Verint Call Recording and QM

[Stinney]

We're looking to upgrade our call recording system to the latest Verint system.

We're being told that the system is a 100% audio call recording or nothing. We can setup what percent of screen recordings we want to capture, but not audio.

Does anyone have a current Verint system and can you set up rule to record only a percentage of audio?

- 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"

 

[mimeryme]

I work with Verint's Impact360 v11.1 and our system is configured for 100% audio recording. The setting does allow configurations lower than 100% for audio recording though we never tried this due to compliance requirements; we keep it at 100%. Our setup is using service observe feature to record IP .

Perhaps, there may be a limitation with Verint's implementation for recording with your phone system?

 

[Stinney]

Is it company wide that you have to change the recording percentages, or could you set up groups and only apply the different percentage to that group?

- 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"