About root calls and reconciliation

A root call is a recording made via Gateway Recording. This recording is not associated with any user, and must be reconciled to associate the root recording with an agent. Reconciled recordings can be used with Quality Management and Analytics.

For gateway recordings, a root call is a recording of the entire call from the time it enters the gateway until the time it leaves the gateway, including transfers and consultations that can involve multiple people.

NOTE   You cannot use Gateway Recording with hoteling users. (See Manage hoteling users for QM and Analytics.)

Reconciliation is the process of associating root calls with agents and screen recordings by looking at PBX/ACD Call Detail Records ( CDRs), Calabrio ONE agent-to-device associations, and end user login events. The reconciliation process runs every 10 minutes against calls that are at least 20 minutes old. Reconciliation creates assigned calls that are copies of the root call segments that belong to specific agents. Calabrio ONE runs reconciliation automatically.

NOTE   Conference calls in an Avaya environment do not always reconcile properly because Avaya makes only one CDR that covers the whole time frame. This causes Calabrio ONE to reconcile the whole conference for the original answering agent but not for the agent who is included in the conference call. Calabrio ONE records the whole call even though it does not reconcile correctly.

You can view root calls in the Recording Contacts window (see Find interactions).