Genesys Cloud CX

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  • 1.  Is it possible to record only conversation between agent and customer?

    Posted 08-05-2020 10:12
    Hi,

    we have a contact center with Line Recording enabled and Consent Required activated, because we don't want to record the IVR, so we want to trigger the start of the recording in Architect with Enable Participant Recording after IVR menu.
    However, in this way we record the in-queue music too, and this is not the behaviour that the customer wants because in case there is a long wait the recording would have some minutes of music before the actual conversation between agent and customer.

    Is there a way to record only conversation between agent and customer (no IVR, no in queue music)?

    Thanks
    Regards
    Giovanni
    #QualityManagement
    #SIP/VolP
    #Telephony

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    Giovanni Laino
    Lutech S.p.A.
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  • 2.  RE: Is it possible to record only conversation between agent and customer?

    Posted 08-06-2020 18:03
    Hi Giovanni,
    This functionality is being planned.  There is an admin comment on this idea regarding the potential timeframe to work on it.  Feel free to vote on this Idea and add your use case.  https://genesyscloud.ideas.aha.io/ideas/CLINB-I-266
    Thanks for the question!
    Lesley

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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
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  • 3.  RE: Is it possible to record only conversation between agent and customer?

    NEW MEMBER
    Posted 21 days ago
    Good afternoon Lesley,

    Do you have any news regarding this functionnality? The link in your comment is no longer active.

    Thank you for your reply.
    Sincerely,
    Mariia

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    Mariia Samodlova
    Inetum
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  • 4.  RE: Is it possible to record only conversation between agent and customer?

    GENESYS
    Posted 20 days ago
    Hi Mariia,

    The Idea tracking this is now at https://genesyscloud.ideas.aha.io/ideas/WEM-I-119.  We are actively planning for the capability, and should have an update in the Admin Response on a revised ETA in a few weeks.


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