If you wish to record calls, it's important to get the customer's permission, and you must set up these recording settings at the flow level. See Recording Control for more information. Note that the recording configuration you set at the flow level takes overrides any other recording settings.

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, all consult calls initiated during the active call are automatically recorded. The consult call recordings are available in the Recording Management portal.

To create 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 Create Call recording schedule.

5

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

Select a queue from the Queue drop-down list. This is the queue for which you're creating the call recording schedule

Timezone

Select the timezone or the recording schedule.
6

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 the time duration for that you want the schedule to start and end.

The of the time rage 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.
7

Provide the following details in Recording details:

Settings

Description

Stop recording on transferred calls

Toggle it to On if you want recording to stop when an agent transfers a call.

Enable Pause/Resume

If you toggle Enable Pause/Resume to on, you need to enter the number of seconds for which the recording is paused.

Percentage

Specify the percentage of the total number of current calls that you want to recorded for the selected queue.

Filter by

Select the sites, teams, and agents you want to include in your 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.
8

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.