View multi-part calls
MiaRec automatically recognizes multiple call parts of longer interaction, for example, when call has been transferred from one agent to another or when call has been put on hold, the agent made a consultative call to his/her supervisor and then resumed the initial call.
Note, this feature is available only for Cisco active recording method
When call is a part of longer interaction, then a special icon is displayed in a calls list as well as a link to interaction web-page.
Visualization of multi-part calls
Multi-part calls are stored internally as multiple calls, but they are displayed to user as a single audio file. This allows to easily playback the whole interaction in one click.
Supported call scenarios
MiaRec merges multiple call parts into a single interaction in the following call scenarios:
- Inbound call is transferred from one agent to another. In this case both call parts will be added to interaction.
- Agent puts on hold the first calls, then makes an outbound consultative call and then returns to the original call. In this case all 3 calls will be added to the interaction.
- Agent has an active call at the moment and he/she receives the second incoming call. Agent places the first call on hold and answers the new call. Then agent returns to the original call. In this scenario an incoming call between hold/resume event is treated as outside of interaction. Only the 1st and the 3rd call parts will be added to the interaction. The 2nd call (incoming) is treated as a out of interaction.