Post-call recording/transcription email

[rickyzw]

We have an email that comes in to each of our call center agents detailing their call recording and transcription. We do want all calls recorded to our call center, but we don't need the agents getting a copy of it or the transcription. We have the boxes unchecked for "Show Call Recording", "Can start and stop recordings", and "Call Recording Notification". We have Call Recording only enabled for External calls. Is there a way on V20 U5 to disable this email notification or is this a bug?

 

[Evolute IT]

Disable the "Call Recording Notification". That's the email.

 

[DrLloyd]

If you have the call recording notification, what user permissions are needed?

 

[Kevin Attard Compagno]

@DrLloyd - your last question is too brief / vague ; could you please clarify your question?

 

[VoIPTools]

Would an on-demand per-call agent scorecard email/report have value?



The popup dialog shows a "view" of the agent scorecard report that shows the results of AI scoring of the agent's handling of the call based on criterial you specify. If you look at the side-panel of the dialog under the score card, you can see some examples of our "Ask AI Anything" feature, and if you look even closer, you get a peak at how we represent diarization in a alternating chat like conversation. Look even closer and you can see we support both AI and/or Human scoring. They say an image is worth a thousand words, if you look closely.