Conditions

Each recording rule consists of a set of conditions (such as "extension starts with") and actions (record, block, and so on). A rule will trigger the specified action when contacts between employees and customers meet the specified criteria. You can combine rules in multiple ways to meet your requirements.

Examples:

Consider the following:

You could create a rule stipulating that "if Contact Duration is Greater Than 20 minutes (1200 seconds), then Record Audio, at a level of 25% of all contacts (with Randomize on Individual member enabled)," the call should be recorded. This will provide a sample of contacts lasting longer than 20 minutes, and handled by a range of employees. You could use the results to examine whether certain factors may be contributing to lengthy resolution times in a support center.
IYou have an employee within your organization who is particularly successful at finding resolutions to customer issues, without placing the caller on hold to seek additional help or resources. You could create a rule that specifies "if Employee Name is Equal to AgentABC and Time on Hold is Equal to 0 (zero), then Record Audio and Screen at a level of 100%." You could use the captured data to analyze whether the employee uses strategies that are repeatable.
You are running a specific campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., and you want to determine whether specific supervisors were successful in communicating to employees the key goals of the campaign. Assume all calls for this campaign are to a special promotional number. You may create a rule such as "if Number Dialed Equals 1-800-555-5555, then Record Audio, at a level of 10% of all contacts, where the Supervisor Name is Equal to Supervisor A Or Supervisor B (with Randomize on Individual member enabled)." This will record a random sampling of campaign-related calls to employees working for Supervisors A and B.
You want to monitor calls received during particular time periods. In this case you can create a rule that runs on a specific schedule, triggering contact The entire communication experience for a customer, from beginning to end. recording on certain days or during defined time periods.