Call Recording allows inbound and outbound calls to be recorded for quality monitoring and training purposes. Whether a call is recorded will depend on how the service has been configured. There are two main areas where Call Recording settings can be applied:
- Agent Recording: Call recording can be enabled for particular agent user accounts. This will give agents access to buttons within the agent portal to start, pause and resume call recording whilst handling calls. Recording will start when a call is connected to an agent.
- Administrators can also define the percentage of calls that are recorded automatically for each agent.
- Queue Recording: Call recording can also be enabled on individual queues and a percentage can be set to determine how many calls are recorded.
Note: If queue recording is enabled you will need to ensure that the agents assigned to the queue also have call recording enabled. If queue recording is enabled but agent recording is disabled no calls will be recorded. |
Call recording options #
The call recording service allows all inbound calls and all outbound calls that are placed using either “Click-To-Call” or WebRTC to be recorded. Outbound calls from the Power Dialler or via a handset cannot be recorded. It’s possible to independently enable inbound and outbound call recording.
Call recordings are stored in an online archive and are transferred to the call recording platform via SFTP.
When are calls recorded? #
Calls will only be recorded if the service has been enabled in the relevant areas. Below is an example of what calls will be recorded with various settings enabled:
USER RECORDING | QUEUE RECORDING | RECORDINGS PRODUCED |
---|---|---|
Enabled at 100% | Enabled at 100% | 2 recordings – a user recording and a queue recording |
Enabled at less than 100% | Enabled at less than 100% | 1 or 2 recordings depending on percentage rules. The 2 percentages can be different so a variety of call recording combinations can be produced. |
Enabled | Disabled | 1 recording – a user recording |
Disabled | Enabled | No recordings will be produced |
Additional Resources #
Queue Recording
Configuring call recording for call queues
Agent Recording
Configure Recording for an agent