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  • 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

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    #Implementation
    #PlatformAdministration
    #QualityManagement
    #SystemAdministration
    #Telephony

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    Rihab BEN MALEK
    Teleperformance France SA
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  • 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.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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