Recording
Once you have completed the storage provider step, you may modify your recording options.
By default, recording of audio & video will start automatically when the agent enters the room.
Options
Select the "Manual" option to disable automatic recording, and select the "Audio only" option if your organization does not require video recording.
- Average 1 minute duration video stream: 1.8 MB
- Average 1 minute duration audio stream: 0.3 MB
- Average 1 minute duration audio/video: 2.11 MB
Example: 1 minute duration consisting of 2 participants (agent & customer)
- Basic video call will have x2 audio/video streams: 4.22 MB
- Video call with screen sharing will have x2 audio/video streams + x1 video stream: 6.02 MB
Please note that these are rough estimations. Variations in background, movement, lighting and fluctuations in sound can affect the final size slightly.
Recording
Enable or disable co-browse recording. Some notes:
- The call must already be being recorded for a co-browse session to get recorded. This means if you start a co-browse session without having started a recording, it will not get recorded, even if you start recording at a later time while on an existing co-browse session.
- On a co-browse session initiated by a PIN, recording starts automatically, if enabled here.
You can also add or remove permissions for agents and supervisors.
Each agent can only view and export their own recordings. You can disable the ability to export a recording.
Each supervisor can also delete an exported recording. You can disable this ability as well. Only an admin can then delete an export.
Export
Bulk export of recordings is a powerful feature where the supervisor can select one or more interactions that have recordings and export them.
You can modify the name of the exported recording in this section.
Accepted characters for the file name are alphanumeric, '-', '_' and '@'. White spaces are not allowed.
