Call recording overview in Genesys Cloud

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Depending on the features you enable for your organization, Genesys Cloud provides three basic categories of recording:

• User recording: With Genesys Cloud Communicate, users can record calls manually one at a time.
• Policy-based recording: With Genesys Cloud Contact Center, managers can systematically enable recording and create policies that define the actions allowed on captured interactions.
• Snippet recording: With Genesys Cloud Contact Center, agents can manually capture recordings for specific portions of the call.

User recordings vs policy-based recordings vs snippet recordings

The following table explains the difference between user recordings, policy-based recordings, and snippet recordings.

User recording

User recording is sometimes called “ad hoc recording.” When a user records an interaction, Genesys Cloud sends a recording to that user’s inbox, which is only available to that user. Users can make this kind of recording for interactions with both internal and external users in a Communicate call. For more information, see Record a call. 

Policy-based recording

Policy-based recording is the primary means to systematically capture recordings in a contact center setting. Recordings are required either for quality management purposes, for enabling speech and text analytics, or for compliance or regulatory purposes in your organization.
The main mechanism to capture policy-based recordings in Genesys Cloud is by enabling the trunk-side recording, which is also known as line recording. If you enable recording on the SIP trunk, then Genesys Cloud retains recordings of all external calls by default, even without any defined policies.

For both trunk-side recordings and station-side recordings policies, define the actions that can be performed with different categories of interactions. For example, you can use policies to assign an evaluation to certain interactions, or to delete recordings of some interactions after an amount of time. Policies run against any interactions that occur after you publish the policy: you cannot run them retroactively on interactions that exist. For example, you cannot create a policy to delete existing recordings. For more information, see Create a recording policy.

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors’ quality management review efficiency, as the interaction’s recording playback typically begins at when the agent picks up the ACD call.

Call recording consent

If you configure call recording in Architect, call recording consent creates an exception to the default trunk-side recording behavior. This option allows you to create an action in Architect that asks inbound callers whether they consent to being recorded. If the user says no, then the Genesys Cloud media layer does not record at all. If the user says yes, then the Genesys Cloud media layer starts capturing recordings as normal, and the interaction is processed as usual according to policies. For more information, see Enable Participant Recording action.

Continue on external transfer

By default, Genesys Cloud does not continue recording after an external transfer that results in an external to external connected call. However, you can enable this behavior in the external trunk settings under Media.

Trunk-side recording vs station-side recording

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Snippet recording

Snippet recording is an on-demand recording mechanism in the contact center setting. The agent can manually start and stop snippet recordings to capture the most important parts of an ACD call, rather than the entire conversation. Use snippet recordings when you want to capture multiple snippets within the same conversation for scenarios such as capturing a short, specific segment for compliance, legal, or operational reasons.

For example,

• Reading Mini-Miranda or other mandatory disclosures.
• Readout of terms and conditions for sales completion, and customer’s verbal agreement.
• Recording abusive, threatening, or otherwise notable behavior.

Once captured, the snippet recording becomes available in the Interaction Details view of an interaction, similar to policy-based recordings.

The access control and lifecycle settings of snippet recordings are distinct from those in policy-based recordings. For more information, see Record a snippet of an ACD call, Work with an interaction overview, and Manage recordings.