Option to start outbound call recording when customer answers the call
The customer wants the call recording to start only after the client answers the call (i.e., when the call is connected/picked up) and end when the call is terminated.
Current Behavior (Problem): Records for 60 seconds (30 seconds ringing + 30 seconds talking).
Desired Behavior (Feature): Records for only 30 seconds (the actual conversation time)
Nicole
shared this idea
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Cristian
commented
I agree. Please implement this functionality as we really don't have a realistic tracking of each call center on how much they are actual talking with the Leads/ Contacts.
This duration inflates both the recorded duration and the analytics around talk time, which is misleading.
Call duration should reflect actual customer-agent interaction, not ring time.
This improves the accuracy of KPIs like average talk time, handle time, and agent productivity.
Businesses can make better workforce management decisions based on real data.