Accessing Specific Data from Individual Interactions

Each SmartVideo record contains specific information about the individual interaction. These details can be fetched and displayed by clicking the Info button as illustrated below

Detailed call data is grouped into 3 categories:

Call Information – presenting basic call information such as call id, type of call, start time, call duration, etc. 

Caller session data – Information about the type of caller, reason to end the call, user agent information, and IP address. Note that the IP address is not caller’s actual IP address. We only collect the IP address of the AWS edge location that has been used to route caller traffic through

Callee session data – Information about the type of callee, reason to end the call, user agent information, and IP address. Note that the IP address is not callee’s actual IP address. We only collect the IP address of the AWS edge location that has been used to route callee traffic through.

Call Recording Information – This information is available only if recording is available within your organization. This section provides visibility into type of recording, state of recording, start, end, and duration of call. It also provides the name and type of the video file.

To get an access to the corresponding recording, the “Get Recording URL” button needs to be clicked. This action will generate time-limited and one-time usage URL to access to the video file within the next 15 seconds.  After 15 seconds the link will be invalidated, and a new URL needs to be generated in order to get an access to the recording. If the generated URL is used it will be immediately invalidated and cannot be used for a second time. The supervisors will have access to the opened recording for 24 hours, provided that browser session is not terminated.