Enabling Agent Recording Review

If an agent is configured to be recorded, they may access their own recordings for review from their CCAC history menu.

Enabling the Agent for Recording Review

1. As an administrator of Xima CCaaS, log into the management UI, navigate to User Management and select either "Agent Licensing" or "UC Phone Licensing" depending on where the applicable agents reside.

   

2. Select the ellipsis next to the agent's name and choose "Edit"

   

3. ENABLE the checkbox "Allow agent to review their own call recordings"

   

4. Save your changes

**Pro Tip: ** If you need to apply this for more than one agent, use the bulk agent method. While viewing the list of agents, select the check box to the left of their names and then select the now visible "Bulk Edit" button. Enable the recording access checkbox for all selected agents and save.

Accessing Recordings as an Agent

Once a call has ended and the recording has processed an agent will see a play icon in the call history view.

1. As an agent, select the ellipsis next to your name and choose "View History"

   

2. Find the call you're looking to review

3. If you see this icon, the recording has processed and is available for your review

   

4. Selecting the icon will load a media player at the bottom of the agent screen

   

5. As an agent you may review, snip and download the recording. You will not be able to delete the recording.