Hello Tommy,
I would recommend checking to see if your screen recording policy is set up correctly.
From https://help.mypurecloud.com/articles/create-recording-policy/:
Initiate screen recording - Specifies whether to start a screen recording. You can specify whether to record after call work and archive the recording. Enter a delete date, and you can keep screen recordings for a maximum of 365 days.
Note:
- Genesys Cloud can record screens only during ACD interactions. You cannot create a policy to initiate recording during non-ACD interactions.
- The actions to perform on-screen recordings are only performed by the policy that initiates the screen recording.
If the agents are using the web version of Genesys Cloud, you will need to download and install the Genesys Cloud Background Assistant (GCBA). I would recommend also reading this article on troubleshooting this issue.
There is a possibility that you need to adjust the maximum simultaneous number of screen recordings. You can read more in the following article: https://help.mypurecloud.com/articles/recording-management/
If you have checked that everything is configured properly and the screen recordings are not working, you should raise a case with Customer Care.
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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 09-30-2024 13:29
From: Tommy Oudavanh
Subject: Created an Outbound Queue, But it is Not Recording
Created a queue just for outbound calls, but it is no video recording of the interaction. Did I miss a step?
I can make calls on behalf of that queue, but when I look at the transcript, there is no video recording.
#Outbound
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Tommy Oudavanh
ISN Software Corporation
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