In the UNIVERGE BLUE® ENGAGE platform, interactions between agents and customers are recorded. Read the articles below to learn how to search, listen/read and download recordings of each category. Recordings are divided into the following categories:
- Voice: Recordings captured from Queued Incoming Calls, Direct Transfers, and/or Outgoing Calls
- Emails: Email headers captured from agent/customer email exchanges
- Chats: Transcripts captured from agent/customer chat interactions
- Voicemails: Recordings captured from customers leaving voicemails in lieu of waiting in the queue>
- Video: Recordings of the agent's screen
The recordings will be kept for the period of time indicated on the General Settings page. To disable recordings, contact your service provider.
Click the links below to learn how to:
Search for a Recording
To search for recordings, navigate to Analysis > Recordings.
Next, choose the category you wish to review.
To get the details about search parameters, read a corresponding article above.
Change the Recordings Retention Period
By default, recordings are stored for 30 days.
To Change the Period:
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Navigate to Control Panel > Services > UNIVERGE BLUE® ENGAGE > Subscriptions.
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Follow the instructions to update the retention period for recordings.
To review or change the retention period, navigate to Configure > Global Settings > General and click the click here text in the Recordings period section.
Fill in the form, stating what is the desired recordings retention time period for you. Also, fill in the Email and/or Phone fields so we can let you know when the change is implemented.
For more information, please refer to the following articles: