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  • 1.  New Genesys Feature - Suppress recording when a call is on hold

    Posted 01-24-2024 14:37
    No replies, thread closed.

    Hello Everyone,

    Regarding the 1/24/24 release: 

    One of the new features is: Suppress recording when a call is on hold (details below)

    QUESTION:  Does anyone know the expected decreased data storage usage? like 1%? 10%? etc. THANKS IN ADVANCE!

    Suppress recording when a call is on hold

    Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud overview. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.


    #PlatformAdministration
    #QualityManagement
    #Security

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    Danny Ballerini
    District of Columbia Water and Sewer Authority
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  • 2.  RE: New Genesys Feature - Suppress recording when a call is on hold
    Best Answer

    Posted 01-26-2024 13:19
    No replies, thread closed.

    The decrease will depend on how much hold time your agents use. You could get a feel for this by pulling your queue performance data for a month or two and finding out the ratio of talk time vs hold time, then minus out that hold time % from your upcoming storage usage.



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    Brad Murlin
    Zillow, Inc.
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    Original Message


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