Ensure the sound quality of uploaded conversation files by trimming silence, normalizing the volume, setting the channel, and bit rate.
This article supports Super User and Supervisor roles only.
As calls come from different sources and with various background environments, clarity is key. To ensure the audio quality in a conversation file, use ‘Evaluation settings’ which can be accessed by clicking on the profile icon to reveal a drop-down menu.
Select ‘Audio’ from the navigation to display available options.
‘Trim silence’
Conversations from phone calls may contain gaps of silence at the beginning and end of the call. Toggle the switch to enable trimming and save time by getting straight into evaluating the call.
‘Normalize volume’
The volume in some audio files may sound imbalanced i.e. louder or softer at different points of the track. Normalizing volume is a process used to adjust the loudness of audio recordings to consistency to be replayed at a uniform level. Toggle the switch to normalize volume and the system will boost or reduce the volume so that it sounds as standard as possible.
‘Set Channel’
An audio channel is a passage that you want the sound to come from when listening to the conversation files. The selection for mono or stereo depends on the listening needs. Some individuals prefer mono audio as it reduces background noise and the focus is on clarity of voice. Some may prefer stereo audio for the immersive experience with a two-channel system that allows hearing sounds from surrounding areas where the call was recorded.
‘Set bit rate’
Bit rate means the amount of data used to represent each second of audio. A higher bit rate means more data is used, resulting in better clarity. However, there are occasions where a lower bit rate may be required — the file is taking up too much storage space or when uploading takes too much time. Reducing the bit rate may compromise the audio quality, hence, finding a balance between file size and bit rate would be the ideal way to go. Having talked about higher or lower bit rates, do bear in mind that if the original file was poor in quality to begin with, boosting the bit rate may not be enough to save it. You would still need to upload a new file. To adjust and experiment with the bit rate, drag the slider accordingly. You can change the bit rate for audio files belonging to a functional unit at any time.
Skip to categories or sub-unit settings to complete setting up for scorecard building, if you haven’t done so.