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Enable Agent Call Recording in 8x8 Contact Center

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Objective

Specify the desired percentage of inbound, outbound, and direct agent access calls to record, if call recording is permitted for the tenant.

Applies To

  • Contact Center
  • Call Recording

Procedure

Set the call recording percentage for inbound and outbound calls for each agent individually.

  1. From the Configuration Manager for Contact Center menu, select Users.
  2. Begin by clicking  to add an agent or  to edit an agent's account.
  3. After opening the user's profile, select the Phone tab. 
  4. In the Automatic Call Recording field, you can choose if you want to record inbound and outbound calls for a specific agent.
    UserProfile.JPG

Additional Information

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.