cisco quality managment record issue

[kaito336]

Hi everyone

our Problem is that quality management is recording for all agents but when I play voice record 

i can hear the agent voice but no  customer voice untill after a minute the voice of customer appear and become normal. the records that less than 1 minute no voice of customer.

PLEASE need your cooperation.

Thank You,

[kaito336]

I forgot to tell you the QM is 11.0

CM 11.0

uccx 11.0