FAQs: Recordings

How do I give an agent access to just their own chats?

Genesys Cloud allows granting limited access to an agent to view just their own recordings of a specific media type.

To grant access to an agent for their own chats, create a role that includes the permission Recording > Recording > View with the following permission conditions:

Condition type	Operator	Values
User	Equals	Specific userId, special value for “Current User”
MediaType	Equals	Chat

To allow other media types, the other media type values can be added with AND to the above condition type condition.

How do I grant a supervisor access to the recordings of just their agents?

Genesys Cloud allows limited access to the recordings for a specific queue. Genesys Cloud does not allow limited access by a list of users or a group.

To grant access to all recordings for a given queue, create a role that includes the permission Recording > Recording > View or Recording > RecordingSegment > View with the following permission condition:

Condition type	Operator	Values
Queue	Equals	Specific queue name

Note: To grant access to all recordings or recording segments of a given division, specify the division when assigning a role to a user. For more information, see the Work with an interaction to which recording segment access control was applied section in Work with an interaction overview.

Does Genesys Cloud support the SIPREC protocol for call recording?

No. To learn more about how call recording works in Genesys Cloud, see About call recording.

What scenarios cause an interaction to have an inbound/outbound direction in reports and views?

The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

A call into a queue (inbound) with a completed callback (outbound)
An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
An outbound message sent (outbound) that the customer responds to (inbound)

Note: An interaction may be listed as inbound, or outbound.

What is the difference between a user recording and a policy-based recording?

Users can manually start recording business calls, Genesys Cloud delivers the recording to that user’s personal inbox and workspace. A policy-based recording occurs as the result of a quality policy. Policy-based recordings are attached to the conversation and appear in the Interaction Details view. Users with appropriate roles, such as supervisors and quality evaluators, can view policy-based recordings.

Where are downloaded recordings located on my computer?

If you have the correct permissions, you can download recordings one at a time from Genesys Cloud.

The download location depends on your operating system and which browser or desktop app you’re using. If you are using a computer managed by your company, your operating system or web-browser configuration could also affect the download location.

If you cannot locate a recording that you downloaded, try these steps:

If you are using the Genesys Cloud web app, then check to make sure that your web browser allows pop-ups from Genesys Cloud.
If you are using the Genesys Cloud web app, then do an Internet search for your “web browser + downloads” to find out where your web browser stores downloads and whether you can set the location.
If you are using the Genesys Cloud desktop app, look for another dialog box that appears outside Genesys Cloud. That window contains the name of the download, which you can click to open it and find its file system location. It is possible that the download window popped up behind Genesys Cloud.

You can also change your default download location.