Introduction

The Recording Journal Log report is an essential tool for contact centre supervisors who have 'System Access' authorisation. This report provides detailed logging information related to call recordings, whether they were made automatically via router configuration or manually by an agent or user. By analysing this report, supervisors can trace recording access and ensure compliance with recording policies.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Access Data

Time: The date and time when the recording was accessed.

By: The name of the user who accessed the recording.

Recording Data

Recording: The file name of the recording.

Note: Any note that the user or agent entered during the recording.

Call Data

Answer Time: The date and time when the recorded routed call was answered by the agent.

Router: The name of the router related to the recorded call.

Agent: The name of the agent who handled the recorded call.

Footer

Indicates the date and time when the report was generated.

Additional Information

The report is accessible only to supervisors with 'System Access' authorisation.

Use Case Example

A contact centre supervisor reviews the Recording Journal Log report to verify access to a sensitive customer call recording. The report shows that a particular agent accessed the recording two days after the call. The supervisor contacts the agent to clarify the reason for access and ensures that company policies are being followed.

Regularly analysing this report helps supervisors track who accessed recordings, investigate potential misuse, and maintain data security.

Conclusion

The Recording Journal Log report is vital for monitoring recording access and maintaining accountability. Supervisors should regularly review the report to ensure proper handling and access of call recordings.