When Verint Call Recording is enabled on Avaya Experience Platform™ Public Cloud, voice interactions and accompanying screen actions are recorded in real time. Avaya Experience Platform™ Public Cloud provides the voice channel recording functionality through a secure web-socket streaming solution (Streaming Media Capture). To record the accompanying screen actions, you must install the Screen Capture Module software on the agent’s computer. The Graphic User Interface (GUI) refers to audio and screen recordings as interactions. The screen capture functionality is included in the All-Media package, and is available as an optional add-on in the Voice package.
Account administrators and supervisors can access recordings through a browser interface which contains a native player. They can change the volume or speed of a call, jump to different points in a call, and see the audio waveform with color-coded waves representing different speakers. As the audio recording plays, they can see the agent's accompanying screen actions. They can search the recording archive using a number of search parameters, such as date and agent name. These features are useful for quality monitoring and employee evaluation. There are also several predefined searches. You can save your typical searches.
You can use Application Center Administration to launch the Verint Workforce Engagement administration portal and access agent call recordings. You need Verint Workforce Engagement credentials to launch the application. You can use the same credentials to access both applications with a single sign-on between Avaya Experience Platform™ Public Cloud and Verint Workforce Engagement.
To use the Verint Workforce Engagement Recording feature, you must add users with the same login IDs on both Application Center Administration and the Verint Workforce Engagement administration portal. You can then search for the required agent or a group of agents and access their call recordings on the Verint Workforce Engagement administration portal. For more information about creating users on Application Center Administration, see Administering Avaya Experience Platform™ Public Cloud. For more information about creating users and accessing agent call recordings on the Verint Workforce Engagement administration portal, see the Verint Workforce Engagement online help documentation.
To receive the URL and login credentials for accessing agent call recordings, contact Avaya Support.
