Genesys Cloud - Main

I'm trying to figure out if there is a way to pause recordings when an agent either initiates a second interaction or call (either placed or received).

In my testing multiple interactions at once, I observed that the screen recording for the first call continues through the second call (which may or may not be associated with a different customer). 

I was under the impression that switching interactions (assuming the utilization for all interactions is set at 1, which it is), would place the previous interaction on hold while the new interaction is running, then resume afterward.  By extension, I would expect that switching to the original while you are on the second places that second on hold.

All the answers I've seen are that while a call is on hold, so is the screen recording, but that is not what I'm experiencing.

The policy for the email and calls match.  Selections are both inbound and outbound, initiate screen recording (retain for 180 days archive for 45), and record after-call work.  Is there a setting I'm missing?

#QualityManagement

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Ben Hammond
Workflow and Reporting Analyst
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Without a Secure Pause before the second call, you probably won't stop the recordings.  Now, as for your policy, if you want to make sure you only capture the recording for the first call, limit your policy as right now, it applies to ALL calls.  Use Wrap-up code or queue to limit the policy to only what pertains to the first interaction.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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It is product's intended behaviour to continue capture screen recording for the first call when the agent is juggling with multiple interactions.  This way, a supervisor reviewing/evaluating the call can better understand why, for example, there was a delay or distraction when handling the first call that was in-progress.

Calls that are on-hold can have the call recording suppressed (optionality is at the trunk), but the screen recording continues.  That's also intended behaviour since the supervisor would want to understand what's happening behind the scenes when the agent holds the call.

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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
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