Genesys Cloud - Main

Few of Teammate having Phone interaction don't have audio recording only screen recording is available no audio in it , although they have phone interactions assigned.
what change i have to do or need to add any permission?

as this permission already assigned to agent: Recording > ScreenRecording > Participate. But we want audio record in that also, its showing only video in screen recording

#ArchitectureandDesign
#DigitalChannels
#Telephony

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Roshan Narkhede
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Is recording turned on at the trunk level? Do you have a recording policy that is set to retain the audio recording?

For what it's worth, Genesys has made us aware that the initial/originating leg of consult/conference transfers (especially when transferring internally) will not include audio or a transcript with the screen recording. Also, until station-side (agent to agent) recording is released in 2025, agent to agent calls will not have audio recordings.

Not implying either are the issue here, but is worth mentioning for awareness.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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