Danielmis talking about using wrapcode in the flow to mark which call to be screen recorded. That hold good for the case where you need certain percentage of calls coming.ti.centre is to be screen recorded. you are talking about recording 10% of agents calls. In the flowmlevel we do not know which agent will be taking the call hence that method will not suit for you..
------------------------------
Venkatachari Krishnamachari
Skylux Inc
------------------------------
Original Message:
Sent: 04-04-2023 11:31
From: Shenbagamoorthy B
Subject: Genesys Cloud Screen Recording Policies
Thank you so much Daniel Ho.
Any Idea about When will be come to live usage or already available in any specific version of Genesys Cloud?
------------------------------
Regards,
Shenbagamoorthy B
TechLead
Pointel Inc.,
Original Message:
Sent: 04-04-2023 10:07
From: Daniel Ho
Subject: Genesys Cloud Screen Recording Policies
There is the tracking Idea https://genesyscloud.ideas.aha.io/ideas/WEM-I-91 on the recording percentage.
For now, I believe folks are working around by injecting an artificial wrap-up code to the desired percentage of calls (typically at a Flow), and setting up a QM policy to initiate screen recording on that wrap-up code.
------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 04-03-2023 11:20
From: Shenbagamoorthy B
Subject: Genesys Cloud Screen Recording Policies
Hello Everyone,
Is there a way in Genesys Cloud that we can create a policy that 10% of all agents in a particular Division would have their screens recorded ?
Any Possible way to configure police for The % should be configurable to change to anything from 0 to 100% .
#PlatformAdministration
#QualityManagement
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony
------------------------------
Regards,
Shenbagamoorthy B
TechLead
Pointel Inc.,
------------------------------