Dual Channel Recordings

Dual channel recording allows you to obtain a stereo recording of your call with two distinct channels, one per party in the conversation: Channel A for the contact and Channel B for the agent. When played over stereo speakers, the left speaker becomes Channel A and the right speaker becomes Channel B. This can allow your organization to save time when analyzing call recordings by only focusing on one party at a time.

As your call volume grows, listening back to calls and analyzing your customer’s sentiment manually for quality assurance purposes can become a strenuous task; moreover, you may need an easier way to pick out the two parties on a call. With each party’s audio separated into its own track using dual channel, you can more easily automate actions such as transcription and topic analysis, as well as automated scoring for quality assurance purposes.

We recommend exploring Talkdesk Customer Experience Analytics (inclusive of Talkdesk Interaction Analytics™  and Talkdesk QM Assist™)  to use Artificial Intelligence and gain deeper insight into the key conversation drivers of your interactions, identify automation opportunities through self-service or agent assistance, while also streamlining the quality management process to boost CX.

 

How to Disable Dual Channel Recordings

By default, the dual channel recordings feature is enabled for all new accounts, however, if you still prefer to listen to your call recordings in one single mono channel, please follow the instructions below.

Important Note: Disabling dual-channel recordings will stop post-call transcriptions (based on call recordings) and cease your Customer Experience Analytics product from functioning to its full potential, as transcriptions won’t be made as per change date and still billed as they are processed but not used due to clashing format. Digital channel data or Virtual Agents won’t be affected and data will flow normally.

  • Go to the Admin app.
  • Click the Preferences tab [1].
  • Scroll down to "Dual Channel Recordings" [2].
  • Switch the toggle to the left (OFF position) [3].
  • Click Save to apply your changes [4].
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