The optional Call Recording module enables authorized users to record any active call that Webex Contact Center manages.
Authorized users can create recording schedules and choose the queue, team, site, and agent for which they want to record voice calls, and for what time period. The system then starts recording the calls that match the criteria.
Because you cannot determine the total number of incoming calls and the number of calls to be recorded, Webex Contact Center uses predictive modeling to decide which calls to record. The models include pseudorandom number generator (PRNG) or deterministic random bit generator (DRBG). The accuracy in the percentage of calls that are recorded increases with the number of contacts.
The recordings are in standard .wav format. Authorized users can access these recordings directly and review them using standard third-party utilities. You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files.
The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the UI.