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Recording Management

Recording Management (Genesys Cloud Quality & Performance Management)

Section Description
Module Context Part of Quality Management / Workforce Engagement Management (WEM)
Admin Location Admin → Quality → Recording Management
Purpose Manage recording infrastructure settings, including screen recording limits, recording URL expiration, storage region configuration, and orphaned recording handling

Recording Management controls how call recordings and screen recordings are stored, accessed, and processed in Genesys Cloud. It also provides administrative controls to prevent excessive bandwidth usage and maintain recording lifecycle management. :contentReference[oaicite:1]{index=1}

Study Notes

Topic Explanation
Interaction Recording Captures voice/audio recordings for interactions
Screen Recording Records agent desktop activity during interactions
Recording Storage Determines regional storage for recordings
URL Expiration Controls how long recording download/playback links remain valid
Orphaned Recordings Recordings left on Edge devices when upload or deletion fails
Screen Recording Concurrency Prevents too many desktop recordings from running simultaneously

Key behavior:

  • Screen recording concurrency limit = maximum 2000 recordings simultaneously. :contentReference[oaicite:2]{index=2}
  • Playback/download links expire after 2–60 minutes. :contentReference[oaicite:3]{index=3}
  • Orphaned recordings appear when recordings remain on the Edge device due to processing failures. :contentReference[oaicite:4]{index=4}

Navigation

Task Navigation
View recording settings Admin → Quality → Recording Management
Manage orphaned recordings Admin → Quality → Recording Management → Orphaned Recordings
Configure recording retention Admin → Quality → Policies
View recordings Performance → Workspace → Interactions

Configuration Fields (UI Form Fields)

Recording Management Main Page

UI Field Description Real Options
Maximum Simultaneous Screen Recordings Allowed Limits concurrent screen recordings to prevent excessive bandwidth usage 0–2000 recordings
Number of Currently Active Screen Recordings Displays number of screen recordings currently running Read-only counter
Recording Playback URL Time-to-live Time period playback link remains valid 2–60 minutes (Default 60)
Recording Batch Download URL Time-to-live Time period batch download link remains valid 2–60 minutes (Default 60)
Storage of Call Recordings Determines where recordings are stored Home Region or Global Media Fabric trunk region
Orphaned Recordings Displays number of recordings stranded on Edge devices Clickable link
Save Apply configuration changes Button

Orphaned Recordings UI Fields

UI Field Description Options
Conversation Status Filter Filter orphan recordings by conversation availability All / Known Conversation
Play Recording Play orphan recording Button
Download Recording Download recording file Button
Delete Recording Delete orphan recording Button
Attach Recording to Conversation Reattach recording to conversation Button
Archive Date Optional archive date when reattaching Date selector
Delete Date Optional deletion date when reattaching Date selector
Reattach Confirm recording reattachment Button

Orphan recordings exist when Genesys cannot determine what to do with a recording based on policy, often when interaction processing fails. :contentReference[oaicite:5]{index=5}

Dependencies

Component Purpose
Interaction Recording Required to capture recordings
Screen Recording Policies Control when desktop recording begins
Quality Policies Define recording retention
Edge Devices Temporary recording storage
Encryption Keys Secure recordings

Platform Integration / Related Components

Component Relationship
Evaluation Forms Evaluators review recordings
Quality Policies Control retention and automation
Speech & Text Analytics Analyze conversations
Interaction Analytics Access recordings in interaction details
Survey Forms Link customer feedback to interactions

Related Topics / Further Reading

Topic Description
Evaluation Forms Score agent interactions
Survey Forms Customer feedback
Quality Policies Automate evaluation & retention
Encryption Keys Secure recordings
Speech Analytics Analyze conversation transcripts

Implementation Checklist

Task Status
Enable interaction recording ☐
Configure screen recording concurrency ☐
Configure recording storage region ☐
Set URL expiration policies ☐
Configure recording retention policies ☐
Monitor orphaned recordings ☐

Implementation Guide

Step Action
Step 1 Navigate to Admin → Quality → Recording Management
Step 2 Configure maximum simultaneous screen recordings
Step 3 Configure playback/download URL expiration
Step 4 Select recording storage region
Step 5 Configure recording retention policies
Step 6 Monitor orphan recordings

How to Implement

Phase Description
Recording Configuration Enable recording and screen recording
Infrastructure Setup Configure storage region
Performance Control Set concurrency limits
Lifecycle Management Configure retention policies

Workflow

Customer Interaction
        ↓
Recording Engine Captures Interaction
        ↓
Recording Stored in Cloud Storage
        ↓
Quality Policy Applies Retention Rules
        ↓
Recording Available for Evaluation / Analytics

Architecture Diagram

Customer Interaction
        ↓
Genesys Recording Engine
        ↓
Temporary Storage (Edge)
        ↓
Upload to Cloud Storage
      ├─ Home Region
      └─ Global Media Fabric
        ↓
Quality Management
      ├─ Evaluations
      ├─ Speech Analytics
      └─ Compliance Monitoring

Real Flow Scenarios

Scenario 1 – Quality Monitoring

Customer Call
      ↓
Recording Enabled
      ↓
Recording Stored
      ↓
Evaluator Reviews Interaction

Scenario 2 – Orphan Recording Recovery

Recording Stored on Edge
      ↓
Upload Failure
      ↓
Recording Marked Orphan
      ↓
Admin Reattaches Recording

Usage Scenarios

Scenario Description
Compliance recording Financial or healthcare compliance
Agent coaching Review recordings for training
Dispute resolution Investigate customer complaints
Performance analytics Evaluate service quality

Implementation Examples

Example Configuration
Large contact center Screen recording concurrency = 1000
Compliance environment Store recordings in home region
Security environment Playback URL TTL = 10 minutes

Design Example

Inbound Support Call
        ↓
Recording Policy Triggered
        ↓
Recording Stored
        ↓
Evaluation Assigned
        ↓
Supervisor Review

Best Practices

Practice Reason
Monitor orphan recordings Prevent stranded recordings
Configure concurrency limits Avoid system overload
Use retention policies Manage storage growth
Secure recordings with encryption Protect sensitive data
Align storage region with compliance Regulatory requirements

Naming Convention

Resource Example
Recording Policy Support_Call_Recording
Screen Recording Policy Agent_Desktop_Recording
Storage Configuration Global_Recording_Storage

Naming pattern:

<Department>_<Purpose>_Recording

Security Considerations

Control Description
Encryption Keys Protect recording data
Role-based access Limit recording access
URL expiration Prevent unauthorized playback access
Compliance storage Regional storage requirements

Limitations / Constraints

Constraint Description
Max screen recordings 2000 concurrent
Playback URL TTL Minimum 2 minutes, maximum 60 minutes
Batch download TTL Minimum 2 minutes, maximum 60 minutes
Screen recording retention Up to 365 days

Troubleshooting

Issue Cause Resolution
Screen recordings not starting Concurrency limit reached Increase limit
Recording unavailable Storage configuration error Verify region
Playback link expired TTL expired Generate new link
Recording missing Recording policy disabled Enable policy

Interview Cheat Sheet

Question Answer
What is Recording Management? Admin area used to control recording infrastructure
What is the maximum concurrent screen recordings limit? 2000
What does TTL control? Recording playback/download link expiration
What are orphan recordings? Recordings stranded on Edge devices

Key Takeaways

Topic Summary
Recording Management Controls recording infrastructure
Screen Recording Desktop activity recording
URL Expiration Secure recording access
Storage Configuration Determines where recordings are stored
Orphan Recordings Recovery mechanism for failed uploads

Screenshots

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