QM - 9.0.1

Sivanesan Rathinam · ‎09-16-2013

Hi All - We recently upgraded system fom 2.x - 9.0 and we ae facing ans isusue lik, able to hear Agent voice in Right hand speaker of the Headphone and customer voice in left hand speaker of the Headphone.

We tried with multiple headset’s and checked with multiple call recordings in multiple PC’S still the same.

Is there any option/setting needs to be change in WFM, please suggest.

SIVANESAN R

Sivanesan Rathinam · ‎09-21-2013

Hi All - Finally i came to know its default behavoiur in QM 9.0.1 and we cannot change this behavoiur.

It’s an added advantage which is introduce in QM 9.0.1, During talk over events, traditional mono audio introduces artifacts where the agent and the remote party overlap. This is a limitation of using a single audio channel which contains two streams. This can make it difficult, and sometimes impossible for an evaluator to determine what's being said during such events, depending on how many audio artifacts are introduced. By splitting the audio up into two different channels, we eliminate artifacts caused by multiple audio streams being put into a single channel.It’s an added advantage which is introduce in QM 9.0.1, During talk over events, traditional mono audio introduces artifacts where the agent and the remote party overlap. This is a limitation of using a single audio channel which contains two streams. This can make it difficult, and sometimes impossible for an evaluator to determine what's being said during such events, depending on how many audio artifacts are introduced. By splitting the audio up into two different channels, we eliminate artifacts caused by multiple audio streams being put into a single channel.

SIVANESAN R