What part of the conversation does call recording include?

Call recording varies based on the call type:

• For inbound, call recording gets initiated once it is transferred to a Skill or an Agent based on configuration
  • As long as the call is in the IVR mode it does not get included in the CDR recording file
  • Users have an option to select between 'full conversation' or 'only conversation recording' at the Skill configuration
• For outbound, call recording gets initiated from the moment agent is connected & it is ringing on the customer side (OR) both agent & customer are connected in a conversation
  • Users have an option to select between 'full conversation' or 'only conversation recording' at the campaign configuration
• In case of transfers (Skill, Agent, Phone or IVR) in any mode (Blind or Warm)
  • The main call recording will include the conversation between the transferred party & the customer
    • But it does not apply to IVR transfers

Note: Separate call recording file (in Call Detail Report) gets generated in case of transfers or conferences.