Summary of Issue

When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.

Current Behavior

Calls are transferred between agents.
Both agents are expected to have their portions of the interaction recorded.
Recording results are inconsistent:
Sometimes only the first agent's segment is recorded.
Sometimes only the second agent's segment is recorded.
The complete conversation is not always available for review.

Expected Behavior

A complete recording of the customer interaction should be available regardless of agent transfers.
All agent segments associated with a transferred call should be consistently captured and easily accessible.
Administrators and supervisors should be able to retrieve the entire call journey without having to locate multiple recordings or determine which segment was recorded.

Troubleshooting Performed Under Voice Queues & Skills > Queue Settings, the following recording configurations were tested:

Full Call Recording Only
Full Call Recording and Agent Segment Recording
Agent Segment Recording Only

None of these configurations resulted in the expected behavior of consistently recording all portions of transferred calls.

Business Impact

Incomplete recordings hinder quality assurance and coaching efforts.
Supervisors cannot reliably review the entire customer interaction.
Critical information may be missing when investigating customer concerns or agent performance.
Compliance and auditing requirements may be affected when portions of calls are unavailable.

Requested Enhancement

Improve recording reliability for transferred calls so that all call segments are consistently recorded.
Provide a unified recording experience that captures the complete interaction across multiple agents.
Enhance visibility into recording behavior during transfers and clearly indicate why any segment was not recorded.
Offer configuration options that ensure full call recordings remain intact regardless of transfers between agents or queues.