Genesys Cloud - Main

#Implementation

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Darius
Written Communication Process Analyst
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Hi Darius,

as you noted there is no native way to do this via a policy. The best way would be to leverage the API to do the deletion for 50% of the conversation. Alternatively you could build a randomizer in architect and distribute the calls to, for example 2 different Workteams and delete the calls for one of the teams. Here is more on this:

• record the eligible calls for that division and use an external process/API to select approximately 50% of completed conversations and apply recording retention/deletion actions. Genesys exposes recording bulk-action APIs for programmatic recording management.
•  you could architect your routing/configuration so calls are divided into identifiable work teams for example and create policies against one one work team, but that is not equivalent to native random recording sampling and adds operational complexity.

Hope this provides you some guidance

Best

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Dominik
Principal Professional Services Consultant
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Hi Darius, here is an approach you can try, maybe change it a little to suit your exact needs:

• On the trunk, change the recording to require consent before recording (=true)
• On your inbound call flow (which I'm assuming exists for your inbound calls), you can randomize a number (If you will always work with the "50%" requirement, you can simply randomize an integer between 0 and 1) using the "RandomInt(1)" function.
• If the random number is 0 you won't record, and if it's 1, you will... To achieve that, if the random number is 1, you will enable the recording (basically giving the consent to record, as expected by the trunk), there is an architect component/block that does this.
  
  
• This essentially enables 50% (on average) of the calls to be recorded (Keep in mind that it will never be exactly 50%, as it depends on the randomizer, but mathematically it should be very close to 50%)

That would help for inbound calls.

For outbound calls I'm not sure, as normally the calls won't go through any flows, so you wouldn't be able to give that consent. Maybe you can do that through the combination of a trigger (for every outbound call created) + an workflow that would give the consent through APIs (data actions), but I'm not sure.

Hopefully this gives you some ideas.

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Marcello
Senior PS Consultant
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Hi Darius,

One other consideration with your current setup is the overlap with the 9 policies that retain recordings and create evaluations.

By default, if an interaction matches both a Retain recordings policy and a Do not save recordings policy, Genesys Cloud retains the recording. There is a Delete even if another policy retains option that can override this, but I would be careful with that in your scenario since some of those recordings may also be required for evaluations.

Genesys also recommends keeping evaluation policies separate from retention requirements where possible and minimising overlapping retention policies.

https://help.genesys.cloud/articles/interaction-recording-retention-policies-best-practices/

So whichever approach you use for the 50%, I would test how it interacts with those existing evaluation policies as well.

Hope this helps!

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Phaneendra
Technical Solutions Consultant
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