Genesys Voice and Screen Recording (EE08) for PureEngage

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This topic is part of the manual PureEngage On-Premises Use Cases for version Public of Genesys Use Cases.
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Record voice and screen interactions

What's the challenge?

You need to meet contact center compliance and quality needs, within budget and strategy. When complete voice and screen recordings are too expensive, complicated or don’t fit your technology vision, that exposes you to unnecessary costs and risks.

What's the solution?

Get end-to-end interaction recordings by capturing calls and screen activity. Genesys Voice and Screen Recording, already available on your Genesys Customer Experience platform, is simple and cost-effective to add, use and manage. Boost quality, reduce risk and help the contact center improve performance.

Story and Business Context

Recording calls and agent screens is important for quality management purposes. Simultaneous playback of recorded calls and agent screens helps to identify issues with agent efficiency, desktop applications, and to identify the training needs of each agent. This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. Genesys provides organizations with reliable, high-quality recordings of both audio communications and related desktop screen activity.


This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. Genesys provides organizations with reliable, high-quality recordings of both audio communications and related desktop screen activity.

Use Case Benefits

Use Case Benefits Explanation
Reduced Deployment Costs Eliminate the need to purchase additional hardware, software and the associated maintenance and support services through integrated approach with Genesys Interaction Recording
Reduced Penalties and Fines Record 100% of calls with no lost calls

Summary

100% voice recording of customer conversations for compliance and regulatory requirements, with a sub-selection of screens being recorded.


Use Case Definition

Business Flow

Business Flow Description Step 1: Customer makes a call to one of the service lines of the company

Step 2: The IVR announces that the call is going to be recorded

Step 3a: The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. This can be one of the existing Inbound Voice use cases (please see the documents of these use cases for more detail). The Inbound Voice routing strategy is not within the scope of this use case.

Step 3b: Based on a percentage, which is set in Genesys by the administrator, it is determined if the screen needs to be recorded.

Step 4a: Genesys Interaction Recording starts the voice recording.

Step 4b: If in Step 3b, it is determined that the screen needs to be recorded, Genesys will start screen recording as soon as the agent answers the call.

Step 5: The agent can answer the call from a single, dedicated desk within the site (product limitation).

Step 5a: The agent may (if enabled) pause/resume the recording manually via the standard integration with Genesys Workspace when sensitive data needs to be entered. This pauses both voice and screen recording.

Step 6: Customer or agent disconnects the call.

Step 7: Genesys Interaction Recording stops the voice recording. Screen recording will be stopped after the ACW period has ended.

Step 8: Genesys uploads the screen recording files to the central system immediately, or at configured intervals.

Step 9: Genesys Interaction Recording combines audio and screen into single files.

Step 10: Supervisor searches for, retrieves and listens to a recording made by one of their agents.

Step 11: Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.

Step 12: Quality Manager searches for, retrieves and listens to recordings to use in agent evaluations

Step 13: Genesys Interaction Recording archives and purges recordings according to the rules configured



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.


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