Uptivity provides several different methods of recording interactions, which helps your organization with quality management, and helps you improve your performance as an agent. There are many aspects to recording, and every organization uses different recording features in Uptivity. Recording is involved in:
- Live monitoring—Enables authorized users (such as supervisors) to listen to calls, view desktop activity, or both, in near-real time.
- Recording desktop (screen) activity—Records the activity on user desktops.
- Audio recording—Records the audio portion of interactions.
- On-demand recording—Gives you the ability to record the audio portion of interactions and to start or stop blackouts to protect sensitive information.
Some of these features might not be used by your organization, depending on how your organization implements Uptivity recording.
You can view recorded interactions on the Interactions List page. Each Uptivity user only sees the recordings that they have permissions to view. From this page, you can play recordings and perform other tasks with them, such as viewing completed evaluations, exporting recordings, or assigning recordings to categories. The tasks available to you depends on your user permissions and how Uptivity is configured in your organization.
