Interaction Recorder and Interaction Screen Recorder

Interaction Recorder is an application for managing phone calls, emails, faxes, screen recordings, and Web chats recorded within CIC. Interaction Recorder compresses, archives, and manages the attributes for each recording, allowing you to quickly sort and manage large numbers of recordings. A major feature of Interaction Recorder is the ability to organize and manage these recorded calls for training, quality assurance, legal purposes, etc.

Interaction Screen Recorder is an Interaction Recorder feature, requiring separate Interaction Screen Recorder licensing. Interaction Screen Recorder adds screen recording capability, assisting contact center managers and supervisors in improving their contact center's productivity and assessing agents' skills. Synchronizing the audio recording of an agent with the workstation activity, screen recording provides a complete management tool for contact center supervisors.

The supporting files for the Interaction Recorder and Interaction Screen Recorder components are automatically installed with the CIC server, IC Business Manager Applications, and IC User Applications installs.

For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Technical Reference in the PureConnect Documentation Library.

Important : The My Quality Results view in Interaction Connect requires that you use HTTPS certificates signed by a third-party certificate authority for the:

- CIC server and any associated Interaction Recorder Remote Content Service servers.
- Proxies forwarding traffic by HTTPS.

If you do not use an HTTPS certificate signed by a third-party certificate authority, a user can encounter a certificate warning from a web browser that requires the user to accept or bypass the warning to view playback recordings. For more information, see the following documents in the PureConnect Documentation Library:

- "Create Signing Requests and Import Third-Party Signed Certificate" in the PureConnect Installation and Configuration Guide.
-" Create an HTTPS certificate signed by a Certificate Authority for viewing playback recordings" in the Interaction Recorder Remote Content Service Installation and Configuration Guide.