Validate Agent Consent for Call Recording
Updated
An agent’s consent must now be obtained before recording a call. Prior until this, all calls were recorded without consent, which was not in compliance with the General Data Protection Regulation (GDPR). Obtaining the agent's approval is now required. This feature is DP enabled. After the DP is activated, consent will be required to record a call. If the DP is not activated, consent does not need to be obtained.
Enablement Note: To learn more about getting this capability enabled in your environment, please work with your Success Manager.
Preconditions to Enable Call Recording
Prior to recording the call, make the following checks:
If agent has given the consent to record the call.
Agent’s “Recording Consent” field is Yes (True).
All participants in the call have provided their consent for the recording.
Additional Scenarios
Scenario 1: Consent flag is NO (False)
In case of conference calls, when another agent joins the call whose consent flag is set to NO (False), the entire recording will pause.
Scenario 2: Agent drops the call
The original call recording between the first agent and the customer will resume if the second agent, whose consent flag is set to NO, has dropped off from the call.
Scenario 3: Agent tries to manually start the recording
Even if the agent initiates the recording manually, consent should still be verified. The error notice "Agent's recording consent is False" appears if the agent's consent is not given.
