RCX | Call recording Controls for Supervisor
Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.
Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.
4
votes
Jonathan Keeano
shared this idea
-
Katherine
commented
This is also important so calls are not being recorded if transferred to a third party and you drop off the call. Being able to transfer calls within CX to another agent or supervisor or request escalation assistance via barge-in you can continue to record calls, but not if the call is transferred off the system and the agent drop off completely.