{"id":2916,"date":"2022-03-09T09:48:10","date_gmt":"2022-03-09T09:48:10","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=1234"},"modified":"2022-03-09T09:48:10","modified_gmt":"2022-03-09T09:48:10","slug":"call-recording","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/call-recording\/","title":{"rendered":"Call Recording"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><b>SmartAssist<\/b> provides a call recording feature under <strong>Chat History<\/strong> to play the past conversation\u00a0 between a contact and an agent that has been recorded by the system.<\/p>\n<p>This is useful for conversational quality analysis and auditing purposes at the contact center.\u00a0 To view and edit the call recording feature, follow these steps:<\/p>\n<p>1. On the left pane, click <b>Conversational Logs<\/b>, then click the <strong>Play<\/strong> button under <strong>Recording <\/strong>for a given phone number<strong>.<\/strong><\/p>\n<p>2. The audio stream gets loaded under <strong>Chat History<\/strong>. You can configure the following recording settings:<\/p>\n<ul>\n<li><strong>Play Audio<\/strong>: The waveform of the audio starts playing when the <strong>play<\/strong> icon is clicked.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/click-play.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1074\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/click-play.png\" alt=\"\" width=\"497\" height=\"201\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/click-play.png 497w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/click-play-300x121.png 300w\" sizes=\"(max-width: 497px) 100vw, 497px\" \/><\/a><\/li>\n<li><b>Increase playback speed<\/b>: To change the playback speed, click the speed selection dropdown, and select the speed value. The values ranging from the lowest to highest speeds are given below:\n<ul>\n<li>0.5<\/li>\n<li>0.7<\/li>\n<li>1<\/li>\n<li>1.5<\/li>\n<li>1.75<\/li>\n<\/ul>\n<\/li>\n<li><b>Audio Sound Adjust<\/b>: The <b>volume slider<\/b> can be adjusted to increase or decrease the volume.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/audio-soundadjust.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1075\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/audio-soundadjust.png\" alt=\"\" width=\"497\" height=\"206\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/audio-soundadjust.png 497w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/audio-soundadjust-300x124.png 300w\" sizes=\"(max-width: 497px) 100vw, 497px\" \/><\/a><\/li>\n<li><b>Rewind Audio<\/b>: To rewind the audio playback by 10 seconds, click the <b>reverse playback<\/b> button.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/rewind.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1076\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/rewind.png\" alt=\"\" width=\"497\" height=\"206\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/rewind.png 497w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/rewind-300x124.png 300w\" sizes=\"(max-width: 497px) 100vw, 497px\" \/><\/a><\/li>\n<li><b>Forward Audio<\/b>: To forward the audio playback for 10 seconds, click the <b>forward playback<\/b> button.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/forward.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1077\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/forward.png\" alt=\"\" width=\"495\" height=\"206\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/forward.png 495w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/forward-300x125.png 300w\" sizes=\"(max-width: 495px) 100vw, 495px\" \/><\/a><\/li>\n<li><b>Download<\/b>: Clicking the <b>Download<\/b> button downloads the audio (.MP3) file.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/download.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1078\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/download.png\" alt=\"\" width=\"495\" height=\"206\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/download.png 495w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/download-300x125.png 300w\" sizes=\"(max-width: 495px) 100vw, 495px\" \/><\/a><\/li>\n<li><b>Timer<\/b>: The <b>increment<\/b> and <b>countdown<\/b> counters appear when the audio plays. The total duration of the audio appears before the audio is played.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/timer.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1079\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/timer.png\" alt=\"\" width=\"495\" height=\"206\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/timer.png 495w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/timer-300x125.png 300w\" sizes=\"(max-width: 495px) 100vw, 495px\" \/><\/a><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"SmartAssist provides a call recording feature under Chat History to play the past conversation\u00a0 between a contact and an agent that has been recorded by the system. This is useful for conversational quality analysis and auditing purposes at the contact center.\u00a0 To view and edit the call recording feature, follow these steps: 1. On the...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[29],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2916"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2916"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2916\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2916"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2916"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2916"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}