Can I download media capture logs? - Genesys Cloud Resource Center

No. The log files generated by enabling the Media Capture setting are encrypted and only accessible by Genesys Cloud Customer Care personnel. You should only enable the Media Capture setting when you are working with Genesys Cloud Customer Care personnel. Enabling it generates a HPAA Packet File Format (HPAACAP) file that contains live packet streams that can be used for diagnostic and troubleshooting purposes. For more information, see Enable media capture.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.