Imagicle Compliancy Call and Screen Recording AI Insights is an add-on of Imagicle AI Contact Center which provides agents' conversations recording, with optional screen activities capture.
Several AI-based features are included in such license, and you can find plenty of details in the Imagicle Knowledge Base. See below table:
See also: AI Contact Center Workflows and Architectures for how recording and AI Insights fit into the post-call analytics flow.
Before configuring: where the recordings interface lives (UCX Suite vs UCXP) depends on the platform and capture method — see Call Recording interface: where it lives depends on the platform in Key concepts. AI features covered by this page are only available through the UCXP interface, so recordings must be uploaded to the Imagicle cloud regardless of deployment model.
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Feature Description |
Configurations to apply |
KB Article links |
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Recording Dashboards |
Statistic data and trends on recorded conversations volumes, Sentiment Analysis trends. |
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Call and Screen Recording's search & playback panel. |
Allows to access recordings list for a specific time frame, filtered by user(s), Sentiment, keywords and others. Embedded call/screen recording player for simultaneous playback. |
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Alarms management |
Create alarms related to overall conversation Sentiment and/or specific keywords/sentences. |
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Recording groups |
Create recording groups and assign relevant supervisors which are monitoring agents' performances. |
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Evaluation surveys |
Supervisors can create evaluation surveys, with the ultimate goal of assigning an agent score to each recorded transaction. |
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Various general and AI-based recording settings. |
Apply retention period, legal hold, recording scopes and policies. Enable AI-based feature like AI Agent score, PII Redaction, Summary & Topics |
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Recording Gadget for Webex and MS-Teams clients |
Access to recorded conversations from Webex Desktop and MS-Teams clients, with playback feature. |
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Recording REST APIs |
Several APIs available, for the integration with 3rd party applications. |