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  • 1.  Callback Screen Recording

    Posted 09-04-2024 11:10
    Edited by Shelby Cronk 09-04-2024 11:11
    No replies, thread closed.

    Desperately searching for an answer: From my testing, it does not appear that screens are recorded during a callback interaction until an outbound call is placed. Is this accurate? 

    Here is the challenge: with preview campaigns (callbacks) we are unable to see screen recordings on interactions that don't result in an outbound call.  Part of the reason a preview campaign is being used is to determine whether or not this account even requires a call.  The agents are reviewing the account before dialing out.  If a call out is not required, they end callback. With screens NOT being recorded, we are unable to see the "scrubbing" process before this decision is being made. 

    Is this working as expected? are there any work arounds? How are we supposed to confirm agents aren't just "ending callback" to end callback? 


    #QualityManagement

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    Shelby Cronk
    C1
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  • 2.  RE: Callback Screen Recording

    Posted 09-04-2024 14:25
    No replies, thread closed.

    Hello Shelby, 

    It sounds like this is working as expected. Screen recordings wont work until the ACD (outbound) portion of the callback is started. You can review this doc. 

    I cant think of any work arounds at this time, looking in our ideas lab for possible solutions I did find this idea. 

    The recommendation here was to use the idea here when it goes live. 

    Hope this helps!



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Callback Screen Recording

    Posted 09-04-2024 15:23
    No replies, thread closed.

    Cameron, so based on this information, a Callback interaction is not considered an ACD interaction?  Does it differ if it came from an architect flow than if it comes from a campaign? 



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    Shelby Cronk
    C1
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    Original Message


  • 4.  RE: Callback Screen Recording
    Best Answer

    Posted 09-05-2024 12:21
    No replies, thread closed.

    Hi Shelby,

    I think the challenge here, is that if the agent skips the account during the preview, no interaction actually took place.  I don't think if the qualification of ACD or not matters here (but for completeness, the outbound campaign qualifies for screen recording to be triggered).

    The use case seems to be reviewing the efficiency of the agent during the shift, without being centric to a particular interaction.  Screen recording is always tied to an interaction, and therefore a poor mechanism for this kind of review.  That's why the admin response of the Idea recommended the roadmap item of Live Screen Monitoring instead.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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    Original Message


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