Call Cabinet - Test Results

Call Cabinet is a revolutionary, cloud-native compliance call recording solution that leverages next-gen AI and specialized machine learning to deliver unparalleled business intelligence in real-time. For more information about Call Cabinet and its innovative solutions, you can visit the Call Cabinet website.

Test Period

In June 2024, a series of tests were conducted to evaluate the performance and capabilities of Call Cabinet in combination with AnywhereNow Infinity. These tests aimed to assess the effectiveness, reliability, and compliance features of the solution.

Test Results Summary

When using Teams Compliance Call Recording from Call Cabinet in combination with Dialogue Cloud Infinity, there are some key differences between the behavior when using the Microsoft Teams client and using the AnywhereNow WebAgent.

Recording consent message

When a recording is started because one or more participants have a recording policy assigned, all participants of the dialogue will be informed about the fact that the dialogue is recorded. External users (e.g. a Customer dialing the contact center using its mobile phone) will hear an audio message indicating the dialogue is recorded. The way the Agent is informed when a recording starts depends on the client used to handle the dialogue.

• Microsoft Teams Client:

  A recording consent message will show-up.

• AnywhereNow WebAgent:

  Currently, the recording consent message is not displayed, because the event received from Microsoft is not yet processed.

Put a dialogue on hold

When the Agent is looking up additional information to service the Customer, the Agent might decide to put the dialogue on hold. If a dialogue is put on hold the recording is not paused (i.e. the recording will have the same length as the dialogue), though the audio that is captured in the recording will be different based on the client used to put the dialogue on hold.

• Microsoft Teams Client:

  While the dialogue is on hold, no audio is captured in the recording.

• AnywhereNow WebAgent:

  AnywhereNow only puts the Customer on hold, as such the audio of the Customer is not captured in the recording. However, the audio of the Agent is captured in the recording, this might be especially useful considering consultative transfers.

Transferring a dialogue

When a dialogue is recorded on behalf of the Agent and the Agent initiates a consultative transfer to a Subject Matter Expert successfully, the outcome of the recording will be different depending on the client used by the Agent.

• Microsoft Teams Client:

  Every unique combination of participants involving the Agent results in a separate recording. As such, there will be two separate recordings for this dialogue:

  • A recording capturing the conversation between the Customer and the Agent (while the dialogue is on hold, no audio is captured); and

  • Another recording capturing the conversation between the Consultee and the Agent.

• AnywhereNow WebAgent:

  When using the AnywhereNow WebAgent, there is a single recording created for this dialogue, including:

  • The initial conversation between the Customer and the Agent;

  • The Agent alone while inviting the Consultee; and

  • The conversation between the Agent and the Consultee.

More examples and the corresponding output per client can be found in the complete test results.

Updating the recording consent message

When a dialogue is recorded on behalf of the Agent and this dialogue is transferred successfully to another user that does not require recording, it depends on the client used by the Agent whether the Customer is informed about the fact that the recording stopped.

• Microsoft Teams Client:

  The Customer is not informed that the recording stopped, because the transfer results in a new dialogue that never had recording enabled in the first place.

• AnywhereNow WebAgent:

  The Customer is informed that the recording for this dialogue stopped, because the recording state for this dialogue changed. If the Customer called the contact center using its Microsoft Teams client the recording consent message will be updated, if the Customer used its mobile phone to call the contact center an audio message is played.

Multiple participants requiring recording

When both the Customer calling the contact center and the Agent handling the dialogue require that the dialogue is recorded, and the Agent initiates a consultative transfer to a Subject Matter Expert that also requires recording, there are three participants that require recording. The number of recordings for this dialogue will be different depending on the client used by the Agent to handle this dialogue.

• Microsoft Teams Client:

  When the Agent uses the Microsoft Teams Client to answer the dialogue and transfer it accordingly, a total of 6 recordings will be generated:

  • Two recordings on behalf of the Customer:

    • A recording capturing the conversation between the Customer and the Agent (while the dialogue is on hold, no audio is captured); and

    • Another recording capturing the conversation between the Customer and the Subject Matter Expert (starting from the moment the transfer completed successfully).

  • Two recordings on behalf of the Agent:

    • A recording capturing the conversation between the Customer and the Agent (while the dialogue is on hold, no audio is captured); and

    • Another recording capturing the conversation between the Agent and the Subject Matter Expert (starting from the moment the Subject Matter Expert answered the dialogue).

  • Two recordings on behalf of the Subject Matter Expert:

    • A recording capturing the conversation between the Agent and the Subject Matter Expert (starting from the moment the Subject Matter Expert answered the dialogue); and

    • Another recording capturing the conversation between the Customer and the Subject Matter Expert (starting from the moment the transfer completed successfully).

• AnywhereNow WebAgent

  Please note, that the Microsoft Compliance Call Recording API has a limit of sending only two audio streams for recording purposes per dialogue, as such Call Cabinet will generate a maximum of two recordings per dialogue also (based on a first come first serve basis).

  When using the AnywhereNow WebAgent, all three participants (i.e. the Customer, the Agent and the Subject Matter Expert) are in the same dialogue, as such only two recordings will be generated:

  • A recording on behalf of the Customer, capturing the conversation between the Customer and the Agent, the conversation between the Agent and the Subject Matter Expert (the Customer is not captured in this section of the recording), and the conversation between the Customer and the Subject Matter Expert.

  • Another recording on behalf of the Agent, containing the exact same audio.

Due to the limitation of the Microsoft Compliance Call Recording API, there will not be a separate recording on behalf of the Subject Matter Expert (because the first two participants are assigned the respective streams being collected by Call Cabinet).