Genesys Cloud (formerly PureCloud)

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Issue locating Recording of Consult Calls

  • 1.  Issue locating Recording of Consult Calls

    Posted 09-18-2020 11:15
    Happy Friday,

    I am running into an issue with locating call recordings for calls where the original agent answering consults another for assistance.

    The way things are setup are as follows:
    ACD call is routed to an agent via queue.  That agent answers and consult calls another queue setup for agent assistance.  The assisting agent answers the original agents questions, allowing them to return to the caller to further assist.

    I have tried many different ways to locate a recording for the assisting agents call but can not figure it out.  I have the full interaction with the caller and original agent and can see that the assisting agent was a participant in the call.

    Please help!
    #QualityManagement

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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 2.  RE: Issue locating Recording of Consult Calls

    GENESYS
    Posted 09-18-2020 11:36
    As noted here https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

    "Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording."

    Also see https://community.genesys.com/digestviewer29/viewthread?MessageKey=37603c0c-cf89-4357-ae7e-558c8572a870&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm37603c0c-cf89-4357-ae7e-558c8572a870

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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