Hi everyone,
I am happy to announce that we now have a release date of July 19th set for the ability to suppress call recording during IVR Flow and Queue Waiting, Genesys Cloud Ideas Portal. This feature will enable you to disable recording during those portions of calls, if desired.
This release will allow users to configure Recording to not include IVR and/or in Queue in recordings of interactions, allowing for cleaner transcriptions, additional consumer protection and privacy controls, and reduced risk of being out of compliance. Existing IVR flows and in-queue waits will continue to be recorded unless you configure to suppress them.
To suppress recording during IVR Flow:
- Navigate to Admin
- Click on Architect
- Select the desired Flow you would like to edit, see link below for more information on how to edit call flows
Open an existing call flow - Genesys Cloud Resource Center
- Open Recording and Speech Recognition from the menu
- Enable Suppress recording for the entire flow by clicking the check box
To suppress recording during wait times, Per-Queue:
- Navigate to Admin
- Go to Queues and select which Queue you would like to edit
- Click Voice
- Ensure the toggle labeled, "Call Recording" is in the "off" state
Cheers!
Kylee
#InteractionRecording------------------------------
Kylee Kasper, Product Manager
Genesys - Employees
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