Genesys Cloud - Main

Hello community,

I am reaching out because I am struggling to apply the policies regarding recording when we need to match with a wrap-up code (assigned to the interaction via a workflow).

Context:

During the call, the caller can choose whether or not to be recorded. If they do not oppose the recording, we need to apply a ratio (quality 30%), and the agent can also decide to keep the recorded call (in case of conflict, ignore the ratio) via an option in the script page.

We have therefore 2 wrap-ups: Wrap01: we keep the call Wrap02: we delete the call.

To achieve this, we process the interaction post-call via a data action at the end of the script, who call a workflow. This workflow applies the correct wrap-up based on the conditions of the call.

There are 2 policies created: 1: If Wrap01, we keep the call for 60 days. 2: If Wrap02, we do not retain the call.

I notice that in the interactions, the wrap-up is very well applied to the calls, but there is no deletion date on the record part, as if the policies were not applied (they are enabled).

Is this due to the fact that we are using data actions to update the wrap-up?

I appreciate any insights you can provide!

#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration

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Arnaud
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Hello Arnaud, 

I dont think the data action would effect this. Please also note that policies are not retroactive so if these conversations already happened before the policy was put into place it wont apply it. 

But if its not working even after the policy is added then it might be worth having your admin open a ticket with customer care Analytics team. As it may require more technical discovery than we can do here in a public forum. 

But common issues I have seen for this have been overlapping polices, retroactive, and to general of a policy. 

Cheers, 

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Cam
Online Community Manager/Moderator
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I wonder if this is a timing thing.  I don't know how soon after the call the policy gets evaluated but if it's essentially happening at the same time as your workflow then I can see how that wouldn't work for your scenario.  The other possibility that someone may be able to chime in on here is if the problem is the wrapup code being set against something other than an agent participant/purpose type and the policies not looking there.

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Vaun McCarthy
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I agree this is likely a timing thing. The wrap-up code needs to be instilled by the completion of the interaction -- this is when the QM policy gets resolved.  Your randomizing insertion of Wrap01 can happen at the beginning/during the call.  And if the agent wants to explicitly keep the call, simply have them manually add that wrap-up code Wrap01 during ACW.

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

Original Message:
Sent: 11-06-2024 13:23
From: Vaun McCarthy
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

I wonder if this is a timing thing.  I don't know how soon after the call the policy gets evaluated but if it's essentially happening at the same time as your workflow then I can see how that wouldn't work for your scenario.  The other possibility that someone may be able to chime in on here is if the problem is the wrapup code being set against something other than an agent participant/purpose type and the policies not looking there.

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Vaun McCarthy
------------------------------

Hi Daniel, can you please confirm for me - if wrap-up codes are added by an Architect flow instead of a user, will those be honoured by a recording policy?  Will policies look across ALL participants/purposes when looking to match?

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 11-08-2024 11:42
From: Daniel Ho
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

I agree this is likely a timing thing. The wrap-up code needs to be instilled by the completion of the interaction -- this is when the QM policy gets resolved.  Your randomizing insertion of Wrap01 can happen at the beginning/during the call.  And if the agent wants to explicitly keep the call, simply have them manually add that wrap-up code Wrap01 during ACW.

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


Original Message:
Sent: 11-06-2024 13:23
From: Vaun McCarthy
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

I wonder if this is a timing thing.  I don't know how soon after the call the policy gets evaluated but if it's essentially happening at the same time as your workflow then I can see how that wouldn't work for your scenario.  The other possibility that someone may be able to chime in on here is if the problem is the wrapup code being set against something other than an agent participant/purpose type and the policies not looking there.

------------------------------
Vaun McCarthy

It should.  Let us know if this is not what you observe.

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

Original Message:
Sent: 11-15-2024 14:17
From: Vaun McCarthy
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

Hi Daniel, can you please confirm for me - if wrap-up codes are added by an Architect flow instead of a user, will those be honoured by a recording policy?  Will policies look across ALL participants/purposes when looking to match?

------------------------------
Vaun McCarthy
------------------------------


Original Message:
Sent: 11-08-2024 11:42
From: Daniel Ho
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

I agree this is likely a timing thing. The wrap-up code needs to be instilled by the completion of the interaction -- this is when the QM policy gets resolved.  Your randomizing insertion of Wrap01 can happen at the beginning/during the call.  And if the agent wants to explicitly keep the call, simply have them manually add that wrap-up code Wrap01 during ACW.

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


Original Message:
Sent: 11-06-2024 13:23
From: Vaun McCarthy
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

I wonder if this is a timing thing.  I don't know how soon after the call the policy gets evaluated but if it's essentially happening at the same time as your workflow then I can see how that wouldn't work for your scenario.  The other possibility that someone may be able to chime in on here is if the problem is the wrapup code being set against something other than an agent participant/purpose type and the policies not looking there.

------------------------------
Vaun McCarthy

Hello Arnaud, 

You could consider another option which we we use a lot for french companies and their law regulation.

In architect flow, use the random function to define if the interaction needs to be recorded or not

if random < 30 then set the participant recording else nothing.

https://help.mypurecloud.com/articles/decision-action/

https://help.mypurecloud.com/articles/enable-participant-recording-action/

And for agent script, use a button the secure pause action block

------------------------------
Gurwan Duplenne
PS
------------------------------

Hello and thank you for your responses,

@Gurwan Duplenne: We are already using this technique (or a similar one) for our basic French activities. The subtlety here is that despite the randomness, the agent must be able to keep 100% of the calls if needed. It is only after handling the call that we can apply the recording ratio, which is why we are considering going through a workflow. The additional drawback (otherwise it wouldn't be fun) is that contractually, the agent must have a 6-second pause between each call. Therefore, we go through a script with a delay before calling the workflow via a DA.

@Daniel Ho, as explained above, due to this delay, we cannot use the default wrap-ups (on the right at the end of the call), because the legal delay must be applied after the selection of the wrap-up. And I can confirm that if the wrap-up is applied to the interaction in the post-call, unfortunately, the policy does not apply.

I think we are going to try to manage the call deletion directly in the workflow (that is, update the deletion delay for each case), but I do not yet have sufficient mastery over the recording DAs (get recordID, update delay...). Would you have any examples of DAs to help me?

thnaks,

------------------------------
Arnaud
------------------------------

Original Message:
Sent: 11-11-2024 06:16
From: Gurwan Duplenne
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

Hello Arnaud, 

You could consider another option which we we use a lot for french companies and their law regulation.

In architect flow, use the random function to define if the interaction needs to be recorded or not

if random < 30 then set the participant recording else nothing.

https://help.mypurecloud.com/articles/decision-action/

https://help.mypurecloud.com/articles/enable-participant-recording-action/

And for agent script, use a button the secure pause action block

------------------------------
Gurwan Duplenne
PS
------------------------------

For samples, you can actually invoke a request inline in our API doc to see the payload, once you are signed in.  The recording metadata endpoint gives you simple attributes specifically about the recordings: https://developer.genesys.cloud/analyticsdatamanagement/recording/#get-api-v2-conversations--conversationId--recordingmetadata

But I think you need the conversation attributes to make the right business logic for your choice of retention, which would come from the Analytics details API:

https://developer.genesys.cloud/analyticsdatamanagement/analytics/analytics-apis#get-api-v2-analytics-conversations--conversationId--details

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

Original Message:
Sent: 11-19-2024 03:17
From: Grignon Arnaud
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

Hello and thank you for your responses,

@Gurwan Duplenne: We are already using this technique (or a similar one) for our basic French activities. The subtlety here is that despite the randomness, the agent must be able to keep 100% of the calls if needed. It is only after handling the call that we can apply the recording ratio, which is why we are considering going through a workflow. The additional drawback (otherwise it wouldn't be fun) is that contractually, the agent must have a 6-second pause between each call. Therefore, we go through a script with a delay before calling the workflow via a DA.

@Daniel Ho, as explained above, due to this delay, we cannot use the default wrap-ups (on the right at the end of the call), because the legal delay must be applied after the selection of the wrap-up. And I can confirm that if the wrap-up is applied to the interaction in the post-call, unfortunately, the policy does not apply.

I think we are going to try to manage the call deletion directly in the workflow (that is, update the deletion delay for each case), but I do not yet have sufficient mastery over the recording DAs (get recordID, update delay...). Would you have any examples of DAs to help me?

thnaks,

------------------------------
Arnaud
------------------------------


Original Message:
Sent: 11-11-2024 06:16
From: Gurwan Duplenne
Subject: Issues with Recording Policies Not Applying with Wrap-Up Codes

Hello Arnaud, 

You could consider another option which we we use a lot for french companies and their law regulation.

In architect flow, use the random function to define if the interaction needs to be recorded or not

if random < 30 then set the participant recording else nothing.

https://help.mypurecloud.com/articles/decision-action/

https://help.mypurecloud.com/articles/enable-participant-recording-action/

And for agent script, use a button the secure pause action block

------------------------------
Gurwan Duplenne
PS