Features Overview

The table below lists and describes the Interaction Insights features.

Feature

Details

Quick Start

User-friendly Onboarding wizard that lets you do the following:

■ Click to consent for all connections to your M365 platform.
■ Automation script for creating Recording and Access profiles.

Compliance Recording Policy

Create recording policies for the users in the recording group on the customer’s Azure tenant.

Role and permission-based access control

 Role-based Single-Sign On access control based on Interaction Insights roles: Sysadmin, Service Provider, Channel and Customer operator.

Full time recording

Full-time audio recording

Record on Demand (ROD) and Save on Demand (SOD)
■ Record on Demand (ROD): Recording contains audio from the point network administrator decides to record the call.
■ Save on Demand (SOD): Recording contains audio from the beginning of the call.

Recording Profiles
■ Define Recording Profiles for Peer-to-Peer calls, user calls with Meetings and user Queue calls
■ Define Retention period and Blob Storage account
■ Full Time Recording – Automatic audio recording.
■ Filter for PSTN, internal and external calls. Filter for Internal and External meetings.
■ Filter calls according to numbers and regular expressions.
■ Specify a time range for call recording, which includes the option to choose specific days of the week and time ranges based on the location of the server for the region.

Access Profiles
■ Configure call access for performing actions on media, such as Playing or Downloading media related to a call or viewing emails and notes related to a call.
■ Configure and Modify Recording and Access Profiles
■ Configure and modify System Configuration permissions

AudioRecording
■ Record calls of Targeted users on different devices, including Teams desktop, web, mobile applications and phones.
■ Record the calls audio
■ Microsoft Azure Active Directory users mapping

Legal Hold of Agent recordings

Users cannot be deleted when placed on Legal Hold and their recording data is preserved.

Audit Trail

Audit trail of user activity and export of call records and audit trail reports.

Flexible and Powerful Call Search Capabilities
■ Search criteria based on username, date range, direction, called and calling party, release cause, call type and by defined notes.
■ Easily filter search results, sorting ascending or descending by clicking column header, shortcuts to the beginning page within the results screen.
■ Search for calls based on Calling (Caller ID), Called or Answering Party
■ Search for calls based on assigned Call Tag and whole words appearing in Notes.
■ Export Call metadata to Excel file.

Flexible retention policies

■ Number of retention periods can be added and applied to specific AAD User Groups.
■ Recordings are automatically deleted based on retention period.

Security
■ Media encryption with HTTPS/TLS/RTP.

Azure Blob Recordings Storage

Configure multiple storage accounts on Microsoft Azure Blob which is used for high-scale and secure object storage for cloud-native workloads, archives, data lakes, high-performance computing, and machine learning. Customize period for data retention with ability to configure unlimited retention period at the service level.

Call Tagging

User definable tags like Customer Name, Account Number, Malicious Call can be easily assigned to the call.

Personal App in Microsoft Teams

Interaction Insights can be added to Microsoft Teams as a Teams App. Once setup can be uploaded to the customer organization’s App Store and run on Teams desktop or Teams mobile clients.