Documentation for the Talk agent recording controls EAP

The Talk agent recording controls EAP helps you to remain legally compliant by preventing sensitive and personal end-user data from being stored in call recordings. This functionality gives more flexibility and control over how you manage privacy and data security in Talk by allowing agents to pause and resume the recording of an active call.

Additionally, this EAP includes the following enhancements to the Talk call bar in tickets and in the Talk console:

The Talk call bar has been changed from a black background to a white background
The button icons have been updated for improved accessibility and to match Zendesk standards

Important: These enhancements are visible as soon as you are added to the EAP regardless of whether you enable agent recording controls.

In the following topics, you'll learn how to configure and use the agent recording controls

Setting up agent recording controls

Use this procedure to get set up and running with agent recording controls. You need to configure these settings for each number that will need recording controls.

To set up agent recording controls

In Zendesk Support, click the Admin icon in the sidebar, then click Channels > Talk.
Click the Numbers tab.
Click the phone number you want to configure.
Configure the following two settings as required:
- Allow agents to control call recording: Activate this setting if you want to enable agents to pause and resume Talk call recordings.
- Stop call recording after external transfer: When call recording is enabled for a number, enable this setting if you want call recordings to stop when a call is transferred to an external number.
When you are finished, click Save changes.

Using agent recording controls

After you have configured agent recording controls, you can pause and resume call recordings using the following procedure:

To pause or resume a call recording

During a Talk call, click the pause button in the ticket call bar or the Talk console to pause call recording.
To resume recording, click the pause button again.

The agent and the caller hear a beep to confirm that call recording has been paused or resumed.

Reporting for agent recording controls

During this EAP, we will be adding the ability to report on interactions with the recording controls for each call call using the Incremental Calls Export API including:

Total count of how many times each agent interacts with the recording control button
Total time each call was recorded
Total time each call was not recorded

Limitations of this EAP

When an agent enters a third party conference call, the pause and resume button is not currently displayed in the Talk console. However, it can still be accessed from the ticket call bar. This will be resolved in a future update.
When you turn off the setting Allow agents to control call recording, this takes effect immediately and the pause and resume button is removed for all agents. If an agent is in a call where the recording has been paused then they will be unable to resume the recording. To prevent this occurring, ensure you only change this setting when no agents are in calls.
If the setting Allow agents to control call recording is enabled but the caller has opted-out of recording using Talk call recording permissions, the pause and resume button is still displayed to the agent in the ticket call bar and Talk console. In this situation, the agent will still be able to resume or pause call recording. This will be resolved in a future update.
Currently, agent recording controls are only available for Talk numbers. If you're using an external number, you can't configure or use recording controls.

Signing-up for the agent recording controls EAP

In December, we will begin onboarding users who meet the following criteria:

Have an active Zendesk Talk Professional or Enterprise subscription
Are willing to work with our team to provide feedback

Cyn Armistead

16 de diciembre de 2019 18:25

It's going to be a bit of a nuisance to configure the recording controls number-by-number. We have LOTS of numbers! Have you given any consideration to making those controls configurable through a central interface and letting us say, "Apply to all numbers" or some such?

Thanks!

Jenny Gillett

8 de enero de 2020 15:03

Zendesk Product Manager

Hi Cyn,

I understand your frustration. The ability to bulk update is not something that we have considered as part of this EAP but there are active conversations happening internally around number management and how we can make it easier for our customers to manage settings across all their numbers as we add more and more functionality on a number basis. I will be sure to pass on this feedback to the relevant team working on that project.

Thanks

Jenny

Neus

11 de febrero de 2020 13:07

We have a few Zendesk instances using talk and this feature is something we were really desperate to have,so is exciting to see that you are finally launching it.

However, before even considering to test it, we need to know if you have any kind of API for its management in the roadmap. Is really cool to be able to pause an resume but normally, speacilly in top level brands that pause and resume is made automatically with a script. For example, focusing the credit card field in a booking webpage.

Is really complicated to obtain a proper PCI Compliance certification if the system relies in manual pause and resume.

Would that be an option in the future?

Thanks
Neus

Rohan Gupta

1 de julio de 2020 09:07

Hi Neus,

Thanks for the feedback.
The solution you are proposing is currently not in the roadmap but we are having internal discussions to make Talk PCI compliant in the future. Don't have any dates to share at this point.

Thanks
Rohan