The Avaya Voice Recording feature enables voice interactions between agents and customers to be automatically recorded in real time and then archived for 90 days. After 90 days, the recording files are automatically deleted from the cloud storage.

With the Avaya Voice Recording feature, account administrators and users with the Supervisor role in Avaya Workspaces can access voice recordings of the interactions between agents and customers. Supervisors can easily search for a voice interaction on the Customer journey Interaction History widget in Avaya Workspaces and then replay the voice recording. Supervisors can use voice recordings to analyze and assess the quality of interactions and enhance customer experience. Both account administrators and users with the supervisor role can also manually delete voice recordings.

Users with the Agent role can manually pause and resume the call recording of an active voice interaction at any time during the call to omit recording sensitive information, such as credit card information.