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  • 1.  Screen Recording for non-ACD calls

    Posted 02-12-2024 14:04
    Edited by Henry Zambrano 02-12-2024 14:10

    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)

    ------------------------------
    Henry Zambrano
    Ally Financial
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  • 2.  RE: Screen Recording for non-ACD calls

    Posted 02-12-2024 14:44
    Edited by Breno Canyggia Ferreira Marreco 02-12-2024 14:44

    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,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 3.  RE: Screen Recording for non-ACD calls

    Posted 02-12-2024 16:09

    Thank you.



    ------------------------------
    Henry Zambrano
    Ally Financial
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  • 4.  RE: Screen Recording for non-ACD calls

    Posted 02-13-2024 09:19

    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.



    ------------------------------
    Steve Alix
    EDCi
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  • 5.  RE: Screen Recording for non-ACD calls

    Posted 02-13-2024 09:31

    Thank you.



    ------------------------------
    Henry Zambrano
    Ally Financial
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  • 6.  RE: Screen Recording for non-ACD calls

    Posted 02-15-2024 10:15

    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,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 7.  RE: Screen Recording for non-ACD calls

    Posted 02-15-2024 10:30

    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.



    ------------------------------
    Steve Alix
    EDCi
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