Voice Recording and Logging

What Is It?

Contactual provides call recording. Selectable criteria for recording are:

• percentage of calls by skill/queue
• percentage by agent id inbound and/or outbound
• on demand using a button on the agent toolbar

Recordings are indexed with the interaction and transaction for easy retrieval and playback from any authorized supervisor position. Individual recordings can be played back or saved to disk. A secure ftp site is provided to download recordings in bulk. Online storage of recordings is offered in multiples of 30 days.