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Percentage of recording calls

  • 1.  Percentage of recording calls

    Posted 07-30-2018 12:24
    Hi,

    Our customer ask us if possible to apply a percentage of number of calls to be recorded in Purecloud, for the moment 100% of incoming calls are recorded

    So he want for example to record only 80 % of total incoming calls, is this possible through policies ? i didn't find option of this

    Thank you in advance


  • 2.  RE: Percentage of recording calls

    GENESYS
    Posted 08-03-2018 14:32
    The direct answer is, no - we do not currently have the ability to retain a specific percentage of calls using a Policy.

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 3.  RE: Percentage of recording calls

    Posted 08-06-2018 10:16
    Thank you,we will go through the policies then, it is the better solution

    have a good day


  • 4.  RE: Percentage of recording calls

    Posted 02-02-2023 14:16
    Is there any developments or feature enhancement in the works to allow a percentage based instead of just a set number of allowed connections?

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    Matthew Thacker
    MOLINA HEALTHCARE INC.
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  • 5.  RE: Percentage of recording calls

    GENESYS
    Posted 05-01-2023 11:50
    It's been a while since original post.
     
    We still do not have ability to directly specify a percentage of interactions or screens to be recorded, but several of our customers use following method that allows to achieve required result through configuration:
    1. Create Wrap-up code, something like "Enable_Recording"
    2. In the Architect flows add following logic:
      1. Use  expression RandomInt(99)+1 to return random number between 1 and 100.
      2. Verify if returned random number is less than X, where X is required percentage (let's say 25%)
      3. If less  =>  Set wrap-up code  to "Enable_Recording"
    3. Create recording policy that will record interaction (and/or screen)  if wrap-up code = "Enable_Recording"


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    Maxim Tsvetov
    Principal PS Consultant
    Genesys
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  • 6.  RE: Percentage of recording calls

    Posted 05-04-2023 11:38

    What if the site uses Wrap-Up codes?
    Alternatively, can you set the Trunk to "require consent" and then use Maxim's technique to start (or not) the recording in the inbound flow?



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    Paul Simpson
    Eventus Solutions Group
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  • 7.  RE: Percentage of recording calls

    GENESYS
    Posted 05-04-2023 12:44

    >>>>What if the site uses Wrap-Up codes?

    In this case interaction would have multiple Wrap-Up codes assigned to it - one associated with the flow, another associated with an agent.


    >>>>Alternatively, can you set the Trunk to "require consent" and then use Maxim's technique to start (or not) the recording in the inbound flow?

    Yes, in this case in your IVR flow you just need to add "Enable Participant Recording" action right after you set wrap-up code to "Enable_Recording"



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    Maxim Tsvetov
    Principal PS Consultant
    Genesys
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  • 8.  RE: Percentage of recording calls

    Posted 05-04-2023 16:31

    My point is that by using an "Enable Participant Recording" action, you don't need the Wrap-Up code at all, since you would set the Policy to record everything and only those triggered within the flow would actually be recorded.



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    Paul Simpson
    Eventus Solutions Group
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  • 9.  RE: Percentage of recording calls

    GENESYS
    Posted 05-04-2023 16:39
    Edited by Maxim Tsvetov 05-04-2023 18:26

    Right. "Enable Participant Recording" could be used as replacement for Wrap-up codes, but only for calls.

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    Maxim Tsvetov
    Principal PS Consultant
    Genesys
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  • 10.  RE: Percentage of recording calls

    Posted 10-19-2023 03:47

    Hi

    I read on the page Create a policy - Genesys Cloud Resource Center (mypurecloud.com) that create a policy for % of call recording will come. Do you know where this is in the road map?

    Thank you in advance.

    BR

    Anna Käck



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    Anna Käck
    IKEA Global
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  • 11.  RE: Percentage of recording calls

    Posted 10-19-2023 04:45

    Hi Anna,

    It looks like this will only be for evaluations and not recordings



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 12.  RE: Percentage of recording calls

    Posted 10-19-2023 04:51

    Oh. that is not good. But thank you for clarifying. 

    In France there is a law saying that you are not allowed to record all calls, even if the customer have opted in. 



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    Anna Käck
    IKEA Global
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  • 13.  RE: Percentage of recording calls

    Posted 10-19-2023 05:03

    I agree it would be a good feature to have.

    The above examples would solve the issue although it would be better if you could do this in policies instead of building the logic into each flow.

    There is an idea for this that you can vote on https://genesyscloud.ideas.aha.io/ideas/WEM-I-91



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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