CXone Mpower Recording

Recording provides omnichannel recording capabilities for audio and screen to support your Quality Management processes and to help adhere to compliance regulations.

Recording supports both stereo (by default) and mono recording. Stereo recording allows users to leverage analytic solutions, record participants separately, and play back only one side of a call. Contact your Account Representative if you have any questions.

Recording options include:

  • Encryption

  • Automated or on-demand pause/resume

  • Masking capabilities

    When there's any sensitive data during an interaction, the agent masks the recording. During masking, the screen recording is stopped until the interaction is unmasked or ends. Recording supports masking all active screen recordings when a voice recording is masked. This ensures that no sensitive data is transferred via digital channels. This capability is available with ScreenAgent version 2.1.40 and later.

    When such an interaction is played back, the masked part of the interaction is displayed as a blank screen. This means the interaction is not recorded and the sensitive data is not exposed.

Manage Recordings

  • There are a number of ways to initiate recording. See Ways to Record Interactions.

  • Calls on hold are not recorded. When an agent puts a caller on hold, the recording stops, and no audio from the hold period is captured, including hold music or anything the caller hears. Recording resumes only when the agent returns to the caller. If the agent consults with another agent or an external party during the hold period, that consultation is recorded.

  • Some actions you can take on recorded interactions:

  • Manage active and long-term storage for recordings with Cloud Storage Services.

  • You can use ScreenAgent to record and monitor agents' screen activity. For information about installing and configuring ScreenAgent, see:

  • To manage recordings from a customer's third-party telephony system, see Multi-ACD (Open).