Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Log of users who listened and downloaded recordings

    Posted 11-05-2019 06:20
    Hello, we need a log of people who listened and/or downloaded voice recordings.
    In interaction details, there is a tab named "Audit trail" that show who viewed this interaction's details. But not who download or listened the voice recording.
    Could you help me, please?
    Thanks!!!
    #Reporting/Analytics

    ------------------------------
    César
    ------------------------------


  • 2.  RE: Log of users who listened and downloaded recordings

    Posted 11-06-2019 12:33
    Hi Cesar,
    The Audit trail does not track recording views and downloads separately. Both viewing the page for a recording and downloading a recording are listed as "Read." 
    If you have concerns about users downloading or listening you may want to consider adding specific conditions to the Permissions.
    Thanks
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Log of users who listened and downloaded recordings

    Posted 08-03-2021 19:17
    Hi Lesley,
    Following on from Cesar's question, is there a report that I can run to see if an agent has viewed another agents call? Understand it wont specify if it was played/downloaded v's viewed.
    Thanks,
    Kim

    ------------------------------
    Kim Leys
    The City of Newcastle
    ------------------------------

    Original Message


  • 4.  RE: Log of users who listened and downloaded recordings

    Top 25 Contributor
    Posted 08-03-2021 21:57
    Think you might need to submit a feature request for this one at https://genesyscloud.ideas.aha.io/ideas

    Even using the API, only the below are available actions for Recording type audits. And Export doesn't seem to mean downloaded, and read is just visiting the page.
    "Read",
    "Create",
    "Update",
    "Delete",
    "Abandon",
    "Archive",
    "Export",
    "RestoreRequest",
    "RestoreComplete",
    "UpdateRetention",
    "ApplyProtection",
    "RevokeProtection"

    ------------------------------
    Anton Vroon
    KiwiBank
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources