---
title: "Recording by agents"
canonical: "https://help.telegra.de/space/MCCE/9561348867357/Recording%20by%20agents"
format: markdown
---
In the Contact Center, you can specify per queue whether agents are allowed to manually record a call (or chat).

You can allow agents to start, pause, stop, or delete up to five recordings at a time.

Call recordings can be emailed to supervisors and agents, transferred to an external platform via SFTP, and/or downloaded from the system's built-in CRM.

Administrators must have the ***Queues: Modify*** access right to configure queue recording.

![Call recording by agents in the telegra Contact Center](media://1cea44a2-8d4d-447d-8938-9aad3a62f52c)

---

### Configuring recordings by agents

- Click on ***Call Handling → Queues*** in the menu bar. A list of already defined call queues is displayed.
- Select the corresponding queue from the list.
- Select the **Agent Recording tab**.
- Activate the checkbox for the different use cases where agents are allowed to record calls via this queue.
- Assign a name for each recording slot. This name will also appear on the agent when a call is delivered via this queue.
- In the File name format - components field, specify the name and type of the recording file in the following format:

**<Variable>-<Variable>-xxxxxxx.wav**

- <Variable>-<Variable>- are a list of variables used to identify the file name.
- Each variable must be enclosed in a < > and separated by a hyphen. For example: <date>-<queue>
- xxxxxxx is text copied verbatim into the file name, e.g. niceDay-. Verbatim text must be separated from other text or variables by a hyphen. For example, ***niceDay-<company>***.
- .wav or also .mp3 denotes the recording type.
- An example of a file name format could be:

**<date>-<timestamp>-<queue>-beautifulDay-<company>-<agent>.wav**

- Define the recording email address to which call recordings should be sent in local-part @ domain format, e.g. hsolo@example.com. Up to 100 characters can be entered.
- To send call records to the system's built-in CRM, select the **Send Recordings to CRM** check box.

> 📝 **Note: **Recording starts when the call is connected to an agent.