# Troubleshooting missing Webex Contact Center recordings

Canonical: https://warmtransfer.net/knowledge/wxcc-recording-troubleshooting

Last verified: 2026-10-01

Webex Contact Center evaluates multiple configuration layers to decide whether an interaction is recorded[^46]. WarmTransfer's reading of the sources is that missing recordings typically trace back to evaluation precedence, resource-access restrictions, specific call transfer handling, or retention purges[^46][^21][^28].

## Configuration precedence and recording logic

Webex Contact Center decides whether to record a call by checking for a matching active recording schedule first, then queue-level recording settings, and finally tenant-level recording settings[^46]. However, when flow-level Recording Control is used, the flow configuration overrides the recording settings configured in Control Hub[^13]. 

WarmTransfer's reading of the sources is that for a call that was not recorded and has no flow Recording Control, the diagnostic order is to inspect any matching active schedule (including its percentage), then the queue's "Allow recording" switch, and finally the tenant "Record all calls" setting[^10].

The configuration layers function as follows:[^46]

* **Tenant settings:** The tenant voice setting "Record all calls" set to Yes records all inbound and outdial calls; when set to No, calls are recorded according to each queue's settings[^50]. For a new Webex Contact Center tenant, "Record all calls" is enabled by default[^51].
* **Queue settings:** Each queue has an "Allow recording" switch that controls whether the system can record calls for that queue[^33]. Queues also include an "Allow pause/resume for calls" switch and a "Recording pause" setting that specifies the duration in seconds after which a paused recording resumes automatically[^32][^34].
* **Recording schedules:** A schedule can enable Pause/Resume, where an administrator configures the number of seconds a recording stays paused[^45]. If a schedule uses percentage-based recording, it does not record an exact count of calls; the system employs predictive modelling using pseudorandom or deterministic random bit generators, and accuracy improves with higher call volume[^30].

## Agent Desktop controls and mid-call states

In Agent Desktop, calls are recorded automatically only if the administrator has enabled call recording[^8]. The Record icon indicates that recording is currently in progress[^9]. Agents can pause recording only when pause is enabled, and once paused, recording resumes automatically when the administrator-specified pause duration elapses[^8][^6]. Agent Desktop Pause Recording and Resume Recording features do not work during conference and consult calls[^7].

When an agent places a caller on hold, recording of the caller's audio continues[^14].

## Consults, transfers, and routing exceptions

Call transfers and consults introduce specific recording behaviors:[^47]

* **Consults:** On the Next Generation media platform, consult calls started during an active recorded call are recorded automatically and appear under the same interaction in the Recording Management portal[^26].
* **Transfer schedule setting:** The schedule setting "Stop recording on transferred calls" stops recording when an agent transfers a call; when turned off, recording can continue after the transfer depending on the recording settings configured for the transferred call[^47].
* **Blind transfers:** During a blind transfer, the receiving agent briefly enters the reserved state, where call recording either continues or stops depending on organisation-level settings[^36]. For blind transfers to entry points or queues, any captured transfer gap may appear as silence in the recording[^52].
* **Dial Number (DN) patterns:** For blind transfers to a Dial Number and for Entry Point to Dial Number (EP-to-DN) call patterns, the speech duration and the recorded-call duration displayed in the UI may not match[^2]. For EP-to-DN calls, the system records during consult and conference, but not while the child call is transferred to another EP-DN number[^11].
* **Overflow destinations:** Webex Contact Center Recording Management records calls directed to an overflow destination number, but it does not display them in the UI[^29].

## Locating recordings in Interaction History and APIs

In May 2026 Cisco migrated Webex Contact Center recording management into Control Hub under Interaction History, located at Services > Contact Center > Interaction History[^35][^16]. 

Interaction History supports voice only; digital channels and screen recordings are described as future additions[^25]. It presents a voice interaction as a unified record including consults, transfers, and conferences, with recordings and transcripts viewable together[^24]. In Supervisor Desktop, completed voice recordings feature chapter markers for hold segments, consults, and other parts of the conversation, but downloads are not permitted from Supervisor Desktop; authorised users must download them from Control Hub[^48][^49].

When troubleshooting visibility issues in Interaction History:
* **Resource permissions:** Viewing an interaction requires access to all 4 associated resources: Team, Site, Queue, and Entry Point; lacking access to any single one hides the record[^21]. WarmTransfer's reading of the sources is that when one administrator can see a recording and another cannot, it most likely reflects a missing Team, Site, Queue, or Entry Point in user resource access, or external-admin status, rather than a missing recording[^27].
* **External admin restrictions:** External administrators can view interactions in Interaction History but cannot play, download, or delete recordings and transcripts[^20].
* **Time limits:** Interaction History displays records for the past 13 months, whereas interactions older than 13 months remain retrievable via the Search API for up to 36 months[^15][^23].

Programmatic retrieval is available through the List Captures API at `/v1/captures/query`, which takes `orgId`, `taskIds`, and `urlExpiration` parameters and returns recording and task data, with task IDs obtained first via the Get Tasks API[^4][^5]. The response filepath is used to download the file[^5]. Additionally, a webhook subscription for the `capture:available` event type delivers a payload containing a `taskId` and a link to the downloadable recording[^3].

## Retention policies and deletions

Recording retention is configured in Control Hub under Organization Settings > Retention policies, where a single setting governs both voice recordings and transcripts[^40]. The configurable retention period ranges from 7 to 3,600 days[^43]. New Webex Contact Center organisations receive a default retention period of 1,095 days, whereas existing organisations retain recordings indefinitely until configured[^38][^37].

The purge process periodically deletes the oldest recordings and transcripts first once they pass their retention period, but Webex Contact Center does not guarantee purging on the exact day of expiration[^39][^41]. Purged files are permanently deleted and cannot be recovered[^42]. 

Since August 2026, authorised administrators with Interactions View permission and explicit profile delete access can permanently delete eligible recordings and transcripts directly from individual interactions[^18][^22]. Deletion cannot be undone, though the interaction metadata remains in the history record[^17]. WarmTransfer's reading of the sources is that if a recording is missing for an older interaction whose metadata still appears, it is probably the result of a retention purge or admin deletion, neither of which can be reversed from the Contact Center side[^28].

Separate integrity features exist in broader portfolio tools: since August 2026, Webex WFO provides Auto Recovery to detect and repair gaps in missing or incomplete recordings without user intervention, alongside manual recovery[^53]. In Webex AI Agent Studio, call recording between AI agents and customers has been supported since April 2026[^1].

## See also

* [Setting up call recording in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-recording-setup)
* [Webex Contact Center recording and contact data retention](https://warmtransfer.net/knowledge/webex-cc-recording-retention)
* [Agent and supervisor recording controls in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-call-recording-controls)
* [Troubleshooting Webex Contact Center transfers and conferences](https://warmtransfer.net/knowledge/wxcc-transfer-troubleshooting)
* [Webex Contact Center workforce optimization and recording](https://warmtransfer.net/knowledge/webex-cc-wfo)

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex WFO, and Cisco Webex AI Agent Studio. Deployments: multi-tenant. Sources checked 2026-10-01. Specific platform features include Next Generation media platform support for consult recordings[^26], updates introduced in April 2026 for Webex AI Agent Studio[^1], May 2026 for Interaction History migration[^35], and August 2026 for permanent deletion and Webex WFO Auto Recovery[^22][^53]. API mechanisms include the List Captures API at /v1/captures/query and the capture:available webhook subscription[^4][^3].

## What remains uncertain

The processing latency before a recording appears in Interaction History or becomes available via the Captures API is not covered by the sources below. Whether Webex WFO Auto Recovery repairs native Contact Center recordings or only WFO copies is not covered by the sources below. Consult and conference recording behaviour on the older (non Next Generation) media platform is not covered by the sources below. Which setting wins when tenant "Record all calls" is set to Yes but a queue's "Allow recording" is turned off is not covered by the sources below. Playback failure causes and error messages within the Interaction History media player are not covered by the sources below. EPIC CTI connector automated pause and resume configuration is not covered by the sources below. Where Webex AI Agent Studio call recordings surface and how they relate to the human agent leg is not covered by the sources below. The specific name and location of the organisation setting governing recording during the reserved state is not covered by the sources below.

## Sources

[^1]: Since April 2026, Webex AI Agent Studio supports recording voice calls between AI agents and customers. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), What's new for administrators, entry 'Call recording in Webex AI Agent Studio' (April 23, 2026). Checked 2026-10-01.
[^2]: For blind transfers to a Dial Number and for Entry Point to Dial Number call patterns, the speech duration and the recorded-call duration shown in the UI may not match. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on blind transfers to DN and EP-to-DN. Checked 2026-10-01.
[^3]: A webhook subscription for the capture:available event type, created through the Subscriptions API, delivers a payload with a taskId and a link to the downloadable recording. Source: [The A-Z of Webex Contact Center APIs: Capture APIs](https://developer.webex.com/blog/the-a-z-of-webex-contact-center-apis), The A-Z of Webex Contact Center APIs, Capture APIs section, Captures webhook. Checked 2026-10-01.
[^4]: Webex Contact Center recordings can be retrieved programmatically with the List Captures API at /v1/captures/query, which returns recording and task data. Source: [The A-Z of Webex Contact Center APIs: Capture APIs](https://developer.webex.com/blog/the-a-z-of-webex-contact-center-apis), The A-Z of Webex Contact Center APIs, Capture APIs section, List Captures. Checked 2026-10-01.
[^5]: The List Captures request takes orgId, taskIds and urlExpiration, with task IDs obtained first from the Get Tasks API, and the response filepath is used to download the recording. Source: [Lab 8: Webex Contact Center APIs (TECCCT-3001 lab guide)](https://ciscolivelabs.github.io/wxcclabguides/TECCCT-3001/APIs.html), Lab 8 Webex Contact Center APIs, Captures section. Checked 2026-10-01.
[^6]: After an agent pauses recording in Agent Desktop, the recording resumes automatically once the administrator-specified pause duration elapses. 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, Record a call. Checked 2026-10-01.
[^7]: The Agent Desktop Pause Recording and Resume Recording features do not work during conference and 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, Record a call, note. Checked 2026-10-01.
[^8]: In Agent Desktop, calls are recorded automatically only if the administrator has enabled call recording, and the agent can pause recording only when pause is enabled. 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, Record a call. Checked 2026-10-01.
[^9]: In Agent Desktop, the Record icon indicates that recording is in progress. 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, Record a call. Checked 2026-10-01.
[^10]: For a call that was not recorded and has no flow Recording Control, the diagnostic order is: any matching active schedule (including its percentage), then the queue's Allow recording switch, then the tenant 'Record all calls' setting (inferred). Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, evaluation-order introduction; combined with gsmsaeb 'Record all calls' row and ubg5qd Call Recording settings. Checked 2026-10-01.
[^11]: For Entry Point to Dial Number calls, Webex Contact Center records the call during consult and conference but not while the child call is transferred to another EP-DN number. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on EP-DN calls. Checked 2026-10-01.
[^12]: Since May 2026, the EPIC CTI Connector can automatically send a Pause event to Webex Contact Center based on the active widgets in the clinician's workspace. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), What's new for administrators, entry 'Automated Pause/Resume Recording' (May 14, 2026). Checked 2026-10-01.
[^13]: When flow-level Recording Control is used, the flow configuration overrides the recording settings configured in Control Hub. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on flow-level Recording Control. Checked 2026-10-01.
[^14]: When an agent places a caller on hold, recording of the caller's audio continues. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on hold. Checked 2026-10-01.
[^15]: Control Hub Interaction History displays records for the past 13 months. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, data availability note. Checked 2026-10-01.
[^16]: Interaction History is reached in Control Hub via Services > Contact Center > Interaction History. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Access and manage Interaction History procedure. Checked 2026-10-01.
[^17]: Deleting recordings and transcripts in Interaction History cannot be undone and does not remove the interaction history record, whose metadata remains. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, deletion procedure notes. Checked 2026-10-01.
[^18]: To permanently delete voice recordings and transcripts, a licensed administrator needs Interactions View permission plus explicit delete access in the user profile. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Permission and access, Delete Access. Checked 2026-10-01.
[^19]: The Interaction History article states that play and download permissions are managed independently, with a distinct Download Access permission granting download of recording files and transcripts (disputed). Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Permission and access, Download Access. Checked 2026-10-01.
[^20]: External administrators can view interactions in Interaction History but cannot play, download or delete recordings and transcripts. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Permission and access, External Admin Access. Checked 2026-10-01.
[^21]: To see an interaction in Interaction History a user needs access to all four of its associated resources (Team, Site, Queue and Entry Point); lacking any one hides the record. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Permission and access, resource-based access. Checked 2026-10-01.
[^22]: Since August 2026, authorised admins can permanently delete eligible voice recordings and transcripts from individual interactions in Control Hub. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), What's new for administrators, entry 'Permanent deletion of voice recordings and transcripts in Interaction History' (August 6, 2026). Checked 2026-10-01.
[^23]: Interactions older than the 13-month Interaction History window remain retrievable through the Search API for up to 36 months. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, data availability note. Checked 2026-10-01.
[^24]: Interaction History presents a voice interaction as one complete record including its consults, transfers and conferences, with recordings and transcripts viewable together. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Key capabilities, Unified Interaction View. Checked 2026-10-01.
[^25]: Interaction History currently supports voice only; digital channels and screen recordings are described as future additions. Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, important notes on supported channels. Checked 2026-10-01.
[^26]: On the Next Generation media platform, consult calls started during an active call that is being recorded are recorded automatically and appear in the Recording Management portal under the same interaction. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on consult recording in the Next Generation media platform. Checked 2026-10-01.
[^27]: A recording that one administrator can see and another cannot most likely reflects a missing Team, Site, Queue or Entry Point in the second user's resource access, or external-admin status, rather than a missing recording (inferred). Source: [Manage Interaction History](https://help.webex.com/en-us/article/97823o/Manage-Interaction-History), Manage Interaction History, Permission and access (resource-based access and External Admin Access). Checked 2026-10-01.
[^28]: A recording that is missing for an older interaction whose metadata still appears is probably the result of retention purge or admin deletion, and neither can be reversed from the Contact Center side (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), Purge behaviour section; combined with Interaction History deletion notes (cisco-help-97823o-wxcc-interaction-history). Checked 2026-10-01.
[^29]: Webex Contact Center Recording Management records calls directed to the overflow destination number but does not display them in the UI. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, limitations note on overflow destination. Checked 2026-10-01.
[^30]: Percentage-based recording does not record an exact count of calls; the system uses predictive modelling with pseudorandom or deterministic random bit generators to choose calls, and accuracy improves with higher call volume. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Create a call recording schedule, note on recording percentage. Checked 2026-10-01.
[^31]: The Manage Access article states that the licensed-administrator permission 'Interaction History – View' grants the ability to both play and download interaction history in Control Hub (disputed). Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage Access in Webex Contact Center, Analytics access for licensed administrators. Checked 2026-10-01.
[^32]: A queue's 'Allow pause/resume for calls' switch controls whether agents can pause and resume call recording for that queue. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Create Queues and Configure Routing Patterns, Call Recording settings. Checked 2026-10-01.
[^33]: Each Webex Contact Center queue has an 'Allow recording' switch that controls whether the system can record calls for that queue. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Create Queues and Configure Routing Patterns, Call Recording settings. Checked 2026-10-01.
[^34]: The queue 'Recording pause' setting gives the time in seconds after which a paused recording resumes automatically. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Create Queues and Configure Routing Patterns, Call Recording settings, Recording pause. Checked 2026-10-01.
[^35]: In May 2026 Cisco migrated Webex Contact Center recording management into Control Hub under the new Interaction History section. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), What's new for administrators, entry 'Enhanced Voice Recording Experience with Interaction History in Control Hub' (May 25, 2026). Checked 2026-10-01.
[^36]: During a blind transfer the receiving agent briefly enters the reserved state, and depending on organisation-level settings, call recording either continues or stops at that point. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on reserved state during blind transfer. Checked 2026-10-01.
[^37]: Existing Webex Contact Center organisations retain recordings indefinitely until an administrator configures a retention period. 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 section. Checked 2026-10-01.
[^38]: New Webex Contact Center organisations have a default recording and transcript retention period of 1,095 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 section. Checked 2026-10-01.
[^39]: The purge process periodically identifies recordings and transcripts past their retention period and deletes the oldest 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 2026-10-01.
[^40]: Contact Center recording retention is configured in Control Hub under Organization Settings > Retention policies, and one setting covers 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, configure retention procedure. Checked 2026-10-01.
[^41]: Webex Contact Center does not guarantee that a recording is purged on the exact day its retention period expires. 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 note. Checked 2026-10-01.
[^42]: Recordings purged by the retention process are permanently deleted from Webex Contact Center 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 2026-10-01.
[^43]: The configurable Webex Contact Center recording retention period ranges from 7 to 3,600 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, configure retention section. Checked 2026-10-01.
[^44]: The Webex Contact Center recording retention policy applies tenant-wide rather than per queue. 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 scope. Checked 2026-10-01.
[^45]: A call recording schedule can enable Pause/Resume, and when it does the administrator enters the number of seconds for which a recording stays paused. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Create a call recording schedule, Enable Pause/Resume setting. Checked 2026-10-01.
[^46]: Webex Contact Center decides whether to record a call by checking for a matching active recording schedule first, then queue-level recording settings, then tenant-level recording settings. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, introductory section on how schedules interact with queue and tenant settings. Checked 2026-10-01.
[^47]: The schedule setting 'Stop recording on transferred calls' stops recording when an agent transfers a call; when it is off, recording can continue after the transfer according to the recording settings for the transferred call. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Create a call recording schedule, Stop recording on transferred calls. Checked 2026-10-01.
[^48]: Supervisor Desktop recordings of completed voice interactions carry chapter markers for hold segments, consults and other parts of the conversation. Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view in Supervisor Desktop, Recordings section. Checked 2026-10-01.
[^49]: Voice recording and transcript downloads are not available from Supervisor Desktop; users with the right permissions must download from Control Hub. Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view in Supervisor Desktop, Recordings section, download note. Checked 2026-10-01.
[^50]: The tenant voice setting 'Record all calls' set to Yes records all inbound and outdial calls; set to No, calls are recorded according to each queue's settings. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), Set up voice settings for Webex Contact Center, Manage call settings table, row 'Record all calls' (Control Hub > Services > Contact Center > Tenant Settings > Voice). Checked 2026-10-01.
[^51]: For a new Webex Contact Center tenant, the 'Record all calls' setting is enabled by default. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), Set up voice settings for Webex Contact Center, Manage call settings table, row 'Record all calls'. Checked 2026-10-01.
[^52]: For blind transfers to entry points or queues, a captured transfer gap may appear as silence in the recording. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Manage call recording schedules, note on blind transfers to entry points and queues. Checked 2026-10-01.
[^53]: Since August 2026, Webex WFO offers Auto Recovery that detects and repairs gaps in missing or incomplete recordings without user intervention, alongside manual recovery. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), What's new for administrators, entry 'Webex WFO: Recording Integrity with Auto and Manual Recovery' (August 31, 2026). Checked 2026-10-01.