That is correct. Back office recording, internal transfer probably won't be solved by Direct Routing. I didn't assume that requirement, but it makes sense. It will hopefully, eventually, be solved by WEM-797 https://genesyscloud.ideas.aha.io/ideas/WEM-I-797. But I guess we'll see.
Original Message:
Sent: 02-15-2024 10:14
From: Breno Canyggia Ferreira Marreco
Subject: Screen Recording for non-ACD calls
Hi Steven,
I don't know if with this BETA was possible to enable screen-record for backoffice team (not having any interactions), I hope so, but I guess then no.
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 02-13-2024 09:19
From: Steven Alix
Subject: Screen Recording for non-ACD calls
When direct agent routing comes out you'll be able to route calls via ACD, but directly to agents as if it was a DID call and you will be able to set policies around these. It's still roadmap/announced Beta, but not in the platform as of yet. This function will help you solve for this.
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Steve Alix
EDCi
Original Message:
Sent: 02-12-2024 16:09
From: Henry Zambrano
Subject: Screen Recording for non-ACD calls
Thank you.
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Henry Zambrano
Ally Financial
Original Message:
Sent: 02-12-2024 14:44
From: Breno Canyggia Ferreira Marreco
Subject: Screen Recording for non-ACD calls
Hi Henry,
No, Genesys Cloud can only record an agent's screen during ACD interactions and, depending on the recording policy, after call work.
https://help.mypurecloud.com/faqs/can-i-record-an-agents-screen-during-non-acd-interactions/
We have one ideas in Portal, your comment and vote can help:
https://genesyscloud.ideas.aha.io/ideas/WEREC-I-147
https://genesyscloud.ideas.aha.io/ideas/OPG-I-1635
https://genesyscloud.ideas.aha.io/ideas/CEV-I-549
https://genesyscloud.ideas.aha.io/ideas/WEM-I-466. ---> Complete idea.
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 02-12-2024 14:04
From: Henry Zambrano
Subject: Screen Recording for non-ACD calls
Hi, we have the need to be able to trigger screen recordings by means of quality policies however we want to do it for Non-ACD calls so in the Matching Criteria would not include "Specific queues", just things such us "Specific work teams" (for example, we want to be able to trigger screen recording for direct DID calls, transfers to user, etc.).
The problem is that by definition the Screen Recording functionality is "a video of the agent's desktop activity as they handle ACD interactions".
Is there any alternative for recording the agent screen for non-ACD interactions? Any workaround?
Thanks.
#QualityManagement
#Routing(ACD/IVR)
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Henry Zambrano
Ally Financial
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