Symptom / Need

I need to record calls in stereo, separating the agent and customer audio into separate channels. I want to know how to configure this feature, both generally for the entire operation and specifically for a particular workflow.

Context / Scenarios

Stereo recording is an advanced feature that allows for greater clarity in the analysis of call recordings. By separating the agent and customer voices into separate audio channels, transcription, voice analysis, and quality monitoring are facilitated, as the voices are not mixed.

Wolkvox promotes this feature, especially for first contacts, which is aligned with best practices in the contact center industry. However, the system also allows this condition to be maintained for transferred calls, as long as the transfer is managed through a routing point that restores the stereo recording condition.

There are two methods to activate this functionality:

General Enable: To enable stereo recording for the entire operation by default.

Flow Trigger: To be applied selectively at specific routing points, especially before handovers.

Usage scenarios

• Interaction Analysis: Analyze the quality of the agent's speech and the customer's responses independently.
• Quality Monitoring: Evaluate the agent's voice without interference from the customer's voice, and vice versa.
• Interruption Detection: Identify when the agent or customer interrupts each other with greater accuracy.
• Transcription and AI : Facilitate transcription and sentiment analysis by AI tools, which can process each channel separately.

Answer (Solution / Recommendation)

There are two ways to enable stereo call recording in wolkvox Manager:

Option 1: General Activation from Settings

This method enables stereo recording for the entire operation by default.

1. Access the Settings Menu:
   1. In the top right corner, click the "Settings" (gear) icon.
2. Go to the "General" Tab:
   1. In the settings window, select the "General" tab.
3. Activate Stereo Recording:
   1. Check the "Enable stereo recording" checkbox.
4. Save Changes:
   1. Click the "Save Settings" button to apply the changes to your entire operation.

Option 2: Flow Activation through a Routing Point

This method is useful for enabling stereo recording on specific calls, especially in flows that handle handoffs.

1. Access Wolkvox Studio.
   • Open the "voice" routing point on which you want to configure recording.
2. Adding the Stereo Recording Component:
   • From the components menu, drag and drop the component named "Enable stereo recording on agent for this call" into the flow.
   • This component must be placed before any transfer to a skill or agent. If it is placed after a component that has already transferred the call, it will not work correctly.