Record a snippet of an ACD call

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Genesys Cloud enables agents to record snippets of active ACD voice calls during inbound or outbound interactions. The snippet recording feature allows users to capture important portions of a call at any point and stop recording when complete. Users require the "Conversation > Recording > Snippet Record" permission and must have an active ACD call to access this functionality. The process involves clicking "Start Snippet Recording" during an active call and "End Snippet Recording" to complete the capture. Multiple snippet recordings can be created on a single call and accessed later through the interaction's details. This capability requires administrator enablement before agents can utilize the feature.

PrerequisitesClick to expand

When you handle an inbound or outbound ACD voice call, you can start a snippet recording at any point during the call. This feature allows you to capture an important portion of the interaction and stop the snippet recording when complete. You can create multiple snippet recordings on the same call and access those snippet recordings later.

If your admin enables snippet recording, follow these steps to record snippets:

During an active ACD call, click Start Snippet Recording .
To stop recording, click End Snippet Recording .

Note: You can create multiple snippet recordings on the same call and access those recordings later in the .

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Record a snippet of an ACD call