How Do I Configure Call Recording?
You can enable or disable call recording for all agents and supervisors using the Permissions tab in the Settings > Desktop view.
When enabled, this setting adds a Call Recording icon to the interaction toolbar in VCC Dashboard (supervisors) and Agent Desktop (agents and supervisors). The following graphic shows the Call Recording icon in VCC Dashboard:
What options are available?
The following options appear if Enable Call Recording Controls is checked:
- Start/Stop Call Recording - Enables agents and supervisors to start and stop recording the current call.
- Pause/Resume Call Recording - Enables agents and supervisors to pause and resume recording the current call.