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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Original Message:
Sent: 04-02-2024 15:27
From: Brady Speed
Subject: Interactions without internal participant still captured by Policy
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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