Pre-defined plan includes different recording parameters for deciding what conversations to record:
Campaign/ Service
Agent
Date (start-end)
Outgoing calls, incoming call flow or both
Percentage

Presence Recording validates the recording plan when each call goes through the ACD. Once the call meets one or more parameters, is recorded from beginning to end.

Upon agent request, Presence Recording delivers a pop-up message to ask if the call should be recorded, allowing agents to decide what parts are recorded after requesting customer’s permission.