Open Forum

I am listening to recordings in the Admin dashboard, and I can hear various issues from one particular agent (tin-like, echo-ey, cutting out, muffled). 

My question...if agents do a local recording of calls, will that give an accurate recording of what the incoming caller hears? Will it include any network issues, or is the recording made locally on the agent's PC?

Good day, Michael, if you have any concerns surrounding call quality that might impact  your customers experience, please do raise a support case. The symptom looks to be localized to one agent, so lets get that investigated.  

Hi Michael

Completely agree with David's comments and endorse them.

Just a general point about recording - having calls recorded in the cloud, centrally on the platform is generally the best policy.  It's much easier to control elective recording (where users start/stop or pause/resume recording).  Doing recording locally puts more risk into the recording as you're now reliant on an individual client device with little real-time monitoring, compared with a centralised platform with monitoring, 24x7 network operations center and failover.  You also don't have the bandwidth overhead to transport the audio back into the cloud to centralise it.

Thanks for posting and contributing to our community!

Kind regards

Glen