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Beta Announcement -- Improved Wait Time to Playback and Download Recordings

  • 1.  Beta Announcement -- Improved Wait Time to Playback and Download Recordings

    GENESYS
    Posted 05-02-2022 16:38
    (Cross-posting from beta announcement in Genesys Cloud - Beta HQ)

    Hi all,


    We are excited to announce the beta program for improving the waiting time for playback & download of recordings.

    QM evaluators and supervisors conduct quality reviews regularly, which often means they open up the Interaction Details View of various interactions to playback call recordings many times a day.  Particularly with longer interactions, the recordings can take a long time to load, and these users become less efficient at their work.

    Optimizations have been made at getting the call recording available for playback, shortening the "Transcoding is still in progress" wait time by approximately 70%.  We expect the improvement to become beta available by May 11, 2022.  This will significantly improve the response time of the typical user experience in recording playback and download in Genesys Cloud.  

    Please sign up to the beta program here -- as usual, we expect active participation when signing up to the beta program, so that we can collect meaningful feedback from you before the improvement goes GA.
    #BetaAnnouncement
    #QualityManagement
    #InteractionRecording

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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