Call recording in Genesys Cloud overview

If you enable recording on the SIP trunk, then Genesys Cloud retains all external interactions by default, even without any defined policies. Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

Note: Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure. 

Depending on the features you enable for your organization, Genesys Cloud provides two basic categories of recording: user recording and policy-based recording. 

  • With Genesys Cloud Communicate, users can record calls manually one at a time.
  • With Genesys Cloud Contact Center, users can manually record calls, and managers can also create policies that define what to do with retained interactions.

User recordings

User recording is sometimes called “ad-hoc recording.” When a user records an interaction, Genesys Cloud sends a recording to that user’s inbox, which is only available to that user. Users can make this kind of recording for interactions with both internal and external users. For more information, see Record a call

Depending on the organization’s policies for retaining interactions, another record of the interaction may also be available to supervisors. For more information, see Create a policy.

Policy-based recording

Policies define what to do with different categories of interactions. For example, you can use policies to assign an evaluation to certain interactions, or to delete recordings of some interactions after an amount of time. Policies run against any interactions that occur after you publish the policy: you cannot run them retroactively on interactions that already exist. For example, you cannot create a policy to delete existing recordings. For more information, see Create a recording policy.

Call recording suppression during IVR, hold, and queue wait 

You can choose to not capture recording when the call is at  IVR and/or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of Queue configuration. To suppress recording when call is on hold, disable Holds in Optional Recording subsection of Media’s tab Recording section of External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors’ quality management review efficiency, as the interaction’s recording playback typically begins at when the agent picks up the ACD call.

If you configure call recording in Architect, call recording consent creates an exception to the default recording behavior. This option allows you to create an action in Architect that asks inbound callers whether they consent to being recorded. If the user says no, then Genesys Cloud does not run recording policies and the interaction is not recorded at all. If the user says yes, then Genesys Cloud runs policies as normal, and the interaction will be processed as usual according to policies, even if the interaction matches a policy that would delete it. For more information, see Enable Participant Recording action.

Continue on external transfer

By default, Genesys Cloud does not continue recording after an external transfer that results in an external to external connected call. However, you can enable this behavior in the external trunk settings under Media.

User vs. Policy-based recordings

User recordings Policy-based recordings
Who initiates the recording? A Genesys Cloud user starts a recording during an interaction. Genesys Cloud automatically records interactions if you have enabled recording on the trunk. Depending on which policies you have created, Genesys Cloud retains, retains for a set amount of time and then deletes, or deletes the recording.
Who can listen to the recording? The user who made the recording. Supervisors with the correct permissions, evaluators assigned to evaluate an interaction, agents reviewing an evaluation of themselves.
Where is the recording located in the Genesys Cloud interface? The inbox of the user who made the recording. On the interaction’s detail page and on the page for an evaluation.