Manage recordings

AI-generated summary

Genesys Cloud provides comprehensive recording management capabilities through its Recording Management interface, enabling administrators to control and configure multiple aspects of organizational recording operations. The system allows configuration of maximum simultaneous screen recordings up to 2000, with real-time monitoring of active recording counts to manage bandwidth usage, particularly when recording multiple monitors. URL validity periods for both playback and batch downloads are configurable between 2 and 60 minutes, with a default of 60 minutes. Storage options include home region storage or region-specific storage based on Global Media Fabric trunk configuration. The platform supports orphaned recordings management, which identifies recordings stored exclusively on Genesys Cloud Edge devices, and snippet recording management features enable specification of retention policies, including archive duration settings measured in days for immediately available storage. Access to these recording management features requires specific permissions including view, stop, edit settings, and URL expiration controls. Configuration is accessible through the Admin interface under Quality > Recording Management or via Menu > Conversation Intelligence > Recording and Policies > Recording Management. Genesys Cloud manages recording lifecycle through automated storage and retention policies, moving recordings to long-term storage after a specified interval and supporting deletion of snippet recordings based on a configurable duration in days. The deletion period cannot exceed the maximum interaction data retention time setting. The system provides automated export functionality to export snippet recordings to AWS S3 buckets as a one-time operation per recording, with duplicate export requests for previously exported recordings automatically skipped. Additional capabilities include call recording, screen recording, recording annotation, orphaned recording management, policy creation, bandwidth requirements for screen recording, ACD voicemail recording management, and SIPREC protocol support.

PrerequisitesClick to expand

You can control recording settings for your organization. To manage recordings, complete the following steps:

Click Admin.
Under Quality, click Recording Management.
Click Menu > Conversation Intelligence > Recording and Policies > Recording Management.
Change settings as necessary:
- Maximum Simultaneous Screen Recordings Allowed—You can limit the bandwidth used by screen recordings by setting a maximum number of simultaneous screen recordings. This setting is useful if you have quality management policies that automatically start a screen recording. You can have a maximum of 2000 simultaneous screen recordings.
  Note: If you record more than one monitor, the amount of required bandwidth multiplies. For example, four monitors could require four times as much bandwidth.
- Number of Currently Active Screen Recordings—View how many screen recordings are simultaneously in progress.
  Note: If you set the count to zero, interactions that are already in progress continue, but new recordings do not start.
- Recording Playback URL Time-to-live—The validity period of the generated URL of the recording file in Genesys Cloud, when a request was made to retrieve the recording for playback. The default period is 60 minutes, the minimum allowable period is 2 minutes, and the maximum allowable period is 60 minutes.
- Recording Batch Download URL Time-to-live—The validity period of the generated URL of the recording file in Genesys Cloud, when a request was made to retrieve the recording for batch download. The default period is 60 minutes, the minimum allowable period is 2 minutes, and the maximum allowable period is 60 minutes.
- Storage of Call Recordings—Select to store all call recordings in your home region, or to store call recordings in the region defined in your Global Media Fabric trunk configuration. For more information, see Store recordings in local Genesys Cloud regions.
- Orphaned recordings—Identifies recordings stored only on the Genesys Cloud Edge device. For more information, see View orphan recordings.
- Snippet recordings—Options to specify how you want to manage your snippet recordings. The following settings are applied when a snippet recording is created, however, these retention settings can be modified based on the settings defined in Modify a recording’s archive or delete date.
  - Archive recordings after — Specifies a duration (in days) to retain the recording in the immediately available storage. After this interval, Genesys Cloud moves the recording to long-term storage.
  - Delete recordings after — Specifies a duration (in days) after which the snippet recordings are deleted.
    Note:  If the maximum interaction data retention time is set, the number of days cannot be longer than the maximum interaction data retention time. For more information, see Set the maximum interaction data retention time.
  - Export copy of recordings — Automatically export snippet recordings to an AWS S3 bucket. For more information about the integration, see  About the AWS S3 recording bulk actions integration.
    Note: Genesys Cloud exports a recording one time only. If you create an export that matches a recording that was already exported, that recording is skipped.

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Manage recordings