Hello everyone,

I'm working on configuring a data action to retrieve the hit count for each wrap-up code per queue in a specific division. My goal is to use this data to later set up a percentage for call recordings based on the collected information.

The idea is to define a percentage of recordings for each queue, depending on the wrap-up codes associated with interactions. Could anyone guide me on how to achieve this, or point me towards relevant documentation or examples?

Thank you in advance!

There is an easier way to do this, if you set up however many policies you need and add the warp codes to the policy, you can assign a random number between 1 - 10 to a call as a attribute and then only use the recording policy if the attribute is less than 5, over time this would give you roughly 50% recorded, if you want 25 then you would need to assign a number between 1 - 100 and go less than 25, we are trialling similar to do survey pickups

Hello everyone,

I'm working on configuring a data action to retrieve the hit count for each wrap-up code per queue in a specific division. My goal is to use this data to later set up a percentage for call recordings based on the collected information.

The idea is to define a percentage of recordings for each queue, depending on the wrap-up codes associated with interactions. Could anyone guide me on how to achieve this, or point me towards relevant documentation or examples?

Thank you in advance!

Hello,

I think that policies are intended to manage the retention of records rather than the percentage to be defined to activate or not the recordings on a division according to queues or wrapupcode. I'm trying to create a data action and a function on call flow (architect) to record only 30% of calls for a very specific wrapupcode but I can't find the right approach. it's always complicated this part on Genesys. 

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Rihab

Original Message:
Sent: 09-06-2024 03:45
From: Andy Jackson
Subject: How to set up a data action to retrieve hit counts for wrap-up codes by queue

There is an easier way to do this, if you set up however many policies you need and add the warp codes to the policy, you can assign a random number between 1 - 10 to a call as a attribute and then only use the recording policy if the attribute is less than 5, over time this would give you roughly 50% recorded, if you want 25 then you would need to assign a number between 1 - 100 and go less than 25, we are trialling similar to do survey pickups

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-05-2024 11:26
From: Rihab BEN MALEK
Subject: How to set up a data action to retrieve hit counts for wrap-up codes by queue

Hello everyone,

I'm working on configuring a data action to retrieve the hit count for each wrap-up code per queue in a specific division. My goal is to use this data to later set up a percentage for call recordings based on the collected information.

The idea is to define a percentage of recordings for each queue, depending on the wrap-up codes associated with interactions. Could anyone guide me on how to achieve this, or point me towards relevant documentation or examples?

Thank you in advance!

#API/Integrations
#QualityManagement
#Unsure/Other

------------------------------
Rihab
------------------------------

Hello everyone,

I'm working on configuring a data action to retrieve the hit count for each wrap-up code per queue in a specific division. My goal is to use this data to later set up a percentage for call recordings based on the collected information.

The idea is to define a percentage of recordings for each queue, depending on the wrap-up codes associated with interactions. Could anyone guide me on how to achieve this, or point me towards relevant documentation or examples?

Thank you in advance!