The voice recordings are attached to individual call records in VRS. The user can either play or perform other operations for each call record. There can be two types of call records available in VRS.
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Single Leg Records
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Multiple Leg Records
Single Leg Record
A single-legged call record is a single call but has only one leg, and the record is displayed accordingly in VRS.
Multiple Leg Records
A multi-legged call record is a type of call that contains more than one leg. It is a single call but has multiple legs. In Media Recordings, multi-leg calls are grouped under a Multi-Leg Calls badge that shows the number of legs. Expanding the badge lists each leg so the user can play or download that segment. Some of the call leg types are as follows:
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Hold/Resume
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Direct Transfer
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Consult Call
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Consult Transfer
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Conference Call
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Supervisor Silent Monitor / Barge-in
Hold/Resume call
A simple hold/resume call is a call in which a customer calls an Agent. When the call is active, the Agent holds the call.
Then it retrieves the call. This process creates two call sessions: the session before the agent holds the call and the session after the call is resumed. In this case, 2 legs are made.
Direct Transfer
In this case, a customer calls an Agent. The agent, after receiving the call, then directly transfers the call to the second agent. This is done without any consultation with the second agent.
In this case, 2 legs are made.
Consult Call
In the case of a simple Consult Call scenario, a customer calls an Agent. The agent receives the call, talks to the customer for a while, and then consults with another Agent, putting the customer on hold. After consulting for a while, the first agent ends the call with the second agent and then resumes the call with the customer before ending the call.
In this case, 4 legs are made.
Consult Transfer
In the case of a simple Consult Transfer scenario, a customer calls an Agent and talks to them for a while. The agent then makes a consult call to another agent, putting the customer on hold. After the conversation, the first agent transfers the call to the second agent and leaves the call. Now the second agent and customer talk to each other before ending the call.
In this case, 4 legs are made.
Conference Call
In a conference call, a customer calls an Agent and talks. This agent makes a consult call to another agent, putting the customer on hold. After talking to the second agent, the first agent initiates a conference call so that all three participants are in the call. How the conference ends determines the number of legs recorded in VRS.
Case 1: One agent leaves; the other agent and customer remain
After the conference is established, one agent leaves. The remaining agent and the customer continue the call, and then one of them leaves to end the call.
In this case, 4 legs are made.
Case 2: Customer leaves; both agents remain
After the conference is established, the customer leaves while Agent 1 and Agent 2 remain on the call. Then one of the agents leaves to end the call.
In this case, 5 legs are made.
Supervisor Silent Monitor / Barge-in
Supervisor monitoring scenarios are also recorded as multi-leg calls in VRS. A supervisor can silently monitor an active agent–customer call, or barge in to join the conversation. Each case produces a different number of legs.
Case 1: Silent Monitor
The customer (C1) and agent (A1) are on an active call. A supervisor silently monitors the call and does not barge in. The supervisor can hear the conversation but does not speak on the call.
In this case, 2 legs are made.
Case 2: Barge-in
The customer (C1) and agent (A1) are on an active call. The supervisor first monitors the call and then barges in to join the conversation with the agent and customer. When the supervisor leaves or the call ends, the remaining participants continue until the call is completed.
In this case, 4 legs are made.