Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  Interactions Recording

    Posted 09-19-2019 14:47
    ​I have my agents set-up to be able to listen to their interaction recordings (added under condition) only!

    when a call comes in and they do not respond, the calls are directed to the next available agent as it should, what happens is though when the agent goes into interactions they can listen to the recording that they did not respond to.

    So they can listen to the agents recording that did answer the call. Otherwise everything works fine.....

    any thoughts?

    Thank you, Mike



    #Unsure/Other

    ------------------------------
    Michael Schimento
    Zenith Insurance Company
    ------------------------------


  • 2.  RE: Interactions Recording

    GENESYS
    Posted 09-19-2019 15:44
    @Lesley Vereen any thoughts on this one? ​

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Interactions Recording

    Posted 05-01-2020 03:13
    Hi Michael, could you please share what role/permissions you changed to allow this for the current user only?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 4.  RE: Interactions Recording

    Posted 05-01-2020 08:02
      |   view attached

    I created a standalone permission (I named it agent_listen_interactions)

     

    See the attached pic, for the 2 check items, I added the condition (for each one) in the pop-up window

     

    Then assigned to the agents

     

    Keeping as a standalone permission allows me to add and remove from agents without disrupting other shared permissions

     

     

     

     

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     






  • 5.  RE: Interactions Recording

    Posted 05-01-2020 17:53
    Okay thanks yes I had the same, but looking at the other thread on this there's no way to control the actual interaction list by using a condition.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



Need Help finding something?

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