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Call Recording

For text-based services, the system unconditionally stores all chat transcripts and emails for the period of time agreed upon with your service provider.

Call recording is configured in Quality Management > Call Recording in the Contact Center Administrator application.

How to Set Up Call Recording

For voice services, you can specify the percentage of calls that will be recorded relative to all calls of your contact center (i.e., both internal and service calls).

Step 1: Navigate to Call Recording.

From the Quality Management menu on the left-hand side of the Contact Center Administrator application, select Call Recording. Note: Call Recording is enabled automatically when a supervisor begins monitoring.

Quality Management > Call Recording

Step 2: Set the percentage of call recording.

• By default, calls are not recorded. To set a percentage, enter the desired value in the Record field.
• Note that you can set the percentage of recorded calls individually for each user. These individual settings will override the contact center setting for the corresponding users.
• You can also set the percentage of recorded service calls individually for specific services. These service-level settings will also override the contact level setting for the corresponding services.
• Stored recordings of service calls can be automatically exported out of the system at regular intervals.

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