Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- 1 Call Recording
- Call Monitoring, Coaching and Barge-in
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Call Recording
As a supervisor, you can record conversations of any members of your team with customers and with each other. Call recording can be activated at any moment. Call recordings are stored in the system and can be reviewed at a later time. See section Quality Management for more information.
To record a call, select an agent from the Agent Metrics View in the right pane. The agent must be handling a service call and be in the Busy state.
The Contact Info Panel will display various active management controls, including the call recording button 
. Note that depending on your system configuration and call center practices, some or all calls may be recorded automatically as soon as they are established. Note also that agents may also have privileges to start call recordings. If the call is already being recorded, the call recording button will display the stop recording function 
.
To begin recording, click the Start Recording button. The button will change its function to Stop recording 
.
To stop recording at any time, click the Stop recording button. Otherwise, the call recording will stop automatically when the call is released.