Agent and supervisor recording controls in Webex Contact Center

See also

Sources

1. 1
   The agent states article does not discuss call recording; the word record appears twice and both occurrences mean a customer or case record rather than a recording.

   Understand agent states · Whole article, exhaustive search · Checked 2026-09-05
2. 2
   Supervisor monitoring surfaces 2 states, Monitoring and Monitoring Paused, and the article states they are not supported within Desktop.

   Understand agent states · Mid-call monitoring material · Checked 2026-09-05
3. 3
   The console documents 3 recording modes with an administrator-gated permission and an in-call indicator, and says nothing about where a recording is stored, how long it is kept, or how it is played back.

   Get started with the Attendant Console · Get started with the Attendant Console, call recording · Checked 2026-09-05
4. 4
   A compliance message and an agent personal greeting are included in call recordings and a whisper announcement is not.

   Enhance efficiency with pre-recorded messages · Enhance efficiency with pre-recorded messages, the 3 announcement types · Checked 2026-09-15
5. 5
   The call queue article does not mention call recording.

   Configure Call Queue · Configure Call Queue, counted against the rendered article · Checked 2026-09-05
6. 6
   The reference publishes 4 call recording codes and 2 silent monitoring codes, and gives none of them any description, prerequisite or role.

   Feature access codes for Webex Calling · Feature access codes for Webex Calling, call recording and silent monitoring rows · Checked 2026-09-05
7. 7
   The Monitor agents on a call article does not mention recording; record and recording occur 0 times in it.

   Monitor agents on a call · Monitor agents on a call, whole article, counted against the rendered article · Checked 2026-09-05
8. 8
   Recording appears in the access article only as an object of playback: a Supervisor Desktop view permission grants play and transcripts without download, and a Control Hub view permission grants play and download without transcripts.

   Manage access in Webex Contact Center · Manage access, recording permissions · Checked 2026-09-05
9. 9
   Agent Desktop gives an agent 2 named recording controls during a live call: Pause Recording and Resume Recording. The article names no start and no stop control for agents.

   Manage your calls in Agent Desktop · Record a call, steps 1 and 2 · Checked 2026-09-05
10. 10
    During a consult the customer call is put on hold automatically, and the 2 legs can never both be on hold at once.

    Manage your calls in Agent Desktop · Hold and resume a call, step 2 note · Checked 2026-09-05
11. 11
    On the Next Generation media platform a consult started during a recorded call is recorded automatically, and the agent has no recording control over that leg.inferred

    Manage call recording schedules · Note block preceding Create a call recording schedule, bullet 4 · Checked 2026-09-05
12. 12
    The agent-facing article never states which permission, profile setting or role entitles an agent to pause a recording, although it names a Desktop Profile gate for another feature in the same article.

    Manage your calls in Agent Desktop · Record a call in full; compare Schedule a campaign callback, Before you begin · Checked 2026-09-05
13. 13
    No assigned source states that an agent's pause or resume is logged, reported, exposed in reporting or visible to a supervisor.

    Manage your calls in Agent Desktop · Record a call in full, plus searches for audit, Analyzer and report across the article · Checked 2026-09-05
14. 14
    No assigned source describes a supervisor starting, stopping, pausing or resuming a recording.

    Manage your calls in Agent Desktop · Whole article; supervisor appears 5 times and none concerns a recording control · Checked 2026-09-05
15. 15
    The strongest candidate for the setting that governs recording through a blind transfer is Continue On Transfer, named in Flow Designer at tenant, queue or recording schedule level.inferred

    Build and manage flows with Flow Designer · Recording Control, final paragraph before Output Variables; compared against the recording-schedules reserved-state sentence · Checked 2026-09-05
16. 16
    No source in the corpus defines what organization level means for a Webex Contact Center recording setting, and no source names the setting that decides whether recording continues through the reserved state of a blind transfer.

    Manage call recording schedules · Note block preceding Create a call recording schedule; searched across the Flow Designer, recording schedules and agent states articles · Checked 2026-09-05
17. 17
    The recording schedule field that enables pause and resume takes a duration in seconds and publishes no minimum, no maximum and no default.

    Manage call recording schedules · Create a call recording schedule, step 7, Recording details table, Enable Pause/Resume row · Checked 2026-09-05
18. 18
    The pause is bounded by an administrator-set duration and the recording resumes on its own when that duration elapses; the agent cannot extend it.

    Manage your calls in Agent Desktop · Record a call, opening paragraph · Checked 2026-09-05
19. 19
    Cisco states that the Pause Recording and Resume Recording features do not work during conference and consult calls.

    Manage your calls in Agent Desktop · Record a call, note block preceding Before you begin · Checked 2026-09-05
20. 20
    The only endpoint caveat in the agent article names Mute and Keypad as controls that may be absent on a physical phone, and does not address recording controls.

    Manage your calls in Agent Desktop · Answer a call, physical-phone step table, step 3 note · Checked 2026-09-05
21. 21
    A Record icon indicates that recording is in progress, and the article does not say what the agent sees while a recording is paused.

    Manage your calls in Agent Desktop · Record a call, step 1 step-result; steps 1 and 2 in full · Checked 2026-09-05
22. 22
    Recording starts by itself when the administrator has enabled call recordings; the agent performs no start action.

    Manage your calls in Agent Desktop · Record a call, opening paragraph · Checked 2026-09-05
23. 23
    A supervisor barge-in updates the conference participant list with the supervisor name, which is the only supervisor action in the assigned sources that produces something the agent can see.

    Manage your calls in Agent Desktop · Drop a participant from a conference call, note list following step 3 · Checked 2026-09-05
24. 24
    Initiating a transfer immediately raises the Wrap Up Reasons dialog for the transferring agent, so that agent leaves the interaction at the moment of the request.

    Manage your calls in Agent Desktop · Transfer a call, step 4 · Checked 2026-09-05
25. 25
    Cisco states that on a blind transfer the receiving agent enters a reserved state briefly and that, depending on the settings configured at each organization level, call recording can either continue or stop at that point.

    Manage call recording schedules · Manage call recording schedules, blind transfer and reserved state paragraph · Checked 2026-09-05
26. 26
    The 3 actors that can affect a recording have different abilities: a flow can force it on or off, an agent can pause and resume but not during a consult, and a supervisor can do neither.inferred

    Build and manage flows with Flow Designer · Flow Designer Recording Control, against the agent desktop and supervisor articles · Checked 2026-09-05
27. 27
    Manual deletion of a voice recording or transcript is logged for auditing with 4 fields: who deleted it, when, the reason, and any notes provided.

    Manage Interaction History · Key Capabilities, Deletion Reason and Audit Trail · Checked 2026-09-05
28. 28
    Play and download permissions in Interaction History are managed independently.

    Manage Interaction History · Key Capabilities, Granular Permissions · Checked 2026-09-05
29. 29
    In Webex Contact Center's Interaction History, deleting an interaction requires the agent to also hold the permission to view interactions.

    Manage Interaction History · Key Capabilities, Granular Permissions · Checked 2026-09-05
30. 30
    The identifier njxdvzv returns HTTP 200 without redirecting and serves an article titled Work with a shared line on your phone, scoped to devices and Webex Calling.field report

    Work with a shared line on your phone · Title element and article scope, confirmed on 3 separate fetches across 3 tranches · Checked 2026-09-05
31. 31
    No source names the organization-level setting that decides whether recording continues through a blind transfer's reserved state; Cisco states only that the outcome depends on the settings configured at each organization level.

    Manage call recording schedules · Manage call recording schedules, blind transfer and reserved state paragraph · Checked 2026-09-05
32. 32
    Neither the interactions article nor the scheduled monitoring article mentions recording, and neither says anything about notifying the agent or the customer that monitoring is happening.

    Schedule call monitoring · Both articles, counted against the rendered text · Checked 2026-09-05
33. 33
    The shared line article mentions recording once, as a control to start it, and says nothing about whose recording settings apply when 2 users share a line or what happens to a recording when someone barges in.

    Work with a shared line on your phone · Work with a shared line on your phone, counted against the rendered article · Checked 2026-09-05
34. 34
    A supervisor has 4 controls on a live call, all reached from the interactions view: listen, pause and resume, barge in, and end listen.

    Monitor agents on a call · Monitor agents on a call, procedure · Checked 2026-09-05
35. 35
    Supervisor Desktop supports recording playback only, and downloads are available from Control Hub.

    Manage Interaction History · Interaction History, access material · Checked 2026-09-05
36. 36
    Supervisor monitoring and barge-in are recorded in the Webex Contact Center reporting schema, which carries the monitoring supervisor's name and identifier, the monitoring start and end timestamps, the monitoring duration, error and hold counts, and separate barged-in count, duration and failed counts.

    Cisco Webex Contact Center Analyzer User Guide · Monitoring and barge field definitions · Checked 2026-09-05
37. 37
    The words record and recording do not occur in any of the 3 supervisor articles.

    Supervise your agents and teams · All 3 supervisor articles, checked against the rendered article · Checked 2026-09-05
38. 38
    A whisper announcement is not included in the call recording.

    Build and manage flows with Flow Designer · Flow Designer, Set Whisper Announcement, properties · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 15). Agent and supervisor recording controls in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-call-recording-controls

@misc{warmtransfer-wxcc-call-recording-controls,
  title  = {Agent and supervisor recording controls in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-call-recording-controls},
  note   = {Verified 2026-09-15}
}