Genesys Cloud - Main

Hello,

We have two policies :

• one who record on specific time sets

• one who delete on specific (and different) time sets

I see that all interactions except those lasting less than 3 seconds have the "recording" metric set to yes.

When I check them with "recording : yes", I fall on "There is no recording for this interaction" on some while I have the record on others.

For example, this call does not fall within the time sets defined in the recording strategy and falls within the time sets defined in the deletion strategy.

So, we agree that in this case, I should have the metric set to no, and not to yes ? or is there another parameter to take into account?

Thank you your help !

Regards

In complement, I have "recording": true with these conversation ID (with Get /api/v2/analytics/conversations/{conversationId}/details) whereas I don't have record for these calls.

Is this a bug or I missed a parameter ?

Regards,

------------------------------
Jeremie
IT
------------------------------

Hello Jeremie!

The Recording = (Yes/No) dimension indicates whether trunk recording was enabled on the trunk the call traversed through.  If you have a policy that chooses to throw out the recording, but it still traversed a trunk where recording was enabled; you'd end up with recording=yes but the recording not being present on the conversation.

The functionality you're looking for would be a new feature and there is an idea tracking it here: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-647

Hello @Ryan Legner,

Thank you for your answer and for the link provided to this idea tracking.

I vote for it and add a comment

Regards