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  • 1.  Screen Recordings short calls

    Posted 02-29-2024 09:18

    Hi All

    Has anyone come across the issue where a screen recording doesn't start or is not present of the user disconnects during the whisper playback.  The audio is there right up to the point of Client disconnect just no screen


    #Unsure/Other

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 2.  RE: Screen Recordings short calls

    Posted 02-29-2024 10:49
    Edited by Wagner Filho 02-29-2024 10:50
    Hello Andy
    
    Is the agent using the genesys cloud app or answering the interactions directly from the browser?



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    Wagner Filho
    Algar Tecnologia
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  • 3.  RE: Screen Recordings short calls

    Posted 02-29-2024 10:53

    They are on the Genesys Desktop browser, with Auto Answer and a persistent connection



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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 4.  RE: Screen Recordings short calls

    Posted 02-29-2024 13:34

    Hello, Andy, 

    Okay, and has a policy been set? You can find more details on how to do this in the link below

    https://help.mypurecloud.com/articles/create-recording-policy/

    If you could, could you elaborate on the steps you've already taken?

    Thank you.



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    Wagner Filho
    Algar Tecnologia
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  • 5.  RE: Screen Recordings short calls

    Posted 02-29-2024 14:04

    Policy and everything works, calls that have not been dropped during the whisper screen record, just the short ones don't get a screen recording



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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 6.  RE: Screen Recordings short calls

    Posted 02-29-2024 14:29

    I didn't find in the documentation the time discarded screen record.

    I worked with other solutions (NICE, Verint, Aspect/Alvaria, Genesys Engage e etc...) and all have a minimum time interaction for don't discard screen records, for example, 15 seconds, 30 seconds...

    I imagine that Genesys Cloud has it too. I recommend you consult Customer Care. If Genesys shares this information with you, share it with us... Thank you and good luck!!

    Att,



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