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Call Recordings in Stereo
Answered
Posted Sep 16, 2022
It would be great to be able to get the call recordings that happen in Zendesk Talk/Voice as Stereo recording instead of in Mono.
We want to be able to use Analytics solutions on our recordings and they require stereo so they can split the audio between agent and customer.
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6 comments
Official
Sean Chuang
May 30, 2023 Update
Hello, thank you for your question and interest. The ability to review call recording transcripts, in the proper data structure (i.e., agent vs caller), is currently scheduled to be delivered in Q4 2023. Additional features that builds upon the transcript is currently being prioritised. Thanks for your patience.
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Hello,
Thank you for the comment Tyler. You are correct in that we only offer voicemail recordings in mono. We do have dual channel on the roadmap. When we have the date, we will be sure to let you know.
Thanks,
Sean
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Dave Dyson
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Tyler Noble
Stereo = dual input source. phone calls are ALL mono (single mic source)
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Jack P.
Hi @..., I was wondering if there is an update to the timeline to have the audio signal split into a dual input source. We are looking to have a transcription service differentiate between the agent and the customer, however, this is very difficult with a mono format.
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Shruthi Vasudevan
Hi Team Zendesk,
We are looking for the dual channel mode on the audio in ZD so that we can use the transcription service for our quality analysis. It will be great to have this feature go live at the earliest. It is too much of manual duplication with the mono format.
Appreciate your time and effort.
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Amie Brennan
hey @... Is there any update on when this wil be released? It makes it 10x harder for Admins and team leaders to QA calls without stereo recordings.
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