Record on demand
Quality Management workflows can handle most recording situations, but you might encounter a situation that isn’t covered by a workflow. The Recording Controls page allows you to override these workflows and work with calls directly.
Prerequisites
- You have the Recording Controls set of permissions.
- Your organization has configured metadata for contacts (needed to Attach metadata to a contact).
- Your organization has configured tagging (needed to Tag a call for a different retention time).
Page location
Recording Controls
Procedures
Log in to Recording Controls
This is always the first step in using Recording Controls.
- Click Log In.
- Enter your extension in the Telephone Extension field.
- Click Submit.
Record your screen
These steps record only your screen, not audio. You can record your screen even if you’re not on a call, so this feature lets you record chat or email contacts.
- Click Start Screen.
- Click Stop Screen when you are finished recording.
You might want to pause a recording if you are handling sensitive information, such as credit card numbers. This procedure pauses both screen and audio recording. When you play back the contact, the audio is silent during the pause, and the screen shows a pause symbol.
- Click Pause.
- Click Resume to continue recording.
Immediately delete part of a recording
This process is similar to Pause the recording, but it automatically deletes the part of the call that you don’t want to record instead of keeping part of the recording silent.
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While the call is being recorded, click Segment and Save before the confidential part of the contact begins.
EXAMPLE You are helping a customer place an order. You click Segment and Save right before the customer gives you their credit card number.
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Click Segment and Delete when the confidential part of the call is over.
IMPORTANT When you click Segment and Delete, Workforce Optimization immediately deletes the confidential part of the call. This segment does not go to the recycle bin.
- Click Stop Screen when you are finished recording.
Mark a segment of a call
Marking a call segment is like putting a bookmark inside the call. There are two situations when you might want to mark a call segment:
- If you are on a call that would not normally be recorded, you can start both audio and screen recording.
- If you are on a transfer or conference call, you can mark when the call was transferred or when another person was added to the call.
- Click Segment and Save.
- Click Stop Screen when you are finished recording.
If your organization uses metadata for contacts, you can attach metadata to contacts that you record with Recording Controls. You can attach metadata to an active call and to the most recent call. You cannot attach metadata to calls older than that.
- Click Add Metadata.
- Select the metadata type from the Metadata Key drop-down list.
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Enter the metadata value in the Metadata Value field.
EXAMPLE You need to add a comment to the contact recording. You select Comment from the Metadata Key drop-down list and enter your comment in the Metadata Value field.
- Click Submit.
Tag a call for a different retention time
Your Workforce Optimization administrator controls how long recordings are available. However, you can give a contact a different retention time by tagging it. Tagging a contact applies whatever retention period your organization has set up for tagged contacts.
- Click Tag.
Related topics
- How Recording Controls work—In-depth information about how Recording Controls work.
- Automate QM workflows—Settings for which recordings to keep and delete.
- Manage what contacts are recorded—Settings for automatically recording contacts.
- Manage metadata fields—Background work for attaching metadata to a contact.
- Tag a contact—Background work for tagging contacts.
- Manage roles and permissions for QM, Analytics, and Insights—Information about the Recording Controls set of permissions.