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  • 1.  Recording policy Matching criteria - how does it work?

    Posted 02-25-2026 13:10
    No replies, thread closed.

    Does the recording policy matching criteria work in and "AND" fashion or "OR" fashion? By that I mean if we identify specific work teams and specific queues - would that recording policy apply only if BOTH work team and queue matches or it is either the work team OR the queue matches? 

    I am sorry if this has been asked before but I could not find a thread discussing this so it may be quicker for me to get an answer by re-posting.

    Thanks in advance for your help.

    Amit


    #Other

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    Amit Deepchand
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  • 2.  RE: Recording policy Matching criteria - how does it work?
    Best Answer

    Posted 02-25-2026 14:32
    No replies, thread closed.

    Hello Amit, 

    The recording policy matching criteria in Genesy works with a combination of OR logic within the same category and AND logic across different categories. 

    In your specific need if you identify specific work teams AND specific queues in your policy, the recording policy will apply only if BOTH conditions are met - meaning the interaction must involve someone from one of the specified work teams AND also be associated with one of the specified queues. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Recording policy Matching criteria - how does it work?

    Posted 02-25-2026 14:49
    No replies, thread closed.

    Thank you!



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    Amit Deepchand
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    Original Message


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