About call recording
Genesys Cloud allows you to record both calls and ACD calls. Use policies to decide which ACD calls to record and how long to retain the recordings. As a user, choose to record your calls and listen to them whenever you need.
Genesys Cloud recordings
Learn about different types of recording in Genesys Cloud and the encryption used to protect those recordings. Enable recording on trunks to allow recording in your organization. Genesys Cloud also allows you to record agents’ screens during interactions.
Encryption key
Create encryption keys that are unique for each organization. These encryption keys protect recordings from unauthorized access.
ACD call recordings
Create policies to determine which ACD calls to record. Create an action in Architect to ask for customers consent before recording. Listen to, annotate, and download recordings on the interaction’s detail page.
- Create a policy
- Enable Participant Recording action
- Manage recordings
- View orphaned recordings
- View an interaction’s details
- Annotate a recording
- Download recordings
- Modify a recording’s archive or delete date
- Retrieve archived interactions
- Protect recordings from deletion for a legal hold directive
- Pause an interaction’s recording to protect sensitive information
Call recordings
Use call recordings to save important conversations. During a call, start recording the conversation. Listen to the recording from your personal inbox.
