Prerequisites

  • Quality Administrator default role or Recording > OrphanRecording > View, Edit, Delete permissions assigned to any user role

An orphaned recording is a recording that remains on the Edge instead of being processed by Genesys Cloud. Orphaned recordings are not attached to conversations, so the recording is not accessible in the interaction details view.

Typically, Genesys Cloud uses your policies to either upload recordings stored on the Edge to Genesys cloud or delete them. If this process fails, then recordings remain on the Edge and Genesys Cloud identifies them as orphaned recordings. For example, if an agent does not add a wrap-up code to a conversation, then Genesys Cloud interprets the conversation as unfinished. In this situation, Genesys Cloud cannot use a policy to decide what to do with the recording, so Genesys Cloud identifies the recording as orphaned.

You can view information about any orphaned recordings and decide what action to take. 

  1. Click Admin.
  2. Under Quality, click Recording Management.
  3. Click the link next to Orphaned Recordings that lists the number of orphaned recordings. Orphaned recordings link.

The orphaned recordings screen displays the recordings on the Edge. You can play, delete, download, or reattach each recording to a conversation.

Most orphaned recordings contain metadata about which conversation they belong to. You can view only orphaned recordings with a known conversation, or you can view all orphaned recordings.

  1. Click the filter in the Conversation Status column.
  2. Select All or Known conversation.
  3. Click Apply.

Most orphaned recordings contain metadata about which conversation they belong to. You can reattach these recordings to their conversations so that the recordings appear in the interaction details view.

    1. Click the Attach Recording to Conversation icon. Attach Recording to Conversation icon.
    2. Optionally change the archive date and the delete date:
      1. To choose a new archive or delete date, click the date.
      2. To choose no archive or delete date, click x next to the date.
    3. Click Reattach.

Note: Reattaching a recording is a permanent action and cannot be undone.

Because Genesys Cloud does not have conversation information for the recording, you cannot use the user interface to reattach it to a conversation. Instead, find the correct conversation using other means, such as listening to the recording and then finding which conversation it belongs to by hand.

If you know which conversation a recording belongs to, then you can attach it to that conversation using the Genesys Cloud recordings API. Send a PUT request to /api/v2/orphanrecordings/{orphanId}. 

 To get the orphan recording Id, use your browser’s developer tools to inspect the orphan’s row: Unknown orphan recording ID.

Example

Request:

PUT /api/v2/orphanrecordings/3dbe567e-a6c1-42b6-ab84-e5547eac3eff

Body:

 {
 "archiveDate": "2017-01-24T20:14:26+00:00",
 "deleteDate": "2017-02-24T20:14:26+00:00",
 "conversationId": "84e9af79-052f-4277-9fea-3857dbe51bd3"
 }

The conversationId must be from a real conversation. This example will fail because it is an example ID.

Note: Reattaching a recording is a permanent action and cannot be undone.