Genesys Cloud - Main

In this video @Joseph Ian Romero talks about the new functionality whereby we can now enable audio selection with screen recordings in playback

Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially useful when multiple audio recordings exist for an interaction.

Previously, supervisors could play back screen recordings but did not have control over which audio recording synchronized with the video. Now, they can choose a specific audio recording (whether a trunk-side or station-side recording), to play alongside the screen activity.

This feature helps improve the evaluation experience by ensuring the correct audio is reviewed in context with the corresponding screen actions.

Release Notes: https://help.mypurecloud.com/releasenote/may-5-2025

#TAMStudios #WEM #QualityManagement #VoiceRecordings

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