[Preferences] Call Recording

Please note that, while Talkdesk offers the option for you to record calls, if you choose to use this service, then you must comply with all state and federal laws, regulations, and rules prior to recording any telephone calls. Check with your legal department or lawyer to make sure you are compliant. Please refer to our Terms of Service for more information on this.

Administrators can configure Talkdesk to record Inbound Calls, Outbound calls, both or none.

Follow the guidelines below to configure your call recording settings and permissions to access call recordings:

 

Configuring Call Recording Settings

To configure your account settings related to call recordings, please follow these steps:

1. Log in to your Talkdesk account as an Administrator.

2. Select the Admin section [1].

3. Click the Channels item [2] under Service Settings.

4. On the Channels list tab, Select Voice [3]. 

5. Select the Recordings tab [4].

6. Select Edit [5] to allow for the recording settings to be changed.

7. Select the configuration option you wish to change.

Note: Unless “Continue recording on external transfer” is disabled, when call recording is enabled, calls will continue to be recorded even after the call is blind/warm transferred.

These account-wide settings can be overwritten for specific phone numbers.

You can also decide if you wish to allow agents to be able to manually pause and resume call recordings directly from the Talkdesk interface, and if you wish Talkdesk to automatically delete all call recordings after a predetermined amount of time.

 

Permission to Access Call Recordings

Once call recordings are enabled, keep in mind that by default, all roles can listen to all call recordings in the Calls and Reporting sections. To edit a role’s permission to listen to call recordings, please follow these instructions:

call_recording_roles_1.png

1. Log in to your Talkdesk account as an Administrator.

2. Select the Admin section [1].

3. Click on Roles and Permissions [2].

4. Select the relevant role [3] and once within the role’s page, click on “Permissions”, followed by “Edit”.

call_recordings_roles_2.png

   5. Scroll down to “Calls” [4].

   6. Select View, as well as Listen to Recording [5] to allow the role to listen to call recordings.

   7. In the “Select scope” drop-down [6], define the level of access to the call recordings:

    • Select All if you want the role to have access to all call recordings in the account.
    • Alternatively, select Ring Group or Agent to allow access to only the recordings of the calls handled by the role’s ring groups or only the recordings of the calls handled by the agent, respectively. Note: The play button is displayed for all calls with an available call recording, but only if the user has permission to access them.

8. When finished, click Save to apply these settings.

The set permissions will be reflected on the Calls section as well as on Explore, namely on the Calls Dashboard and the Calls Report. This means that users with access to this dashboard and/or report will be able to play call recordings according to the permissions set for the Calls section.

 

Permission to Download Call Recordings

Once call recordings are enabled, keep in mind that, by default, all roles are not able to download all call recordings in the Calls and Reporting sections. To edit a role’s permission to download call recordings, please follow these instructions:

call_recording_roles_1.png

1. Log in to your Talkdesk account as an Administrator.

2. Select the Admin section [1].

3. Click on Roles and Permissions[2].

4. Select the relevant role [3] to access the role’s page. Then, click on “Permissions”, followed by “Edit”.

4-6..png

5. Scroll down to “Calls” [4].

6. Select Download Recording [5] to allow the role to listen to call recordings.

7. In the “Select scope” drop-down [6], define the level of access to the call recordings:

  • Select All if you want the role to be able to download all call recordings in the account.
  • Alternatively, select Ring Group or Agent to allow the download of only the recordings of the calls handled by the role’s ring groups or only the recordings of the calls handled by the agent, respectively. Note: The play button is displayed for all calls with an available call recording, but only if the user has permission to download them.

8. When finished, click Save to apply these settings.

The permissions set here will be reflected on the Calls section as well as on Explore, namely on the Calls Dashboard and the Calls Report. In other words, this means that the users with access to this dashboard and/or report can download call recordings according to the permissions set for the Calls section.

 

Retention of Call Recordings

By default, call recordings are deleted after 6 months. To learn how to configure the retention policy of your call recordings, please check the article Call and Voicemail Recording Retention Policy.

 

Inbound and Outbound call Recording

Inbound and Outbound call recording can be controlled at multiple tiers within the Talkdesk CX Suite. The following setting controls whether manually dialed outbound calls are recorded and whether calls received directly to a Talkdesk agent will be recorded.

These settings operate independently of the Recording setting held within a Studio Flow. That is to say that when Recording is specified within a Studio flow that setting will override the configuration here.

Disable/Enable

To switch this feature on and off you can follow the instructions below.

1. Within Talkdesk Workspace continue through to Talkdesk Admin.

2. Once in Talkdesk Admin, select “Channels”

3. On the tab bar, select “Recordings” to administer specific Recording related features

4. Once inside “Recordings” settings, select “Edit” to modify the available recording settings

5. Scroll down to where you see settings for Call recordings

6. Select whether you want the ability to configure Inbound and Outbound call recordings. Note: This configuration controls recording of outbound calls made directly by the agent and calls received by an agent. This configuration setting is overridden if a Recording setting is configured within a Studio flow.

7. Select whether you want to enable or disable Inbound or Outbound call recordings.

8. Click “Save” to commit the changes.

 

Continue Recording on External Transfer

With the new External Transfers setting administrators can now enable and disable whether a call continues to be recorded following a transfer to an external number.

This new feature is controlled by the Continue Recording on External Transfer administration setting as explained below. The setting is controlled at the account level, when enabled or disabled the rule will apply to all calls on a customer CX Cloud instance. 

When Enabled, any calls which are externally transferred by an agent will have their recordings continue even after the transfer. This is the default setting.

When Disabled, any calls which are externally transferred by an agent will not have their recordings continued after the transfer. Example scenarios:

  • The Inbound contact call comes in to Agent. Agent blind transfers the call externally.  When the setting is Disabled, the external transfer portion of the call will not be recorded. The first portion of the call will be recorded.
  • The agent places an Outbound call to contact.  Agent blind transfers the call externally.  When the setting is Disabled, the external transfer portion of the call will not be recorded. The first portion of the call will be recorded.

This setting will not affect the following call types:

  • Transfers to Agents
  • Transfers to Ring Groups
  • Transfers to Private Extensions (e.g. Extensions on 3rd party PBX, Talkdesk Phone and Microsoft Teams)

Disable/Enable

To switch this feature on and off, you can follow the instructions below.

1. Within Talkdesk Workspace, continue through to Talkdesk Admin.

2. Once in Talkdesk Admin, select Channels.

 3. On the tab bar, select Recordings to administer specific Recording-related features.

 4. Once inside the Recordings settings, select Edit to modify the available recording settings.

 5. Scroll down to where you see settings for “External Transfers” and select whether you want recordings to continue after an external transfer (“Enabled”) or if you want them to stop (“Disabled”).

 6. Click Save to commit the changes.

 

Agent-Initiated Pause Recording

In Talkdesk, agents can manually pause and resume call recordings.

Once an administrator has enabled this feature, agents will see a recording button in Conversations.

This is a useful feature if you wish to, for instance, prevent the recording of any sensitive information during a call (e.g., credit card details). The feature can even be used in conference scenarios, where the first agent will be the one having control of the recording. 

To enable "Pause Recording" for the entire account, please follow these instructions:

1. From within the Recordings tab (Admin > Service settings > Channels > Voice), click Edit to enable changing of settings.

2. Scroll down to the Agent related settings and locate Agent-initiated pause recording.

3. Select whether you wish this feature Enabled or Disabled.

4. Save your changes.

It is also possible to define different "Pause Recording" settings on a phone number basis.

To do so, please follow these instructions:

1. Go to the Admin app [1].

2. Select the Numbers tab [2].

3. Click the phone number for which you would like to configure this setting [3].

4. Scroll down and click on Go to legacy settings.

5. Click the Custom Settings tab [4].

6. Select Yes next to "Override Account Settings" [5].

7. Select Yes next to "Agent-initiated Pause Recording" [6].

8. Press Save at the bottom of the page to apply your changes.

 

Note: If no rule is set for Agent-initiated Pause Recording, the phone numbers will inherit the account settings.

Learn more about how to pause call recordings in Conversations.

 

Dual Channels Recording

Dual channel recording allows you to obtain a stereo recording of your call with two distinct channels, one per party in the conversation: Channel A for the contact and Channel B for the agent. When played over stereo speakers, the left speaker becomes Channel A and the right speaker becomes Channel B. This can allow your organization to save time when analyzing call recordings by only focusing on one party at a time.

As your call volume grows, listening back to calls and analyzing your customer’s sentiment manually for quality assurance purposes can become a strenuous task; moreover, you may need an easier way to pick out the two parties on a call. With each party’s audio separated into its own track using dual channel, you can more easily automate actions such as transcription and topic analysis, as well as automated scoring for quality assurance purposes.

We recommend exploring Talkdesk Customer Experience Analytics (inclusive of Talkdesk Interaction Analytics™  and Talkdesk QM Assist™)  to use Artificial Intelligence and gain deeper insight into the key conversation drivers of your interactions, identify automation opportunities through self-service or agent assistance, while also streamlining the quality management process to boost CX.

 

How to Disable Dual Channel Recordings

By default, the dual channel recordings feature is enabled for all new accounts, however, if you still prefer to listen to your call recordings in one single mono channel, please follow the instructions below.

1. From within the Recordings tab, click Edit to enable the changing of settings.

2. Scroll down to the Dual Channel recordings setting.  

3. Select whether you wish this feature Enabled or Disabled.

4. Save your changes.

 

Important Note: Disabling dual-channel recordings will stop post-call transcriptions (based on call recordings) and cease your Customer Experience Analytics product from functioning to its full potential, as transcriptions won’t be made as per change date and still billed as they are processed but not used due to clashing format. Digital channel data or Virtual Agents won’t be affected and data will flow normally.

  

 

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