AudioVault

AudioVault is a software solution that securely exposes call recordings stored on the server, allowing them to be accessed and played back within the QueueMetrics interface. Consequently, when a call detail is selected in QueueMetrics, the associated call recordings can be listened to. Furthermore, it is possible to link not only recordings but also other relevant materials, such as transcriptions, to the call record. Based on this information, an analyst can complete an evaluation form within QueueMetrics to assess call quality (QA form). This enables the evaluation of work performance and the identification of critical areas affecting the entire staff or specific agents.

The operational flow is as follows - when a supervisor clicks on the details of a call within QueueMetrics…​

  • A secure HTTPS request is sent from QueueMetrics to AudioVault.

  • AudioVault verifies the credentials, performs a search, and if one or more relevant files are found, it generates a unique secure download URL for each file, valid for a short period.

  • The supervisor’s browser downloads the content from the temporary URL.

Securing AudioVault

AudioVault needs to be secured before its use - see AudioVault and HTTPS.

Proxied audio access.

In the default setup, AudioVault needs to be accessible via a public address, because audio files are downloaded directly by the browsers of QueueMetrics users.

For more secure installations, QueueMetrics can act as a proxy, thus concealing the physical address of the AudioVault system from external access:

mediaproxy.enabled=true
mediaproxy.linkvalidity=1000
mediaproxy.header=NONE

This way, all request will go through QueueMetrics and will be reported on the system log.

If you are a QueueMetrics Live operator, we can set up an outbound proxy so you can secure accesses to AudioVault only from a given IP address.