Hello Michael,
Robert is correct. Currently, Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording. We have a Resource Center article that goes over some more details with regards to some of the configurations that you can change for recordings with Genesys Cloud.
While we don't currently offer recording internal calls, our Dev team is currently working on a submission in the Product Ideas Lab that is expecting to be in beta by early Q4 2024, and targeting for a GA release in Q1 of 2025.
If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.
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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 07-03-2024 15:47
From: Michael Nahass
Subject: Record Internal Phone Interactions?
Hi everyone,
Inbound customer calls are recording for me, as appropriate, but it doesn't look like we're recording internal calls (my agents calling my help desk queue, for example) which I do need. Could this be a setting that I don't have properly updated......or is this the norm?
Thanks in advance!
#ArchitectureandDesign
#Telephony
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Mike Nahass
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