@Charaf Eddine Chemlal there is nothing built-in that I am aware of, as far as a specific action you can use. The only thing I can come up with would be to use a Switch action in a Starting Task to record approximately 10% of Inbound interactions based on a random number generation. I use the remainder of [current seconds] / 10 to approximate 10%, though that's not perfect.
Something like one of the following statements for each path of the switch:
second(GetCurrentDateTimeUtc()) % 10 == 0
second(GetCurrentDateTimeUtc()) % 10 == 1
second(GetCurrentDateTimeUtc()) % 10 == 2
...
second(GetCurrentDateTimeUtc()) % 10 == 8
If I want to record just 10% or so of the calls, then I would use the Enable Participant Recording on just the Default path of the Switch. For a greater percentage, I would enable recording on multiple exit paths from the Switch.
Then I would also have Policies set up which delete all the calls I
do not want to save (such as all Outbound calls on the Trunk).
If you need to ask callers to opt into being recorded, you would do that first, then use this functionality to record a portion of the calls that allow you to record.
Hopefully that is not too confusing.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-04-2019 09:14
From: Charaf Eddine Chemlal
Subject: Policy-based recording
Is there an option in PureCloud (Architect) where you can specify a specific percentage of recording to avoid recording 100% of calls ?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-04-2019 08:54
From: Craig Stevenson
Subject: Policy-based recording
Hi Chararf,
If you set-up a role which has a permission for access to recordings and configure a condition on that permission to only view the users recordings, then assign this role explicitly to that user, it should work.
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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/
QPC UK
https://www.linkedin.com/company/qpc/
Original Message:
Sent: 04-04-2019 08:37
From: Charaf Eddine Chemlal
Subject: Policy-based recording
Hello,
PureCloud automatically records interactions if you have enabled line recording on the trunk. Depending on which policies you have created, PureCloud retains, retains for a set amount of time and then deletes, or deletes the recording.
Can the agent who took the call have access to this recording (Delete, listen ..) or only supervisor ?
Regards,
#Implementation
#Integrations
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Charaf Eddine Chemlal
Dimension Data France
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