quality-assurance
8 posts.
How to Set Up Live Audio Monitoring in VICIdial
Listen to live agent calls from the Real-Time report. Pick a monitor mode, enter the phone you'll listen from, and click an agent's LISTEN link.
Read postMONITOR vs BARGE vs WHISPER in VICIdial Explained
Three monitor modes, three audiences. Learn when to use MONITOR to listen, BARGE to join both sides, and WHISPER to coach the agent only.
Read postRankMiner voice analytics explained (and why it's gone)
RankMiner analyzed VICIdial call recordings to score leads and flag agent behavior. The company shut down in September 2020 — here's what it did and what to consider instead.
Read postTranscription options for VICIdial recordings
VICIdial does not ship a built-in transcription engine, but its audio files work with any external STT platform. Here's how transcription fits into the recording pipeline.
Read postWhat the CallMiner integration adds to VICIdial recordings
CallMiner Record builds on ORECX OREKA to add SIP-level audio capture and agent screen recording. Here's what that integration layer actually delivers.
Read postStereo call recording explained: agent left, customer right
Stereo recording puts the customer on the right channel and the agent on the left, so each voice lives on its own side of the file. Here is what that buys you and how it differs from the standard mono recording.
Read postHow VICIdial call recording actually works
A full walkthrough of VICIdial call recording: the four campaign modes, where files land on disk, delay and filename controls, agent mute and start-stop, PCI DTMF muting, and stereo.
Read postWhy recording the customer and agent on separate channels helps QA
Splitting the agent and customer onto their own channels turns a single muddy track into two clean ones. Here is why that small change makes quality review faster and more accurate.
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