Genesys Cloud CX

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  • 1.  You are not authorized for this interaction recording

    Posted 4 days ago

    Good day 

    It appears recently there was an update to the recording permissions where division aware is no longer operating as intended, 

    The scenario is as follows:

    I have agent and manager in the same division, agent will make 5 calls per say. when manager goes to review calls, 3 calls will give "You are not authorized for this interaction recording" but 2 calls will work

    If i add all divisions to the manager the issue does not present itself, Its as if a tag is missing for the division for the problematic calls,

    The added permissions in the role i have are as follows:

    Recording Annotation Add
    Recording Annotation Delete
    Recording Annotation Edit
    Recording Annotation View
    Recording Encryption Key Edit
    Recording Encryption Key View
    Recording Recording Download
    Recording Recording Restore
    Recording Recording View
    Recording Screen Recording Download
    Recording Screen Recording Participate
    Recording Screen Recording Restore
    Recording Screen Recording Stop
    Recording Screen Recording View

    This seems to have started in the last 2 weeks.

    Anybody else experiencing this? Any idea on how to rectify this?

    Kind regards 

    David Jones 


    #QualityManagement
    #Telephony

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    David Jones
    NTT Canada
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  • 2.  RE: You are not authorized for this interaction recording

    Posted 3 days ago
    I have the same as well, all of a sudden I get not authorised appear even though logically when you look at it everything is right but not every call.

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 3.  RE: You are not authorized for this interaction recording

    Top 25 Contributor
    Posted 3 days ago
    We are getting the same thing

    Tracked down calls that went through the same flows, to the same queue, to the same agent, on the same day, one call gets the error when supervisor trying to listen to the call, the other call doesn't and works fine when the same supervisor tries to listen to that call.
    Adding the home division to the recording permission seems to solve it, but we don't really want to add the home division to every supervisor

    Has anyone logged a ticket for this?

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    Anton Vroon
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  • 4.  RE: You are not authorized for this interaction recording

    Posted 3 days ago
    We opened a case earlier today.

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    David Jones
    NTT Canada
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  • 5.  RE: You are not authorized for this interaction recording

    GENESYS
    Posted 2 days ago
    Our engineers are now aware of the issue and currently investigating.  Updates will be provided through the reported Cases.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 6.  RE: You are not authorized for this interaction recording

    Posted yesterday
    Is there any updates on this yet? there doesn't seem to be any patterns

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    Andy Jackson
    Ten Lifestyle Management Limited
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