The Compliance Manager feature helps manage and automate the handling of voice and screen recordings. It allows administrators to set rules for the number of calls to record, the retention period for recordings, and the archiving process, ensuring compliance with company policies and legal guidelines.

Accessing Compliance Policy

Access to the compliance policy is governed by permissions, ensuring that only users with the relevant permissions can access it.

Permissions for Compliance Policy:

1. Recording Config: View

   • Allows the user to view the Compliance Manager module but not to edit or create policies.

2. Recording Config: Edit

   • Allows the user to view, edit, and create Compliance Policies. This permission includes the view permission.

To Create a Compliance Policy

1. Click the New Tab icon. Under Platform Modules, click Compliance Manager within Love.

   

2. On the Compliance Policy window, click Create Compliance Policy in the top right corner.

   

Fields for Creating a Policy:

1. Sampling Criteria

   Sampling criteria determine which calls to record based on a specified percentage and a maximum number of calls allowed per day. The calls are then randomly selected within these parameters.

   

   1.1 Percent of Voice Calls to Record

   • Description: Specifies the number of calls to be recorded out of every 100 calls.

   • Range: 0 to 100

   • Validation: This is a mandatory field.

   1.2 Max Calls to Record (Daily)

   • Description: Defines the maximum number of voice calls to be recorded in a day.

   • Validation: Must be greater than 0.

   1.3 Percent of Screens to Record

   • Description: Indicates the number of screens to be recorded along with voice recordings.

   • Range: 0 to the value of "Percent of Voice Calls to Record"

   • Validation: Should be less than or equal to "Percent of Voice Calls to Record" as voice recording is mandatory for screen recording.

   1.4 Max Screens to Record (Daily)

   • Description: Defines the maximum number of screen recordings per day. This is auto-populated based on "Max Calls to Record (Daily)" and "Percent of Screens to Record."

   1.5 Record After-Call Work (ACW) Screen

   • Description: Enables screen recording for After-Call Work (ACW).

2. Maintenance

   • Archive/Hide: Removes recordings from the UI but retains them in the backend.

   • Deletion: Permanently deletes recordings from the backend.

   2.1 Voice Recording Maintenance

   • Set the archival period (in number of days) for primary recordings, transcripts, and snippet recordings.

     

   • Set the deletion period (in number of days) for primary recordings, transcripts, and snippet recordings.

     

   2.2 Screen Recording Maintenance

   • Archive or delete screen recordings in this section.

     

Edit an Existing Compliance Policy

You can navigate to the Compliance Manager home page to edit any policy. However, keep in mind the following considerations:

1. Retention Settings:

   • Changing an existing policy will not alter the deletion or archival times of cases that were previously governed by that policy.

2. Sampling Criteria:

   • Changing the sampling criteria during the day will reset sampling settings (e.g., Max Calls to Record) for that day.