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  • 1.  Interaction Recording Audit Trail

    Posted 02-08-2024 13:27
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Hello WEM Community, 

    We are looking into the Audit Trail for Interaction Recording and would like to hear from you. We are seeking additional details about the significance of playing back an interaction and downloading a recording, particularly in terms of their respective levels of importance. If you could kindly share your thoughts on the questions below, it would be greatly appreciated. 

    1. Reasons for Playback or Download:

      • Why do you find it important to know if an interaction has been played back or downloaded? Is one more important than the other? 
      • Could you share specific use cases or scenarios where this information is valuable to you?

    2. Intended Actions:

      • What actions do you typically take after playing back or downloading an interaction?
      • Are there specific tasks or decisions that you make based on this information?

    3. Viewing vs. Playback:

      • Does it matter to you if an interaction has only been viewed versus actually played back and listened to?
      • Are there instances where knowing the download status is more critical than simply viewing the interaction?

    4. Audit Viewer Differentiation:

      • How important is it for you that the audit viewer differentiates between interactions that have been viewed and those that have been played back?
      • Are there specific reasons why this differentiation matters in your use of our services?

    Your feedback is important to us, and it will assist us in refining the Audit Trail to better align with your preferences. 


    #Workforce Management
    #Interaction/ScreenRecording

    ------------------------------
    Kylee Kasper, Product Manager
    Genesys - Employees
    ------------------------------



  • 2.  RE: Interaction Recording Audit Trail

    Posted 11-11-2024 11:22
    No replies, thread closed.

    Hi, Kylee! In our company we frequently use audit trail for handling the data privacy questions. Do you think you could help me to know if there is any audit trail report which could be run per org or division... or even better an API to get the details for all the data actions happened to the recordings? Thank you!



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------



  • 3.  RE: Interaction Recording Audit Trail

    Posted 11-12-2024 08:50
    No replies, thread closed.

    Hi Ekaterina,

    You can use the async audit event API to look for audit events for recording.  As per audit event action catalog, you are looking for Service --> Quality, Entity --> Recording or Screen Recording.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 4.  RE: Interaction Recording Audit Trail

    Posted 11-12-2024 10:35
    No replies, thread closed.

    Thanks a lot!



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


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