Genesys Cloud - Main

When I select Specific wrap-up code in policy and Retain recording. If the agent selects the wrap up code in the after call work, how will the screen recording or voice recording be captured?

#QualityManagement

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Midhun Kumar Ummadisetty
Cognizant Technology Solutions India Private Limited
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Genesys Cloud basically proactively records everything, then throws away the recording if it has not been told to keep it. So, in your case, the call will have been recorded and selecting one of those Wrap-Up codes will tell the system to keep the recording.

HTH

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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