Implementing Selective Screen Recording Policies Based on Queue Sensitivity Classification

How-To-Articles
1

Implementing Selective Screen Recording Policies Based on Queue Sensitivity Classification

What This Guide Covers

This guide details the architectural implementation of dynamic screen recording policies in Genesys Cloud CX that activate or deactivate based on the sensitivity classification of the queue handling the current interaction. You will configure a mechanism where agents handling high-sensitivity queues (such as Credit Card Services or HR Complaints) have their screen recording automatically disabled to maintain PCI-DSS and GDPR compliance, while agents in low-sensitivity queues retain full recording capabilities for quality assurance. The end result is a seamless, policy-driven environment where recording state changes in real-time without requiring agent intervention or manual toggle usage.

Prerequisites, Roles & Licensing

  • Licensing:
    • Genesys Cloud CX 1, 2, or 3 tier (Screen Recording is available across tiers, but advanced WEM features may require CX 2/3).
    • Workforce Engagement Management (WEM) Add-on is recommended for advanced reporting on recording status, though basic recording functions work with standard CX licenses.
  • Permissions:
    • Telephony > Trunk > View (To verify media path integrity).
    • Recording > Recording > Edit (To create and modify recording policies).
    • Architect > Flow > Edit (To implement dynamic routing and attribute passing).
    • Administration > Organization > View (To understand organizational unit structures for policy scoping).
  • External Dependencies:
    • A defined hierarchy of Queues categorized by sensitivity level (e.g., Queue_Sensitivity custom attribute or naming convention).
    • Genesys Cloud Desktop (GCD) or Web Chat/Messaging channels where screen recording is applicable.
    • Compliance requirements clearly defined (e.g., PCI-DSS Requirement 3.4 prohibiting storage of sensitive authentication data on screen).

The Implementation Deep-Dive

1. Establishing the Sensitivity Classification Model

Before configuring the recording engine, you must establish a deterministic way to classify interactions. Genesys Cloud does not have a native “Sensitivity” toggle on queues that automatically propagates to recording policies. Therefore, we must engineer a metadata bridge between the Queue configuration and the Recording Policy engine.

The Architectural Approach:
We will use a Custom Attribute on the Queue object to define sensitivity. This attribute will be read by the Architect flow and passed into the interaction context. The Recording Policy will then evaluate this context.

Step 1.1: Define Queue Sensitivity Attributes

  1. Navigate to Admin > Custom Attributes.
  2. Create a new Custom Attribute if one does not exist:
    • Name: Sensitivity_Level
    • Type: String or Dropdown
    • Allowed Values: HIGH, MEDIUM, LOW
  3. Navigate to Admin > Queues.
  4. Select a high-sensitivity queue (e.g., Payments_Support).
  5. Edit the Queue and locate the Custom Attributes section.
  6. Set Sensitivity_Level to HIGH.
  7. Repeat for other queues, setting General_Inquiry to LOW.

The Trap:
The most common misconfiguration here is relying on Queue Naming conventions (e.g., parsing the string “PCI” from the queue name). This is fragile. If a queue is renamed, the logic breaks. Always use structured metadata (Custom Attributes or Tags) for policy decisions. Furthermore, do not assume that all interactions routed to a queue inherit the queue’s attributes automatically in the recording context. The recording policy engine evaluates the current interaction state, not necessarily the static queue definition unless explicitly mapped.

Architectural Reasoning:
Using Custom Attributes allows for granular control. You might have a Finance queue that is generally MEDIUM sensitivity, but specific interactions within it (like password resets) might need HIGH sensitivity. By decoupling the classification from the queue name, you allow for future logic where the Architect flow can override the default queue sensitivity based on user input (e.g., if the caller says “Credit Card,” set interaction sensitivity to HIGH).

2. Configuring the Dynamic Recording Policy

Genesys Cloud Recording Policies allow for conditional logic based on user, group, and interaction attributes. We will create a policy that disables screen recording when the interaction context indicates high sensitivity.

Step 2.1: Create the Base Recording Policy

  1. Navigate to Admin > Recording > Policies.
  2. Click Add Policy.
  3. Name the policy: Selective_Screen_Recording_Policy.
  4. Set Priority to 100 (Ensure this is higher priority than any global “Record All” policies, as Genesys evaluates policies from highest priority number down to lowest. The first match wins).
  5. Define the Scope:
    • Users: Select the User Group containing your agents (e.g., All_Agents).
    • Channels: Check Desktop (for PC/Mac screen recording) and Web Chat (if applicable). Note: Screen recording for Voice calls is not applicable; this policy targets visual channels.

Step 2.2: Define the Conditional Logic

  1. In the Conditions section, click Add Condition.
  2. Select Interaction Attribute as the condition type.
  3. Choose the attribute path. This is the critical step. You need to reference the sensitivity level passed from the Architect flow.
    • If you passed the sensitivity as a custom interaction attribute named Sensitivity_Level, select it.
    • Operator: Equals
    • Value: HIGH
  4. Set the Action for this condition:
    • Screen Recording: Disabled
    • Audio/Video Recording: Enabled (Assuming voice is still recorded for QA, but screen is masked).

The Trap:
The “First Match Wins” logic is the single most dangerous aspect of Genesys Recording Policies. If you have a global policy with Priority 999 that says “Record All” for the All_Agents group, and your selective policy has Priority 100, the global policy will fire first, and your screen recording will always be enabled, regardless of sensitivity. You must audit existing policies and ensure your selective policy has the highest priority number of all policies affecting these users.

Architectural Reasoning:
We disable screen recording specifically for HIGH sensitivity. We do not create a separate policy to enable it for LOW sensitivity. Instead, we rely on the default behavior or a lower-priority “Enable All” policy. This follows the principle of least privilege and reduces policy complexity. If a policy does not match, the system falls back to the next priority or the default system setting. By explicitly disabling only the dangerous scenarios, we minimize the risk of accidental data exposure.

3. Propagating Sensitivity Context via Architect

For the Recording Policy to evaluate the Sensitivity_Level attribute, that attribute must exist on the interaction object at the time the recording engine evaluates it. Genesys Cloud evaluates recording policies dynamically. We must ensure the attribute is set early in the flow.

Step 3.1: Reading Queue Attributes in Architect

  1. Open Architect and select the flow handling the queue.
  2. Use the Get Queue Information block.
    • Queue ID: Dynamic or Static ID of the target queue.
    • Output: Map the Sensitivity_Level custom attribute from the queue to a flow variable, e.g., flow.Sensitivity.
  3. Alternatively, if the queue is determined dynamically (e.g., via IVR menu selection), use the Set Interaction Attribute block immediately after the queue is identified.
    • Attribute Name: Sensitivity_Level
    • Value: flow.Sensitivity (or the literal string HIGH/LOW based on menu choice).

Step 3.2: Handling Dynamic Sensitivity Overrides
In complex flows, sensitivity might change mid-interaction. For example, an agent might switch from a LOW sensitivity queue to a HIGH sensitivity queue during the same session (e.g., transferring a call).

  1. In the Transfer or Queue block in Architect, ensure the Sensitivity_Level attribute is updated.
  2. Use a Set Interaction Attribute block before the Queue block.
    • Name: Sensitivity_Level
    • Value: HIGH
  3. This ensures that when the agent accepts the interaction, the interaction object carries the correct sensitivity tag.

The Trap:
Interaction attributes are not always persisted across all transfer types. If you use a “Blind Transfer” versus a “Warm Transfer,” the attribute retention behavior can differ depending on the channel (Voice vs. Digital). For Voice interactions, screen recording is irrelevant, but for Digital channels (Chat, Message, Desktop), attributes must be explicitly carried forward. If the attribute is lost during transfer, the Recording Policy may default to “Enabled,” exposing sensitive data. Always validate attribute persistence in your test flows.

Architectural Reasoning:
We set the attribute at the queue entry point. This centralizes the logic. If a queue’s sensitivity changes (e.g., a queue moves from MEDIUM to HIGH due to a new compliance rule), you only update the Queue Custom Attribute in Admin, and the Architect flow automatically picks up the new value via the Get Queue Information block. This avoids hardcoding sensitivity levels in hundreds of Architect flows.

4. Implementing Fallback and Exception Handling

No policy is perfect. You must account for scenarios where the attribute is missing or the policy fails to evaluate.

Step 4.1: Default Behavior Configuration

  1. Create a second Recording Policy: Default_Screen_Recording_Policy.
  2. Set Priority to 1 (Lowest).
  3. Scope: All_Agents.
  4. Action: Screen Recording: Enabled.
  5. This ensures that if no specific policy matches (e.g., the attribute is missing), recording is enabled by default. This is a “fail-open” approach for productivity, but you must weigh this against compliance. For strict PCI-DSS environments, you may prefer a “fail-closed” approach (disable recording if sensitivity is unknown). Adjust the default policy accordingly.

Step 4.2: Agent-Level Overrides
Some agents may have specific roles that require recording regardless of queue (e.g., Supervisors monitoring calls).

  1. Create a Policy: Supervisor_Override_Policy.
  2. Priority: 999.
  3. Scope: User Group Supervisors.
  4. Action: Screen Recording: Enabled.
  5. This overrides the Selective_Screen_Recording_Policy for supervisors, ensuring they can record for training purposes even in high-sensitivity queues, provided they have explicit authorization from compliance.

The Trap:
Overriding compliance policies for supervisors can create legal liability. Ensure that your “Supervisor Override” is explicitly approved by your legal and compliance teams. In many jurisdictions, a supervisor recording a PCI-sensitive transaction on their screen is still a violation, even if the agent does not. The safest approach is to disable screen recording for everyone in high-sensitivity queues, including supervisors, and rely on audio-only recording or post-call metadata for QA.

Validation, Edge Cases & Troubleshooting

Edge Case 1: The “Race Condition” on Interaction Acceptance

The Failure Condition:
An agent accepts an interaction. The screen recording starts. One second later, the Architect flow updates the Sensitivity_Level attribute to HIGH. The recording continues, capturing sensitive data for those initial seconds.

The Root Cause:
Genesys Cloud evaluates recording policies when the interaction is accepted by the agent. If the attribute is not present on the interaction object at the exact moment of acceptance, the policy engine evaluates based on the missing attribute (defaulting to LOW or Enabled). The subsequent update to the attribute does not trigger a re-evaluation of the recording policy for the active session.

The Solution:
Ensure the Sensitivity_Level attribute is set before the interaction is presented to the agent.

  1. In Architect, set the interaction attribute immediately after the queue is selected but before the Queue block (which places the interaction in the queue).
  2. If using Digital Engagement, ensure the attribute is set during the initial chat connection or message receipt, not after the agent accepts.
  3. Test by adding a Log block in Architect after the attribute is set to verify the timing relative to the queue entry.

Edge Case 2: Multi-Channel Interaction Context Loss

The Failure Condition:
A customer starts a Chat (sensitivity LOW). The agent escalates the interaction to a Desktop Screen Share (sensitivity HIGH due to the nature of the support task). The screen recording remains disabled or enabled incorrectly because the channel change does not trigger a policy re-evaluation.

The Root Cause:
Recording policies are evaluated per channel instance. When a Chat is converted to a Desktop Screen Share, it is technically a new media session. If the interaction attributes are not carried over to the new session, the policy engine sees a fresh interaction with no sensitivity context.

The Solution:

  1. Use the Convert Interaction block in Architect carefully.
  2. Ensure that the Sensitivity_Level attribute is explicitly mapped to the new interaction context.
  3. In the Desktop channel settings, verify that “Inherit attributes from previous interaction” is enabled if available, or manually set the attribute in the conversion flow.
  4. Monitor the Recording Dashboard to see if the recording status changes during the conversion. If it does not, the attribute was lost.

Edge Case 3: Policy Priority Conflicts with Global WEM Policies

The Failure Condition:
You have configured your selective policy with Priority 100. However, a global WEM (Workforce Engagement Management) policy created by the admin team has Priority 200 and enables recording for all QA purposes. Your selective policy is ignored.

The Root Cause:
Genesys evaluates policies from highest priority to lowest. The WEM policy matches first and enables recording. Your selective policy is never reached.

The Solution:

  1. Audit all Recording Policies in Admin > Recording > Policies.
  2. Identify any policies with a higher priority number than your selective policy.
  3. Either increase the priority of your selective policy (e.g., to 999) or modify the global policy to exclude high-sensitivity queues/users.
  4. Use the Policy Simulator (if available in your tenant) or test in a sandbox environment to verify which policy fires first.

Official References