The Contact Center Agent automatically begins to record your session whenever an interaction is initiated (inbound/outbound voice, email, or chat): the Record Call button is highlighted, and a message appears at the bottom of the Contact Center Agent indicating "Screen activity is being recorded".

Screen Recording Notes: Recordings are captured from all configured monitors, where multiple monitors are used.

The number of calls recorded depends on the scan percentage settings set by your service provider for inbound voice, outbound voice, email, and chat. For example, if the setting scan percentage is set for 10% for all interactions, than 1 in every 10 interactions is recorded. If the setting scan is set at 10% for inbound voice, 10% for outbound voice, 100% email and 100% chat, then 1 in every 10 inbound/outbound voice interactions are recorded while all email and chat interactions are recorded.