Purpose
The purpose of this article is to provide information to Outreach Admins about configuring one-sided call recording for Kaia Voice users and to provide information to Outreach Users on the one-sided recording experience for Kaia Voice calls they conduct. One-sided call recording is a way to record only the seller side of a Kaia Voice call and not record the buyer side of the call.
Intended Audience
- Outreach Admin
- Outreach User
Notes:
- One-sided call recording is available during Kaia Voice calls only.
- One-sided calls receive real time transcription during the call of both the buyer and seller, just like two-sided recorded calls. The transcript and audio of the buyer is not saved, only the seller.
- Live content cards remain available during one-sided recorded calls and can be triggered by either the buyer or seller speaking, just like two-sided recorded calls.
- One-sided call recording retains accurate talk time metrics for the buyer and seller.
- Bookmarks and quoting remain available for the seller utterances during the call. Bookmarks and quoting of buyer utterances is disabled.
- Action items are automatically identified from the seller speaking, not the buyer.
- Topics and key moments are not available for one-sided calls.
What is the feature?
- One-sided call recording is another mechanism that organizations can use to achieve their compliance goals by recording only the seller side of Kaia Voice calls. In one-sided recording mode, Kaia retains valuable features including real-time transcription, live content cards, and more.
- When one-sided recording is enabled, calls placed to/from area and country codes configured in the restricted call recording areas can be one-sided recorded rather than recording disabled entirely for these calls.
- One-sided call recording is a user profile setting configured by administrators.
- One-sided call recordings retain the following Kaia features:
- Live content cards triggered from either buyer or seller speaking
- Live meeting transcript of both buyer and seller
- One-sided call recordings have the following changes in behavior:
- Post-meeting transcript and audio recording only contains seller, rather than both buyer and seller
- Buyer quotes cannot be saved or bookmarked
- Buyer speaking cannot create action items, only the seller speaking
- Topics and key moments are not available for one-sided calls
Key functions of the feature:
- One-sided call recording is another mechanism that organizations can use to achieve their compliance goals by recording only the seller side of Kaia Voice calls.
How to add, install, access:
Administrator configuration of one-sided call recording
- To configure restricted call recording areas, navigate to Admin Settings -> Org info -> Voice tab -> Restricted call recording areas. These area/country codes will have recording disabled, except for user profiles that have one-sided recording enabled (Learn more).
- To configure one-sided call recording for Kaia Voice calls on certain user profiles, navigate to Admin Settings -> Profile -> Specific Profile. Scroll down to Kaia Recording options section -> One-sided recording, and select ‘On’ from the drop-down picker.
User access
- Users that have one-sided recording configured, when they record a call to/from a restricted area, they will see an indicator during the Kaia Voice call indicating that the call is recorded as one-sided. Recorded calls to/from unrestricted areas remain two-sided recordings. Users that do not have one-sided recording enabled for their profile will be unable to record calls to/from restricted areas.
- Live calling experience for a one-sided call:
- One-sided calls receive real time transcription during the call, just like two-sided recorded calls. The transcript and audio of the buyer is not saved, only the seller.
- Live content cards remain available during one-sided recorded calls and can be triggered by either the buyer or seller speaking, just like two-sided recorded calls.
- Bookmarks and quoting remain available for the seller utterances during the call. Bookmarks and quoting of buyer utterances is disabled.
- Action items are automatically identified from the seller speaking, not the buyer.
- When playing back a one-sided call recording, a tag is shown on the top of the call recording page that indicates the call is a one-sided recording. The buyer portion of the transcript and recording will be empty, and the buyer will not appear in the speaker duration list.
- Topics and key moments are not available for one-sided calls; talk time metrics for the buyer and seller remain accurate for one-sided calls.