The Recording Manager provides a centralized way to create, configure, and manage recording policies across your Sprinklr environment. By defining entities, conditions, and actions, you can control when and how calls are recorded.

The Workflow Builder gives you flexibility to design policies that meet business and compliance requirements, while the options menu lets you view, edit, or audit existing policies. Use these features to ensure consistent recording practices and maintain compliance with organizational standards.

Create a Recording Policy

To create a new recording policy:

• Select + Create Recording Policy at the top right corner.
  The Recording Policy Configuration page opens.

• The configuration page has two sections:

Overview

Define the following fields:

• Recording Policy Name – Enter a unique name for the policy.

• Description – Provide details about the policy purpose.

Entities

Configure the entity where the recording policy applies.

• Select Field – Choose from the following supported fields:

  • Campaign ID

  • User

  • User Group

  • Voice Application

  • Work Queue.

• Select Operator – Define the operator (for example, Is, Is Not).

• Select Values – Specify the applicable values.

Use + Add Entity to add more entity filters. You can combine them using AND or OR logic.

Select Save to save your recording policy.

Configure Recording Policy Workflow

After saving the policy, you are redirected to the Workflow Builder. Use the Workflow Builder to define conditions and actions for the policy.

The Workflow Builder supports the following node types:

Condition Node

A Condition Node defines the rules that determine when recording starts. You can use one or more conditions in a workflow, and the system evaluates them in real time against each call.

Conditions are grouped into three categories: Recording Schedule, Recording Case, and Recording Conversation. You can configure a single category or combine multiple categories for more precise control.

1. Recording Schedule Conditions

Use this condition to start recording based on a predefined schedule.

• Condition – Select Recording Schedule.

• Selected Recording Schedule – Choose a schedule from the dropdown list. These schedules are created separately and can include specific time ranges, days of the week, or date intervals.

Example: Record calls only during business hours (Monday–Friday, 9 AM to 6 PM).

2. Recording Case Conditions

Use this condition to start recording based on the type of case. This is useful for BPOs or organizations that categorize calls into business cases.

• Condition – Select Recording Case.

• Operator – Choose how to compare values (for example, Is, Is Not, Contains).

• Value – Select the case from the available list (for example, Acme).

Example: Record calls only for the BPO case where the operator Is Acme.

3. Recording Conversation Conditions

Use this condition to start recording based on the properties of a voice call.

• Condition – Select Voice Call Direction.

• Select Voice Call Direction – Choose Inbound or Outbound.

Example: Record only outbound sales calls while ignoring inbound support calls.

Action Node

An Action Node defines what happens when conditions are met.

Action: Record Call = Yes

When set to Yes, the system records calls. You can configure additional parameters:

• Daily % of Calls to Record – Specify the percentage of calls to record each day.

• Daily Recording Limit – Set a daily limit (percentage).

• Enable Transcript – Choose Yes or No.

• Monthly Recording Limit – Set a monthly limit (percentage).

• Stop Recording After – Define duration and unit (Seconds, Minutes, Hours, Days, Weeks, Months, Years).
  

Action: Record Call = No

When set to No, the system does not record calls.

Save Recording Rules

• Select Save to save the recording rules.

• Select Save as Draft to save the rules as a draft.

Additional Capabilities

Once saved, the policy is available in the Recording Manager, where you can:

• Enable or disable the policy using the toggle switch.

• Use the view icon to view configured workflow.

• Select the vertical ellipsis (⋮) next to a recording policy to access the following options:

• Edit Settings – Update the basic details of the policy, such as the policy name, description, and entity filters.

• View Settings – Review the current configuration of the policy without making changes.

• Edit Workflow – Modify the workflow rules defined in the Workflow Builder, including conditions and actions.

• View Audit Trail – Track all changes made to the policy, including the user who made the change and the timestamp.
  

The Recording Manager provides a centralized way to create, configure, and manage recording policies across your Sprinklr environment. By defining entities, conditions, and actions, you can control when and how calls are recorded. The Workflow Builder gives you flexibility to design policies that meet business and compliance requirements, while the options menu lets you view, edit, or audit existing policies. Use these features to ensure consistent recording practices and maintain compliance with organizational standards.