Recording Manager is the central module for configuring and managing recording behavior across voice and screen recordings in Sprinklr. It enables administrators to control when recordings are triggered, how they behave, and which users or entities are included.

With recent enhancements, Recording Manager also serves as the primary interface for managing screen recording settings. In environments where it is enabled, screen recording configurations such as sampling and recording behavior are defined within Recording Manager instead of the Compliance Policy module.

This unified approach ensures consistent configuration and centralized control of all recording-related settings.
Recording Manager supports user-level sampling, allowing recording rules to be applied per agent instead of only at the policy level. This ensures more consistent recording coverage for each individual agent.

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Enablement

Use the following DPs:

• VOICE_RECORDING_POLICY_EXECUTION_ENABLED
• VOICE_PRIMARY_CONTROLLER_V2_ENABLED

You need to have the following permissions as well:

Screen Recording Support

Recording Manager now acts as the primary control layer for screen recording behavior.

Supported Capabilities

• Configure sampling for screen recordings
• Define recording start behavior

• Support key actions such as:

  • After Call Work (ACW) recording
  • Recording indicator

Create a Recording Policy

1. Navigate to Recording Manager under the Voice module.
2. Click + Create Recording Policy.

Basic Details

• Policy Name: Provide a clear, descriptive name
• Description: Define the purpose and scope

Define Scope

Use the entity selector to configure applicability:

• Campaign ID
• User
• User Group
• Queue
• Voice Application

Configure Policy Logic

• Conditions: Define when the policy applies
• Actions: Define recording behavior

Sampling Category

• All

  • Sampling is applied at the policy level
  • Recording is distributed across all users
  • Example: 90% sampling → 90% of total calls recorded

• Per User

  • Sampling is applied individually to each user
  • Example: 90% sampling → ~90% of each agent’s calls recorded

Save and Activate

• Click Save (policy is added to Inactive Policies)
• Reorder policies using drag-and-drop (top priority executes first)
• Activate the policy

Recording Schedule Manager

Recording schedules define when a policy is active, allowing control over recording time windows such as business hours or specific dates.

Create a Recording Policy

1. Navigate to Recording Manager under the Voice module.

2. Click + Create Recording Policy.

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Configure Schedule

• Name: Provide a descriptive name
• Description: Optional context

Schedule Details

• Schedule Type:

  • All Days
  • Custom Days
• Timezone
• Start and End Date
• Custom Time Range (optional)

Attach Schedule to Policy

• Associate the schedule within the policy conditions

• Recording is triggered only when:

  • Conditions match and