Specify the desired percentage of inbound, outbound, and direct agent access calls to record, if call recording is permitted for the tenant.
- Contact Center
- Call Recording
Set the call recording percentage for inbound and outbound calls for each agent individually.
- From the Configuration Manager for Contact Center menu, select Users.
- Begin by clicking to add an agent or to edit an agent's account.
- After opening the user's profile, select the Phone tab.
- In the Automatic Call Recording field, you can choose if you want to record inbound and outbound calls for a specific agent.
If you have already configured call recording settings on your Inbound and Outbound queues, by manually setting these call recording options for a specific user, these settings will override.