CxEngage Flow Defaults - Settings
You must be a tenant administrator with the MANAGE_ALL_FLOWS permission to create or modify interaction flows and make flow default settings. Administrators manage interaction flows in CxEngage.
Use this link in the CxEngage Help if you need to learn how to create interaction flows:
Flow default parameters invoke the recording of interactions and screen-capture features. Be sure to make the appropriate settings to all affected flows.
In conjunction with the user's Workstation ID, interaction flow parameters are used to enable and control user screen-capture recordings.
These parameters at CxEngage Flow Defaults are set for CxCapture interaction audio recording and screen-capture recording features.
- Enable Silent Monitoring: Enabled by default. Permits the silent monitoring of calls on this flow.
- Recording Update Allowed: Enabled by default. Provides agents with the ability to pause and resume the recording of their interaction.
- 3rd Party Conference Recorder: Enable this setting to allow the use of a third party recorder to capture your interactions instead of an integrated service such as Twilio.
- Choose Recorder: Select CxEngage Record.
- Recorder Endpoint: Enter the endpoint address for your third party recorder if one is enabled for your tenant.
- Recorder Endpoint Backup: Enter the IP address for backup recorder input.
- Mute Recorder: Enabled by default. Mutes any incoming audio from a third party recorder if one is enabled for your tenant.
- Enable Screen Recording: Enable to allow screen recording with audio recording.
- Screen Capture Wrap-up Time: Enable to allow recording to use Agent Wrap-up Time from Flows.
