Call recording and review

Recording inbound queue calls gives you something to coach against. This page covers how to turn recording on for a queue, where the files live, and how supervisors review them.

Enable recording on a queue

1. 1

   Open the queue

   Contact Center → Queues → pick the queue → Recording tab.

2. 2

   Choose what to record

   Options: All calls, Random sample (set a %), or External only (skip internal transfers).

3. 3

   Set retention

   Decide how long recordings are kept. 90 days is common; longer for regulated industries.

Review and score

Supervisors open Contact Center → Recordings, filter by queue, agent, or date, and play recordings in the browser. Add comments, tag for coaching, or attach an evaluation form.