Configure integration with the recorder

When the recording integration is enabled, survey verbatims are sent to the recorder. Customer Feedback sends the verbatims to the Central Ingestion Web Service (on the application servers), which locates and sends the verbatims to any recorder with an enabled Ingestion Web Service role.

The verbatims include both individual question comments as well as survey closing comments. Recorded verbatims are stored in the system as an interaction attached to the same contact as the original agent interaction for the phone call. Each verbatim interaction has an Interaction type of Feedback. These verbatim interactions are available for use in all downstream applications, such as QM and Speech Analytics.

If there is a Speech Analytics license, the recorded verbatims can be sent for transcription in Speech Analytics. For verbatims to be sent to the Speech Analytics application, you must configure a relevant transcription rule by using the Project Rules Manager.

Before you begin

Verify that your environment is configured with a Verint recorder that is enabled for audio ingestion.
Verify that the Customer Feedback application is configured to use the Recorder Integration Service (RIS).
If you want Speech Analytics categories to be used by Customer Feedback reports, configure integration with Speech Analytic categories.

Procedure

Click System Management > Customer Feedback > Settings.
In the left pane, select one of the following:

If you are configuring this integration for a tenant, select a tenant.
If you are not configuring this integration for a tenant, select System level.

In the Recorder Integration section, select Enable Recorder Integration.
Click Save.