Genesys Cloud - Main

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

The permission "Recording  Recording  View" needs a CX license.

by the way, can you share the documentation with this information? Please.

"You can record communicate only licensed users with recorder policies;
Genesys allows 5GB."

Maybe I lost any news, but in the past I needed it, and it wasn't possible, this tread 2021:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=4a9bc90a-9a2f-4aeb-931c-4ecfe6b55c3c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 06-11-2024 14:17
From: Aaron Lael
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

------------------------------
Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.

Original Message:
Sent: 06-11-2024 13:50
From: Breno Canyggia Ferreira Marreco
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 06-11-2024 12:28
From: Aaron Lael
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

#Reporting/Analytics
#SystemAdministration

------------------------------
Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
------------------------------

The 5gb is from the fair use guidelines here

For the other part, I just tested it and was able to.

I have a user who is communicate only licensed:  
I'm able to designate this account as a "specific user" in a recorder policy:
And it records the interaction:

------------------------------
Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.

Original Message:
Sent: 06-11-2024 14:40
From: Breno Canyggia Ferreira Marreco
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

The permission "Recording  Recording  View" needs a CX license.

by the way, can you share the documentation with this information? Please.

"You can record communicate only licensed users with recorder policies;
Genesys allows 5GB."

Maybe I lost any news, but in the past I needed it, and it wasn't possible, this tread 2021:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=4a9bc90a-9a2f-4aeb-931c-4ecfe6b55c3c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 06-11-2024 14:17
From: Aaron Lael
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

------------------------------
Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.

Original Message:
Sent: 06-11-2024 13:50
From: Breno Canyggia Ferreira Marreco
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 06-11-2024 12:28
From: Aaron Lael
Subject: Allow Communicate Users to View Conversations/Recordings relevant to their Groups

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

#Reporting/Analytics
#SystemAdministration

------------------------------
Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
------------------------------

The permission "Recording  Recording  View" needs a CX license.

by the way, can you share the documentation with this information? Please.

"You can record communicate only licensed users with recorder policies;
Genesys allows 5GB."

Maybe I lost any news, but in the past I needed it, and it wasn't possible, this tread 2021:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=4a9bc90a-9a2f-4aeb-931c-4ecfe6b55c3c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Att,

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

When I look at the MY INTERACTIONS performance view details at https://help.mypurecloud.com/articles/my-interactions-view/ there may be a way to look at your own recordings without the Recording|Recording|View permission.

There are some agent-level-license permissions in this article that aren't necessary, such as the one to view Evaluations or Surveys.  I encourage @Aaron Lael to try building a custom role with a portion of these permissions to see if that could work.

I was able to successfully do this a couple years ago for a customer, so that Communicate users could access their recorded calls.  Keep in mind there needs to be a recording policy turned on for the user in 'Policies'. 

The permission "Recording  Recording  View" needs a CX license.

by the way, can you share the documentation with this information? Please.

"You can record communicate only licensed users with recorder policies;
Genesys allows 5GB."

Maybe I lost any news, but in the past I needed it, and it wasn't possible, this tread 2021:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=4a9bc90a-9a2f-4aeb-931c-4ecfe6b55c3c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Att,

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,

Thanks Nathan!

Unfortunately, in our org it appears that these two licenses:

• Analytics > Conversation Aggregate > View
• Analytics > Conversation Detail > View 

Both consume a CX tier licenses rather than communicate licenses, so that won't work for us.

We can work around this pretty easily by just having CX users or our own support staff pull recordings as needed and use scheduled reports to get them the user performance data they want.

I was just hoping there was an easier way to empower them to do it themselves since the license allows the data/recordings to be created.  I understand Genesys' reasoning behind paywalling this behind a more expensive/feature rich licenses, I guess.

When I look at the MY INTERACTIONS performance view details at https://help.mypurecloud.com/articles/my-interactions-view/ there may be a way to look at your own recordings without the Recording|Recording|View permission.

There are some agent-level-license permissions in this article that aren't necessary, such as the one to view Evaluations or Surveys.  I encourage @Aaron Lael to try building a custom role with a portion of these permissions to see if that could work.

I was able to successfully do this a couple years ago for a customer, so that Communicate users could access their recorded calls.  Keep in mind there needs to be a recording policy turned on for the user in 'Policies'. 

The permission "Recording  Recording  View" needs a CX license.

by the way, can you share the documentation with this information? Please.

"You can record communicate only licensed users with recorder policies;
Genesys allows 5GB."

Maybe I lost any news, but in the past I needed it, and it wasn't possible, this tread 2021:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=4a9bc90a-9a2f-4aeb-931c-4ecfe6b55c3c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Att,

Thank you for the reply, but I'm not actually talking about that.  I'm referring to policy based recording.  You can record communicate only licensed users with recorder policies; I'm trying to determine if there is a way to allow them to access these recordings.  Genesys allows 5GB of fair use storage with a communicate user, so this seems like it should be intended.

User Communicate can record a call, but it's an action manually: https://help.mypurecloud.com/articles/record-a-call/.

To view this record, the user needs to use "your" inbox or workspace in documents.

The "communicate license" is limited for work to record.

Att,

Greetings,

We are testing some potential architectures for migrating from PureConnect to Genesys Cloud for some of our agencies and I'm noticing that I can use policies to record Communicate tier users conversations, but I do not appear to be able to give them access to review these recordings unless they are in a CX# tier permission as the permissions to view these topics state they require that license.

Is it not possible to allow a communicate use to review policy driven conversation recordings or even their own conversations?  I'm guessing we're going to have to have the "supervisors" of these groups have a CX tier license as a workaround for this, but I'm hoping that I'm just missing something.

Regards,