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Call Recording Behaviour in Contact Center

Question

How does call recording work in Contact Center?

Applies To

  • Contact Center 

Answer

Today we have four places to configure a call recording for Contact Center.

This is related to when the last agent leaves the call.

Behaviour

  • Today if Queue config or Agent config is set to record 100% it will record: (aka. recording setting take precedence)
  • Today a call will be recorded up to the moment that we have an agent in the call
  • When a new queue is created all recordings are defaulted to 0%
  • When a new agent is created all recordings are defaulted to 0%
  • IVR configuration overwrites Agent/Queue configuration
    • IVR configuration will be valid just during the interactions that passed through a recording node
  • If a number, that is on the DTMF black-list, is been dialed from/to all recording settings will be ignored and no recording will happen

Scenarios

Let’s assume the following configuration - no queued call.

  • Agent1 configured to (0% recorded)
  • Agent2 configured to (100% recorded)
  • Rule of thumb: any setting to record will take precedence over not record.

Scenario 1 - no queued call

Agent2 is on a call with the customer - 100% been recorded

Agent2 warm transfer to Agent1 - as soon as Agent2 left the call we should stop the recording

Scenario 2 - no queued call

Agent1 is on a call with the customer - 0% been recorded

Agent1 warm transfer to Agent2, as soon as Agent2 answers the call, it should be recorded

Scenario 3 - no queued call

Conference scenarios, if we any an agent (with 100% recording) and join/starts a conference it should have started the recording

Now let’s mix that with queue config - queue 0%.

  • Inbound interactions coming into queueA that is configured to (0% recorded)
  • Agent1 configured to (0% recorded)
  • Agent2 configured to (100% recorded)
  • Rule of thumb: any setting to record will take precedence over not record.

Scenario 1 - queued call

Agent2 is on a call with the customer - 100% been recorded (because of agent config)

Agent2 warm transfer to Agent1 - as soon as Agent2 leave the call we should stop the recording

Scenario 2 - queued call

Agent1 is on a call with the customer - 0% been recorded (no queue or agent set to record)

Agent1 warm transfer to Agent2 - as soon as Agent2 join the call we should start the recording

Scenario 3 - queued call

Conference scenarios originated by queueA will not be recorded until we have an agent participating in the conference with positive recording configs.

Now let’s mix that with queue config - queue 100%.

  • Inbound interactions coming into queueA that is configured to (100% recorded)
  • Agent1 configured to (0% recorded)
  • Agent2 configured to (100% recorded)
  • Rule of thumb: any setting to record will take precedence over not record.

Scenario 1 - queued call

Agent2 is on a call with the customer - 100% been recorded (because of queue config and agent)

Agent2 warm transfer to Agent1 - 100% been recorded (queue originated was 100%)

Scenario 2 - queued call

Agent1 is on a call with the customer - 100% been recorded (because of queue config)

Agent1 warm transfer to Agent2 - 100% been recorded (queue originated was 100% and agent)

Scenario 3 - queued call

Conference scenarios that were originated by queueA will be 100% recorded.

Now let’s mix that with IVR configs

  • Inbound interactions coming into queueA that is configured to (0% recorded)
  • Agent1 configured to (0% recorded)
  • Agent2 configured to (100% recorded)
  • IVR node saying 100% is recorded
  • Rule of thumb: IVR node overwrites all agent/queue config

Scenario 1

Inbound call via queueA

Agent2 is on a call with the customer - 100% recorded because IVR config

Agent2 warm transfer to Agent1 - 100% recorded because IVR config

Scenario 2

Agent1 is on a call with the customer - 100% because IVR config

Agent1 warm transfer to Agent2 - 100% recorded because IVR config

Scenario 3

Conference scenarios that was originated by an inbound queue from queueA - 100% recorded because IVR config

 

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