FAQs: Recordings

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]

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.