A place to ask questions, connect with others, and stay in the know
Call Recording - System recording the unwanted audio of waiting in queue time:
We require agent calls to be recorded. What we are finding are very large audio recording files file because the call is still being audio recorded while the caller is in the wait queue (as opposed to being on hold). Is there a setting/configuration that can be adjusted so that the time in the wait queue is not being audio recorded? We get a 1k calls in as little as an hour and if we are understaffed the wait queue can equate to a rather large unneeded portion of the audio file.
See example below. The duration of the call was 17 minutes and 19 seconds but because it recorded the IVR wait time the conversation is recorded as 2 hours 31 minutes and 58 seconds. <o:p></o:p>
Would prefer to put this under a better community listing but this is the only one available for my account..
#Implementation#Telephony------------------------------Brian DonaghyThe New York City Housing Authority------------------------------
I guess you need to post your question in the appropriate community Genesys Cloud CX but anyways keep your eye on the Genesys Cloud - Beta HQ community as well. There is an idea Configure Recording to not include IVR and/or in Queue submitted on Genesys Cloud Ideas portal to suppress the IVR recordings and now it's in Beta and you can register in it using this form link. Hope this helps.
See example below. The duration of the call was 17 minutes and 19 seconds but because it recorded the IVR wait time the conversation is recorded as 2 hours 31 minutes and 58 seconds.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.