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Call Recording 

LiveVox records all calls between an agent and a customer by default. The call recording begins immediately after a call is bridged to an agent and captures everything that the caller hears during the conversation. By default, calls that are transferred externally from LiveVox by an agent continue to be recorded, though this can be disabled. The maximum duration for a call recording is 240 minutes. The minimum recording duration is 1 second. Calls connected to an agent for less than 1 second are not recorded.

  • The ability to continue or terminate recording for calls transferred off LiveVox (external transfer) is set at the service level.
  • If an agent disables call recording using call recording controls before transferring the call externally from LiveVox, the call is not recorded.

Screen Recording 

LiveVox provides configurable screen recording functionality for each agent desktop. The system captures all agent screen activities through the Agent Desktop Native (ADN) application. Screen recording begins when an agent goes into the In Call state and ends when the agent selects a termination code or if the login session is disconnected.

  • The Screen Recording option is displayed only if the feature is enabled. Contact your Account team to request this functionality. Screen Recording comes at an additional cost.
  • To enhance the reliability and availability of screen recordings, LiveVox uses cloud object stores. To verify the enabled Enhanced Screen Recording Storage option for the portal, go to Configure > Services > Client > Billing > General. This is the default setting.
  • To use the Agent Screen Recording feature, you must install the Agent Desktop Native application on the agents’ systems. For detailed information, see the Agent Desktop Native Installation on Product Documentation.

To configure call recording and screen recording jobs, see Working with Call recording and Screen Recording Jobs.

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