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.
Original Message:
Sent: 10-19-2023 04:51
From: Anna Käck
Subject: Percentage of recording calls
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
Original Message:
Sent: 10-19-2023 04:44
From: Jan Heinonen
Subject: Percentage of recording calls
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
Original Message:
Sent: 10-19-2023 03:47
From: Anna Käck
Subject: Percentage of recording calls
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
Original Message:
Sent: 05-04-2023 16:39
From: Maxim Tsvetov
Subject: Percentage of recording calls
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
Original Message:
Sent: 05-04-2023 16:31
From: Paul Simpson
Subject: Percentage of recording calls
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
Original Message:
Sent: 05-04-2023 12:43
From: Maxim Tsvetov
Subject: Percentage of recording calls
>>>>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
Original Message:
Sent: 05-04-2023 11:38
From: Paul Simpson
Subject: Percentage of recording calls
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
Original Message:
Sent: 05-01-2023 11:50
From: Maxim Tsvetov
Subject: Percentage of recording calls
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:
- Create Wrap-up code, something like "Enable_Recording"
- In the Architect flows add following logic:
- Use expression RandomInt(99)+1 to return random number between 1 and 100.
- Verify if returned random number is less than X, where X is required percentage (let's say 25%)
- If less => Set wrap-up code to "Enable_Recording"
- 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
Original Message:
Sent: 02-02-2023 14:15
From: Matthew Thacker
Subject: Percentage of recording calls
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.
Original Message:
Sent: 08-03-2018 14:32
From: George Ganahl
Subject: Percentage of recording calls
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
Original Message:
Sent: 07-30-2018 12:24
From: Oudderhem Mostafa
Subject: Percentage of recording calls
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