Introduction

The “Enable stereo recording on agent for this call” component allows calls handled by an agent to be recorded in stereo format, separating the voices of the two parties in the conversation:

• One audio channel for the agent's voice.
• Another audio channel for the customer's voice.

This facilitates auditing tasks, quality analysis, or subsequent use in voice analytics tools.

The component is found in the Basics group, is only available for Voice-type routing points, and does not have a configuration panel.

Keep in mind that using this component has an additional cost for your operation.

Configuration

Place it on the path that the call will follow before reaching the agent. When double-clicking on the component, you will not find any fields to configure; its mere presence on the path is sufficient to activate stereo recording.

Important: This component must be placed before any component that delivers the call to an agent or skill (for example, “Transfer skill”). If placed after, the call will not be recorded in stereo.