Workforce Engagement Management

Hello! 

Is there a way to export conversations with both the screen recording and the audio from the conversation? Recently when exporting conversations, we have been noticing that we are only able to export the audio file rather than both audio and screen recording together. 

#Genesys Cloud CX
#Workforce Engagement Management
#Workforce Management
#SpeechandTextAnalytics
#QualityEvaluations
#Interaction Analytics
#Recording,Policies
#Other/Not Sure

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Addison Hild
Athene
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Hi Addison,

Yes you can export both voice and screen recordings.  If you are using QM policy to trigger the export, the QM policy has a "Include screen recordings" flag under "Export copy of recordings".  If you are using recording bulk action API to trigger the export, it also has a includeScreenRecordings boolean parameter.

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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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