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  • 1.  Transferred Voice interactions (Call Recording)

    Posted 08-17-2022 07:52

    Hello,

    Is there a method to prevent transferred voice interactions (internally to a different queue) from being recording. We have policies configured to use specific queues, but when a call is transferred to a different queue (that is assigned to disabled policy or doesn't have a policy) it records this segment of the interaction.


    #Telephony

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
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  • 2.  RE: Transferred Voice interactions (Call Recording)

    Posted 08-18-2022 04:39
    The answer is no. The Genesys call recording is cradle to grave, meaning end to end. You might be able to create a policy that removes call recording for the agents in the second queue, but one this would loose the first part of the recording (This might be ok) and two if the agent works in other queues then these recordings would be removed as well.

    Hope this helps.

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    andrew lewis
    Health Management Ltd
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  • 3.  RE: Transferred Voice interactions (Call Recording)

    Posted 08-18-2022 05:22
    Thank you for your reply.

    I did think this. We have a default delete (unless an existing policy is in place) for all users, which sadly doesn't action on transferred voice interaction.

    I'll look at using your suggestion.

    Thanks,

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
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  • 4.  RE: Transferred Voice interactions (Call Recording)
    Best Answer

    Posted 08-18-2022 06:46
    We have this scenario as well, except the result is the opposite - when the agent transfers to the queue with the don't record policy, the entire interaction is not recorded, cradle to grave as Andrew mentioned. At most, there is sometimes a piece of the screen recording for the initial leg of the interaction (the recordable queue). For voice interactions, I have a general policy that sets the recording retention timeframe for all voice interactions, and then additional rules for queues for which no recording should take place, with "Delete if another policy retains" enabled so that it overrides the generic retention policy. When agents transfer to one of these don't record queues, the entire interaction is not recorded.

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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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  • 5.  RE: Transferred Voice interactions (Call Recording)

    Posted 08-18-2022 07:19
    Thanks Emily,

    Your suggestion is how i would configure the 'delete' policy, and it is good to know it works.

    Thanks,

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    ------------------------------



  • 6.  RE: Transferred Voice interactions (Call Recording)

    GENESYS
    Posted 08-18-2022 07:44
    Another way (more advanced) is to look at overall access control. You can provide control of access to individual segments of recordings. More info: https://help.mypurecloud.com/articles/access-control-transactional-objects/

    Looking at the underlying topic its about the policy itself. Delete policies are valid as well, and multiple policies can apply to a individual recording - working through the decisioning that you need to make and maybe a mix of policy + access control may get what you need.

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 7.  RE: Transferred Voice interactions (Call Recording)

    Posted 08-19-2022 00:55
    Thanks Cameron,

    Correct, it's about not recording/storing calls that are transferred to certain queues. I see the Recording\Recording Segment permission is conditional based, so preventing 'x' team leads/QA's visibility.

    This, combined with the deletion rule, would provide a certain level of security.

    Thanks to all who took the time to help, feedback appreciated.

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    ------------------------------



  • 8.  RE: Transferred Voice interactions (Call Recording)

    GENESYS
    Posted 08-19-2022 10:15
    No problem.

    Another thing to remember about the recording/qm/survey policies especially when multiple are applied is that we effectively combine those policies when it comes to retention and retention length. 

    So if we have 2 policies and one says keep and the other says delete we will keep it. (safer), and subsequently with time, if one policy says store for 1 month and the other says 12 months, then its 12 months. (safer). 

    As part of our design of the policy is also to protect the user from misconfiguration where calls are deleted when they are meant to be kept. That has a obvious compliance risk for some organizations so we play it safe here.

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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