Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring a Common IVR/ Querying Flow Transfer Records
Updated on 2024-10-12 GMT+08:00
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Querying Flow Transfer Records

A customer initiates a voice call to an agent. The call is transferred to a third party after a self-service flow is triggered. After the customer is in a call with the third party, the recording is enabled during call. The customer can query the flow transfer record and download the recording to resolve problems.

Prerequisites

  • The following configuration has been completed for the self-service flow:

    The Transfer diagram element has been configured, Transfer Configuration has been set to Transfer To Third Party, and Recording has been selected.

  • The agent must:
    • Have the Process Transfer Record menu permission.
    • Have the Play Recording Online and Recording Download operation permissions.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Contact History > Transfer Record.

    By default, all flow transfer records of the current tenant are displayed in the list. The records are stored for 90 days by default.

  2. Select a flow transfer record and click Download or Play in the Recording file column to obtain the recording file.

    The downloaded recording file contains personal data. Exercise caution when processing the exported file to prevent personal data leakage and abuse.

    The playback and download functions are available only for the current drive letter. For example, if the current drive letter is Y and the drive letter is switched from Y to Z, playback and download will fail. To play and download historical files properly, switch the drive letter from Z back to Y.