Managing call recording options in Talk

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18 Comments

  • Taylor

    How do other customers handle the recording of outbound calls and consent if the option to opt in or out of that is not offered for outbound calls?

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi @...,

    My go to is always "Hi this is Brandon from 729 Solutions on a recorded line."

    0
  • Rudolph Beaton
    Zendesk Luminary

    The ability to delete a recording should be more flexible than "admin only". Ideally, it would be a customizable option under "roles".

    5
  • Jason Cornelius

    It seems that for outbound calls the default behavior is for calls to be recorded, even with the "Allow agents to control call recording" setting selected.  I want recording to be OFF at the start of a call, while allowing the agent to turn recording on at any time (after receiving consent).

    Is there no way to accomplish this natively in Zendesk?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Jason Cornelius

    Natively not possible yet on Zendesk's end. But that does sound like a good feature to add in our roadmap. I encourage you to create a post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. 

     

    0
  • Stuart Warren

    It seems that i do not have the setting options that are shown in the above screenshots. This is what I see when accessing Lines>Call recordings

    Our current subscription is the old Advanced plan, does this feature extend to Advanced?

    0
  • Elaine
    Zendesk Customer Care

    Hi Stuart,

    This feature is currently available on the following plans:

    Zendesk Suite:

    • Professional
    • Enterprise
    • Enterprise Plus

    Zendesk Talk:

    • Professional
    • Enterprise

    Also, the Talk Advanced plan has stopped receiving feature updates since 2019 as mentioned in the Legacy Talk plans prior to September 6th, 2017, while this feature was released on February 2020.

    I hope this helps! Stay safe! :)

    0
  • Kelsey Davis

    Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks

    0
  • Dane
    Zendesk Engineering
    Hi Kelsey, 

    Call Duration will start from the time the call is connected to when the call was disconnected. Call recording cannot affect it at all.
    0
  • Kathy

    Hi,

    Is there a way to limit which group has access to call recordings?

    Thanks!

    0
  • Dekbi
    Zendesk Customer Care
    Hi Kathy,
     
    Apparently, there are no native settings in Zendesk that would grant permission to recordings per group or control agents access to call recordings.
     
    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
    0
  • Ryan Christian

    Hello, the following line (under "What is not recorded") is a bit unclear to me:

    > Any consultation, usually before transferring a call to another party (warm transfers)

    Does this mean that if a call is transferred, we lose that portion of a recording? We'd very much like to keep the entire recording, as it can contain important context.

    0
  • Sandeep Jindal

    We are getting started with Zendesk Talk and realized that agents have the option to delete call recordings from tickets. How do we disable this?

    0
  • Dekbi
    Zendesk Customer Care
    Hello Ryan‍ ,
     
    Thanks for explaining your use case.
     
    At this time, unfortunately, we don't support call recording for consultations (warm transfer). 
     
    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
    0
  • Ryan Christian

    Apologies for the long delay,

    So we can continue to record calls after the customer has been transferred to an external party, but the recording will not continue when transferred internally? This seems incredibly backwards, so I can't believe I'm understanding that correctly.

    To be clear, if a customer calls and gets agent A, and agent A transfers to agent B, we want the full conversation of A & B saved.

    0
  • Andris Vilcāns

    Hello Zendesk,

    According to GDPR regulation in EU Art. 13 GDPR Art. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu) we have to inform our customers that call will be recorded.

    Our agents are doing it again and again. 

    When do you plan to implement the automatic pre-recorded greeting for Outbound Calls which is more than very welcome in 21st century to exclude human factor for that kind of repeatable tasks?

    Best regards,

    Andris

    1
  • Sabra
    Zendesk Customer Care

    Hey Ryan Christian! In a situation where a customer calls and gets connected to Agent A, but Agent A needs to transfer the call to Agent B, then Agent A can first call Agent B and chat before actually transferring the customer to agent B. The conversation between customer and Agent A is recorded. The conversation between Agent A and Agent B is not recorded. The conversation between customer and Agent B is recorded. The conversation between Agent A and B is what we consider the "consultation" or "warm handoff". Once the call ends, the call recording is posted to the ticket. You may need to refresh the page in order to get the full recoding that includes both the first conversation with Agent A and the second conversation with Agent B. 

    And Andris Vilcāns, thanks for the feedback! I highly encourage you to add this as feedback in our Feedback - Voice (Talk) forum for the reasons Dekbi mentioned previously :) 

    0
  • Andris Vilcāns

    Hi Sabra - I was leaving my feedback by creating new thread here and already getting an answer from your colleague: Greeting for Outbound call - EU GDPR issue – Zendesk help

    0

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