You can record a call that an agent is currently handling, or pause, resume or stop recording for the particular call in progress. Both inbound and outbound calls can be recorded.
Note: Only calls that are received or placed using a Contact method (“Click-To-Call” or WebRTC softphone) can be recorded. Calls received or placed via a handset cannot be recorded.
Company supervisors must have either the Supervisor Portal: Agents Identified or the Supervisor Portal: Agents Anonymous privilege to control call recording for an agent’s calls.
Click play to watch a video overview on recording agent calls.
To control call recording for an agent’s call:
Procedure #
Step 1:
On the home page, click View Supervisor Portal
On the menu bar, click Data > Live Data.
Under Agents, you can see a list of all agents that you monitor, organised by group.
Step 2:
Click the appropriate agent.
More detailed information for the agent is displayed.
Step 3:
To record the current call that the agent is handling, click the Record button.
Step 4:
If required, do one of the following:
- To stop the recording, click Stop
- To pause the recording, click Pause
- To resume the recording, click Resume.
Parent topic: Call management
Related reference
Call Recording