Manage Recording Properties

If you have a Recording or Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics license, you can define the audio, video, and screen recording percentage for selected employees.

The screen recording configuration option is available only if screen recording is configured in the system.

These percentages are only used if there is an associated business rule. 

Procedure 

  1. Go to User Management Module that an administrator uses to create a profile for each employee in their organization.. Under Employees, select Interactions.

  2. In the right panel, select the employee to set recording percentages for.

  3. In the Recording Properties area, select the recording types: Audio Recording Percentage, Video Recording Percentage, and, when available, Screen Recording Percentage.

  4. Enter the percentage value (0–100) for each recording type.

    You can select the system defined percentage (the default) instead of specifying the percentage per employee.

  5. Click Save.

Related topics 

Interactions and Analytics Settings