Genesys Cloud - Main

Hello community,

I am trying to ensure that in my organization the recordings are only recorded after I arrive with an agent. Do you know of any configuration?

Regards

#PlatformAdministration
#QualityManagement

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Juan Ayala
Promotora Kranon S.A. de C.V.
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Hi Juan,

One way to do it is to pause the recording in the flow with PUT /api/v2/conversations/${input.media}/${input.conversationId}/recordingstate, the in the agent script you would set recording to active again when the script loads.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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There is an upcoming feature going to be available around end of May to suppress recording on IVR and in-queue wait portions of the call: https://genesyscloud.ideas.aha.io/ideas/WEM-I-119

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