Create or Edit a Recording Schedule

To create or edit a call recording schedule:

Procedure

Step 1

From the Management Portal navigation bar, choose the Call Recording module.

Step 2

On the Recording Schedules page, select a queue from the Queue drop-down list.

All call recording schedules for that queue are displayed. From here, you can:

  • Add a new schedule

  • Edit or view an existing schedule

  • Delete an existing schedule

  • Copy an existing schedule

  • Switch between a list view and calendar view of all schedules for this queue.

Step 3

To create a new schedule:

  • From the list view, click New Schedule.

    - OR -

  • From the calendar view, point to the schedule’s beginning date and click the Create link that appears in the upper-left corner of the date box.

Step 4

To copy or edit an existing schedule, from the list view, click the ellipsis button beside a listed schedule and click Copy or Edit.

Step 5

On the page that appears, specify the appropriate settings as described in the following table, and then click Save.

Setting

Description

Name

Enter a name for the schedule.

Start Date and End Date

To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), click the appropriate calendar icon, and then select a date from the calendar that appears.

Start Time and End Time

Enter in 24-hour format (0000 to 2400) the time of day you want the schedule to start and end.

Days of Week

From the drop-down list, choose All Days if you want the schedule to run every day or Weekdays if you want the schedule to run from Monday through Friday only.

-OR-

Click each icon corresponding to the day on which you want the schedule to run.

Status

Click Active if you want the schedule to become effective at the specified start time on the specified start date. Otherwise, click Not Active.

Stop Recording on Transferred Out Calls

Click On if you want recording to stop when a call is transferred.

Enable Pause Resume

Click On if you want the agent to have access to the Privacy Shield icon during call recording so that the agent can pause and resume recording. For example, the agent might need to pause potential call recording when obtaining a credit card number or other protected information. Be sure to instruct agents regarding when to use this feature.

Note

The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration.

Pause Duration (in Sec)

If you set Enable Pause Resume to On, enter the number of seconds for which the recording will be paused if the user had not clicked the Turn Off Privacy Shield button earlier.

Percentage

Specify the percentage of the total number of current calls you want recorded for this queue.

Filter By

Select the sites, teams, and agents you want to include in your recording schedule.

Note

Outdial call recording is based on the site, team, and agent who makes the outdial call. For example, if a recording schedule is created for the Outdial queue and a site named Chicago, then only those outdial calls made by teams under the Chicago site are recorded, and not calls made from other sites.