Where to enable call recordings, calls between caller and agent?

Version 1

    Details

    This article discusses where and how to enable call recordings between caller and agent. This includes only recordings of live calls and does not include voice mail / messages where a caller leaves a message.


    Resolution

     

    1. To enable Call Recording go to Management Portal > Quality Management > Recording configuration > Schedule (tab) .

    2. There is two choices to "Record All Agents" or select a specific agent.

    3. Whether recordings for all agents or a specific agent is enabled, user can add a percentage of calls that will be recorded. For instance, 100 percent will record all calls for selected agents.