Record Voice Interactions

Introductory paragraph offers a casual description of the feature and its uses.

Benefits

• Bulleted list of features

How It Works

1. More detailed description of functionality.
2. Use case description from beginning to end probably includes steps.
3. But these are not instructions.

Configuration

• Parameters to set.
• Configuration options to set.
• Resources to configure.

Business Flow

Flow Description

1. Customer makes a call to one of the service lines of the company.
2. An announcement will be played to the customer that the call is going to be recorded.
3. 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 either the use case "CE1 - Connect Voice Interactions to Right Resource" or "CE2 - Personalized & Value Based Voice Routing". The Inbound Voice routing strategy is not within the scope of this use case.
4. Genesys Interaction Recording starts the recording.
5. Agent answers the call from any desk within the site.
1. The agent may (if enabled) pause/resume the recording manually via the standard integration with Genesys Workspace when sensitive data needs to be entered.
6. Customer or Agent disconnects the call.
7. Genesys Interaction Recording stops and stores the recording.
8. Supervisor searches for, retrieves and listens to a recording made by one of their agents.
9. Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.
10. Genesys Interaction Recording archives and purges recordings according to the rules defined in the system.

<SUMMARY>

To-do lists with steps and links to pages with specifics.