# Webex Contact Center workforce optimization and recording Canonical: https://warmtransfer.net/knowledge/webex-cc-wfo Last verified: 2026-09-24 Webex Contact Center provides integrated call recording, retention controls, and workforce optimization capabilities spanning workforce management and quality management[^38][^10][^11]. These capabilities include schedule-driven and flow-based recording controls, administrative retention rules, and optional artificial intelligence features for automated evaluations[^45][^30][^5]. ## Recording Configuration and Hierarchy Call recording schedules are configured in Control Hub under Services > Contact Center > Customer experience > Call recording schedule[^42]. A recording schedule sets a percentage of calls to record for the selected queue, using predictive modeling to choose calls rather than recording an exact count[^44]. A schedule can be restricted to specific sites, teams, and agents, applying to calls routed through its queue that match its duration, percentage, and filter criteria[^41]. In the recording hierarchy, recording schedule settings override queue-level settings, and queue-level settings override tenant-level settings[^45]. However, flow-level caller consent interacts with this structure[^30]. The Recording Control flow activity is designed for use alongside a Menu activity to capture caller consent[^30]. If the captured consent in the flow is Yes, the call is recorded regardless of tenant, queue, or schedule configuration[^13]. If the caller declines consent, the call is not recorded even if tenant, queue, or schedule settings would otherwise record it[^12]. When no Recording Control activity is configured in the flow: * The call is recorded if recording is set to Yes at any 1 of the tenant, queue, or schedule levels[^22]. * The call is not recorded if recording is set to No across all of the tenant, queue, and recording schedule levels[^21]. Settings such as Continue On Transfer, Pause Resume Enabled, and Pause Duration continue to follow the tenant, queue, and schedule hierarchy when the Recording Control activity is used[^23]. A recording schedule also includes a "Stop recording on transferred calls" toggle that ends recording when an agent transfers the call[^46]. ## Pause, Resume, and Security Controls When Enable Pause/Resume is active in a recording schedule, an administrator sets the duration in seconds that a recording remains paused[^43]. When an agent pauses recording in [Agent Desktop](https://warmtransfer.net/knowledge/webex-cc-agent-desktop), it resumes automatically after this duration, though the agent can also resume it manually[^14]. In Agent Desktop, Pause Recording and Resume Recording do not function during conference or consult calls[^25]. WarmTransfer's reading of the sources is that a PCI-style pause workflow has a gap, because sensitive data handled while a call is in conference or consult cannot be paused out using Agent Desktop[^17]. Recording pause can also be automated programmatically[^6]. A Cisco technote demonstrates calling POST /v1/tasks/{interactionId}/record/pause through an authenticated endpoint via an HTTP Request activity in the event flow after an agent answers[^6]. This API approach requires a tenant configured to record calls and an integration created in Control Hub with read-write permissions[^7]. While a recording is paused, metadata such as call duration, dialed number, and routing path continues to be recorded[^24]. For data protection, Webex Contact Center masks sensitive data solely in the user interface and does not encrypt it in the backend, meaning network and console logs still contain PII[^20]. Furthermore, sensitive-data masking applies to Agent Desktop but not to Supervisor Desktop, and attachments sent to agents may still contain PII[^19]. ## Retention and Purge Policies Webex Contact Center applies 1 unified retention setting to both voice recordings and transcripts[^38]. The retention policy is configured in Control Hub under Management > Organization settings > Settings > Retention policies > Contact Center retention policy > Update the policy[^32]. Administrators can select a Default option of 1095 days or define a Custom retention period[^33]. The allowed retention range spans a minimum of 7 days to a maximum of 3600 days[^37]. For a new organization, the default retention period is 1095 days[^35]. Cisco warns that setting a retention period of 180 days or less may impact the performance and availability of certain AI-driven features[^48]. Storage usage for recordings is billed separately under the terms of the organization's contract[^49]. Changes to retention policies take effect during the next purge cycle[^26]. When purging occurs, the system deletes the oldest recordings first[^27]. Purged recordings are permanently deleted and cannot be recovered[^29]. Webex Contact Center does not guarantee that a recording is purged on its exact scheduled deletion date, as purges can be delayed[^28]. WarmTransfer's reading of the sources is that compliance programs cannot rely solely on the purge policy as proof of deletion on a specific date, because purge timing is not guaranteed and purged records leave nothing to audit[^18]. ## WFO Offerings and AI Quality Management Webex WFO separates quality management and workforce management into tiered feature sets[^10][^15][^11][^16]: | Offering Tier | Included Features | Excluded Features (Full Tier Only) | | --- | --- | --- | | Basic QM | Call recording, screen recording, evaluation form creation/editing, multi-channel evaluations[^10][^9] | Live Screen Monitoring, Evaluation Calibration, Evaluation Appeal, QM Workflows, Interaction Export[^15] | | Basic WFM | Forecasting across voice, digital, and back-office channels, multi-skill scheduling, intraday management, real-time adherence, shift bidding[^11] | Vacation Planner, Overtime manager, open API integrations, self-scheduling, payroll integrations[^16] | Webex AI Quality Management is available as a paid add-on, sold under SKU A-FLEX-AI-QM or bundled with AI Assistant under SKU A-FLEX-AI-QMMB[^5]. The add-on includes interaction recording and real-time transcription, both of which are operational prerequisites[^4]. Capabilities include AI-scored evaluations on customizable forms, sentiment analysis, AI coaching insights, and an Agent Performance dashboard[^1]. As of its 2026-07-24 update, the documentation states that AI Quality Management supports English only, with non-English support coming later[^3]. AI Quality Management features are enabled in Control Hub under Services > Contact Center > AI Features within the Desktop Experience section[^2]. Auto CSAT is configured per agent and requires call recording for post-call processing[^8]. Sentiment analysis is enabled per queue, classifies results as positive, neutral, or negative, and requires real-time transcription on those queues[^47]. Enabling real-time transcription requires a Start Media Stream activity in the routing flow[^40]. Transcripts appear automatically when using the Global Desktop Layout, but custom layouts require `RT_TRANSCRIPT` visibility defined within their layout JSON[^39]. ## See also * [Webex Contact Center Agent Desktop and widgets](https://warmtransfer.net/knowledge/webex-cc-agent-desktop) * [Webex Contact Center Flow Designer architecture](https://warmtransfer.net/knowledge/webex-cc-flow-designer) * [Webex Contact Center APIs and webhooks](https://warmtransfer.net/knowledge/webex-cc-apis) * [Webex Contact Center queues teams and routing strategies](https://warmtransfer.net/knowledge/webex-cc-routing) ## Applicability Applies to: Cisco Webex Contact Center, Cisco Webex WFO, and Cisco Webex Contact Center - Webex AI Quality Management. Deployments: multi-tenant. Sources checked 2026-09-24. The Control Hub Contact Center retention policy feature was noted by Cisco as being rolled out progressively as of 2026-04-30 and might not yet be available to all customers[^36]. ## What remains uncertain * Whether existing organizations that never configured retention default to indefinite storage or to 1095 days is not covered by the sources below. * Per-recording legal holds or purge exemptions are not covered by the sources below. * Reconciling the rule that recording is active if set to Yes at any level with the schedule-overrides-queue-and-tenant precedence rule is not covered by the sources below. * Bulk export of recordings via the Webex Contact Center Captures API before purge is not covered by the sources below. * Webex Contact Center PCI DSS attestation scope and service-provider responsibility matrices are not covered by the sources below. * The specific call-recording consent statutes (one-party versus all-party jurisdictions) driving Recording Control flow design are not covered by the sources below. * The geographic storage locations for Webex Contact Center recordings and transcripts by region are not covered by the sources below. * Non-English language support for Webex AI Quality Management beyond the statement that it will come later is not covered by the sources below. ## Sources [^1]: Webex AI Quality Management provides AI-scored automated evaluations on customizable forms, transcript-based sentiment analysis, AI coaching insights and an Agent Performance dashboard. Source: [Get Started with AI Quality Management in Webex Contact Center](https://help.webex.com/article/nvtdfxk/Get-Started-with-AI-Quality-Management-in-Webex-Contact-Center), Get Started with AI Quality Management in Webex Contact Center - core features. Checked 2026-09-24. [^2]: AI Quality Management features are enabled in Control Hub under Services > Contact Center > AI Features, in the Desktop Experience section. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Enable AI Quality Management Features in Control Hub for Webex Contact Center - procedure. Checked 2026-09-24. [^3]: As of its 2026-07-24 update, the Webex AI Quality Management article says the feature supports English only and that non-English support will come later. Source: [Get Started with AI Quality Management in Webex Contact Center](https://help.webex.com/article/nvtdfxk/Get-Started-with-AI-Quality-Management-in-Webex-Contact-Center), Get Started with AI Quality Management in Webex Contact Center - language support. Checked 2026-09-24. [^4]: Webex AI Quality Management requires real-time transcription and interaction recording, and both are included in the AI Quality Management SKU. Source: [Get Started with AI Quality Management in Webex Contact Center](https://help.webex.com/article/nvtdfxk/Get-Started-with-AI-Quality-Management-in-Webex-Contact-Center), Get Started with AI Quality Management in Webex Contact Center - prerequisites. Checked 2026-09-24. [^5]: Webex AI Quality Management is a paid add-on for Webex Contact Center, sold as SKU A-FLEX-AI-QM or as A-FLEX-AI-QMMB bundled with AI Assistant. Source: [Get Started with AI Quality Management in Webex Contact Center](https://help.webex.com/article/nvtdfxk/Get-Started-with-AI-Quality-Management-in-Webex-Contact-Center), Get Started with AI Quality Management in Webex Contact Center - licensing. Checked 2026-09-24. [^6]: A Cisco technote shows how to pause a recording from the flow after the agent answers: an HTTP Request activity in the event flow calls POST /v1/tasks/{interactionId}/record/pause through an authenticated endpoint. Source: [Configure Stop Call Recording in the Flow after an Agent Answers the Call](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222682-configure-stop-call-recording-in-the-flo.html), Technote 222682 - Configure section, HTTP Request settings. Checked 2026-09-24. [^7]: The technote's API-based pause approach requires a Webex Contact Center integration created in Control Hub with read-write permissions, and a tenant already set to record calls. Source: [Configure Stop Call Recording in the Flow after an Agent Answers the Call](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222682-configure-stop-call-recording-in-the-flo.html), Technote 222682 - Configure section, steps 1 and 2. Checked 2026-09-24. [^8]: Auto CSAT is enabled per agent, and call recording must be enabled so that post-call processing can take place. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Enable AI Quality Management Features in Control Hub for Webex Contact Center - Auto CSAT. Checked 2026-09-24. [^9]: Basic QM on Webex WFO lets users create and edit evaluation forms and evaluate contacts on both voice and digital channels. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic WFM and QM Offerings on Webex WFO - Basic QM feature list. Checked 2026-09-24. [^10]: The Basic QM offering on Webex WFO includes call recording and screen recording. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic WFM and QM Offerings on Webex WFO - Basic QM feature list. Checked 2026-09-24. [^11]: Basic WFM on Webex WFO includes forecasting across voice, digital and back-office channels, multi-skill scheduling, intraday management, real-time adherence management and shift bidding. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic WFM and QM Offerings on Webex WFO - Basic WFM feature list. Checked 2026-09-24. [^12]: If the caller declines recording consent in the flow, the call is not recorded, even when tenant, queue or schedule configuration would record it. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity precedence. Checked 2026-09-24. [^13]: If the caller's consent captured in the flow is Yes, the call is recorded whatever the tenant, queue or recording schedule configuration says. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity precedence. Checked 2026-09-24. [^14]: When an agent pauses a recording in Agent Desktop, it resumes automatically after a pause duration set by the administrator, and the agent can also resume it manually. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop - Pause and resume call recording. Checked 2026-09-24. [^15]: Live Screen Monitoring, Evaluation Calibration, Evaluation Appeal, QM Workflows and Interaction Export are Full QM features and are not in Basic QM on Webex WFO. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic WFM and QM Offerings on Webex WFO - Full QM additional features. Checked 2026-09-24. [^16]: Vacation Planner, Overtime manager, open API integrations, self-scheduling and payroll integrations are Full WFM features and are not in Basic WFM on Webex WFO. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic WFM and QM Offerings on Webex WFO - Full WFM additional features. Checked 2026-09-24. [^17]: A PCI-style pause workflow on Webex Contact Center has a gap: sensitive data taken while a call is in conference or consult cannot be paused out from Agent Desktop (inferred). Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop - Pause and resume call recording note. Checked 2026-09-24. [^18]: A compliance programme cannot use the Webex Contact Center purge policy alone as evidence that a given recording was deleted on a given date, because purge timing is not guaranteed and purged data leaves nothing to audit (inferred). Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - purge behaviour and timing note. Checked 2026-09-24. [^19]: Webex Contact Center sensitive-data masking applies to Agent Desktop but not to Supervisor Desktop, and attachments sent to agents may still contain PII. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), Set up security for Webex Contact Center - sensitive data masking limitations. Checked 2026-09-24. [^20]: Webex Contact Center masks sensitive data only in the user interface and does not encrypt it in the backend, so network and console logs still contain PII. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), Set up security for Webex Contact Center - sensitive data masking. Checked 2026-09-24. [^21]: If no Recording Control activity is configured in the flow and recording is set to No at all of the tenant, queue and recording schedule levels, the call is not recorded. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity precedence. Checked 2026-09-24. [^22]: If no Recording Control activity is configured in the flow and recording is set to Yes at any one of the tenant, queue or recording schedule levels, the call is recorded. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity precedence. Checked 2026-09-24. [^23]: The Continue On Transfer, Pause Resume Enabled and Pause Duration recording settings still follow the tenant, queue and recording schedule hierarchy when the Recording Control activity is used. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity notes. Checked 2026-09-24. [^24]: While a call recording is paused, Webex Contact Center still records metadata such as call duration, dialed number and routing path. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), Set up security for Webex Contact Center - Handle call recordings. Checked 2026-09-24. [^25]: In Agent Desktop, Pause Recording and Resume Recording do not work during conference or consult calls. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop - Pause and resume call recording note. Checked 2026-09-24. [^26]: A change to the Webex Contact Center retention policy takes effect in the next purge cycle. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - important considerations. Checked 2026-09-24. [^27]: When Webex Contact Center purges recordings under the retention policy, it deletes the oldest recordings first. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - purge behaviour. Checked 2026-09-24. [^28]: Webex Contact Center does not guarantee that a recording is purged on its exact scheduled deletion day; purges can be delayed. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - purge timing note. Checked 2026-09-24. [^29]: Recordings purged from Webex Contact Center are permanently deleted and cannot be recovered. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - purge behaviour. Checked 2026-09-24. [^30]: The Recording Control flow activity is designed to be used with a Menu activity to capture the caller's consent to recording. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing in Webex Contact Center - Recording Control activity. Checked 2026-09-24. [^31]: A third-party wiki says that organizations which did not configure the recording retention policy by 1 January 2026 had a default retention of 1,095 days applied from that date (field report). Source: [Webex Contact Center: Retention and Purge Policy for Call Recordings and Transcripts - Public Wiki](https://cxas.atlassian.net/wiki/spaces/PUBLIC/pages/1139507205/Webex+Contact+Center+Retention+and+Purge+Policy+for+Call+Recordings+and+Transcripts), page body - paragraph on configuring the Recording Retention Policy by January 1 2026. Checked 2026-09-24. [^32]: The Webex Contact Center retention policy is set in Control Hub under Management > Organization settings > Settings > Retention policies, then Contact Center retention policy > Update the policy. Source: [Manage retention policies in Control Hub](https://help.webex.com/en-us/article/nlbihhs/Manage-retention-policies-in-Control-Hub), Manage retention policies in Control Hub - Contact Center retention policy procedure. Checked 2026-09-24. [^33]: The Control Hub Contact Center retention policy offers a Default option of 1095 days or a Custom retention period. Source: [Manage retention policies in Control Hub](https://help.webex.com/en-us/article/nlbihhs/Manage-retention-policies-in-Control-Hub), Manage retention policies in Control Hub - Contact Center retention policy. Checked 2026-09-24. [^34]: For an existing Webex Contact Center organization, recording retention is indefinite until an administrator configures a specific retention period (disputed). Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - default retention. Checked 2026-09-24. [^35]: For a new Webex Contact Center organization, the default recording retention period is 1095 days. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - default retention. Checked 2026-09-24. [^36]: As of the article's 2026-04-30 update, Cisco said the Control Hub Contact Center retention policy feature was being rolled out progressively and might not yet be available to all customers. Source: [Manage retention policies in Control Hub](https://help.webex.com/en-us/article/nlbihhs/Manage-retention-policies-in-Control-Hub), Manage retention policies in Control Hub - rollout note. Checked 2026-09-24. [^37]: The Webex Contact Center recording retention period can be set from a minimum of 7 days to a maximum of 3600 days. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - retention period settings. Checked 2026-09-24. [^38]: Webex Contact Center applies one unified retention setting to both voice recordings and transcripts. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - Unified Retention Setting. Checked 2026-09-24. [^39]: Real-time transcription appears automatically with the Global Desktop Layout, but a custom desktop layout must be given RT_TRANSCRIPT visibility in its JSON. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Enable AI Quality Management Features in Control Hub for Webex Contact Center - desktop layout note. Checked 2026-09-24. [^40]: Real-time transcription is enabled per queue and needs a Start Media Stream activity in the flow. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Enable AI Quality Management Features in Control Hub for Webex Contact Center - Real-time Transcriptions. Checked 2026-09-24. [^41]: A recording schedule can be limited to chosen sites, teams and agents, and it applies to calls routed through its queue that also match its duration, percentage and filter criteria. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - filter criteria. Checked 2026-09-24. [^42]: Webex Contact Center call recording schedules are configured in Control Hub under Services > Contact Center > Customer experience > Call recording schedule. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - procedure. Checked 2026-09-24. [^43]: When Enable Pause/Resume is turned on in a recording schedule, the administrator enters the number of seconds a recording stays paused. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - Enable Pause/Resume. Checked 2026-09-24. [^44]: A recording schedule sets a percentage of calls to record for the selected queue, and the system uses predictive modeling to choose which calls to record rather than recording an exact number. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - overview and percentage setting. Checked 2026-09-24. [^45]: For call recording, recording schedule settings override queue-level settings, and queue-level settings override tenant-level settings. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - settings hierarchy. Checked 2026-09-24. [^46]: A recording schedule has a 'Stop recording on transferred calls' toggle that ends the recording when the agent transfers the call. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules - Stop recording on transferred calls. Checked 2026-09-24. [^47]: Sentiment analysis is enabled per queue, requires real-time transcription on those queues, and classifies results as positive, neutral or negative. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Enable AI Quality Management Features in Control Hub for Webex Contact Center - Sentiment Analysis. Checked 2026-09-24. [^48]: Cisco warns that a retention period of 180 days or less may affect the performance and availability of some AI-driven Webex Contact Center features. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - important considerations. Checked 2026-09-24. [^49]: Webex Contact Center bills recording storage usage separately, according to the terms of the organization's contract. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Manage Retention and Purge Recordings and Transcripts in Webex Contact Center - important considerations. Checked 2026-09-24. [^50]: For Webex Contact Center, Calabrio ONE-initiated automatic pause and resume is not available because the RTP stream it needs does not pass through Calabrio ONE. Source: [Webex WFO Pause and Resume - WFO Help Center](https://wfohelp.com/doc/Content/user-guides/application-management/pause-resume.htm), Webex WFO Pause and Resume - Cisco Webex Contact Center section, limitation note. Checked 2026-09-24. [^51]: For Webex Contact Center recordings, Webex WFO documents two pause and resume options: manual pause from the agent desktop, and automated pause driven by Cisco APIs. Source: [Webex WFO Pause and Resume - WFO Help Center](https://wfohelp.com/doc/Content/user-guides/application-management/pause-resume.htm), Webex WFO Pause and Resume - Cisco Webex Contact Center section. Checked 2026-09-24. [^52]: Webex WFO syncs redacted audio from Webex Contact Center into Calabrio ONE, which redacts the matching screen recording automatically using the audio redaction timing. Source: [Webex WFO Pause and Resume - WFO Help Center](https://wfohelp.com/doc/Content/user-guides/application-management/pause-resume.htm), Webex WFO Pause and Resume - Cisco Webex Contact Center section. Checked 2026-09-24.