If your ACE system is connected to a recording system you can record entire calls or parts of them. Call recording might be started automatic, but if you are to start manual recording, this is how it is done via ACE Agent main window quick buttons.
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The quick button displays a red circle. You can click on it to begin recording calls. -
Recording of call is in progress. The button displays a black square. You can click on it to stop recording calls. -
The button is grey. Recording function is not available.
You can start and stop recording using shortcuts as well:
Ctrl Shift R Start recording
Ctrl Shift S Stop recording in progress
If you have access to the ACE Recording Quality Management concept you can listen to and follow up your recorded calls in a separate web tool.