I evaluate over two hundred interactions every week. We have a major issue with our screen recording policy. Currently, the screen recording only begins at the exact moment the agent answers the call. This means we are completely missing the ‘Ringing’ and ‘Alerting’ phase. I suspect some of our agents are using this time to browse social media or finish personal tasks before clicking ‘Answer’. Is there a way in Architect or the Recording Policy settings to trigger the screen recording as soon as the interaction starts alerting the agent, rather than waiting for the media to connect?
Good afternoon. As a certified Genesys PS consultant, I have architected many recording strategies. The behavior you are seeing is the default platform design to protect agent privacy during non-active interaction time. However, you can achieve your goal by utilizing the ‘Agent UI’ events. If you are using the Genesys Cloud desktop app, you can configure the recording policy to trigger based on the ‘Alerting’ state. This requires a specific ‘Screen Recording’ license and you must ensure your ‘Recording Management’ settings are configured to ‘Record Alerting Phase’. It is a powerful tool for productivity monitoring, but be careful with the storage impact!
Hey! I’m a network engineer and I’ve seen the traffic spikes when screen recording is active. Recording the ‘Alerting’ phase is going to double your outbound bandwidth requirements for every agent! If you have five hundred agents and they all start recording ten seconds earlier for every call, you might blow out your local internet pipe! I love the idea of catching those social media browsers, but you should definitely talk to your IT team before you flip that switch! We had a rollout fail because the screen recording upload saturated the entire office network!
From an accessibility and compliance perspective, we must be very careful with recording the alerting phase. If an agent is using an assistive technology like a screen reader, those tools often display sensitive system information during the alerting state that should not be captured in a screen recording. If you decide to record the alerting phase, ensure you are utilizing the ‘Application Window Masking’ feature to hide any non-Genesys windows. This protects the agent’s privacy and ensures we are meeting our WCAG and HR compliance standards while still monitoring their productivity.