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  • 1.  Interactions without internal participant still captured by Policy

    Posted 11 days ago

    We have a flow that gives customers a menu option to leave a voicemail with their agent if said agent's routing status is not On Queue > Idle. The flow uses the Transfer to Voicemail object which bypasses the ACD and routes directly to the agents voicemail box.

    Our Quality team has reported that these calls are being captured by their Policies despite the interaction showing "Evaluations aren't available for this interaction. Interactions without internal participants can not be evaluated."

    Is it possible to prevent these non-ACD, direct to voicemail calls from showing up in Policies?


    #QualityManagement

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    Brady
    Seattle, USA
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  • 2.  RE: Interactions without internal participant still captured by Policy

    Top 25 Contributor
    Posted 11 days ago

    Hey Brady, 

    Could you share your policy config here and I can have a look and help you out :)



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 3.  RE: Interactions without internal participant still captured by Policy

    GENESYS
    Posted 10 days ago

    If you are not interested in capturing the IVR portion and also voicemail portion of calls, you can simply consider setting recording suppression on the IVR Flow and also on the Voicemail Flow at Architect.  See https://help.mypurecloud.com/articles/recording-in-genesys-cloud/ for details.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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  • 4.  RE: Interactions without internal participant still captured by Policy

    Posted 4 days ago

    Thank you for the recommendation. I set recording suppression on the Voicemail flow only. We require recordings for just about everything else.



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    Brady
    Seattle, USA
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