Download a recording

AI-generated summary

Genesys Cloud enables users to download policy-based voice and screen recordings individually from an interaction's details page in multiple file formats (.ogg_opus, .mp3, .wav, or .webm). To access this functionality, users must possess either View or Download permissions for Recordings, or View permission for Recording Segments. The download process involves navigating to Performance > Workspace > Interactions, selecting an interaction, clicking Download Recording in the Recording Information section, specifying a file name, selecting the desired format, and confirming the download. The OPUS file type optimizes download time when the original recording is in OPUS format. Recording segment access control may restrict downloads to only segments the user has authorization to access. Browser-specific requirements, such as allowing downloads in Chrome, may apply during the download process. Snippet recordings can also be downloaded using the same procedure.

PrerequisitesClick to expand

Note: If recording segment access control is applied when viewing the interaction details, you can only download recording segments that you have access to. For more information, see and the Work with an interaction to which recording segment access control was applied section in .

You can download policy-based voice and screen recordings as well as snippet recordings one at a time from an Interaction’s detail page.

Click Performance > Workspace > Interactions.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Click an interaction.
In the Recording Information section of the Details tab, click Download.
- The File Name field displays the name of the recording.
- The File Format list displays the formats available to download. For example, .ogg_opus, .mp3, .wav or .webm. Select the required format.
Click Download.

Note:

For information about how to download a digital interaction recording, see Download digital interaction recordings.
The OPUS file type reduces the download time if the recording performed at trunk is also in OPUS audio format.
In Chrome, you must allow the download. For more information, see Where are downloaded recordings located on my computer?

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