Getting Started with Genesys Interaction Recording
Welcome to Genesys Interaction Recording (GIR). This page is intended to help you dive in to configuring and working with GIR, so let’s get started.
This page will give you a quick overview of the main requirements and steps needed to record and save your customer interactions, and play those interactions back to help optimize your workforce performance and customer experiences.
Each of the links below takes you a main page for that product and feature. Each page will tell you how to install and configure the component to enable recording. Once everything is in place, you can record an interaction, then listen to it.
If you want to know more about GIR itself and where it fits into your Genesys solution, you can check out the following topics:
Before You Start
The first thing you need to do is check that the following Genesys components and features are installed and working.
Record an Interaction
Playback an Interaction
Is this the same for both call and screen?
- Log into the SpeechMiner UI with your Genesys user credentials.
- In the background, SpeechMiner opens a two way session with the Recording Crytpo Server.
- Then, the Recording Crypto Server checks in the Genesys Configuration database that your username and password are correct.
- After your credentials have been successfully verified, you can search for your recording. Select your recording. In the background, SpeechMiner makes an API call to the Recording Crypto Server and tells Web Services to find the recording file.
- Web Services then searches the Cassandra database for the file you selected.
- When the recording file is found in the database, Web Services tells WebDAV to retrieve the file from storage.
- WebDAV streams the recording file to you through the Recording Crypto Server and the SpeechMiner UI.