Genesys Cloud - Beta HQ

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  • 1.  Beta Announcement -- Improved Wait Time to Playback and Download Recordings

    GENESYS
    Posted 04-28-2022 18:51
    Hi all,

    We are excited to announce the beta program for improving the waiting time for playback & download of recordings.

    QM evaluators and supervisors conduct quality reviews regularly, which often means they open up the Interaction Details View of various interactions to playback call recordings many times a day.  Particularly with longer interactions, the recordings can take a long time to load, and these users become less efficient at their work.

    Optimizations have been made at getting the call recording available for playback, shortening the "Transcoding is still in progress" wait time by approximately 70%.  We expect the improvement to become beta available by May 11, 2022.  This will significantly improve the response time of the typical user experience in recording playback and download in Genesys Cloud.  

    Please sign up to the beta program here -- as usual, we expect active participation when signing up to the beta program, so that we can collect meaningful feedback from you before the improvement goes GA.
    #BetaAnnouncement

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 2.  RE: Beta Announcement -- Improved Wait Time to Playback and Download Recordings

    Posted 06-01-2022 07:30
    Hello Daniel,

    In case the overall performance decreases or the wait time gets worse, how can the organization be removed from the program?

    Regards,

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    Charis Sideridis
    Intracom S.A. Telecom Solutions
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  • 3.  RE: Beta Announcement -- Improved Wait Time to Playback and Download Recordings

    GENESYS
    Posted 06-01-2022 19:03
    Hi Charis,

    If there are drawbacks observed, you can contact me directly for your org to be removed from beta.  But so far, we have not observed any issues with this beta.

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