We are creating a process to extract Call Recordings for Voice Analysis. Within the recording there are annotations for the various pause events. We are trying to match up the Pause Events with which Agent was active on the call, at that time.
However, when using the Recording Start Time and/or Conversation Start Time and then calculating the Start Time of the Offset it is not always lining up with the Agent Segments in the Conversation.
What start time is being used to calculate where a Pause Event occurs based on the Offset in the Annotation?
I have forwarded your question onto the development team responsible for handling call recordings. I will ping them later today if they have not responded to see if they have had a chance to look at it.
Thanks,
John Carnell
Manager, Developer Engagement
I just talked to the lead on the development team. It should be the recording start time, plus the offset. If that is not the behavior you are seeing, I would recommend that you open a ticket with our customer care group.