An agent ended the interaction, but the disconnect reason says end-user. Why?
If the agent ended the interaction from a headset instead of the Genesys… [More]
Can I bulk download recordings from Genesys Cloud?
You can export recordings in bulk with the AWS S3 recording bulk… [More]
Does Genesys Cloud support the SIPREC protocol for call recording?
No. To learn more about how call recording works in Genesys Cloud,… [More]
How do I give an agent access to just their own chats?
Genesys Cloud allows granting limited access to an agent to view just… [More]
How do I grant a supervisor access to the recordings of just their agents?
Genesys Cloud allows limited access to the recordings for a specific queue…. [More]
How do I record inbound/outbound calls in Genesys Cloud?
You can record inbound and outbound calls by enabling the Recording setting… [More]
I have installed Genesys Cloud Background Assistant (GCBA), but screen recording is not working. How do I troubleshoot this?
Verify that you have a QM policy in place to start screen… [More]
What is the difference between a user recording and a policy-based recording?
Users can manually start recording business calls, Genesys Cloud delivers the recording… [More]
What scenarios cause an interaction to have an inbound/outbound direction in reports and views?
The following examples would cause an interaction to have an inbound/outbound direction… [More]
When working with Genesys Cloud Background Assistant (GCBA), do I need to enable additional ports in my enterprise firewall or VPN?
The ports used for signaling and streaming the screens to Genesys Cloud… [More]
Where are downloaded recordings located on my computer?
If you have the correct permissions, you can download recordings one at… [More]
Why won’t GCBA support VDI environments?
If you install GCBA on the user’s desktop (that is, outside of… [More]