Types of issues Capture Verification detects

Capture Verification evaluates recording, voice quality, and recording services data and lists any issues it detects under Issues.

For each issue, Capture Verification provides a severity based on:

Type of recording, voice quality, or recording services issue detected.
Capture Verification Service Level Indicator (SLI) configuration properties. Capture Verification SLI configuration properties define the results Capture Verification counts as Compliant, Not compliant, or Excluded.

Recording issues

Issue	Description	Severity
Recorder not configured	Capture Verification cannot locate information in the system configuration that indicates whether the call should or should not be recorded.	Issue severity depends on the Capture Verification configuration for Recorder not configured: If Not compliant, issue severity: Moderate If Excluded, issue severity: Minor
Not recorded	Call should have been recorded but was not recorded. Call segments for meetings show as Not recorded if any of the participants were not recorded as expected.	Critical
Recorded, CDR not found	Call successfully recorded but Capture Verification cannot locate the matching CDR for the recorded call. Because Capture Verification is able to verify that the call was recorded as expected but cannot locate the CDR, Capture Verification categorizes Recorded, CDR not found as Partially compliant.	Minor
Recorded in error, CDR found	Call should not have been recorded. Capture Verification located the CDR for the call.	Major
Recorded in error, CDR not found	Call should not have been recorded. Capture Verification cannot locate the matching CDR for the call.	Major
Recorded in error, partial call	Call should not have been recorded. Applies to call scenarios where the switch does not create CDR records for every segment of a call.	Major
Selective recording	The user recorded the call by selecting a record-on-demand feature from the handset. Capture Verification cannot locate information that determines whether the call should or should not have been recorded.	Issue severity depends on the Capture Verification configuration for Selective recording: If Not compliant, issue severity: Moderate If Excluded, issue severity: Minor
Bridge not configured	Applies to conference call segments that were not recorded, use a bridge identifier as one of the participants, and all participants are unconfigured within Workforce Engagement (WFE).	Issue severity depends on the Capture Verification configuration for Bridge not configured: If Not compliant, issue severity: Moderate If Excluded, issue severity: Minor

Voice quality issues

Issue	Description	Severity
Fair	Audio quality is low. The audio quality score is between 50 and 79%.	Issue severity depends on the Capture Verification Fair quality SLI configuration property: If Not compliant, issue severity: Moderate If Compliant, issue severity: Minor
Poor	Audio quality is poor. The audio quality score is less than 50%.	Major

Issue

Description

Severity

Fair

Audio quality is low.

The audio quality score is between 50 and 79%.

Issue severity depends on the Capture Verification Fair quality SLI configuration property:

If Not compliant, issue severity: Moderate
If Compliant, issue severity: Minor

Poor

Audio quality is poor.

The audio quality score is less than 50%.

Major

Services issues

Issue	Description	Severity
Not archived	Recording was not archived.	Issue severity depends on the Capture Verification SLI configuration for the Archived service: SLI target set, recording not archived: Major SLI target set, recording not archived, but the recording is associated with a Recorder not configured or Selective recording configured as Excluded: Minor No SLI target set, recording not archived: Minor
Not masked	Sensitive data was not masked.	Issue severity depends on the Capture Verification SLI configuration for the Sensitive data masked service: SLI target set, sensitive data not masked: Critical SLI target set, sensitive data not masked but the recording is associated with a Recorder not configured or Selective recording issue configured as Excluded: Minor No SLI target set, sensitive data not masked: Minor
Not transcribed	Recording was not transcribed.	Issue severity depends on the Capture Verification SLI configuration for the Transcribed service: SLI target set, recording not transcribed: Major SLI target set, recording not transcribed, but the recording is associated with a Recorder not configured or Selective recording issue configured as Excluded: Minor. No SLI target set, not transcribed: Minor The Not transcribed issue type is detected and visible on the Issues workspace even if the system is not licensed for the transcription service.
Screen not recorded	Screen was not recorded.	Issue severity depends on the Capture Verification SLI configuration for Screen recorded: SLI target set, screen not recorded: Critical SLI target set, screen not recorded for a call recorded in error: Major SLI target set, screen not recorded but the call is associated with a Recorder not configured or Selective recording issue configured as Excluded: Minor No SLI target set, screen not recorded: Minor The Screen not recorded issue type is detected and visible on the Issues workspace even if the system is not licensed for the screen recording service.