Manage call recording schedules

Before you record calls, get the customer's permission and configure call recording in Webex Contact Center. You can enable recording at the tenant, queue, or schedule level. A call recording schedule records calls that match the selected queue, date and time, percentage, sites, teams, and agents.

If you use flow-level Recording Control, the flow-level configuration overrides the recording settings in Control Hub. See Recording Control for more information.

You can't directly determine the exact count of incoming calls or the number of calls to record. To handle this, Contact Center uses predictive modeling to decide which calls get recorded. These models use methods like pseudorandom number generators (PRNG) or deterministic random bit generators (DRBG). The accuracy of the percentage of calls recorded improves as the number of contacts increases.

The Contact Center Recording Management feature records calls that are directed to the overflow destination number but does not display them in the UI
When an agent places a caller on hold, the recording of the caller's audio still continues.
In case of blind transfers to Dial Numbers (DN) and Entry Point (EP) to Dial Number (DN) call patterns, there might be a mismatch in the duration of speech and the duration of recorded calls displayed on the UI.
- When a blind transfer occurs, the agent who receives the call enters a reserved state briefly while the call is being transferred to another agent. Depending on the settings configured at each organization level, call recording can either continue or stop at this point.
- During an Entry Point to Dial Number (EP-DN) call, Contact Center records the call during consult and conference but not during the transfer of the child call when it is transferred to another EP-DN number.
In the Next Generation media platform, if an active call is being recorded, consult calls that are initiated during the active call are automatically recorded. Consult call recordings are available in the Recording Management portal under the same interaction.
For blind transfers to another entry point or queue, the recorded conversation depends on the recording settings for the originating and destination queues. If both queues are recorded, the recording can include both conversations. If only one queue is recorded, only that queue's conversation is recorded. If the transfer gap is captured, it may appear as silence.

Create a call recording schedule

To create a call recording schedule:

Navigate to Services > Contact Center.

From the Contact Center navigation pane, select Customer experience > Call recording schedule.

Click Create Call recording schedule.

Provide the following details in General settings:

Settings	Description
Name	Enter name for the schedule.
Description	Provide a description for this recording schedule.
Support queue	Choose a queue from the Queue drop-down list. The schedule applies to calls routed through this queue when the calls also match the schedule duration, percentage, and filter criteria.
Timezone	Choose the time zone for the recording schedule.

Provide the following details in Duration settings:

Settings

Description

Date range

Select the start date and end date (expiry date of the schedule), click the calendar icon to select the dates.

Time range

Enter the time range, or use the arrows to set when you want the schedule to start and end.

The time range is available in AM/PM format only.

Days of week

Click the icon corresponding to the day on which you want the schedule to run. You can also select multiple days.

Provide the following details in Recording details:

If a call matches an active recording schedule, the schedule settings determine whether the call is recorded. If no matching schedule exists, Contact Center evaluates the queue-level recording settings, and then tenant-level recording settings.

Settings	Description
Stop recording on transferred calls	Turn on this setting if you want recording to stop when an agent transfers a call. If this setting is off, recording can continue after the transfer based on the recording settings for the transferred call.
Enable Pause/Resume	If you turn on Enable Pause/Resume, enter the number of seconds for which the recording is paused.
Percentage	Specify the percentage of calls to record for the selected queue while the schedule is active.
Filter by	Choose the sites, teams, and agents to include in the recording schedule. Outdial call recording is based on the site, team, and agent who makes the outdial call. For example, if you've created a recording schedule for the Outdial queue and Chicago site, then the outdial calls from teams under the Chicago site are only recorded.

Click Create to create a call recording schedule.

Edit or delete a call recording schedule

1	Sign in to Control Hub.
2	Navigate to Services > Contact Center.
3	From the Contact Center navigation pane, select Customer Experience > Call Recording Schedule.
4	Click the Call recording schedule that you want to edit or delete. The selected call recording schedule opens.
5	Edit the schedule details and click Save.
6	To delete the schedule, click delete icon on the top-right corner.
7	Click Delete in the confirmation pop-up to delete the call recording schedule.

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Create a call recording schedule

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