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Can an agent cancel or delete a call recording if the customer asks of him/her?

Hi Q Jelveh,

I don't think agents can't manually delete recordings in Genesys Cloud.

A few supported options instead:

• Secure Pause (for sensitive info during the call)
  https://help.genesys.cloud/articles/enable-secure-pause-and-resume-of-call-recordings/
  https://help.genesys.cloud/announcements/genesys-cloud/secure-pause-available-on-all-call-types/
• Policy-based deletion (e.g. wrap-up code + retention = 0 days)
  https://help.genesys.cloud/articles/create-recording-policy/
• Admin deletion / retention update (post-call)
  https://help.genesys.cloud/articles/modify-recordings-archive-delete-date/

Note: If the trunk is set to Always Record, the call is still recorded first, then deleted based on policy.
https://help.genesys.cloud/faqs/how-can-i-record-all-phone-conversations-in-genesys-cloud/

Hope this helps & I'm sure someone from community might add more to this.

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Phaneendra
Technical Solutions Consultant
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