After Call Screen recording keeps going after new call received

[Stinney]

I believe the new Avaya WFO uses the Verint/Witness call recording as it's QM recorded, so I'm hoping someone here might be able to help.

We're about to launch call recording using Avaya WFO and one of our rules says to record screen 120 seconds after the call ends. The screen recording continues like it should, but does not stop if the agent takes another ACD call. It continues to record the original screen capture from the after call work and initiates an additional screen capture for the new call.

Any thoughts?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[effort1584]

Per the QM guide:

Call Follow-up Timer. Type the amount of time to continue recording the
agent’s screen data when a call ends so that the follow-up work performed by the
agent can be recorded. The after call recording ends when the timer expires or
when another call is received or placed at the agent’s workspace, or when the
agent logs off or signals ready to receive another call, whichever event occurs
first.

If the Recording Control Engine is scripted to have after call work
events in a Quality Monitoring with Full time Recording integrated
environment, set the timer to 0 to avoid creating two follow-up
video recordings.

 

[Stinney]

Yeah, unfortunately, they broke it in Avaya WFO. Both Avaya and Verint are saying it's working as designed for an Avaya WFO v12 deployment.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"