Enabling Call Recording for an Agent

The following describes how to configure which outbound calls made by a specific Agent should have their audio recorded.

The settings chosen here are also applied to any inbound calls to the Agent via a queue configured to record based on the receiving Agent's settings.

You can also configure which outbound indirect access (IDA) calls made from specific CLIs are recorded. For more information on this, refer to Modifying a Registered IDA CLI Entry.

See also: Enabling Inbound Call Recording for a Service

Implementation

  1. Access the Agents list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
  1. Locate the Agent and click their Details hyperlink.
  2. Under Call and Screen Recording, use the Call Recording radio button to choose an option based on your requirements.

    When choosing one of these options, you will need to consider the following criteria:

    • What proportion of the Agent's calls should have their audio recorded. This can either be no calls, all calls, or a percentage that you specify.

      Choosing to record a certain percentage of calls means that each time a call occurs it is as likely to be recorded as the percentage you chose.

      For example, if you chose to record 80% of calls, each new call has an 80% base chance of being recorded. For that reason, the actual number of calls that are automatically recorded will be close to—but not exactly—80% of the total.

    • Whether or not to allow elective recording, where the Agent can manually control recording on a per-call basis via DTMF or their voice Cxp interface; and elective highlighting, where the Agent can manually flag the recording to appear highlighted in the relevant call log, for attention.
    • Which price list to apply to elective recording.

    If you've chosen to record a set percentage of the Agent's calls, be sure to change the percentage to what you want.

  3. If you want recording to be completely prevented for this Agent, tick the Never Record check box.

    To compare this option with the 'None' option under Call Recording:

    • Call Recording: None will not automatically start recording for the Agent and does not allow the Agent to initiate or control recording. However, if recording is already in progress when the Agent joins the call—for example, if they join an enquiry call—that recording will be allowed to continue.
    • Never Record will disregard any other recording settings for this Agent, so under no circumstances will recording begin when the call connects to the Agent. If the Agent joins a call that is being recorded, the ongoing recording will be suspended until the Agent leaves the call.
  4. Click Save Changes.