Recording configuration is applied at the agent level and determines whether calls are recorded automatically or manually, whether the agent can control recording during a call, and whether the agent can review recordings from their own calls, from shared skill queues, or from other agents in their assigned role.

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WebRTC Agents Only
Recording modes apply only to agents using WebRTC extensions built in CCaaS. Agents using UC phones do not have recording controls within Xima — recording rules for those agents are managed within the UCaaS platform. Recording review access (own, skill, and role recordings) applies to both WebRTC and UC agents.

Recording Mode

Recording Mode determines whether calls are recorded automatically and whether the agent has access to recording controls during a call.

Recording Mode	Records Calls Automatically	Agent Recording Controls
`Automatic`	Yes	Yes
`Automatic (Pausing Prohibited)`	Yes	No
`Manual`	No	Yes
`Disabled`	No	No

Configuring Recording Mode

Navigate to User Management > Agent Licensing
Locate the agent and click the ellipsis next to their name, then select Edit
Scroll to the Recording Mode field and select the applicable mode
Click Save

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Note
If the ellipsis does not appear next to an agent's name, the agent is likely provisioned through a UC platform and recording rules must be managed within that UCaaS system.

Recording Review Access

Recording review access controls whether an agent can listen to call recordings from within CC-Agent Client. Access can be granted for the agent's own recordings, recordings from shared skill queues, recordings from other agents in their assigned role, and download permissions for the first two.

Own Call Recordings

When enabled, agents can access recordings of their own calls from the history view in CC-Agent Client.

To enable:

Navigate to User Management > Agent Licensing or User Management > UC Phone Licensing, depending on where the agent resides
Click the ellipsis next to the agent's name and select Edit
Enable Allow agent to review their own call recordings
Optionally, enable Agent may download their own recordings to allow the agent to download their own call recordings
Click Save

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Bulk Editing
To apply recording review access to multiple agents at once, select the checkbox to the left of each agent's name in the list view, then click the Bulk Edit button. Enable the applicable recording access options and save.

Skill Call Recordings

When enabled, agents can review recordings from any call within their assigned skill queues — including calls they were not personally a part of.

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Elevated Access
Skill recording access grants the agent visibility into all call recordings for their assigned skill queues. This permission is typically held by Supervisors and Managers. Enable only if agents are explicitly authorized to review queue-level call history.

To enable:

Navigate to the agent in Agent Licensing or UC Phone Licensing
Click the ellipsis next to the agent's name and select Edit, or select multiple agents for bulk editing
Enable Allow agent to review skill call recordings
Optionally, enable Agent may download skill call recordings to allow the agent to download recordings and create downloadable snippets from shared skill queues
Click Save

Role Call Recordings

When enabled, agents can review recordings for calls handled by other agents in their assigned Role, including calls that are not tied to a skill queue — such as a personal or direct call a skill-level grant would not otherwise cover.

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Contact Xima Support to Enable
Contact Xima Support to have this enabled before the option appears in Agent Licensing.
AGENT_ACCESS_RECORDINGS_BY_ROLE

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Elevated Access
Role recording access grants the agent visibility into every call recording for the agents in their assigned role, regardless of skill. This permission is typically held by Supervisors and Managers. Enable only if agents are explicitly authorized to review recordings across their role.

To enable, once the hidden setting above has been turned on:

Navigate to the agent in Agent Licensing or UC Phone Licensing
Click the ellipsis next to the agent's name and select Edit, or select multiple agents for bulk editing
Enable Allow agent to review role recordings
Click Save

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Requires a Role Assignment
Role call recording access has no effect until the agent is assigned to a Role. Without a role assignment, there are no other agents' recordings to review.