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Overview

The Recording and Retention (formerly Storage & Retention) provides administrators with a centralized location to govern retention policies, live supervisor monitoring behavior, and screen recording quality. With these settings, administrators can:

• Configure live monitoring during active calls
• Define global and agent-level screen recording resolutions to conserve bandwidth for remote or bandwidth-constrained agents.

Prerequisites

• Admin or System Manager permissions.
• Screen Recording enabled on the account
• Supported Talkdesk Agent Desktop version for real-time monitoring alerts.

Navigating the Recording Management Console

1. Log in to your Talkdesk account as an Administrator.
2. Navigate to Admin > Recording & Retention
3. You will see five dedicated configuration tabs:
   • Data storage: Configure multi-storage AWS S3 or Azure storage buckets. (available only for multi-storage customers)
   • Retention policies: Set data deletion schedules for calls, transcriptions, voicemails, and screen recordings.
   • Live monitoring: Live-monitor related behaviour.
   • Screen recording: Define account default and agent-specific screen capture resolutions.
   • Digital channels: Specify digital interaction types that require screen recording capture.

Configuring Multi-storage

Refer to this article.

Configuring Retention Policies

Refer to this article.

Configuring Live Monitoring During Active Call

Administrators can control whether supervisors can monitor agents only while they are on an active call.
 

To configure this setting:

1. Select the Live Monitoring tab.
2. Under the Live Monitoring section, locate Live monitoring during active call :
   • Enabled: Live monitoring can only be initiated when the agent is engaged in an active call.
   • Disabled (Default): Supervisors can initiate live monitoring regardless of whether the agent has an active call
3. Click Save to apply your changes.

Configuring Screen Recording Resolution (Account & Agent Level)

To prevent network strain for remote agents or environments with limited uplink speeds, administrators can customize video capture resolutions.

Setting Account-Default Resolution

1. In Recording Management, click the Screen recording tab.
2. Under Default Resolution, select your preferred baseline from the dropdown:
   • 480p: Low bandwidth / optimized data usage.
   • 720p (Recommended): Balanced quality and bandwidth.
   • 1080p: High-definition capture.
   • Adjustable to Screen Resolution (Auto): Automatically adjusts based on the agent's display and system capabilities.
3. Click Save.

Adding Agent-Level Overrides

If specific agents have constrained uplink bandwidth:

1. Under the Agent-Level Overrides section, click + Add Override.
2. Search and select the agent's name.
3. Select their specific Assigned Resolution (e.g., 480p).
4. Click Apply / Save. Resolution changes take effect on the agent's next login or call session.