Skip to content Skip to footer

Chat recording

Contact supports the recording of webchats. This is useful, for example, for the quality-assurance monitoring of webchats or for agent-performance monitoring. A chat recording is produced once the conversation has ended.

Chat recording can be enabled in the Administrator Portal:

  • For particular agent user accounts (Staff > Users > Recording)
  • Globally for the Contact
  • For specific routes through IVR menus (by using chat node types in a chat flow)

Note: There is no recording on chat queues.

Agents cannot start a chat 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.

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.

All recordings are produced in JSON format. See JSON chat recording format.

Chat recordings are transferred to the Horizon recording platform (TRCA) via Secure FTP (SFTP).