Edit a recording profile

You can edit existing recording profiles using the following procedure.

Edit a Recording Profile

1. In Enterprise Manager, under Recording Management > Data Sources, click Settings.

2. From the left-hand pane, select the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. associated with the Employees for whom you want to specify recording settings.

3. Click Recording Profiles (in the gray bar at the top of the screen). This screen displays all available Recording Profiles.

4. Select a profile, then click Edit.

5. Type a Name for the profile.

6. Enter a Description (optional).

7. If the Record Audio option appears, select one of the following settings:

   • Record - Record all audio calls for this group of employees. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.

   • Do Not Record - Do not record audio calls for this group of employees. Recording rules are ignored and cannot trigger the recording of audio calls.

   • Application Controlled - Record every audio call for this group of employees, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the audio call. If the call is kept, the recording includes all audio from the start to the end of the call.

   • Start On Trigger - Do not record audio calls for this group of employees until a recording rule is triggered or an external API command starts recording. Audio recording starts whenever the call starts, but the audio that came before the recording trigger is deleted.

8. If Record Chat appears, specify whether chat should be recorded for this group of Employees by setting Record Chat to Record or Do Not Record.

9. If the Record Video option appears, select one of the following options pertaining to video calls:

   • Record - Record all video calls for this group of employees. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.

   • Do Not Record - Do not record video calls for this group of employees. Recording rules are ignored and cannot trigger the recording of video calls.

   • Application Controlled - Record every video call for this group of employees, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the video call. If the call is kept, the recording includes all video from the start to the end of the call.

   • Start On Trigger - Do not record video calls for this group of employees until a recording rule is triggered or an external API command starts recording. Video recording starts whenever the call starts, but the video that came before the recording trigger is deleted.

10. If the Record Screen Share option appears, select one of the following settings pertaining to screen sharing activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. in calls:

    • Record - Record all screen sharing activity for this group of employees. Only a block recording rule, AIM command, or external API command can prevent screen sharing activity during calls from being recorded.

    • Do Not Record - Do not record screen sharing activity in calls for this group of employees. Recording rules are ignored and cannot trigger the recording of screen sharing activity during calls.

    • Application Controlled - Record all screen sharing activity during calls for this group of employees, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the screen sharing activity. If the screen sharing activity is kept, the recording includes all screen sharing activity from the start to the end of the call.

    • Start on Trigger - Do not record screen sharing activity during calls for this group of employees until a recording rule is triggered or an external API command starts recording. Screen sharing recording starts whenever the call starts, but the screen sharing activity that came before the recording trigger is deleted.

11. If the Record Text option appears, specify whether text should be recorded for this group of Employees by setting Record Text to Record or Do Not Record.

12. If the Record Email option appears, specify whether email should be recorded for this group of employees by setting Record Email to Record or Do Not Record.

13. If the Record Instant Messaging option appears, specify whether instant messages should be recorded for this group of employees by setting Record Instant Messaging to Record or Do Not Record. Instant messages are messages that are sent on any messaging platform Predefined logical group of server roles installed together on a physical server. including social media platforms such as Instagram, Facebook Messenger, WhatsApp and others.

14. If the Record Social Media option appears, specify whether public social media posts, such as tweets or Facebook posts, should be recorded for this group of employees by setting Record Social Media to Record or Do Not Record.

15. There are two ways to add Employees to a Recording Profile. Note that you may mix and match both types, including both Organizations and individual Employees in the same profile:

    • Organization: These are organizations created under Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface.. You may add multiple Organizations to a single Recording Profile. Selecting a parent Organization will automatically select its children, but you may de-select these individually.

      An organization cannot be assigned to more than one Recording Profile in a data source. If an organization is assigned to a Recording Profile in a data source, the organization is not available to be assigned to other Recording Profiles in that same data source. In this scenario, a warning message displays indicating the organizations listed do not include organizations that are already assigned to a Recording Profile.

    • Employee: Employees are set up under User Management Module that an administrator uses to create a profile for each employee in their organization.. Select one or more employees from the left-hand pane, then use the arrow buttons to move them to the right. If there is a large number of employees, you can use the filter tool to narrow the selection.

      An employee cannot be assigned to more than one Recording Profile in a data source. If an employee is assigned to a Recording Profile in a data source, the employee is not available to be assigned to other Recording Profiles in that same data source. In this scenario, a warning message displays indicating the employees listed do not include employees that are already assigned to a Recording Profile.

16. Click Save.

Related topics 

Create a recording profile