Thanks everyone!
I guess I misunderstood the way "Proactive Recording" works. I thought it was a case of "Record Everything" but then throw away any recording that there wasn't a specific reason to keep - not keep everything that there isn't a specific reason to delete!
This leads me to a bit of a conundrum - I think it will end up being a ticket, but I have some calls missing recordings that, based on the above, should be there.... (That's actually what started this investigation!)
------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------
Original Message:
Sent: 06-01-2024 16:35
From: Paul Simpson
Subject: Why did a call get recorded?
Hi,
I have a bit of a weird one..
I have some calls that are being recorded, but I can't see why! They are outbound calls made on behalf of a Queue, but as far as I can tell, there are no Policies in place to record calls for either the Queue or the Agent. I've looked at the recording metadata, but it gives me no information about what triggered the recording.
So, does anyone have any suggestions as to how I can track down what triggered the recording?
TIA
#QualityManagement
------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------