Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Add a percentage Matching Criteria for recording policies

    Top 25 Contributor
    Posted 17 days ago

    Some prospects are asking about a percentage Matching Criteria for recording policies.

    This should allow the system to record a percentage of interactions matching other criteria. e.g. record 10% of calls, 20% of chats and all of ACD messages.

    It should also be applicable to screen recordings, e.g. record all calls but only record 10% of screens on those calls.

    vote this idea please : Genesys Cloud Ideas Portal

    Aha remove preview
    Genesys Cloud Ideas Portal
    View this on Aha >



    Rihab BEN MALEK
    Teleperformance France SA

  • 2.  RE: Add a percentage Matching Criteria for recording policies

    Posted 12 days ago

    Having an open-ended timeframe does not make sense.  Also, realize that ANY percentage is a statistical percentage and would never be actual percentage.  What you could try is to use a wrap-up code that is placed on the interaction in Architect based on some random number or something based on the total calls for the time period and then use a policy to either record or delete those interactions with the wrap-up code.  Again, you will probably never get an actual percentage, but you could get close.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

Need Help finding something?

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