Recording Activity

Related Products or Features: Business Intelligence (BI) Reports, CXone Recording

Required Role Permissions:Report Viewer, Recording Activity Report

Required Employee Settings: Can View BI Reports

The Recording Activity report is a great way to see which interactions are getting recorded for your organization. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and identify potential or existing issues with your recordings.

The data you can see in the Recording Activity report depends on the view assigned to you in your employee account.

If your interactions are not recording as you anticipated, you can troubleshoot your recordings to fix any issues.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Comply with recording KPIs—Elise manages several groups of agents. One of her KPIs is to make sure all digital interactions are recorded for her teams.

Each week, she runs the Recording Activity report and apply the time period filter for the last 7 days, and select only her teams (or skills).

The Not Recorded widget gives Elise a bird's eye view of interactions that weren't recorded. If there are any digital interactions that weren't recorded, she can easily view who the agents were by clicking on the Screen for Digital section of the widget and selecting View list of interactions.

Validate that recordings adhere to contact center policy—Tyler is responsible for tracking recording percentages for the entire contact center. Every month, he needs to provide the contact center manager a report with the list of employees who are not recorded because the interaction didn't match a recording policy.

Each month, he runs the Recording Activity report by defining the time period for the last 30 days.

The Not Recorded by Reason widget on the Not Recorded page gives Tyler a quick overview of the interactions that weren't recorded. He can drill down to the list of interactions by clicking on the Does Not Match Any Policy section of the chart and selecting View list of interactions.

Tyler then exports the data to an Excel spreadsheet to share with the manager of the contact center.

Recording Activity: Overview Page

The Overview page in the Recording Activity report displays recording data in 4 different widgets. Each widget presents the recording data from a different perspective.

Refine the information displayed on this page by filtering by channel, date, direction, skill, and/or team.

Recording Activity: Not Recorded Page

The Not Recorded page in the Recording Activity report displays data for interactions that weren't recorded in 4 different widgets. Each widget presents the recording data from a different perspective.

You can filter by channel, date, direction, skill, and/or team to refine the information displayed on this page.

If your interactions are not recording as you anticipated, see Troubleshoot Recordings.

Not Recorded by Reason

This donut chart displays a breakdown of the total number of interactions that were not recorded, by reason.

The legend on the right displays the different colors and their corresponding reasons:

Does not match any policy—None of the recording policies were triggered by this interaction.
Not recorded due to recording %—A recording policy was triggered by this interaction, but it wasn't recorded due to the recording percent defined in the policy.
Do not record policy—A do not record policy was triggered for this interaction.
Declined consent in IVR—In the IVR, if a customer declines recording consent, CXone Recording won't record the call.
Not applicable—Historical interactions that were not set to record.
Recording alerts—see Recording Alerts.

You can open a specialized report from this chart which focuses on interactions not recorded for a specific reason. Click on the section of the chart and select View list of interactions from the tooltip. Return to the Not Recorded page by clicking the back arrow at the top left of the page.

Recording Alerts

This stacked bar graph displays a breakdown of the total number of recording alerts by alert type.

The legend on the right displays the different colors and their corresponding alert type:

ScreenAgent error—There are multiple reasons, such as the agent doesn't have ScreenAgent NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues.
Audio not available: incomplete audio data—Audio isn't available for this interaction (incomplete audio data). Contact NICE CXone support.
Audio not available: missing audio packets—Audio isn't available for this interaction (missing audio packets). Contact NICE CXone support.
System error—General error. Contact NICE inContact support.
Call too short—Call is less than 4 seconds so cannot be recorded.
Masking failed—Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click Action and select Delete Recordings.
Recording stopped on demand—Recording stopped by the user.

You can open a specialized report from this chart which focuses on interactions not recorded due to a specific alert. Click on the section of the chart and select View list of interactions from the tooltip. Return to the Not Recorded page by clicking the back arrow at the top left of the page.

Not Recorded by Team

This table lists the teams and the percentage of the interactions that were not recorded.

You can open a specialized report from this chart which focuses on interactions not recorded for a specific team by clicking the team name.

From this page you can:

Drill down to a list of interactions for the team by clicking the team name.

Return to the Interactions Not Recorded by Team page by clicking the back arrow at the top left of the page.
Drill down to a list of interactions for a single reason by clicking on that section of the chart.

Return to the Interactions Not Recorded by Team page by clicking the back arrow at the top left of the page.
Drill down to a list of interactions for a single alert by clicking on that section of the chart.

Return to the Interactions Not Recorded by Team page by clicking the back arrow at the top left of the page.
Return to the Not Recorded page by clicking the back arrow at the top left of the page.

Not Recorded by Skill

This table lists the skills and the percentage of the interactions that were not recorded.

You can open a specialized report from this chart which focuses on interactions not recorded for a specific skill by clicking the name of the skill.

From this page you can:

Drill down to a list of interactions for the skill by clicking the skill name.

Return to the Interactions Not Recorded by Skill page by clicking the back arrow at the top left of the page.
Drill down to a list of interactions for a single reason by clicking on that section of the chart.

Return to the Interactions Not Recorded by Skill page by clicking the back arrow at the top left of the page.
Drill down to a list of interactions for a single alert by clicking on that section of the chart.

Return to the Interactions Not Recorded by clicking the back arrow at the top left of the page.
Return to the Not Recorded page by clicking the back arrow at the top left of the page.