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  • 1.  How do you handle callers who refuse recording?

    Posted 12-17-2024 09:16
    No replies, thread closed.

    Hello, Genesys Community!

    How do you handle it when callers state they do not wish to be recorded.  What is Genesys capabilities in handling a situation like that.  Is there a way for the agent to quickly stop the recording at that point with a single click?  


    #Interaction/ScreenRecording

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------


  • 2.  RE: How do you handle callers who refuse recording?

    Posted 12-18-2024 05:15
    No replies, thread closed.

    Hi Gina,

    Your reps should be able to hit the secure pause button to stop recording. https://help.mypurecloud.com/articles/pause-interactions-recording-protect-sensitive-information/



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    Patrick Mahaffay
    Call Center Applications Support Specialist
    ------------------------------



  • 3.  RE: How do you handle callers who refuse recording?

    Posted 12-18-2024 08:54
    No replies, thread closed.

    Thanks @Patrick Mahaffay

    Does anyone use the "Enable Participant Recording" option, where the caller has to actively give consent to be recorded?  If so, how does that work?  Do the hit a prompt saying they agree to recording?  Do they hit a prompt opting out of recording?  



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 4.  RE: How do you handle callers who refuse recording?
    Best Answer

    Posted 12-19-2024 00:40
    No replies, thread closed.

    Hi Gina,

    That option works in conjunction with enabling "Require user consent before recording" under external trunk settings.

    Note that this DISABLES all call recording (inbound/outbound) and will only record a call when caller explicitly provides consent.

    Enable Participant Recording action in Architect flow lets you enable recording for when customer selects the option for giving consent. 

    Normally, a separate trunk is set up for this to bifurcate inbound and outbound call routing.

    Enable recording - Genesys Cloud Resource Center



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    Niel Vicente
    Technical Lead - DAMAC Properties
    Ex-Genesys
    ------------------------------

    Original Message


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