Interaction Recorder

This section describes enhancements to Interaction Recorder in CIC 2016 R1.

Failed Recording - Application Log Error Warning

Interaction Recorder tracks unsuccessful recording attempts, however all recording media types are reflected in the same unsuccessful recording statistic. Notifications in the application log now provide a warning to users so that they can see failed recording attempts by media type (call, screen, email, and chat), and immediately take action on them if necessary.

Audio recording requirements can carry heavy penalties and SLAs for certain customers, while unsuccessful recording of other media types such as screen, email and chat are typically less critical. The General tab within the app logs specifies the media type of the recording.

Example of Application Log View for Failed Call Recording

 Application Log View