Genesys Cloud - Main

We sometimes receive interactions where screen recordings are not created. Is it possible to configure an alert to identify such interactions?

Hi Thomas,

It is possible to create a trigger that, whenever an interaction is finished, searches for that interaction via API. If the interaction is found, it would check whether it was recorded or not. If it has already been recorded, nothing would happen; otherwise, it could execute an API call or another process to handle the situation.

However, there is a potential issue with this approach: the number of API calls. Depending on the volume of interactions, the number of requests could become very high and potentially unfeasible. Even so, this was the only alternative I was able to think of at the moment.

Hello Tibin,

Currently, there is no alerting mechanism that automatically notifies you when an interaction does not have a screen recording. However, if every interaction should be recorded, you can use the filters to see which interactions do not have a recording. I did find this idea in the Product Ideas Lab that you may want to vote on!
https://genesyscloud.ideas.aha.io/ideas/WEREC-I-184

Thanks Jason and Alesson