The Recording Activity report provides a summary and detailed view of which interactions are being recorded and which are not. It helps supervisors and managers monitor recording performance against contact center policies and KPIs. You can see how well your teams, skills, and agents are being recorded, identify gaps, and troubleshoot issues such as failed recordings or policy mismatches.
For example, you can:
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Verify that all required voice and digital interactions are being recorded for specific teams or skills.
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Track agents or skills with lower recording percentages than expected.
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Review why interactions were not recorded and investigate related recording alerts.
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Drill down to a list of individual interactions and, where available, play the recording.
Use case
Elise manages several groups of agents. One of her KPIs is to make sure all digital interactions are recorded for her teams. Each week, Elise runs the Recording Activity report, applies a time period filter for the last 7 days, and selects only her teams or skills. The overview and Interaction Status by Team widgets give her a quick view of how many interactions were recorded and not recorded. If she sees digital interactions that weren’t recorded, she drills down to the interaction details and uses the recording alerts and not recorded reasons to understand what went wrong.
Tyler is responsible for tracking recording percentages for the entire contact center. Every month, he needs to provide the contact center supervisor a report with a list of employees whose interactions were not recorded because they didn’t match any recording policy. Tyler runs the Recording Activity report for the last 30 days and uses the Not Recorded by Reason and Recording Alerts widgets to see how many interactions weren’t recorded and why. He then exports the interaction details to Excel and shares them with the supervisor for follow‑up.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > Recording Activity:view:On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Data Overview
The Recording Activity report is a prebuilt, tabular report that uses multiple report widgets. Each widget focuses on a different aspect of recording performance. All widgets support:
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A maximum date range of 95 days.
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Filtering at least by Team and Skill, with additional filters as configured (for example, Agent and Campaign).
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Export to CSV or Excel.
In a future release, each widget will include a Total line at the bottom to simplify column aggregation.
Interaction Overview
The Interaction Overview widget is based on the Recorded & Not-Recorded Interaction Overview report set. It provides a high‑level breakdown of recorded and not recorded interactions by recording type, such as:
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Voice Only
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Screen for Digital
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Voice & Screen
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IVR
View report data
|
Column Name |
Description |
|---|---|
|
Recording Type |
The recording type applied to the interaction, such as Voice Only, Screen for Digital, Voice & Screen, or IVR. |
|
Recorded Interactions |
The number of interactions that were recorded for the recording type. |
|
Not Recorded Interactions |
The number of interactions that were not recorded for the recording type. |
|
% RECORDED INTERACTIONS |
The percentage of interactions that were recorded for the recording type. |
|
% NON RECORDED INTERACTIONS |
The percentage of interactions that were not recorded for the recording type. |
Use this widget to quickly see whether specific recording types (such as digital screen recording) are meeting your recording expectations.
Interactions Over Time
The Interactions Over Time widget is based on the Interaction Overtime by Channels report set. It shows a daily breakdown of interactions by channel and recording status.
View report data
|
Column Name |
Description |
|---|---|
|
By Day |
The calendar date for the interactions. |
|
VOICE ONLY |
The number of recorded interactions where only voice was recorded on that date. |
|
VOICE & SCREEN |
The number of recorded interactions where both voice and screen were recorded on that date. |
|
SCREEN FOR DIGITAL |
The number of recorded digital screen interactions on that date. |
|
IVR |
The number of IVR interactions on that date. |
|
NOT RECORDED |
The number of interactions that were not recorded on that date. |
Use this widget to identify trends over time, such as days when recording activity drops or when not recorded counts increase.
Interaction Status by Team
The Interaction Status by Team widget is based on the Recorded & Not Recorded Interactions by Team report set. It provides a detailed breakdown of recorded and not recorded interactions by team.
View report data
|
Column Name |
Description |
|---|---|
|
TEAM |
The name of the team. |
|
TOTAL INTERACTIONS |
The total number of interactions for the team. |
| RECORDED VOICE ONLY |
The number of interactions for the team that were recorded as voice only. |
| RECORDED VOICE & SCREEN |
The number of interactions for the team that were recorded with both voice and screen. |
| RECORDED SCREEN FOR DIGITAL |
The number of digital interactions for the team that had screen recording. |
| RECORDED IVR |
The number of recorded IVR interactions for the team. |
| RECORDED |
The total number of recorded interactions for the team. |
|
% RECORDED |
The percentage of interactions for the team that were recorded. |
| NOT RECORDED VOICE ONLY |
The number of voice interactions for the team that were not recorded. |
| NOT RECORDED VOICE & SCREEN |
The number of interactions for the team where voice and screen were expected but not recorded. |
| NOT RECORDED SCREEN FOR DIGITAL |
The number of digital screen interactions for the team that were not recorded. |
| NOT RECORDED IVR |
The number of IVR interactions for the team that were not recorded. |
| NOT RECORDED |
The total number of interactions for the team that were not recorded. |
|
% NOT RECORDED |
The percentage of interactions for the team that were not recorded. |
Use this widget to compare recording performance across teams and to find teams with unusually high not recorded percentages.
Interaction Status by Skill
The Interaction Status by Skill widget is based on the Recorded & Not Recorded Interactions by Skill report set. It shows recording performance by skill.
View report data
|
Column Name |
Description |
|---|---|
|
SKILLS |
The name of the skill. |
|
TOTAL INTERACTIONS |
The total number of interactions for the skill. |
| RECORDED VOICE ONLY |
The number of interactions for the skill that were recorded as voice only. |
| RECORDED VOICE & SCREEN |
The number of interactions for the skill that were recorded with both voice and screen. |
| RECORDED SCREEN FOR DIGITAL |
The number of digital interactions for the skill that had screen recording. |
| RECORDED IVR |
The number of recorded IVR interactions for the skill. |
| RECORDED |
The total number of recorded interactions for the skill. |
|
% RECORDED |
The percentage of interactions for the skill that were recorded. |
| NOT RECORDED VOICE ONLY |
The number of voice interactions for the skill that were not recorded. |
| NOT RECORDED VOICE & SCREEN |
The number of interactions for the skill where voice and screen were expected but not recorded. |
| NOT RECORDED SCREEN FOR DIGITAL |
The number of digital screen interactions for the skill that were not recorded. |
| NOT RECORDED IVR |
The number of IVR interactions for the skill that were not recorded. |
| NOT RECORDED |
The total number of interactions for the skill that were not recorded. |
|
% NOT RECORDED |
The percentage of interactions for the skill that were not recorded. |
Use this widget to identify skills with recording issues, such as specific channels or contact types where recording is not working as expected.
Interaction Status by Agent
The Interaction Status by Agent widget is based on the Recorded & Not Recorded Interactions by Agent report set. It gives you a per‑agent view of recording performance.
Use this widget to identify agents whose recording percentages are significantly above or below their team average, and to target coaching or technical troubleshooting.
View report data
|
Column Name |
Description |
|---|---|
|
AGENT |
The name of the agent. |
|
TOTAL INTERACTIONS |
The total number of interactions handled by the agent. |
| RECORDED VOICE ONLY |
The number of interactions handled by the agent that were recorded as voice only. |
| RECORDED VOICE & SCREEN |
The number of interactions handled by the agent that were recorded with both voice and screen. |
| RECORDED SCREEN FOR DIGITAL |
The number of digital interactions handled by the agent that had screen recording. |
| RECORDED IVR |
The number of recorded IVR interactions handled by the agent. |
| RECORDED |
The total number of recorded interactions handled by the agent. |
|
% RECORDED |
The percentage of the agent’s interactions that were recorded. |
|
DEVIATION FROM TEAM AVERAGE |
How the agent’s recording percentage compares to the team’s average recording percentage. |
| NOT RECORDED VOICE ONLY |
The number of voice interactions handled by the agent that were not recorded. |
| NOT RECORDED VOICE & SCREEN |
The number of interactions handled by the agent where voice and screen were expected but not recorded. |
| NOT RECORDED SCREEN FOR DIGITAL |
The number of digital screen interactions handled by the agent that were not recorded. |
| NOT RECORDED IVR |
The number of IVR interactions handled by the agent that were not recorded. |
| NOT RECORDED |
The total number of interactions handled by the agent that were not recorded. |
|
% NOT RECORDED |
The percentage of the agent’s interactions that were not recorded. |
Use this widget to identify agents whose recording percentages are significantly above or below their team average.
Not Recorded by Reason
The Not Recorded by Reason widget is based on the Not Recorded Interactions by Reason report set. It gives a breakdown of interactions that were not recorded and why.
View report data
|
Column Name |
Description |
|---|---|
|
Reason |
The reason the interaction was not recorded, such as does not match any policy or recording alert. |
|
Interaction Count |
The number of not recorded interactions for the reason. |
|
% Not Recorded Interaction |
The percentage of all not recorded interactions accounted for by the reason. |
Use this widget to understand the main causes of missing recordings and to prioritize policy changes or technical fixes.
Recording Alerts
The Recording Alerts widget is based on the Recorded Alerts report set. It shows alert‑level details for not recorded interactions.
View report data
|
Column Name |
Description |
|---|---|
|
Alert |
The alert reason, such as ScreenAgent error or Call too short. |
| of Alerts |
The number of alerts for the alert reason. |
|
% of All Alerts |
The percentage of all alerts represented by the alert reason. |
Calculation logic:
% of All Alerts = # of Alerts by reason / Total # of Alerts
Use this widget to identify the most common technical or configuration issues affecting recordings, and to monitor the impact of any corrective actions you take.
Interaction Recording Details
The Interaction Recording Details widget is based on the Recorded & Not Recorded Interaction Details report set. It provides a row for each interaction in the selected period. For recorded interactions, you can open the recording player directly from the widget.
View report data
|
Column Name |
Description |
|---|---|
|
CHANNEL |
The channel of the interaction, such as Email, Chat, or Voice. |
|
START TIME |
The date and time when the interaction or segment started, in the format MM/DD/YYYY HH:MM:SS AM/PM (for example, 10/25/2025 12:39:00 PM). |
|
DIRECTION |
The interaction direction, such as Inbound. |
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CONTACT ID |
The identifier of the contact. |
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SEGMENT ID |
The identifier of the interaction segment. |
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SEGMENT CATEGORY |
The interaction or segment category, based on the available dimensions (for example, segment_category_dim_view). |
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RECORDED |
Indicates whether the interaction was recorded (Yes/No). |
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VOICE RECORDING STATUS |
The status of the voice recording, such as Applicable or Not applicable. |
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SCREEN RECORDING STATUS |
The status of the screen recording, such as Failed. |
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RECORDING ALERTS |
Any recording alerts associated with the interaction, such as ScreenAgent error. |
|
POLICY NAME |
The name of the recording policy applied to the interaction, such as Default policy. |
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NOT RECORDED REASON |
The reason why the interaction was not recorded, when applicable. |
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DISPOSITION |
The disposition value associated with the interaction, when available. |
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ANI |
The caller’s or contact’s phone number or address. |
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DNIS |
The number or address dialed by the contact, if available. |
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DURATION |
The duration of the interaction or segment (for example, 00:20 sec, 03:25 min). |
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ACW (SEC.) |
The after‑contact work time in seconds. |
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AGENT |
The name of the agent who handled the interaction. |
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SKILL |
The skill associated with the interaction. |
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TEAM |
The team associated with the agent. |
|
PLAY |
A control that lets you play the recording for recorded interactions. |
Use this widget for detailed investigation of specific interactions. For example, after identifying a spike in not recorded counts for a particular skill, you can filter this widget by that skill and time range to review individual records and any associated alerts.