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Recording Modes and Options

Recording Modes and Options control how calls are captured for an agent and what recording access is granted within CC-Agent Client.

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 or from shared skill queues.

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WebRTC Agents Only

Recording modes apply only to agents using WebRTC extensions built in Xima 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 recordings and skill 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 ModeRecords Calls AutomaticallyAgent Recording Controls
AutomaticYesYes
Automatic (Pausing Prohibited)YesNo
ManualNoYes
DisabledNoNo

Configuring Recording Mode

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

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, and download permissions for each.

Own Call Recordings

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

To enable:

  1. Navigate to User Management > Agent Licensing or User Management > UC Phone Licensing, depending on where the agent resides

  2. Click the ellipsis next to the agent's name and select Edit

  3. Enable Allow agent to review their own call recordings

  4. Optionally, enable Agent may download their own recordings to allow the agent to download their own call recordings

  5. Click 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:

  1. Navigate to the agent in Agent Licensing or UC Phone Licensing

  2. Click the ellipsis next to the agent's name and select Edit, or select multiple agents for bulk editing

  3. Enable Allow agent to review skill call recordings

  4. Optionally, enable Agent may download skill call recordings to allow the agent to download recordings and create downloadable snippets from shared skill queues

  5. Click Save