
  2. The window is refreshed automatically.

Stop recording

For start and stop settings, see administration manual Recording Insights > tab Settings > User configuration > tab Rules > Recording - Audio - Record On Demand

  1. Click Stop recording to stop the recording.
  2. The following window appears.
  3. The customized fields and checkboxes can still be edited.

 

Continue recording

  1. Click Start again to restart the recording.
    The user-defined fields and checkboxes are reactivated.
  2. Click Stop to stop recording the conversation.

NOTICE! The recording of the conversation ends as soon as you leave or end the conversation. The live view of the conversation is closed automatically.

Wrap-up Time

 

After the end of the conversation, you have a wrap-up time at your disposal. In this wrap-up time, you can change the tags, check the content and copy the scenario ID.

Specifications and description of custom fields and check boxes

Specifications for custom fields and check boxes

 

  1. In the field Test Feld Kundennummer, enter the customer number.
  2. Once the 10 numbers have been entered, the button Save is activated.
    −  If more than the permitted 10 numbers are entered, an error message is issued.
    −  If fewer than the permitted 10 numbers are entered, saving the entries in the field Test Feld Kundennummer is not possible.
  3. Click on Add field to add another Test Feld Kundennummer.
    −  If more than the permitted fields are added, an error message is issued.
  4. Click on the icon to delete the field Test Feld Kundennummer.
  1. Under Test Checkbox, tick the check box Yes or No to change the retention time.
  2. The button Save is activated.

If Yes is saved, changing the selection to No is no longer possible.

If No is saved, changing the selection to Yes remains possible.

  1. Enter text into the field Docu Field.
  2. Enter a minimum of 1 character so that the button Save is activated.
    −  If more than the permitted 30 numbers and characters are entered, an error message is issued.
  3. Click on Add field to add another Docu Field.
    −  If more than the permitted fields are added, an error message is issued.
  4. Click on the icon to delete the field Docu Field.