Genesys Cloud
Policy-based station-side call recording expands internal call coverage

In a future release, Genesys Cloud will introduce policy-based station-side call recording, allowing administrators to record internal calls directly at the user’s station.

Genesys Cloud currently supports policy-based recordings only on the trunk side of a call, meaning recordings occurred when calls passed through external telephony systems. This method works well for typical contact center customer scenarios that always use external trunks, such as ACD inbound, DID inbound, or outbound calls. However, internal calls; for example, between agents or from employees to internal support desks, often bypass external trunks altogether. Genesys Cloud only recorded these interactions when they were part of a consult-transfer that stems from an ACD interaction.

With station-side recording, administrators can configure policies to capture internal conversations at the user’s device. This new capability complements existing trunk-side recordings and ensures that key interactions (especially internal ones between agents or with internal support), are captured consistently. This update helps organizations meet compliance requirements, such as financial services, healthcare, and insurance, and gain a complete view of agent activity, particularly in larger enterprises and regulated sectors.