Workforce Engagement Management

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  • 1.  Can I see if a customer opted out of the call recording

    Posted 12-14-2021 17:46
    Hello - we have the option for our customers to opt out of our call recording (both voice & screen). How can I tell in the call details that the customer chose to opt out and the recording isn't missing it is intentionally not available?
    #InteractionRecording

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    Daniel Tierney
    Johnson & Johnson
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  • 2.  RE: Can I see if a customer opted out of the call recording

    GENESYS
    Posted 12-15-2021 12:09
    Hi Daniel,

    I suppose you are using Consent Recording to allow customers to grant or deny recording of the call?  I don't think there is an out-of-the-box method to track that in the call details.  You could consider tracking the grant/deny action by adding to participant data, and be able to see that in the Interaction Details view.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 3.  RE: Can I see if a customer opted out of the call recording

    Posted 12-16-2021 10:22
    Hi Daniel,

    I am not totally versed in call center stuff but I have seen that in our company a call gets routed to a specific group / phone number when the caller does not want to be recorded. I am not sure if we use that info to determine how many callers opt-out of the call recording but the data person in me says that it could be used since that group/number only handle those calls.

    Outi

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    Outi Cornette
    Humana Inc.
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  • 4.  RE: Can I see if a customer opted out of the call recording

    Posted 12-16-2021 11:14
    Thanks Daniel! I have sent your recommendation to my IT team to see if they can make this happen.

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    Daniel Tierney
    Johnson & Johnson
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  • 5.  RE: Can I see if a customer opted out of the call recording

    Posted 12-17-2021 10:19
    The conversation details actually has in the session dimension a boolean 'recording' flag that determines whether an audio recording was started or not.
    If that's not enough, then participant data is indeed the only way to track this.

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    Hichem Agrebi
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  • 6.  RE: Can I see if a customer opted out of the call recording

    Posted 12-17-2021 14:46
    thank you for this suggestion! I have also shared this with my team and they are working on a solution.

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    Danny Tierney
    Johnson & Johnson
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