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  • 1.  Genesys Cloud Screen Recording Policies

    Posted 04-03-2023 11:20
    No replies, thread closed.

    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.,
    ------------------------------


  • 2.  RE: Genesys Cloud Screen Recording Policies

    Posted 04-04-2023 10:08
    No replies, thread closed.

    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.



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



  • 3.  RE: Genesys Cloud Screen Recording Policies

    Posted 04-04-2023 11:31
    No replies, thread closed.

    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


  • 4.  RE: Genesys Cloud Screen Recording Policies

    Posted 04-05-2023 03:32
    No replies, thread closed.

    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


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