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What is it?

A new flow default setting, Record Agents, has been introduced to allow the recording of agent side call legs. Enabling this feature will record agent consult calls in tandem with the customer call legs that are recorded by default. This allows for further monitoring with agent to agent calls, or any consultation calls an agent might make while their customer is on hold.

Find the new Record Agents feature in the Flow Default Settings in the Flow Designer.

Key Benefits:

Agent consults are now recorded when Twilio recordings are in use.  When a customer is on hold and the agent is talking to another agent or participant it will continue to record the conversation.

Good to Know:

This improvement only applies to Twilio recordings, not CxEngage Quality Management recordings or other 3rd party recordings as they already benefit from being able to record agent consults.