Genesys Cloud - Main

I have this requirement and was wondering if it's achievable using recording policies in Genesys Cloud.

Incoming call from customer to agent and agent needs to consult transfer the call to another agent group.

We need the incoming call from the customer to agent and the consulting phase of the call recorded but once the transfer is done to the other agent group, we should not record?

We have a policy in place not to retain recordings for calls going to the other agent group with the "Delete even if other policy retains" unchecked. We tested and it's keeping the entire recording.

We have tested with "Delete even if other policy retains" and this is causing the entire recording to be deleted. 

I am wondering if anyone else has come across this scenario and if they were able to find a way to make it work?

Thanks in advance for your input.

Amit

Hi Amit,

There is an old thread here that might help you: Transferred Voice interactions (Call Recording) | Genesys Cloud - Main

It's old, so some new things might have been added that will allow you to do that, but it seems it wasn't possible a few years ago.

There is a great suggestion on that thread though, that might help you. You can set permissions so that each group (divisions, etc.) can only check their respective recording.

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A different suggestion that I might give you, but that I have no idea if it will actually work, would be the agents on the second group pausing the recording (Pause an interaction's recording to protect sensitive information View summary - Genesys Cloud Resource Center).

That is done by manually clicking the "Secure Pause" button.
But there is an API to control that as well, but I haven't ever tested it (API Explorer).

You could try to customize something using that API. Maybe a trigger for when the call gets transferred to the second agent group, then that API is executed on an Workflow, pausing the recording... But you would have to test it, I'm not sure if it's doable.

I have this requirement and was wondering if it's achievable using recording policies in Genesys Cloud.

Incoming call from customer to agent and agent needs to consult transfer the call to another agent group.

We need the incoming call from the customer to agent and the consulting phase of the call recorded but once the transfer is done to the other agent group, we should not record?

We have a policy in place not to retain recordings for calls going to the other agent group with the "Delete even if other policy retains" unchecked. We tested and it's keeping the entire recording.

We have tested with "Delete even if other policy retains" and this is causing the entire recording to be deleted. 

I am wondering if anyone else has come across this scenario and if they were able to find a way to make it work?

Thanks in advance for your input.

Amit

Hi Amit,

There is an old thread here that might help you: Transferred Voice interactions (Call Recording) | Genesys Cloud - Main

It's old, so some new things might have been added that will allow you to do that, but it seems it wasn't possible a few years ago.

There is a great suggestion on that thread though, that might help you. You can set permissions so that each group (divisions, etc.) can only check their respective recording.

--------

A different suggestion that I might give you, but that I have no idea if it will actually work, would be the agents on the second group pausing the recording (Pause an interaction's recording to protect sensitive information View summary - Genesys Cloud Resource Center).

That is done by manually clicking the "Secure Pause" button.
But there is an API to control that as well, but I haven't ever tested it (API Explorer).

You could try to customize something using that API. Maybe a trigger for when the call gets transferred to the second agent group, then that API is executed on an Workflow, pausing the recording... But you would have to test it, I'm not sure if it's doable.

I have this requirement and was wondering if it's achievable using recording policies in Genesys Cloud.

Incoming call from customer to agent and agent needs to consult transfer the call to another agent group.

We need the incoming call from the customer to agent and the consulting phase of the call recorded but once the transfer is done to the other agent group, we should not record?

We have a policy in place not to retain recordings for calls going to the other agent group with the "Delete even if other policy retains" unchecked. We tested and it's keeping the entire recording.

We have tested with "Delete even if other policy retains" and this is causing the entire recording to be deleted. 

I am wondering if anyone else has come across this scenario and if they were able to find a way to make it work?

Thanks in advance for your input.

Amit