Genesys Cloud - Main

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!

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!

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!

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!

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!

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!

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!

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!