Create a recording rule

A recording rule defines,

the action the Integration Service must take when it encounters a contact The entire communication experience for a customer, from beginning to end. or part of a contact that matches the rule’s conditions.
the amount of audio to record.
how to apply the rule across a pool of employees.
whether to record the screen 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. of an employee after a call.

You must also create a schedule and conditions for each rule.

Procedure

In Enterprise Manager, click Recording Management > Recording Rules > Settings, then click Create.

The settings page displays with a new rule for you to configure.
Name and Description - Type a name (required) for the rule, and a description (optional).
Status - Select the Enabled check box if you want the rule to take effect right away. If this check box is not selected, the rule never takes effect.
Audio Content - Select this check box to record audio content.

Use the slider to the right of the check box to specify the percentage of audio contacts to be recorded and saved. For example, move the slider all the way to the right to record 100% of audio contacts. Optionally, you can type a percentage value in the text box to the right of the slider to specify the percent of the audio contacts that are recorded and saved.

The Block and Tag Only / No Action check boxes are unavailable when this check box is selected.
Screen Content - Select this check box to record screen content.

Use the slider to the right of the check box to specify the percentage of contacts for which to record and save the associated screen activity. For example, move the slider to the half-way point to record screen activity for 50% of all contacts. Optionally, you can type a percentage value in the text box to the right of the slider to specify the percentage of contacts for which associated screen activity is recorded and saved.

The Block and Tag Only / No Action check boxes are unavailable when this check box is selected.
Video Content - Select this check box to record video content.

Use the slider to the right of the check box to specify the percentage of video contacts to be recorded and saved. For example, move the slider to the three-quarters point to record 75% of all video contacts. Optionally, you can type a percentage value in the text box to the right of the slider to determine the percentage of video contacts that are recorded and saved.

The Block and Tag Only / No Action check boxes are unavailable when this check box is selected.
Block Content— Select this option to block the content. The Integration Service server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system. contains additional settings that define its behavior upon receipt of a block command. Block commands take precedence over Record commands. When you select this option, 100% of calls are blocked.

This option is unavailable if either the Audio Content, Screen Content, Video Content, or Tag Only / No Action check boxes are selected. To select this option, you must clear all check marks from the Audio Content, Screen Content, Video Content, and Tag Only / No Action check boxes.
Tag Only / No Action—Select this option to tag other actions on the call. This option can be used with after call work (ACW) and tagging functionality. When you select this option, 100% of calls are only tagged.

This option is unavailable if either the Audio Content, Screen Content, Video Content, or Block check boxes are selected. To select this option, you must clear all check marks from the Audio Content, Screen Content, Video Content, and Block check boxes.
Use Person Level Recording Percentages - Select this check box to use the recording percentages set for employees.

Person level percentages can be set for individual employees or for all employees in an organization. Percentages set for individual employees, or for all employees in an organization, will override any percentages set under Recording Rules in Recording Management.

Change either the person level percentages for individual employees or the person level percentages for all employees in an organization, as described below:

Change the person level percentages settings for individual employees:
1. Navigate to User Management Module that an administrator uses to create a profile for each employee in their organization. > Employees > Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface..
2. Make sure that Inherit Settings from Current Organization is not selected.
3. In the left pane, select the specific employee for whom you want to specify a person level percentage.
4. Under Recording Properties, for each of Audio, Video, and Screen Recording (as applicable), select Percentage, and specify a number in the field. Please note that if you specify a percentage here, but do not select the Use Person Level Recording Percentages check box, the system will use the percentage from the Recording Rules page in Recording Management.
  
  If you select System Defined, the system uses the percentages set under Recording Rules in Recording Management in Steps 4 - 6. In this situation, the system will use this setting, even if on Recording Rules page you have selected the Use Person Level Recording Percentages check box.
5. Click Save.
6. Repeat steps c. through e. for each employee for whom you want to specify a person level percentage.
7. Continue to step 10.
Change the person level percentages settings for all employees in an organization:
1. Navigate to User Management > Employees > Interactions.
2. Make sure that Inherit Settings from Current Organization is selected.
3. Navigate to Interactions > Administration > Interaction Settings.
4. In the left pane, select the organization for which you want to specify person level percentages for all persons in the organization.
5. Under Recording Properties, for each of Audio, Video, and Screen Recording (as applicable), select Percentage, and specify a number in the field. Please note that if you specify a percentage here, but do not select the Use Person Level Recording Percentages check box, the system will use the percentage from the Recording Rules page in Recording Management.
  
  If you select System Defined, the system uses the percentages set under Recording Rules in Recording Management in Steps 4 - 6. In this situation, the system will use this setting, even if on the Recording Rules page you have selected the Use Person Level Recording Percentages check box.
6. Click Save.
7. Repeat steps d. through f. for each organization for which you want to specify person-level percentages.
8. Continue to step 10.
  
  This option is unavailable if either the Block or Tag Only / No Action options are selected.
Randomizer on Individual Person - Select this check box to ensure that, within the calls that meet the criteria, calls are recorded for a random sampling of employees when available.

If the percentage of calls to save is less than 100, and the rule conditions include more than one employee or supervisor, the random check can be applied to each individual or for the group as a whole. For example, there are 100 calls for 10 employees, and you have specified that 10 percent of calls be recorded. If Randomiser on Individual Person is not enabled, any number of the 10 recorded calls may be for just one employee. If Randomiser on Individual Person is enabled, each employee will be given equal treatment when the rule is triggered. So if each employee gets 10 calls, then the supervisor is assured that he can expect 10 percent, or 1 call per employee, to be recorded.
After Call Work - To record an employee’s activity after a call:
1. Select the After Call Work check box.
2. Beside Recording time after call work (Seconds), specify a time in seconds for which to record the employee’s work after the call terminates.
  
  The After Call Work feature:
  - tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. the call with an attribute (Wrapup Time) that indicates how much time the employee spent doing after call work. (Even if there is no recording.)
  - records after call screen activity after the call terminates, if screens were being recorded.
See the Recorder Call Flow Guide for information about the scenarios to which this applies.
The employee’s after call work time is tracked until any one of the following occurs:
- The amount of time entered in the Recording time after call work field elapses.
- The employee receives a new call.
- A switch event indicates the employee is no longer in the After Call Work state.
For Trading environments only, optionally configure the User-Defined field (UDF) populated when the rule triggers:
- Tag stored in: select which UDF field to use to store a value.
- Tag value: provide the value to store in the UDF field. The default value is the rule Name. You can enter any value. This field is only used when a UDF field is selected in the Tag stored in setting.
Mark As Exception - Select this check box to have contacts that meet the criteria of this rule marked as exceptions, allowing you to further distinguish certain types of contacts from the rest. (For example, you may need to identify calls with a number of transfers above a certain threshold.)
Installations - Specify where you want this rule to apply. You can apply the rule to individual Integration Services, entire sites, or across the enterprise.
Click Save.