CXone Recording provides omnichannel recording capabilities for audio and screen to support your CXone Quality Management processes and to help adhere to compliance regulations. Recording options include:
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Encryption
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Automated or on-demand pause/resume
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Masking capabilities
CXone Recording supports both stereo (by default) and mono recording. Stereo recording allows users to leverage analytic solutions, record participants separately, and play back only one side of a call. Contact your CXone Account Representative if you have any questions.
CXone Recording supports masking all active screen recordings when a voice recording is masked. This ensures that no sensitive data is transferred via digital channels. This capability is available with ScreenAgent version 2.1.40 and later.
What happens when an interaction is masked?
When there's any sensitive data during an interaction, the agent masks the recording. During masking, the screen recording is stopped until the interaction is unmasked or ends.
When such an interaction is played back, the masked part of the interaction is displayed as a blank screen. This means the interaction is not recorded and the sensitive data is not exposed.
You can manage your active and long-term storage for recordings with Cloud Storage Services.
There are a number of ways to initiate recording, see Studio Actions to Start/Stop Recording.
After interactions are recorded, here are some of the actions you can take:
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Search for interactions to play back and download, see Interactions: Search and Playback
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Delete recordings, see Interactions: Search and Playback
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See what interactions are getting recorded for your organization using the Recording Activity report
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Access recordings from: