Glossary
Dual-channel recording
Dual-channel recording saves the agent's voice and the customer's voice on two separate tracks. That way you can tell who said what, even when both people talk at once. Without dual-channel recording, speech analytics can't reliably evaluate an agent's work.
Why it mattersOtherwise the software can't tell whose words it heard and will score the agent wrong.
Also called: Stereo call recording, Two-channel recording, Split-channel recording
Benefits
Why dual-channel recording matters
- You can see who spoke: the agent or the customer
- Speech recognition doesn't get confused when people interrupt each other
- You can check separately whether the agent said the required phrases
- You can measure how long each side talked
Difference
How it differs from a regular recording
In a regular recording, both voices are mixed into one track. That's easy for a person to listen to but hard for software: when two people talk at once, the words overlap and the system can't tell whose they are.
Comparison
Single-track or dual-channel
In CONTACT.WORK
How it works in CONTACT.WORK
Along with the combined recording, the platform automatically saves the agent's and the customer's voices separately. Without this, CONTACT.WORK speech analytics doesn't score calls. For on-premises installs, the recording archive goes on a separate disk – 1,000 hours with separate tracks take up about 90 GB.
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Where to use it
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Glossary