6.9 Recording, QM & WFM Setup
6.9.1 Recording Configuration (Per Chapter 3.10)
+-----------------------------------------------------------------------------+
| RECORDING CONFIGURATION BY REGION |
+-----------------------------------------------------------------------------+
| |
| REGION | CONSENT | STORAGE | RETENTION | PCI PAUSE |
| -----------+----------------+------------+-----------+--------------------|
| India | Single-party + | India DC | 365 days | Auto on DTMF |
| | Announcement | | (OSP req) | (Billing queue) |
| UK | Two-party | UK DC | 180 days | Auto on DTMF |
| | (GDPR) | | | |
| EU | Two-party | EU DC | 180 days | Auto on DTMF |
| | (GDPR + C5) | | | |
| Americas | Announce | US DC | 90 days | Auto on DTMF |
| | (state-depend) | | | |
| -----------+----------------+------------+-----------+--------------------|
| |
| [!]️ India OSP requires minimum 1-year (365 days) retention |
| |
+-----------------------------------------------------------------------------+
6.9.2 Recording Settings
Navigation: Control Hub -> Contact Center -> Settings -> Recording
| Setting |
Value |
| Recording Mode |
All Calls (100%) |
| Recording Format |
Dual-channel stereo |
| Recording Announcement |
Enabled |
| Recording Pause/Resume |
Enabled |
| Auto-Pause on DTMF |
Enabled (for PCI) |
| Storage Location |
Regional (per compliance) |
| Retention Period |
365 days (India), 180 days (EMEA), 90 days (US) |
6.9.3 Quality Management Setup
Navigation: Control Hub -> Contact Center -> WFO -> Quality Management
| Form Name |
Target |
Sections |
Score |
| QM_Voice_Sales |
Sales agents |
Greeting, Product Knowledge, Closing |
100 |
| QM_Voice_Support |
Support agents |
Greeting, Issue Resolution, FCR |
100 |
| QM_Digital |
Digital agents |
Response Time, Accuracy, Tone |
100 |
6.9.4 Workforce Management Setup
| Setting |
Value |
| Schedule Adherence Target |
95% |
| Grace Period |
3 minutes |
| Alert Threshold |
Below 90% |
| Forecast Method |
Historical + AI |