Recording Activity

The Recording Activity report is a great way to see which interactions are getting recorded for your organization. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and identify potential or existing issues with your recordings.

The data you can see in the Recording Activity report depends on the view assigned to you in your employee account.

If your interactions are not recording as you anticipated, you can troubleshoot your recordings to fix any issues.

Examples of Use

  • Comply with recording KPIs

    Elise manages several groups of agents. One of her KPIs is to make sure all digital interactions are recorded for her teams.

  • Validate that recordings adhere to contact center policy

    Tyler is responsible for tracking recording percentages for the entire contact center. Every month, he needs to provide the contact center manager a report with the list of employees who are not recorded because the interaction didn't match a recording policy.

Overview Page

The Overview page displays recording data in four widgets. Each widget presents the recording data from a different perspective.

Refine the information displayed on this page by filtering by channel, date, direction, skill, and/or team.

Not Recorded Page

The Not Recorded page displays data for interactions that weren't recorded in four widgets. Each widget presents the recording data from a different perspective.

You can filter by channel, date, direction, skill, and/or team to refine the information displayed on this page.

If your interactions are not recording as you anticipated, see Troubleshoot Recordings.