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
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-28-2024 05:02
From: Rihab BEN MALEK
Subject: Add a percentage Matching Criteria for recording policies
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
#Implementation
#PlatformAdministration
#QualityManagement
#SystemAdministration
#Telephony
------------------------------
Rihab BEN MALEK
Teleperformance France SA
------------------------------