This guide shows what recordings will be produced based on different scenarios. The scenarios below assume that the caller did not opt out of being recorded.
Muting a call #
If an agent presses the mute button while handling a call, the following happens to call recording:
| Scenario | Description | Outcome |
|---|---|---|
| Queue-level, Record both legs is setCall Handling > Queues > Queue Recording > Call Legs to Record | The call queue is configured to record both the agent and the caller (inbound call) or called party (outbound call). This is a standard call-queue recording. | Recording of the agent is paused but the caller/called party continues to be recorded. |
| Queue-level, either Record B leg only for inbound calls or Record A leg only for outbound calls is set.Call Handling > Queues > Queue Recording > Call Legs to Record | The call queue is configured to record only the agent’s leg of the call. | Recording of the agent is paused. |
| Agent-level recordingStaff > Users > Recording | Agent-specific recording. | Recording of both the agent and the caller (inbound call) or called party (outbound call) is paused. |
| Supervisor recording | Supervisor’s own recording channel. | Recording of the agent is paused. Recording of the supervisor is not paused. |
| Queue-level recording, three-way conference | Recording during a conference involving an agent and other participants. | Recording of the agent is paused but the other participants continue to be recorded. |
| Queue-level recording, call transfer | Recording during a call transfer between agents. | Recording of the original agent is paused but the caller continues to be recorded. Following the call transfer, both the new agent and the caller are recorded. |
| Call node-type recording | Node-initiated recording (via a recording node in the call flow) | Recording of the agent is paused but the caller (inbound call) or called party (outbound call) continues to be recorded. |
| “Ad-hoc recording” | Manually-initiated recording by the agent clicking a button in their web-interface portal | Recording of the agent is paused but the caller (inbound call) or called party (outbound call) continues to be recorded. |
Putting a call on hold #
If an agent puts a call on hold, the following happens to call recording:
- Recording is paused at all levels: queue-level, agent-level or ad-hoc recording
- Hold music is not recorded, although the caller still hears it
- Recording resumes after the call is taken off hold.
The following are some examples:
| Scenario | Outcome |
|---|---|
| Inbound/outbound call: – Put on hold – Taken off hold – Ends | Queue-level recording: Recording resumes after the call is taken off hold Agent-level recording: Recording resumes after the call is taken off hold |
| Inbound/outbound call: – Put on hold – Supervisor listens in – Taken off hold – Ends | Queue-level recording: Recording resumes after the call is taken off hold Agent-level recording: Recording resumes after the call is taken off hold |
| Inbound/outbound call: – Put on hold – Supervisor listens in – Agent consults supervisor – Taken off hold – Agent talks to caller – Call transferred to a second agent – Ends | Queue-level recording: Recording resumes after the call is taken off hold, when the agent talks to the caller and transfers the call to a second agent First agent-level recording: Recording resumes when the agent consults the supervisor and when the agent talks to the caller Second agent-level recording: Following the call transfer, both the new agent and the caller are recorded. |