Call Recording

The optional Call Recording module enables authorized users to record any active call that Webex Contact Center manages.

Authorized users can create recording schedules with a time period. Choose queue, team, site, and agent for which you want to record voice calls. The system then starts recording the calls that match the criteria.

Because you can't determine the total number of incoming calls and the number of calls to be recorded, Webex Contact Center uses predictive modeling to decide which calls to record. The models include pseudorandom number generator (PRNG) or deterministic random bit generator (DRBG). The accuracy in the percentage of calls that are recorded increases with the number of contacts.

The recordings are in standard .wav format. Authorized users can access these recordings directly and review them using standard third-party utilities. You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files.

Note

The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user interface. When an agent puts a caller on hold, recording of the caller's audio continues. For blind transfer to Dial Number (DN), and Entry Point (EP) to Dial Number (DN) call patterns there may be a mismatch in speech and record duration of calls displayed on user interface. During a blind transfer, the agent who receives the call is in reserved state for a short period while the call is transferred to another agent. Based on the configuration set at each organization level the call recording either continues or ends. For EP-DN, the call is recorded for consult and conference, and not for transfer of the child call (when transferred to another EP-DN number).