As customers engage with the platform through your voice channel, CCaaS provides you the ability to record conversation and transcribe those conversations. Rules around recording and storage of transcripts vary based on customer type and location, so you may need to give customers the chance to opt in or out. The resource manager configurations provide options for these types of scenarios.
\nThe entire architecture is modeled as a workflow. The workflow execution engine at its heart manages the flow of voice data among different workers for processing. Communication between the workflow and the workers is asynchronous, and it’s performed reliably over the platform eventing framework.
\nA worker is a service that processes or performs a single task such as recording, transcription, or redaction. You may write your own worker if you’d like.
\nAll voice conversation recordings are stored in the platform as a sub-resource to the conversation resource. Each voice conversation can have multiple legs, which can be accessed via API end points exposed by the resource manager or through the Analytics interface in Console.
\nThere are two places to access voice records: Resource Manager (RM) and VAP Analytics Console.\nAccessing via Resource Manager endpoints: Use RM to fetch a list of all recordings for a conversation. Refer to GET recording list request for the full schema of the recording list request/response. You may also fetch a particular recording for a conversation; refer to GET recording by id request for the full schema of the recording request/response.
\nAccessing via VAP Analytics Console playback: Supervisors and quality analysts have access to the analytics console. These users can access and play back voice conversations with an audio player embedded in the console. The Analytics Console can be accessed through the VAP Console. Analytics and Reporting can also be accessed via the Conversation Platform Console.
\nFirst, click the Reporting card as seen below.
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