Exported media format

The format of the exported interaction data depends on the settings defined in the rule.

In the rule, you can select which media types to include in the export, and for audio and screen recordings, you can select the format in which to export the files.

If Audio is selected, you can export the files in one of the following formats:

  • WAV: Export in the recorded WAV format.

  • G.711/WAV: Convert and export in G.711/WAV format.

  • AAC/MP4: Convert and export in AAC/MP4 format.

When the files are exported, the audio is separated into two channels:

  • Left channel (channel 0): This contains the agent side voice.

  • Right channel (channel 1): This contains the external parties' voice.

This separation is based on the system correctly identifying each side of the voice during the recording process.

Also note that in the trunk side capture solutions, the left channel (agent's voice) will contain a mix of all internal parties' voices (for example, all agents).

If Screen is selected, you can export the files in one of the following formats:

  • As recorded: Export in the format used to capture the screen activity.

  • As recorded combined with Audio (AVI): Combine screen and audio media and export in AVI format.

  • Portable combined with Audio (AAC + H.264/MP4): Combine audio and screen into a portable MP4 format (AAC audio and H.264/MP4 video).

  • Portable (H.264/MP4): Export screen (H.264/MP4) to a portable MP4 format.

Other media types are exported as follows:

  • Video: As recorded in MP4 format

  • Share: As recorded in MP4 format

  • Text: Exported in CIV format

  • Attachments: Exported as is