Thanks Robert. On a custom attribute to control QM policy, if things go accordingly to our plans, we would be using Conversation Custom Attribute (CCA) as our go-ahead choice as the matching criteria. This of course depends on the velocity of CCA rollout. But the best idea to vote upon is here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-296.
And thanks for the stand-alone phone use case; I can see the trickiness there on the QM policy setup. I would have assumed that, the existing QM policy set would match to retain an equivalent call that was made ordinarily through an external trunk, rather than via a GC-connected standalone phone. But it seems this assumption isn't necessarily true. We've seen a reverse use case where specific standalone phones don't want to be recorded. For now, the best workaround I can think of is to use Direct Routing on these "agents", and setup QM policy on those personal queues.
Original Message:
Sent: 11-27-2024 18:46
From: Robert Wakefield-Carl
Subject: Beta: Policy Based Station-Side Call Recording
I agree with this thinking. I have a big problem of how a policy is supposed to be applied to this. If as Daniel says, the policies look at both station and trunk the same, how are you supposed to setup a recording policy for just user to user or phone to user calls, because we have many use cases where a person picks up a stand-alone phone and calls in agent like a counter phone in a bank that we need that recorded and able to be reported on so we can find the recording. Now do we define that call in a policy - we can't user users because that would cause all calls that user to be recorded. Could use a team to define a group of users, but again, that would be for both internal and external recordings. We can't use a queue since there may not be a queue involved. We definitely can't use a wrap-up code since again, no queue involved.
What I would like to see is an attribute control for the Policies where if an attribute exists or reads the value and determines if the policy will be enforced. Any other ideas here?
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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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Original Message:
Sent: 11-27-2024 04:24
From: Michal Svora
Subject: Beta: Policy Based Station-Side Call Recording
Hi Daniel, could you please share those scenarios where Trunk Recording (with Consult, Holds and External bridged transfers options enabled) would not record? I've done few test calls with hold, transfer, conference and it was recorded.
Our use case for Station based recording is just to catch Agent/Agent conversation so it can be used for dispute investigation. With almost thousand Agents, 20+ Divisions, each with different retention period of recordings, it's hard to follow legal requirements and be storage effective with given Genesys features. Currently we're using Queue as matching criteria which is sensitive of human error. People forget to add new queue to a policy and the search criteria in the Recording policy does not work correctly. Sometimes you have to enter almost the whole name of queue to get result. Thanks for API.
- To add retention policy for Agent/Agent calls the only possibility is to match Users or WorkTeams - both more less manually managed. API could help with users, hope there is no limit like for Queues. Agent can only be member in one WorkTeam, max limit is 100 Agents in a Work Team and there are no rules for membership thus manually managed. I would really appreciate Groups and Divisions (vote for OP-I-1054) as matching criteria in Recording Policy.
- The retention period of all segments in Interaction will always be the longest one from matching Recording policies, does not matter what policy we configure for Station based recording. How to delete earlier the Station Based recording as it's anyway recorded on Trunk level to not waste storage? Only via lots of API requests. Additional matching criteria in the policy for Station Based and breaking the logic of applying longest preserving policy to all segments of Interaction is impossible. Or just simply set, if it's recorded on Trunk, skip the Station based recording.
- Possibility of enabling Station Based Recording for one direction could partially help us to be bit more storage effective. Inbound/Outbound/Both, we would have enabled only outgoing recording for all Agents so we could avoid double recording incoming calls via Trunk and still catch calls between Agents as the settings would be enabled for all Agents in same way. Outgoing calls would still be recorded twice.
Sorry for long comment and hope you appreciate the feedback.
Thank you.
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Michal Svora
Lead System Engineer for Collaborative Workplace
Original Message:
Sent: 11-25-2024 13:22
From: Daniel Ho
Subject: Beta: Policy Based Station-Side Call Recording
It is by design that you get both copies when you have both station-side recordings and trunk-side recordings enabled. Merging is problematic when you consider the potential difference of the audio content in various call scenarios such as on-hold and ACD conferencing.
You should carefully consider which users truly need to be captured with station-side recordings with trunk-side recordings already enabled. If storage cost/quota is expected to be an issue, you will need to choose between using trunk-side recording versus station-side recording. We will have a knowledge article coming out that details the pros and cons between the two, but the primary drawback with station-side is the lack of transcription support (and therefore losing STA capbilities) if you are in CX3.
In the foreseeable future, the product still considers trunk-side recording as the dominant means of recording for ACD interactions. That's why we positioned station-side recordings as the complementary mechanism, in our feature description.
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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
Original Message:
Sent: 11-25-2024 05:06
From: Jonatan Livshits
Subject: Beta: Policy Based Station-Side Call Recording
Hey,
We have tested out the feature and we noticed this:
When you enable recording on a station and the trunk, and make an outbound call, we will get 2 identical recordings, one on the trunk and one on the phone.
If we enable recording on 2 stations and make an internal call, we will get 2 identical recordings on each station on the same interaction.
If we make an outbound call and add an internal participant to the call (while both stations and trunk have recording enabled), we will get 3 recordings (station1, station2 and trunk)
All those scenarios highlight the same issue, it will significantly and needlessly increase the storage usage on the server (which will also increase billing).
Why not merge identical station recordings either automatically or through policies
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[Jonatan] [Livshits]
[Technician]
[ITNAV]