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  • 1.  Agent-Level Call Recording Percentage

    Posted 7 hours ago

    Hi everyone,

    I'm looking into flexible call recording strategies within Genesys Cloud and had a specific use case in mind.

    Ideally, I'd like to configure recording in a way that behaves similarly to a percentage-based model at the agent level (not queue level that is already in use). For example, if we set recording to 70%, then roughly 70% of each agent's interactions would be recorded, rather than applying the percentage globally across the entire queue or org.

    This would help ensure a more balanced and consistent distribution of recordings across agents for QA and compliance purposes.

    My questions:

    • Are there any native options in Genesys Cloud that support per-agent recording percentages?
    • If not directly supported, what are the recommended design patterns or workarounds (e.g., using policies, rules, scripts, or API-driven approaches)?
    • Has anyone implemented a similar solution (e.g., using randomization, external automation, or QA assignment logic)?
    • Any best practices or pitfalls to be aware of when trying to achieve this kind of recording distribution?

    I'd really appreciate hearing about real-world implementations or creative approaches others have used.

    Thanks in advance!


    #Reporting/Analytics

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    Adorjan Racz
    Customer Solutions Designer
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  • 2.  RE: Agent-Level Call Recording Percentage

    Posted 7 hours ago

    Hello Adorjan, 

    Unfortunately, this is a current limitation in Genesys Cloud. There isn't a native way to do percentage-based recording at the agent level today-so things like "record 10% of calls" or "20% of chats" aren't supported yet. There is a feature on the roadmap to introduce this kind of capability, but it's still in development at this point.

    Right now, recording policies are more all-or-nothing based on the criteria you set. You can filter by things like specific agents, queues, time ranges, or wrap-up codes, which helps narrow things down, but any interaction that matches those rules will be recorded at 100%. So while you can target who gets recorded, there isn't a built-in way to control it by percentage just yet.

    I would love to hear the ideas of the community and how they get around this. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Agent-Level Call Recording Percentage

    Posted 6 hours ago

    Hi Adorjan,

    From my understanding, this isn't something that's natively supported in Genesys Cloud at a per-agent level recording percentages are generally applied at a broader level (e.g. queue or policy), so distribution ends up being across interactions rather than evenly per agent.

    One thing that might be worth exploring is using something like RandomInt(100) in Architect to simulate a percentage. That said, it would still be interaction-based and probability-driven rather than controlled, so it wouldn't guarantee consistent per-agent coverage.

    You'd typically validate this through reporting (recorded vs total interactions), but for per-agent consistency, there are still limitations with this approach.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: Agent-Level Call Recording Percentage

    Posted 5 hours ago

    This is the exact method we attempted in the past as we did use this functionality in Verint before moving to Genesys. It does work to a point, but as you said it is not consistent. 



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    Savino Ricci
    Senior Technical Consultant
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    Original Message


  • 5.  RE: Agent-Level Call Recording Percentage

    Posted 53 minutes ago
    Edited by Kaio Oliveira 51 minutes ago

    Hi 

    Adorjan

    -

    In Brazil, 100% of calls must be recorded, so I haven't encountered that scenario yet.

    -

    The idea I can give you is this:
    Since you need to recording by percentage, you could use the selective method based on "Time sets".

    -

    For example, assuming your operation runs from 7 AM to 7 PM, that's 12 hours a day.
    12 * 0.7 = 8.4, meaning 8.4 hours per day need to be recorded and 3h26m do not need record.

    -

    My idea is to spread those 3 hours and 30 minutes throughout the weekdays.
    This ensures that you get all the times, all the agents, all the call volumes...etc.
    -
    for exemple: 
    Monday 
    Not recording: 3:24 PM → 7:00 PM
    Recording: 7:00 AM → 3:24 PM
    -
    Tuesday
    Does not record: 07:00 → 10:36
    Records: 10:36 → 19:00
    -
    Wednesday
    Does not record: 11:00 → 14:36
    Records: 07:00 → 11:00 / 14:36 ​​→ 19:00
    -
    Thursday
    Does not record: 08:48 → 12:24
    Records: 07:00 → 08:48   / 12:24 → 19:00 /
    .
    .
    etc
    -
    -
    Just a reminder that 70% of the TIME doesn't exactly mean 70% of the CALLS.
    The most accurate way would be to analyze the history and distribute the "gaps" proportionally to the hourly volume.
    It's not perfect, but I believe it's close to what you need.
    -
    I hope this help you.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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