Company administrators can activate recording for a particular user login and specify the percentage of calls and/or webchats that are automatically recorded for that agent, for example, for quality-assurance purposes or for agent-performance monitoring.
Call and chat recordings are transferred to the Horizon recording platform (TRCA) via Secure FTP (SFTP).
- Administrators must have the Users: Modify privilege to configure recording for a user account.
Configure recording for a user #
- Click Staff > Users on the menu bar and a list of the user accounts that are already set up is displayed
- Select the appropriate user account
- Click the Recording tab
- To activate recording for this user account, tick the Permit Recordings checkbox. This indicates that the agent has consented to have their conversations recorded, if required. Recording can be explicitly deactivated for particular agents if they have not signed consent to be recorded.
- For Record Percent, specify the percentage of this agent’s conversations that are to be recorded automatically. (For each agent, a percentage of conversations may be selected for recording for quality-assurance purposes or for agent-performance monitoring.)
- If you do not want to record any conversations for this user at the agent level, leave this blank or set to 0.
- Queue-level recording (if set) depends on the percentage set at the queue level.
- Click Add or Save Changes, as appropriate.
- Note: Call recording starts when the call is connected to the agent. A webchat recording is produced once the conversation has ended.
- Note: Call-recording announcements and music can be defined for agents at the call queue level by a company administrator.
Recording scenarios #
If a call/webchat is transferred between agents, the recording that is generated follows the recording percentage that has been specified for the new agent’s user account.
- For example, if the initial agent (Agent A) has the recording percentage set to 100 for their user account and they transfer a call to a new agent (Agent B) whose user account has the recording percentage set to 30, when the call is transferred from Agent A to Agent B, call recording for Agent A (set to 100%) stops and a new agent-level recording (set to 30%) starts for Agent B.
Queue-level recording (if set) depends on the percentage set at the queue level. (See Configuring call recording for queues).
- If the recording percentage for the new agent is set to 0% (or blank), recording stops when the call/webchat is transferred to the new agent and no new agent-level recording is initiated.
- If the recording percentage for the initial agent is set to 0% (or blank) and the call/webchat is transferred to a new agent whose user account has the recording percentage set to a percentage other than 0%, agent-level recording starts when the call/webchat is transferred to the new agent.
Related concepts
Introduction to Agent and Queue Call Recording
Chat recording