Genesys Cloud CX

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  • 1.  Trunk Line Recording

    Posted 10-05-2022 10:09
    Hi all,

    During our initial setup, we found out that outbound calls were not getting recorded using Policies as they were setup. A decision was made to turn on trunk recording which now records everything. IVR, inqueue, the works.

    Once the call terminates the recording stops so we don't get to have the wrap up portion recorded where we can see what the agents are doing there.

    Is there any way to change that so it follows the agent, not the customer?

    It's also a pain to have to skip through up to an hour or so (sometimes) of a customer messing around in the IVR and waiting for an agent.

    Retrieving these calls once archived is also a pain point as they take hours and hours to get sometimes.

    Wondering if there is a better way of getting it so that we can record both inbound and outbound calls, screens, wrap up time and not have the IVR recorded.
    #QualityManagement

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    Judy Heckbert
    NTT Canada
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  • 2.  RE: Trunk Line Recording

    Posted 10-05-2022 14:55
    Hi Judy

    Not as quick as you'd like but take a look at this idea:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-119

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    Vaun McCarthy
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  • 3.  RE: Trunk Line Recording

    Posted 10-11-2022 07:10
    This is great but it is talking about at the flow and queue level. Not sure if that will correct the outbound calls not recording issue which is why we turned on trunk line recording to begin with. I guess will have to wait and see.

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    Judy Heckbert
    NTT America, Inc
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  • 4.  RE: Trunk Line Recording

    GENESYS
    Posted 10-06-2022 07:46
    To add to that, if you need to also look at the wrap up portion for quality management purposes, turn on screen recording with ACW included in your QM policy.

    Archiving should only be done to recordings that have aged beyond for your typical quality management use cases, where you are just keeping it for years due to compliance reasons.  Our fair-use policy on data storage allocations are generous enough to allow for that, under normal usage patterns.  You can estimate your data storage needs with the data storage calculator.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 5.  RE: Trunk Line Recording

    Posted 10-11-2022 07:21
    Thank you Daniel,

    The policy does have it on but I think since we are doing trunk line recording once the call disconnects the policy isn't even looked at.

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    Judy Heckbert
    NTT America, Inc
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