Record snippets in ACD calls

AI-generated summary

Genesys Cloud enables agents to record snippets during automatic call distribution (ACD) voice calls across multiple platforms including the Embeddable Framework, Chrome, Firefox, Microsoft Teams, Salesforce, and Zendesk integrations. Agents with the "Conversation > Recording > Snippet Record" permission can initiate snippet recordings at any point during a call by clicking "Start Snippet Recording" in the call controls, allowing them to capture specific portions of interactions. Multiple snippet recordings can be created within a single call, and agents can stop recordings by clicking the control icon again. Snippet recordings automatically terminate when the call is placed on hold, secure pause is enabled, or the agent disconnects from the call. Administrators configure snippet recording settings through Recording Management in Genesys Cloud. Recorded snippets can be accessed, viewed, and downloaded for later reference through the platform's download functionality.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

PrerequisitesClick to expand

Administrators configure the snippet recordings in Genesys Cloud from Conversation Intelligence > Recording and Policies > Recording Management. For more information, see Manage recordings.

When handling an automatic call distribution (ACD) voice call in the embedded client, agents can start a snippet recording at any point during the call. This feature allows agents to capture an important portion of the interaction and stop the snippet recording when complete. An agent can create multiple snippet records on the same call and access those snippet recordings later.

To record a snippet, click the Start Snippet Recording in the call controls. The call recording starts immediately. To stop the recording, click the icon again.

This image is a screenshot of the embedded client with the Snippet recording icon highlighted.

Note:

Snippet recording is automatically stopped when:

The ACD call is on hold.
Secure pause is enabled for the call.
The agent leaves the call.

View and download recordings

To view and download your snippet recordings from Genesys Cloud, see Download a recording and Where are downloaded recordings located on my computer?.

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Record snippets in ACD calls View summary

View and download recordings

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Record snippets in ACD calls