Download digital interaction recordings

Prerequisites

  • Analytics > Conversation Detail > View permission

  • Recording > Recording > View permission

  • Recording > Recording > Download permission

As a quality administrator, evaluator, or supervisor, you can download an individual email, chat, or message interaction recorded in Genesys Cloud. If you are in a region where recording non-voice interactions is mandatory, you can download emails, chat, and message interactions to share with clients or regulatory authorities.

Email

You can download an individual email interaction recorded in Genesys Cloud in EML format. 

In a recorded email thread, you can download one email interaction at a time. All inline attachments carried in the latest conversation are part of the EML document as an inline attachment. For non-inline attachments, only the attachment in the downloaded email interaction is part of the EML file. Any other attachments in the previous email communication are not part of the EML download.

To download an individual email interaction:

  1. Click Performance > Workspace > Interactions.
  2. Select the email interaction you want to download.
  3. Select the Transcript tab.
  4. Click the settings icon to the right of the email timestamp. 
  5. Click Download.

      Chat and messages

      You can download an individual chat or message interaction in a .zip file that contains an HTML file and a source folder.  

      To download an individual chat or message interaction:

      1. Click Performance > Workspace > Interactions.
      2. Select the individual chat or message interaction you want to download.
      3. Select the Details tab.
      4. Click Download under the Recording Information title.

      The source folder contains non-text messages that are in the conversation, like GIFs and stickers.

      The HTML file presents Genesys Cloud emojis as unicode and contains two sections, Interaction Details and Conversation Details.

      The Interaction Details section contains the interaction information consisting of one or more of the following rows and their values: Interaction Type, Message Type, Start Time and End Time in UTC, Internal Participant, External Participant, and Wrap Up Code. 

      The Conversation Details section contains the chat log and messages. The downloaded file contains the conversation consisting of a time stamp, Name of User or Actor, and the Message Sent. Genesys saves the conversation in the format: <Timestamp> <Name of User or Actor> <Message Sent>. The time stamp is in UTC.