End recording with call instead of disposition

[smead]

Currently recordings continue until the call is dispositioned. This creates unnecessarily long recordings since there is a lot of follow up time after the call entering in notes. Also If an agent takes a break after a call this results in a very long recording for a call that lasted only a few seconds (I've found hour long recordings where there is nothing but background noise from the headset).

Can this be set to stop recording when the other line disconnects?

[mflorell]

Agents can enter in "Per Call Notes" in the disposition screen, at which point the recording has already ended. So this shouldn't be a problem unless you are entering "Call Notes" in some other way other than the Call Notes field.

[smead]

2 major problems with that method:

per call notes delete themselves after the following call
they cannot reference any prior communication when on the disposition screen

Maybe is there a way to disassociate the hangup feature from the disposition screen? Not sure how it was done but I saw a screenshot a while back where the hotkey dispositions were listed on the far right. Could the actual dispositions be listed there?

[mflorell]

No, per call notes never "delete themselves". They are viewable in the call log link that is right next to the Call Notes box, along with all call history for that lead. You are correct that that link is not present in the Dispo screen, but that would be very simple to add.

Hotkey dispositions are listed only when HotKeys is active and the mouse is over the hotkey button, and again it can't be done in the dispo screen.

[williamconley]

If you are using the QC Module to store audited comments (where the comment field is removed and stored in the QC comment log), then the agent MUST terminate the call After making the notes. This field is expected to be populated DURING the call with the client. Not "some time later". Perhaps at the immediate end of the call, in which case you SHOULD hear TYPING instead of silence, at the end of which the agent should hit the button to terminate the call and THEN take a break.

Alternately, you can use Per Call notes where the agent makes the notes After the call, but then the agent time will be associated with "dispo" instead of "on call" with that client. If these notes are considered part of the call (and should have been recorded during the call), this will not record the time properly. If, however, you want the time to show as "post-call" (during the "DEAD" time after the client has hung up), then the per call notes will do, but they will not appear in the QC module (unless someone pays to have the Per Call notes included in the QC display, which has been discussed).