Call and Screen Recording

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Call and Screen Recording

Note: See the attached pdf "Setting Up Screen Recording" below for full details on configuration.

The Contact Center Recording feature records the Agent's call experience.

Key Concepts

You can record just the audio portion of the call, or you can record both the audio and Agent screen activity during the call.
You can record all calls in your Contact Center, or you can choose to record only certain Campaigns or Agents.
Recordings can be reviewed at a later date using Report Tool.
You determine how long recordings are retained.
Recordings may be encrypted for security.

The Campaign's Recording tab configures recording options for one specific Campaign, as described in Table 6-1.

Table 6-1: Campaign Recording Tab Options.
Option	Description
Audio Recording	Specify the default audio recording behavior for this Campaign. You may be override this on a per Agent basis. Options Off—calls to this Campaign will not be recorded, regardless of Agent settings. On—calls to this Campaign will be recorded by default. You may turn off audio recording for specific Agents by editing their account settings.
Retain calls for	Configure the length of time call recordings for this Campaign will be retained. After the expiration date, the recording will be deleted.
Screen Recording	Specify the default screen recording behavior for this Campaign. You may be override this on a per Agent basis. Options Off—Screen activity and call audio for this Campaign will not be recorded, regardless of Agent settings. On—Screen activity and call audio for this Campaign will be recorded by default. You may turn off screen recording for specific Agents by editing their account settings.
Retain screens for	Configure the length of time screen recordings for this Campaign will be retained. After the expiration date, the recording will be deleted.
Percentage of calls	Configure the length of time screen recordings for this Campaign will be retained. After the expiration date, the recording will be deleted.

Both audio and screen recording must be enabled for your Contact Center by your Professional Services representative.

Screen recording is a premium feature. Your Professional Services representative can provide more information on adding this feature to your Contact Center.

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