The Recordings group in the ribbon contains Record, Record and transcribe and Threatening call. Whether you can use them depends on your profile, on the flow and on whether the caller has consented.
Record
Click Record to record the call. The button turns red while the recording is running; another click stops it.
- Record only appears if your profile allows Call recording.
- While you have the caller on hold, the recording pauses.
- With the Record keyboard shortcut, you start and stop the recording of an incoming call without switching to the Agent — see Keyboard shortcuts.
- The finished recording belongs to the conversation. You find it later in the Tickets module.
When the flow controls the recording
The flow can record a call itself, even before it reaches you. It also determines whether you may stop and restart this recording. If this is not allowed, Record does not change anything. A supervisor can still start and stop the recording — see Recording and transcription.
Record and transcribe
Record and transcribe records the call and transcribes it at the same time. You see the text continuously in the Transcription module. Another click stops both.
- The button only appears if your profile allows Call recording and Show transcription.
- If a recording without transcription is already running, it is locked — and vice versa.
- What the caller says is only transcribed if they have consented.
Threatening call
If a caller becomes threatening, click Threatening call. The call is permanently marked as a threatening call and recorded immediately — even without consent and even if the flow otherwise controls the recording. The button turns red.
All supervisors receive the message Threatening call for agent … is being recorded with your name. As long as the threatening call is being recorded, Record and Record and transcribe are locked. Threatening call is available to you regardless of the call recording permission.
Calls you start yourself and callbacks
For calls you start for a skill and for callbacks, the skill can provide for automatic recording. It begins as soon as the customer picks up. The skill also determines whether only you or the customer as well are recorded and whether the call is transcribed. You can stop such a recording with Record.
A callback takes over the consent the customer gave during their original call.
Changing the language and translating
If a caller speaks a different language from that of the conversation, click Change language in the Support group and choose the language. If you are handling several conversations, first choose which one you mean.
- If you speak the new language yourself, only the language of the conversation changes.
- If you do not speak it and the skill has turned on Realtime translation, myContactCenter translates the call in both directions from then on: the caller hears your words in their language, and you hear theirs in yours.
Only languages that the skill can translate into or for which qualified agents are logged in are available. The language cannot be changed when listening to voicemails and recordings.
The Transcription module
The Transcription module shows what is said in the call as soon as it is being transcribed: speaker, time and text. Anyone without a name appears as Customer. Use the Language menu to have the transcript translated into one of your languages.
The module only appears if your profile allows Show transcription. If the speech service is briefly disrupted, transcription pauses and then continues by itself.