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The number of calls recorded depends on the setting scan percentage settings set by your service provider for inbound voice, outbound voice, email, and chat. For example, if the setting scan percentage is set for 10% for all interactions, than 1 in every 10 interactions is recorded. If the setting scan is set at 10% for inbound voice, 10% for outbound voice, 100% email and 100% chat, then 1 in every 10 inbound/outbound voice interactions are recorded while all email and chat interactions are recorded.
Note: To enable % screen Recording Settings for chat and email, you must be running CCA .NET version 10.7.3 or higher.