Customising agent call recording buttons

Administrators can customise the display of record buttons for call queue agents and enable a call recording button for supervisors who are monitoring this queue. It’s possible to create up to 5 categories which are displayed as buttons within the Call Recording section on the agent portal.

Configure recording buttons

Examples of the categories that could be created include contract signature, abusive caller or financial transaction.

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select (or add) the relevant call queue
3. Click the Agent Recording tab
4. Tick the appropriate Agent Recording checkboxes
5. For each checkbox you enable enter the name of the category (up to 250 characters) that will be displayed to the agent
6. Click Add or Save Changes
7. The categories will be available for the agent to select

Definitions

• Agent Recording button(s): The recording buttons that will be displayed to the agents for this call queue on their web interface. The recording buttons enable multiple recordings to be made for different purposes. Up to five different buttons can be defined.
• Description: (Agent recording buttons only.) A brief description of the agent recording button, which will be displayed to the agents for this call queue on their web interface, so that they understand what the recording button is used for.
• Supervisor Recording button: The recording button that will be displayed to the supervisors for this call queue on their web interface. The recording button allows supervisors who are monitoring this queue to record calls to this queue.

Additional Information

• Administrators must have the Queues: Modify privilege to configure agent recording.
• Call recording, the Supervisor Portal, and the CRM database are licensable features of the system.