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Calls Inconsistently Recording - and Flows not populating in Interaction View

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  • 1.  Calls Inconsistently Recording - and Flows not populating in Interaction View

    Posted 07-20-2022 12:13
    No replies, thread closed.
    Is anyone else having issues where recordings are not being made in a consistent manner?  We have compared Edges, trunks, policies, users, everything, and we are unable to find a cause for some conversations to not have been recorded.

    We are also having an issue where in the interactions view - the flow is not populating on all interactions - even though we know the call had to have had a flow to reach the queue.  Just wondering as usually when these weird viewing issues occur, it precedes a outage or issue.
    #QualityManagement
    #Reporting/Analytics
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Brenda Wynne
    Alcon Vision LLC
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  • 2.  RE: Calls Inconsistently Recording - and Flows not populating in Interaction View

    Posted 07-21-2022 09:12
    No replies, thread closed.
    Hello Brenda!  I'm sorry to hear that you've been having these issues.  The situation you describe will need a detailed investigation to look into the examples where you aren't seeing recordings or you aren't seeing flow information.  I would recommend you pursue these through two separate support cases as they don't sound directly related to each other based on your description. 

    Information on how to contact support can be found here: https://genesyspartner.force.com/customercare/CustomerCareContactUs

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


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