Webchats can be recorded to allow for quality-assurance monitoring of conversations or for agent performance monitoring. A recording file is produced once a conversation has ended which is sent to the Horizon recording platform via Secure FTP (SFTP).
Enabling webchat recording #
For companies that are provisioned with call recording and the webchat channel, any webchat conversations will be recorded automatically. Administrators can configure recording for individual agents and turn it off if required.
| Note: It is not possible to enable recording on webchat queues. |
Using Webchat recording #
Agents cannot start a webchat recording via their web-interface portal. However, each agent is provided with buttons in their portal to pause and resume recording for the particular webchat in progress.
Contact can make multiple recordings of the same chat, in parallel, for different reasons and with different filenames. There is no limit to the number of recordings. There is one chat recording for the agent user account, plus any recordings requested by the chat flow. An administrator can configure the filename format, flexibly to suit the recording theme, for example, date, service or agent.
An administrator may define a percentage of chats that are recorded automatically for each agent. This might be used, for example, for quality auditing purposes.
When recordings are not produced #
Recordings are not produced if:
- Any agent (including supervisors) who is involved in the conversation does not give permission for recordings to be made. If this checkbox is ticked for this user login, but the chat is transferred from this agent to another agent whose user login has Permit Recordings deactivated (unticked), a recording is not produced.
- The customer (via their webclient) asks the agent to delete the recording and the agent presses the button to delete the recording
- The chat flow is configured to ask the customer (via the webclient) if they will allow recording, the customer says “No” and the chat flow discards the conversation.
| Note: Regardless of the above, a recording is always produced if the chat has been flagged as abusive. |