The Merge Audio feature combines screen recordings and voice call recordings into a single, synchronized file, ensuring a seamless and consistent playback experience. This is especially useful when both recordings are enabled but differ in duration—such as during After-Call Work (ACW), where screen activity continues after the call ends, resulting in mismatched files. By merging them, the system eliminates confusion and provides a unified view of interactions. This enhances context by capturing both on-screen actions and conversations together, improves quality monitoring by simplifying audits and coaching, and delivers a more professional presentation without gaps or timeline inconsistencies.

What is Merging and Why is it Needed?

Merging refers to the process of combining two separate recordings—voice call audio and screen activity video—into a single, synchronized file. When both recordings are available, they are aligned based on timestamps to ensure seamless playback; if one recording is missing (such as no audio during After-Call Work), the merged file continues to display the screen recording with silence filling the audio gap. This process is essential because, without merging, reviewers must handle multiple files, leading to inefficiency, confusion due to mismatched recording lengths, and an unprofessional playback experience. By merging recordings, a single, unified file presents the complete interaction, including silent periods, making reviews smoother, clearer, and more effective for training and compliance purposes.

Cases Where Audio and Video Length Don’t Match

1. After-Call Work (ACW): The call ends, but the agent continues updating case details. Screen recording continues, but there is no audio.

2. Call Drops: Audio ends abruptly, but the agent still interacts with the system.

3. Manual Actions: Screen recording starts before the call or continues after the call ends.

In these cases, merging ensures the final file looks consistent, even if audio is absent for part of the recording.

How are Screen Recordings Generated?

Screen recordings can be:

1. Manual: Triggered by an admin or supervisor for specific cases.

2. Automated: Assigned through Quality Monitoring (QM) triggers or sampling policies.

When both voice and screen recording are enabled, the system automatically applies the merge logic to create a single file.

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